Nightline/Parcel Motel Thread Part 2 (post all related questions here)

Parcel Wizard is a superior customer service in my experience, the only thing that puts a lot of people off using it is no extended liability offered.

I get an email when the parcel arrives in their Dublin depot with a picture advising they have received a package and it'll be in a locker soon - these are usually around 5pm or so. If it was delivered late, it may have missed the truck down to Dublin

Sophie Howling Phone wrote: »

Thanks lads. Fingers crossed it doesn't get lost. Sent in a "Find my parcel" request just in case

Sending in a "Find my parcel" request for a package that arrived this morning & isn't even lost is madness. Tying up resources that might be better used on finding a parcel that is actually missing or lost.

sheepsh4gger wrote: »

It's near to impossible from my experience. All you can do is log a support ticket through their website (it's a skin on the ZenDesk ticketing system many companies use). Then eventually, after a month they will reply by email.

Finally got through to them today. I had 5 oversized parcels paid for and was waiting over a week for them. Their excuse...there was no Eircode on my account and the drivers didn’t no my area( a numbered house In an estate). I’ve had dozens of parcels delivered by them before. So I asked” you’re telling me my parcel will get delivered only if by luck I get the driver that knows the area? Why wast I contacted about my Eircode if there was any confusion?”
Imbiciles

sheepsh4gger wrote: »

Especially that your phone number is printed on the Parcel Motel label...


I only get things delivered to the official parcel lockers at petrol stations, this makes everything simple and predictable. Recently I had to buy a house appliance, it was classified as an oversized item but it fit in a locker OK.

The bits i bought definitely wouldn’t fit in a locker

To give them their credit I had something arrive in NI Monday, checked in in Dublin Tuesday morning and in my locker by Tuesday lunchtime. In all my years using them I've never had service like that.

sheepsh4gger wrote: »

It's near to impossible from my experience. All you can do is log a support ticket through their website (it's a skin on the ZenDesk ticketing system many companies use). Then eventually, after a month they will reply by email.

I got a reply today, two weeks after my original ticket. Woeful stuff.

VG31 wrote: »

That's pretty standard for me. Most of the time if it's delivered early enough in NI it's checked-in that evening in Dublin and stored between 2 and 4 am the next day. Otherwise it's the same but a day later.

It’s standard practice when they’re not busy. But it’s like they can’t foresee what to do or handle themselves when they get busy. They just fall apart

2012paddy2012 wrote: »

I buy a lot from Amazon using parcel motel.
Up until recently all was well.
They cannot locate two of my last orders despite Amazon confirming delivery to them .

Any reliable way of using Amazon to get items delivered here ?
Near an hour on phone to get through to make an enquiry . Seems unreasonable... no reply from email ... it’s a no win situation...
anyone know is there a claim procedure with parcel motel , or do you just suffer the loss ?

https://parcelmotel.com/terms/

2012paddy2012 wrote: »

I buy a lot from Amazon using parcel motel.
Up until recently all was well.
They cannot locate two of my last orders despite Amazon confirming delivery to them .

Any reliable way of using Amazon to get items delivered here ?
Near an hour on phone to get through to make an enquiry . Seems unreasonable... no reply from email ... it’s a no win situation...
anyone know is there a claim procedure with parcel motel , or do you just suffer the loss ?

Time limit of 14 days from when you become aware of item being mislaid and also check their list of prohibited items, I would presume if your missing items are on this list, then no re imbursement.

august12 wrote: »

Time limit of 14 days from when you become aware of item being mislaid and also check their list of prohibited items, I would presume if your missing items are on this list, then no re imbursement.

Thank you , one is 6 pack of toothpaste ! 50 quid and another Arsenal annual ... 10 euro ...they are aware as I emailed them and they say they are looking .... not much point in emailing claim as they don’t reply , so registered post I suppose thanks

s1ippy wrote: »

Two Christmases ago I ordered a couple of board games from amazon and they went missing despite amazon claiming they were delivered. I even drove to the courier's depot. They apparently spent an hour looking for it while I waited. It wasn't there and I had no recourse because it was down as delivered. Now I would pursue that relentlessly until I got satisfaction but I wasn't aware of my consumer rights back then so some delivery driver got fifty quid off their Christmas presents.

