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

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    #2192
    gar
    Registered Users Posts: 1,097 ✭✭✭gar


    I have 3 items been sent with PM for out over a week now. All saying Dublin outbound for at least 5 days. On to NI and other to England. Absolutely crazy no sign of movement especially the NI bound one


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    #2193
    dkd21
    Registered Users Posts: 117 ✭✭dkd21


    What kind of delay are people experiencing at the moment from Dublin depot to locker ? Im in Dublin and waiting 5 days since it was accepted into the Dublin depot.. I'm patient enough and don't want to be adding to their customer service ticket list if needed but would also like my parcel..


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    #2194
    Beric Dondarrion
    Registered Users Posts: 2,033 ✭✭✭Beric Dondarrion


    gar wrote: »
    I have 3 items been sent with PM for out over a week now. All saying Dublin outbound for at least 5 days. On to NI and other to England. Absolutely crazy no sign of movement especially the NI bound one

    The email I received on Friday said there was a backlog due to their scanners being broken. Nothing has left the Dublin depot in days......not looking good. I've 4 parcels stuck there for over a week at this stage!


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    #2195
    samo
    Registered Users Posts: 2,149 ✭✭✭samo


    I’ve a sent parcel to UK at outbound delivery since Dec 2nd and no answer or response to emails since 8th, it’s being sent back for refund too so not happy at a cost of 15euro to send!


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    #2196
    robarmstrong
    Registered Users Posts: 1,598 ✭✭✭robarmstrong


    An update on my experience.

    I went to the depot, all correspondence printed off, call logs, emails, etc. Spoke to reception said I wanted to speak to a manager immediately.

    Manager came out, listened to me, went back inside, came back, said parcel was lost and they'd offer a refund. Told him they'd want to offer a refund and more for the absolute waste of time and hassle I went through just to get told I'd be offered a refund and politely indicated that the item in question was a couple of hundred euro and if they didn't pay it in full (I know they have insurance for certain amounts and the item was over this) I'd be going through small claims as quite clearly someone at the depot had stolen my item and I highly doubt that their "insurance" would cover themselves for staff stealing items rather than items just being damaged in transit.

    Rushed back inside and came back out ten minutes later with my parcel.

    I wonder how it only managed to appear within the last ten minutes of the interaction after 5 weeks of back and forth of queries of nobody knowing where it was.

    EDIT: to clarify, they did respond on the 29th asking for an invoice of my purchase, to which I provided numerous times every 3 days after that until my visit to the depot.


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    #2197
    Quackster
    Moderators, Regional South Moderators Posts: 5,763 Mod ✭✭✭✭Quackster


    Gadgetman496 wrote: »
    Once they accepted it you'd imagine they would be liable to refund you.

    The fact they never bothered to contact you until you went looking is terrible.
    Not if it's an item that they've classed as prohibited in their T&Cs.

    I'd imagine stuff is coming into them from other couriers by the cage-load every day and they simply can't inspect every item individually on arrival.


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    #2198
    Dublinandy3
    Registered Users Posts: 426 ✭✭Dublinandy3


    I know this is going off topic slightly and I know they are super busy but it’s worrying their comms or marketing departments haven’t said anything about it yet, I know equivalent services have.

    Do you think they could just cut off that part of their service without warning?


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    #2199
    ED E
    Registered Users Posts: 36,167 ✭✭✭✭ED E


    Dublinandy3 wrote: »
    I know this is going off topic slightly and I know they are super busy but it’s worrying their comms or marketing departments haven’t said anything about it yet, I know equivalent services have.

    Do you think they could just cut off that part of their service without warning?
    They do it every year. November to Jan they just bury their heads and ignore everyone.


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    #2200
    foxy_j
    Registered Users Posts: 293 ✭✭foxy_j


    Hi,
    Does anyone know how late can you change your locker pick up location.
    Can you do it once the package is checked in to the Dublin depot?

    Just I'm going home for Christmas and I'm waiting on a package from the Uk. I'll want to redirect it to another locker location if it arrives in while I'm away.

    Thanks


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    #2201
    wilser
    Registered Users Posts: 1,104 ✭✭✭wilser


    Hi
    Apologies if this has been asked and answered before.First time using parcel motel.
    I am getting an item delivered to Newtownabbey, the courier has emailed saying they will need a signature when they deliver it there. What way does that work with parcel motel?
    Thanks


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    #2202
    sweetie
    Registered Users Posts: 9,791 ✭✭✭sweetie


    normally that would be fine. However, with Covid they aren't signing for it most of the time but you should be ok.


