Awful Management (Initial City Link)

Member Name: aemurray

Product:	Initial City Link
Date:	07/05/04 (661 review reads)
Rating:

Advantages: I'm sure there is one

Disadvantages: Customer service non existent, Inefficient, Slow to answer phones

I have had parcels delivered by Citylink 5 or 6 times now and each time I have encountered poor service in one form or another. Recent incidents:

- I had a parcel containing an electrical item left on my doorstep. Luckily for me it was still there when I got home so I called the 'call center' to complain and tell them that I was expecting another delivery and not to do the same with it. The call center turned out to be one person who took an age to answer the phone. After being passed around the houses I asked to speak to the manager. The manager turned out to be a young girl, sounding like she had just left school and had skipped all the English classes. She was completely disinterested. So when she asked me 'Is there anything else you'd like to talk about?' I blew my top and told her I wasn't calling for a chat I was calling to make a formal complaint initially about leaving goods on my doorstep which had now expanded to include the poor performance of her staff and her own attitude. She finally apologised and said she'd talk to the driver. I doubt she ever did but the next time I missed a delivery a card was left instead of the parcel which is all I wanted in the first place.

- Another time I had a guaranteed next day delivery parcel not turn up on time. Trying to track down where it was was very difficult as the London office blamed the Manchester one and the Manchester one blamed the London office and an explanataion of how they were franchises not the same company. I told them as far as I am concerned I am dealing with Citylink and and I don't care about how they are orgainised internally so someone needs to take ownership and do the chasing not expect the customer to do it for them. Finally I got someone to tell me it was on a lorry that had been snowed in. &
#78;ot my problem I had paid for guaranteed next day delivery so the retailer refunded this amount, I hope they recovered it from Citylink.

- Now once again I get home from work to find Citylink had tried to deliver a parcel. Great I think, no parcel left on doorstep. I have a neatly filled in card with a phone number. So I call to tell them I will collect the parcel myself on Saturday as I will not be at home during the day. It's 6:15 and the office is closed. So I phone at 8am the next morning by which time it is too late as the driver has already started his deliveries and will attempt to deliver to me again. The call center could easily phone the driver to tell him to strike it off his list but no, they'd rather send him on a wasted journey again. This sums up the general efficiency of the company. The management here need a good kick up the rear.

I only use them when I have no other choice.

Summary: