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Dissapointing experience with Parcel Motel

  • 30-12-2012 2:38pm
    #1
    needtoknowasap
    Registered Users, Registered Users 2 Posts: 45 ✭


    Have to say am very disappointed with the service I received from parcel Motel Recently.
    I used it to get one of my husbands Christmas presents delivered to as I didnt want him seeing it being delivered to the house. I ordered my parcel in plenty of time to arrive before the Christmas deadlines (or so I thought).
    My parcel arrived at PM on the 18th December so I thought I'd have it by the 20th at the latest allowing for Christmas processing delays.
    When I didnt hear anything by lunch on the 20th I rang to see if there was a problem. The agent told me they would have to look into it and would get back to me in a few mins. Several hours later there was no call back so I rang again to be told the agent dealing with my query was busy and would call me in 10mins. Still no phone call!
    I rang again the next morning as I was anxious the parcel wouldnt come on time for me to pick it up before I went away for the weekend. Again I was told someone would call me back. When I complained this was the 3rd call with no response the agent apologised and said someone would call back within 10 mins.
    I did get a call from a nice girl called Orla who explained the parcel was delivered on time to my local PM but the machine hadnt recognised it was in it and didnt generate a Pin so they would have to get a driver to manually unlock the door and re register the parcel but this wouldnt be done until Friday night/Saturday morning. She did offer to get it delivered to an alternative address but as I was going away this didnt suit as I had nobody else available to take delivery. (hence the reason I was using the service in the first place!!)
    I was assured the parcel would be available to collect from Saturday and I would be able to collect it on my return on Sunday night.
    Saturday came and still no Pin so I rang again to be told the girls in PM weren't working but would be in on Sunday and he would send them an email requesting an urgent callback to see what the delay was.
    Yet again I didnt receive any callback so tried ringing again but no answer.
    I gave up hope of receiving the parcel before Christmas at this stage and had to tell my husband what had happened and explain he wouldnt have his present on time for Christmas.
    I eventually got my PIN on 27th Dec a full 9 days after it was delivered to PM. I understand it was Christmas time and they may have been busy but I found it near impossible to get in contact with them and get someone to take ownership of my query.
    It was very frustrating being told they would call me back and not receiving any calls.
    I won't be using this service again due to the disastrous first experience I had.


Comments

  • #2
    A Dub in Glasgo
    Registered Users, Registered Users 2 Posts: 17,575 ✭✭✭✭A Dub in Glasgo


    Seems very common for companies to fob people off on the phone with a promise of a call back. Very shoddy customer service and cannot be explained by being 'too busy'


  • #3
    Yamanoto
    Closed Accounts Posts: 5,489 ✭✭✭Yamanoto


    Sorry to hear that OP.

    It does appear somewhat of an anomaly, as their response to customer queries and complaints has been impressive overall.

    I'd imagine Orla will see you right.


  • #4
    Pj!
    Closed Accounts Posts: 3,783 ✭✭✭Pj!


    Just seen this. You aren't alone! Fobbed off myself today ("we will call you back"). Had a look to see was it unusual but a few have reported this unfortunately.

    ParcelMotel is a great service when it works, no question there. Some sort of issue in the customer service dept. though.

    I'm sure my own package is just delayed and nothing major. Yours was a very bad experience but the service does work.

    Perhaps it just depends who you get talking to in customer services.
    missjm wrote: »
    She took a message and said somebody would call me back but they haven't.
    Smc30 wrote: »
    On Tuesday I rang the office, I was told the relevant person was busy but my phone number was taken and I was told I would be called back. I've still heard nothing
    Pj! wrote: »
    Rang today about a package. Was told that they would call me back but they didn't.
    juneg wrote: »
    I rang 3 times today and no call back.
    needtoknowasap wrote: »
    I rang to see if there was a problem. The agent told me they would have to look into it and would get back to me in a few mins. Several hours later there was no call back
    needtoknowasap wrote: »
    I rang again to be told the agent dealing with my query was busy and would call me in 10mins. Still no phone call!
    needtoknowasap wrote: »
    I rang again the next morning as I was anxious the parcel wouldnt come on time for me to pick it up before I went away for the weekend. Again I was told someone would call me back. When I complained this was the 3rd call with no response the agent apologised
    needtoknowasap wrote: »
    I rang again to be told the girls in PM weren't working but would be in on Sunday and he would send them an email requesting an urgent callback to see what the delay was.
    Yet again I didnt receive any callback


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