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    #2203
    ED E
    Registered Users Posts: 36,167 ✭✭✭✭ED E


    If its booze/meds then they might have an issue. If its just POD then its fine.


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    #2204
    wilser
    Registered Users Posts: 1,104 ✭✭✭wilser


    Don't even know what pod is🀔
    It's a watch so hopefully all will be good. Thanks for the help


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    #2205
    whiterebel
    Moderators, Business & Finance Moderators, Sports Moderators Posts: 14,873 Mod ✭✭✭✭whiterebel


    wilser wrote: »
    Don't even know what pod is��
    It's a watch so hopefully all will be good. Thanks for the help

    Proof of delivery. If its expensive did you take out their insurance?


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    #2206
    cheeto
    Registered Users Posts: 21 ✭cheeto


    Still haven’t heard back from them after them removing the Parcel Motel collection point with my package in it. They promised it’d be moved to a nearby location but it’s listed as Expired for over a week.


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    #2207
    wilser
    Registered Users Posts: 1,104 ✭✭✭wilser


    whiterebel wrote: »
    Proof of delivery. If its expensive did you take out their insurance?

    It's not that expensive, €80. Didn't take out insurance


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    #2208
    Nicks delight
    Registered Users Posts: 55 ✭✭Nicks delight


    Deleted User wrote: »
    They seem to have lost an item that was marked "Delivered" on the 21st May by Royal Mail. I have the tracking number and everything.

    Same happened to me. Bought a computer part from Amazon and they shipped it with Royal Mail. I have a tracking number by Royal Mail and they delivered my parcel and it was signed by Parcel Motel yet they never acknowledged they got it like they usually do. Same as you, I also had another parcel delivered to them on the same day and they sent me an email to tell me it had arrived so something seemed not right with the other parcel.

    Parcel Motel do not answer the phone and have not replied to my email apart from the standard email saying someone will call in the next tree days. NO-ONE CALLED. As far as Amazon is concerned this parcel is no longer their responsibility.

    I have tried everything I possibly can to get a response from Parcel Motel but nothing. I seems to have "lost" well over 350 euro and gained a ruined Christmas. Cant afford to buy a new computer part.

    The cynical part of me reflecting on my dealings with Parcel Motel and their behavior. I find it strange that it is the most expensive parcel out of all the parcels that just happens to disappear. I thinking of another choice word than "lost". I checked on another review website and found that it seems to be many many other people that are victims to the same fate as me. Will give it another month and then ill seek legal action to get some of the money back.


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    #2209
    Stephen Gawking
    Registered Users Posts: 272 ✭✭Stephen Gawking


    The level of thievery in parcel motel is (allegedly) staggering. I have been awaiting 2 separate deliveries, 1 from 6 weeks ago & 1 from 14 weeks ago. Only 1 came from the UK. Customer is beyond shocking & I've been treated with absolutely nothing but contempt. I established that the 2nd delivery was received & signed for in NI, Shipped to Dublin & when i started enquiring i got sent an email with a pboto of said package.
    Several weeks later i ended up in their lobby in finglas only to be eventually told they don't know where it is. It may be back in NI, maybe Santry (?) Or finglas & that they'll look for it again. This is beyond maddening. Has anyone ever had any joy with them? Anyone gone down the legal route or is that even possible? Or worthwhile? Suffice to say that its the last time I'll ever be using them. A joke of a company.


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    #2210
    46 Long
    Closed Accounts Posts: 355 ✭✭46 Long


    Nicks delight wrote: »
    Same happened to me. Bought a computer part from Amazon and they shipped it with Royal Mail. I have a tracking number by Royal Mail and they delivered my parcel and it was signed by Parcel Motel yet they never acknowledged they got it like they usually do. Same as you, I also had another parcel delivered to them on the same day and they sent me an email to tell me it had arrived so something seemed not right with the other parcel.

    Parcel Motel do not answer the phone and have not replied to my email apart from the standard email saying someone will call in the next tree days. NO-ONE CALLED. As far as Amazon is concerned this parcel is no longer their responsibility.

    I have tried everything I possibly can to get a response from Parcel Motel but nothing. I seems to have "lost" well over 350 euro and gained a ruined Christmas. Cant afford to buy a new computer part.

