On the receiving end of Interlink Express (Interlink Express)

Member Name: whiteroseuk

Product:	Interlink Express
Date:	22/11/08 (282 review reads)
Rating:

Advantages: OK if you're in when they call

Disadvantages: They use a web system that obviously doesn't work

We have recently had reason to do business with this company from the receiving customer's point of view, and for such a large, seemingly well organised company, our experience has been abysmal. My husband ordered an item from a web site, and this company tried to deliver it the next day. Unfortunately we were out, and we received a card through the door. Incidentally, he had ordered some other goods, from a different company, those came on the same day, but the courier for that company had the presence of mind to leave the parcel with our next door neighbour, so we got the delivery without any hassle. Interlink express courier obviously made no attempt to call at the neighbour to try that, but just put the card through the door. A soon as we got home on the Thursday and found the card we followed the instructions on the card, which told us to go to the website, and enter the number on the card, which we did. You are then offered several choices, we opted to choose delivery the next day (Friday) We received an email comfirming delivery would be that Friday. He also visited the main website, left them a message, explaining the situation, also ticking the box next to the statement 'contact me', and entered our phone number. No-one contacted us.

We waited in all day Friday, but received no delivery. My husband again visited the Interlink Express main website, clicked on contact us, and filled in the form explaining the situation, also again ticking the box next to the statement 'contact me', and entering our phone number. Again nobody contacted us.

We thought that the delivery courier must have run out of time, so we expected the parcel to arrive this morning (Saturday) but it had not arrived by 9.30, so believing them to only work until lunchtime Saturday, we contacted the Coventry Depot. My husband was less than inpressed with the response that he got.

The person that answered the phone was completely disinterested and made lethargic excuses about the 'system'. My husband explained that as a customer, their system wasn't his problem, and as they had confirmed by email that they would be delivering the parcel on Friday and hadn't, perhaps they should ensure that it would be delivered today. He was told in no uncertain terms that it wouldn't be delivered until Monday as they only work until 10am (!!) on Saturday. So that means he will have had to wait 4 days for his parcel that they promised they would deliver in 1 day.

If I was running a business, I would certainly think twice about using this company to deliver my parcels. It may seem efficient, and they may be prompt at collecting the parcels, but when the delivery doesn't happen for some reason, their follow up service is dreadful.

We will certainly think twice about ordering items from any website that uses this company as their couriers, and I hope any small business considering which courier to use will make sure their delivery service is as efficient as their pickup service, after all it's your customers they are serving, and so their performance refelcts upon your business.

Summary: Remember their performance reflects on your busines