Newest Review: ... I was on both occasions , and is now why I feel I have justification for this public moan. The company said the driver had 'carded' me t... more
Ridiculous, if it wasn't so sad
Initial City Link
Author Name: Erwin
Initial City Link
Disadvantages: A complete shambles
I just wanted to add my City Link story, which has now led me to find out with every online order whether they use this company. If so, I will cancel any order.
I ordered a rug through a website a few weeks ago, and then received the despatch message from them last Monday. On the next day, coming home from work, I found a message from City Link in my letter box that stated they had already tried twice to deliver. And this although there were painters in the flat all day and I had informed them of the expected delivery.
The same evening I went on their website to see whether I could 'override' this message and postpone the delivery to another day. This was possible and I was given a choice of three dates, of which I chose one. The site stated that any booking could be amended before 11pm. and generated a pdf receipt, which I still have.
On the day, as I work full time, I had to arrange with a freelance friend to spend the whole day at my flat during business hours, in order to avoid another failed delivery. As discussed, he kindly spent the whole day at my flat, unable to work to his full capacity, and in the evening reported that no delivery had been made. I subsequently called their customer services line (after I eventually found the one that puts you through to more than an automated message), to be instructed that the booking had not gone through as it had been made after 7.30pm. However I was promised delivery for the following day, Friday.
With some difficulty I was able to convince my friend to spend yet another day at my flat, and fall further behind with his workload. To make sure the delivery would arrive on this day I called their service line first thing in the morning. The operator told me that the van had gone out for the day, however that 'for some reason' my rug had not been loaded. It was confirmed that the van would be called back and the the rug would be loaded on it. I called the same line twice more during the day to confirm. On the first occasion the operator was not able to get in touch with the van and promised to ring me back (which she never did), on the second occasion it was confirmed that the rug was now 'definitely' on the van. Coming home from work my friend informed me that there had been no delivery all day. So I called their Customer Service line again and was informed that 'for some reason' the rug had been taken back to the depot, and that the depot manager had left for the day.
Following a complaint I was told that they could arrange a Saturday delivery, as 'the van was going out into my area anyway'. However it was not possible to estimate a time of delivery. I then posted a complaint on their website.
The next morning the rug was delivered in the morning, however, I don't expect this story will have any effect on their pathetic practice.
As a postscript, I today received a response to last week's complaint. This however was unfortunately a response to somebody else's case...
Summary: I will in future cancel all orders when I find they are being delivered by City Link
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