    The cynical part of me reflecting on my dealings with Parcel Motel and their behavior. I find it strange that it is the most expensive parcel out of all the parcels that just happens to disappear. I thinking of another choice word than "lost". I checked on another review website and found that it seems to be many many other people that are victims to the same fate as me. Will give it another month and then ill seek legal action to get some of the money back.


    How did you top-up your PM account? If it's PayPal, raise a case and escalate it to a claim. If you used a card, tell your bank or Visa/Mastercard that you want to do a chargeback. They can't stay in business if they lose access to PayPal or card payments. Hit them where it hurts.


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    #2211
    pm1977x
    Registered Users Posts: 1,213 ✭✭✭pm1977x


    robarmstrong wrote: »
    An update on my experience.

    I went to the depot, all correspondence printed off, call logs, emails, etc. Spoke to reception said I wanted to speak to a manager immediately.

    Manager came out, listened to me, went back inside, came back, said parcel was lost and they'd offer a refund. Told him they'd want to offer a refund and more for the absolute waste of time and hassle I went through just to get told I'd be offered a refund and politely indicated that the item in question was a couple of hundred euro and if they didn't pay it in full (I know they have insurance for certain amounts and the item was over this) I'd be going through small claims as quite clearly someone at the depot had stolen my item and I highly doubt that their "insurance" would cover themselves for staff stealing items rather than items just being damaged in transit.

    Rushed back inside and came back out ten minutes later with my parcel.

    I wonder how it only managed to appear within the last ten minutes of the interaction after 5 weeks of back and forth of queries of nobody knowing where it was.

    EDIT: to clarify, they did respond on the 29th asking for an invoice of my purchase, to which I provided numerous times every 3 days after that until my visit to the depot.

    That is shocking, did you ask him how he found it all of a sudden?


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    #2212
    Nicks delight
    Registered Users Posts: 55 ✭✭Nicks delight


    I used both. Have now removed my card details from there as i cant follow their logic with charges on my account at times and question their accuracy of charges. at least with paypal they cant use my authorisation or money apart from what i deposit in to the parcel account.


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    #2213
    Nicks delight
    Registered Users Posts: 55 ✭✭Nicks delight


    46 Long wrote: »
    How did you top-up your PM account? If it's PayPal, raise a case and escalate it to a claim. If you used a card, tell your bank or Visa/Mastercard that you want to do a chargeback. They can't stay in business if they lose access to PayPal or card payments. Hit them where it hurts.

    Its hard to open a claim when there is no one that respond to your calls/emails. There is no line of communication, only waiting loops and automatic curtsy emails and no insight to any possible action they might or might not take. so how to get money for your lost item seems a mystery to me....apart from taking them to court when you can prove that you have exhausted all other means.

    I suppose you are right about reversing charges. If they don't deliver then why pay a delivery charge. but...they usually charge me when when my parcel arrives in Norther Ireland and transported to Dublin (in my case) so if it is lost in Dublin then....well, what do i know; I'm not a legal expert. :confused: I will have to read up on this. :)


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    #2214
    harmless
    Registered Users Posts: 972 ✭✭✭harmless


    robarmstrong wrote: »
    An update on my experience.

    I went to the depot, all correspondence printed off, call logs, emails, etc. Spoke to reception said I wanted to speak to a manager immediately.

    Manager came out, listened to me, went back inside, came back, said parcel was lost and they'd offer a refund. Told him they'd want to offer a refund and more for the absolute waste of time and hassle I went through just to get told I'd be offered a refund and politely indicated that the item in question was a couple of hundred euro and if they didn't pay it in full (I know they have insurance for certain amounts and the item was over this) I'd be going through small claims as quite clearly someone at the depot had stolen my item and I highly doubt that their "insurance" would cover themselves for staff stealing items rather than items just being damaged in transit.

    Rushed back inside and came back out ten minutes later with my parcel.

    I wonder how it only managed to appear within the last ten minutes of the interaction after 5 weeks of back and forth of queries of nobody knowing where it was.

    EDIT: to clarify, they did respond on the 29th asking for an invoice of my purchase, to which I provided numerous times every 3 days after that until my visit to the depot.


    This may help, it's the terms and conditions you enter into with parcel motel.


    https://parcelmotel.com/terms/

    Our Liability howsoever arising and notwithstanding that the cause of any theft, loss or damage be explained or unexplained shall not exceed:
    a) The replacement value of any goods or merchandise stolen, lost or damaged OR
    b) EUR €100 (one hundred euro) whichever shall be the least


    So you can get back €100 in your case, which is about as much liability coverage you can expect from this type of service.
    I understand taking the risk on expensive items with parcel motel, I do it too sometimes and it's pure luck that it has worked out for me.


