Problem with Interparcel, again - advice?

[TheBalloonPrintingCompany]

For the second time in a matter of less than 6 months Interparcel the online courier look as though they may well cost me a refund again, just wondered if anyone has had similar problems to what I put below and what they did, or where I stand?

I took a last minute order Friday morning at 8am, shipped them out on a courier booked Friday who collected my parcel midday, for a delivery from Nottingham to Glasgow. I booked a guarenteed next day, understanding this would arrive on Monday. This never arrived and still today hasn't been delivered. My customer needed these by 930am this morning and is now asking for a refund. After my last fiasco with Interparcel I put a disclaimer on my site about courier deliverys that once we let the parcel leave and go in to the couriers hands we have no control and accept no responsibility for missed, late or delayed deliveries. Also the goods can be reused by the customer, as they just have his employers logo on, with no dates or times, and he is a repeat customer. I am pretty sure I can keep my customer happy, but I am just so angry with Interparcel for messing up again, and makes me wonder why I pay for a guarenteed next day when they repeatedly don't deliver.

 

[downsouth]

Have you contacted them to discuss??

did you book a 'timed service' or just 'next day'??

They've always been helpful with my queries

 

[TheBalloonPrintingCompany]

Booked a guarenteed by the end of the next working day, i.e Monday - which would of been within plenty of time.

Tried calling them also, the customer services lady offered no explanation for failure to deliver, could not even tell me where my parcel is right now!

The thing that really gets to me is that I work hard and would work 24/7 if I needed to to make sure all the work I pump out is perfect, I pride myself as a small retailer on impressing my customers, and then something that is beyond my control like this chucks all this down the pan!

 

[lww]

I'd suggest you get a refund from Interparcel as they failed to provide the required service and offer that to your customer as a partial refund on his order by way of compensation for the inconvenience.

 

[roydmoorian]

I think the words "Most of the UK" could be significant.

Glasgow is often called Zone 2 - 48 hour

Interparcel Premium
Guaranteed collection on the date you choose, or your money back.
Delivery is guaranteed by end of next working day after collection to most of
UK mainland, or your money back. This service is delivered by UPS.

 

[TheBalloonPrintingCompany]

Well, the saga continues, a whole day wasted on trying to sort this out.

I rang them 4 times within 2 hours, and Citilink 3 times.

My customer said to me he would be happy if I could get the goods to him by the end of the working day at his shop, which is only a few miles away according to google maps.

I rang Interparcel who claimed to of rung Citilink whilst on hold to request this, but literally 30 seconds after being out on hold the lady returned saying Citilink declined this request, refusing to believe she had even spoken to them, I asked for Citilink's details and my actual Citilink ref number, they refused to give me this at first, but backed down. I rang Citilink and got throigh to the Glasgow office, explained my situation and the gentleman was more than helpful, he said he didn't see a problem, but the request had to come from the account holder (Interparcel) as in all fairness I could of been anyone.

I called Interparcel back, explained again the whole story, and my call to Citilink, and my last call to Interparcel, they said that Citilink, and I quote:

"Often tell misleading stories and are notorious for lying"

I was very angry by this point, so rang Citilink again and told them what was said, and the lady said she would speak to a manager and call me back to see if there was anyway of going around Citilink, and within 5 mins I got a call back, but unfortunately as there was no way of verifying who I was they could not change it. The told me if I could get Interparcel to put in the request they would happily oblige, I mentioned they apparently had put in a request earlier, and they told me there is no record of such on their system.

So back to Interparcel, I explained the whole story to another new person, she insisted that Citilink had been notified and would do it again. I asked to speak to a supervisor or manager and this was declined, the lady said I would be told the same thing. I quickly rang Citilink back to explain knowing they wouldn't be able to help me, but with secret hope they make take notice and cancel their account with Interparcel! They reitterated that they are willing to help, but the request does need to come from the account holder. Again a final call to Interparcel, they again said Citilink were lying and that they will not help me any further.

What do I do!?

 

[QuickHomeBuyers]

I would get abusive with InterParcel at this stage althought in my experience I never had to because things usually take one or max two phone calls.

After being frustated at your level, I would ring them and demand or be abusive.

 

[downsouth]

Oh dear what an experience, cant say i've ever faced this with interparcel.

What I cant understand though is why citilink would not assist? what were they wanting from interparcel?

Where is the parcel??

when is the item going to be delivered?

Hopefully with all the mention of interparcel someone might pick this thread up, wont help you immediately unfortunately but may highlight issues of this nature.

I cant recommend an other 'courier booking agents' but guess they prob all the same

 

[digitalmind800]

wow have been using their service for a long time , never experienced any problems... i guess i was just lucky, will be more careful from now on, thnx for sharing.

 

[TheBalloonPrintingCompany]

Just to update this some more

Their website is now saying this parcel is delivered, however, this parcel has not been delivered to my customer and now subsequently looking like they have lost the parcel. Did they know this all along and just failed to admit this?

They bluntly refuse to let me speak to anyone above a glorified so called customer service rep, by the name of Rebecca Pulling, who refuses to tell me anything what so ever!

 

[TheBalloonPrintingCompany]

and a further update if anyone is continuing to read the soap opera called Interparcel!

Rebecca Pulling now claims the parcel is on the way to being delivered. She admitted, but never apologised that the Interparcel site is misleading and full of Jargon not to be understood by the regular person.

Apparently I will be given a call from Sarah Loosemore the director at 1pm....I await with baited breath!