What does this mean “

some delivery driver got fifty quid off their Christmas presents.[/quote]

Took me 7 minutes and 15 minutes to get through, not terrible really - although all they did was tell me there was a massive delay on Royal Mail stuff.

8.19 Tuesday morning delivered to Newtownabbey only showed up an hour ago on their system. Gonna try and avoid them over Xmas.

abcCORK87 wrote: »

It's pure chaos out with all courier companies, the only one that seams to work fine is an post.

Ronan Collins on RTE Radio1 (Mon-Fri, 12 noon-1) today said that his postal requests are now taking several days to arrive because he's getting (snail) mail for birthdays and anniversaries which are arriving too late to be read out on the actual date. He then read a request which arrived on a postcard for someone who's birthday was on the 9th - three days ago.

Meaning that An Post is creaking under the pressure as well.

Was going to start a new thread, but this is good enough I reckon.

Ordered 3 PC parts from Amazon, couldn't get them from someone to deliver directly to me, so used PM. Set up the account, and selected home delivery, lodged €24 into the account*. First 2 parcels arrived and were delivered, I had to cancel the third after 2 weeks as it hadn't even dispatched.

When I got the parts, one of them was a motherboard. The seller didn't put it in an Amazon box, instead just sent it as if you'd walk in and buy it from the shop. When I noticed it was "delivered" (left behind a flower pot, no call), I saw damage to the box, and when I opened it there was damage to the plastic wrapping around the MB (where it was obviously left with something digging into it for a while). The MB looked alright, but because of the delay on my 3rd item I couldn't check until all 3 were received (RAM and CPU, need all 3 together because the RAM and CPU wouldn't work on the old MB anyway). Put it all together, and nothing. DOA as I thought.

Went to arrange to return to seller, but never used PM before so not sure how that would work. Saw PM do a return option, and it was at that stage I notice they take a picture of your item before they send it for delivery. No damage when they received it, so plain as day they damaged it in transport. It's a £87 item.

They are point blank refusing to refund/resolve the issue, saying the seller didn't package it properly. Twice they have avoided my question of how it can get from the UK to Antrim (most likely via airmail) with no damage, and it was damaged by the time it got to me. The case is still with them, but this is ongoing since the end of September, and it took them 1 week to reply initially, and 3 more weeks (and 2 emails) before they replied again.

Just to give a heads up to anyone else thinking of using them. Don't, use Parcel Wizard instead. I've no idea what they're like, but for a company as big as PM/Nightline to refuse to refund literal change to them in the middle of one of their busiest times ever, it's just not acceptable, especially when they provided their own proof that it was damaged by them. I will never use them again, nor will I use anything that uses Nightline if possible.

Edit: *This was done after the first one arrived in PM, now that I recall.

Dtp1979 wrote: »

What’s this thing about lodging money into your account with them? I have my card linked to my account and it’s strictly pay as you go/use. Am I missing something here?

I used Paypal and I wasn't sure on how it worked, just saw you could lodge and as at the time I was getting 3 items delivered, I lodged 3x€8. Don't like having my card on sites I rarely use. I got a message when the first item got to PM asking me to lodge money iirc.

silver2020 wrote: »

For a seller to send a box like that without extra cushioning is asking for damage. I'd be siding with PM on this one - how do you know the damage didn't happen before it got to PM?

I agree it shouldn't have been sent like that, but it got from the UK to Ireland with no visible damage. The box was in perfect condition when they got it, and now there's a huge imprint in the box where it was wedged into something. And I can't contact the seller, because the return window is gone because of PM's slow ass response. It's clear as day in the pictures.

Edit: Their response was basically saying that they don't care how they handle items.

Potential-Monke wrote: »

I agree it shouldn't have been sent like that, but it got from the UK to Ireland with no visible damage. The box was in perfect condition when they got it, and now there's a huge imprint in the box where it was wedged into something. And I can't contact the seller, because the return window is gone because of PM's slow ass response. It's clear as day in the pictures.

Edit: Their response was basically saying that they don't care how they handle items.

It .still wasn't packaged properly to make the full journey. The seller is at fault. If may have been fine while PM had it but it's poor packaging meant it got damaged during normal handling.