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    #2215
    Nicks delight
    Registered Users Posts: 55 ✭✭Nicks delight


    [QUOTE=So you can get back €100 in your case, which is about as much liability coverage you can expect from this type of service.
    I understand taking the risk on expensive items with parcel motel, I do it too sometimes and it's pure luck that it has worked out for me.[/QUOTE]


    That is correct and you can buy extra liability coverage. Still, i think its time for a change. If they want to make money transporting my product they should have more responsibility for it. Otherwise it is just a license to neglect, to steal and so on, if there is no consequence for the delivery companies. Time to speak to government officials. Time for petitions. time to be annoying and ask questions. Change never came around by being quiet and compliant.:D


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    #2216
    harmless
    Registered Users Posts: 972 ✭✭✭harmless


    Nicks delight wrote: »
    That is correct and you can buy extra liability coverage. Still, i think its time for a change. If they want to make money transporting my product they should have more responsibility for it. Otherwise it is just a license to neglect, to steal and so on, if there is no consequence for the delivery companies. Time to speak to government officials. Time for petitions. time to be annoying and ask questions. Change never came around by being quiet and compliant.:D


    I completely agree but I think that will require change in legislation as there is no incentive for the companies to change.


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    #2217
    46 Long
    Closed Accounts Posts: 355 ✭✭46 Long


    Nicks delight wrote: »
    Its hard to open a claim when there is no one that respond to your calls/emails. There is no line of communication, only waiting loops and automatic curtsy emails and no insight to any possible action they might or might not take. so how to get money for your lost item seems a mystery to me....apart from taking them to court when you can prove that you have exhausted all other means.

    I suppose you are right about reversing charges. If they don't deliver then why pay a delivery charge. but...they usually charge me when when my parcel arrives in Norther Ireland and transported to Dublin (in my case) so if it is lost in Dublin then....well, what do i know; I'm not a legal expert. :confused: I will have to read up on this. :)

    You open the claim on PayPal. Find the last top-up and report an issue. PM won't respond so after a few days you escalate to a claim. PM still won't respond so eventually PayPal will decide in your favour and refund the payment you made. It's a legitimate complaint - you've paid for a service that they have failed to deliver.

    This won't cover the loss of your parcel, but no company wants PayPal and the likes of Visa/Mastercard investigating them and potentially suspending access to their services after a deluge of customer complaints, chargebacks and a pattern of parcels mysteriously going missing.


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    #2218
    gar
    Registered Users Posts: 1,097 ✭✭✭gar


    gar wrote: »
    I have 3 items been sent with PM for out over a week now. All saying Dublin outbound for at least 5 days. On to NI and other to England. Absolutely crazy no sign of movement especially the NI bound one

    Update on this, the parcel to England appeared but no update on the parcel Motel website. Parcel to NI has not appeared yet... Weird


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    #2219
    whiterebel
    Moderators, Business & Finance Moderators, Sports Moderators Posts: 14,873 Mod ✭✭✭✭whiterebel


    What has happened a lot in the past is that PM has been delivered to PW and vice versa., as they are in the same estate. PW is closing on Friday, I’d be ringing their office.


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    #2220
    viperlogic
    Registered Users Posts: 1,304 ✭✭✭viperlogic


    I too have a parcel which was going from PM to PM stuck for a week now (since the 8th) as "outbound - parcel motel dublin".

    Long time user of PM and this is the first issue ever had with them


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    #2221
    Beric Dondarrion
    Registered Users Posts: 2,033 ✭✭✭Beric Dondarrion


    viperlogic wrote: »
    I too have a parcel which was going from PM to PM stuck for a week now (since the 8th) as "outbound - parcel motel dublin".

    Long time user of PM and this is the first issue ever had with them


    I spoke with a representative for about 30 minutes yesterday due to me currently having 4 packages in an outbound state since the 2nd of December. He was adamant that the issue had been fixed and they were working through the backlog. This is the same story I was told last Friday by another Parcel Motel rep!

    The intended recipients of these packages have been in touch about the whereabouts of their items and I'd say its just a matter of time before I have to start issuing refunds. Do I have any comeback about this (small claims etc)? Or is it a case of hoping that the parcels come back to me if they aren't shipped?

    Worst experience with PM in all my years of using them...


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