 

[Aussie Dean]

Sounds like she is Pulling your wang.......don't you just hate customer service that bullcraps you? I had a similar situation with UPS a few months back.

 

[sarah.m.dixon1]

I'm a small business owner and so like you, I get frustrated when I pay for a service and that service doesn't happen. I don't have time to be chasing people to fulfil their duties. But if you find a reliable courier service it makes running your business so much easier.

I do hope that you get somewhere with Interparcel. Good Luck!

 

[TheBalloonPrintingCompany]

Does anybody know a good courier I can use that is priced similar to that of Interparcel offering a sameday pick up - I don't mind paying a bit more as to be honest, I will never touch Interparcel again.

In regard to all of the above posts, I wrote to them, they never replied to date. They also are not replying to emails.

 

[primar]

You've had a lousy experience by the sound of it - one of the problems with delaing with "3rd parties" using one of the established overnight companies for their collections & deliveries.

To be honest, the "guaranteed deliveries" are pointless, except in relation to getting your money back or compensation - parcels are delivered using machines & human beings - machines breakdown, get stuck in bad weather or get involved in RTA's, & human beings make mistakes.

If you have to use the overnight companies, I would suggest opening up an acount with them directly - it will probably cost you more per item, but can save you a lot of time & effort when something goes wrong. If you get to know your local office & staff, you can get a lot more help than useing a 3rd party agent.

If all else fails my company specialise in courier/freight serviecs to Scotland, but its not really designed for small packages & the prices would probably make your products uncompetitive.

hope things work out

jerry

 

[KidsBeeHappy]

Does anybody know a good courier I can use that is priced similar to that of Interparcel offering a sameday pick up - I don't mind paying a bit more as to be honest, I will never touch Interparcel again.

In regard to all of the above posts, I wrote to them, they never replied to date. They also are not replying to emails.

Maybe not relevant to you if your problem is failed deliveries, but with regards to failed collections try and avoid booking the same day that you want collection, try and book before the close of the business day prior (midnight at absolute latest).

When you book the same day that you want pickup it means that you're job isn't on the drivers manifest in the morning, and each driver has the ability to reject a job that's sent through to them en-route, and they may do this if it's one of those days where they see delays, or where the route is already filled to capacity. It is also extremely likely that your job will get missed if it's on a route where the driver simply goes around the route once a day (by midday - he's already half way round).

Also, some depots have early cut offs. Some cut off as early as 9am, so even through interparcel will take the booking, and the carrier will accept it, the depot won't. The booking websites don't have a list of depots with early closures, it's not built into the parcel bookers APIs with the carriers, and the carriers themselves very very rarely hardly ever bother to flag it to the booker or the customer.

 

[jewls121]

i have had no problems up until i used DHNL VIA INTERPARCEL i had two parcels to be picked up the first no problem DHL the second booked for the same day and PAID, so one day later the track number says it is in the van and ready to be delivered interparcel say this is there way and they can do nothing about it and to contact them 'DECEPTION' to my customers and like it or lump it i am made a part of it simple trading standards and consumer rights you will not spend hours with them like you do trying to chase up your courier and the more complaints the better it is an offence to take money and not provide the service paid for them and there partners in crime should be made accountable in this day and age these businesses should not be allowed to operate maybe we will see a change in the laws to protect the innocent chancers that is what they are sorry forgot to add my parcel is still with me
regards geo

 

[KidsBeeHappy]

i have had no problems up until i used DHNL VIA INTERPARCEL i had two parcels to be picked up the first no problem DHL the second booked for the same day and PAID, so one day later the track number says it is in the van and ready to be delivered interparcel say this is there way and they can do nothing about it and to contact them 'DECEPTION' to my customers and like it or lump it i am made a part of it simple trading standards and consumer rights you will not spend hours with them like you do trying to chase up your courier and the more complaints the better it is an offence to take money and not provide the service paid for them and there partners in crime should be made accountable in this day and age these businesses should not be allowed to operate maybe we will see a change in the laws to protect the innocent chancers that is what they are sorry forgot to add my parcel is still with me
regards geo

Interparcel have nothing to do with the tracking.
Tracking comes from and is updated by the parcel carrier, any errors or inaccuracies in tracking data originate with the parcel carrier, not Interparcel.

 

[Digger]

Does anybody know a good courier I can use that is priced similar to that of Interparcel offering a sameday pick up - I don't mind paying a bit more as to be honest, I will never touch Interparcel again.

In regard to all of the above posts, I wrote to them, they never replied to date. They also are not replying to emails.

Sorry you're having a trying time.

I have used quite a few couriers over the years ( Citilink/TNT/PorcelFarce/Interlink /DPD/ Fastways<GRRRRR and so on)- but our latest is excellent, we put all sorts of weird requests over and above the normal next day, and they have turned up trumps everytime.
Have used them for a while now.

And I always get to speak to the local depot - who have ( thus far- touch wood) always sorted things out ( things like clients moving from one hotel to another- film crews) rather than a "customer service" experience.

Books online,paperwork prints off/mailpacks etc supplied.
pricing excellent ( frankly don't know how they do it- cheap as chips).


having said that - all couriers have their off days - its how they deal with the fall out is the test.

am I allowed to mention them ?
APC < (big thumbs up from me)

 

[nomoneycozhorses]

While problems happen beyond their control, that of tracking not working they will do their best to keep you informed.

 

[mit74]

used them once and they lost a £60 disk drive and never used them again. That works out as a 100% failure rate