May The Farce Be With You Or Not-ParcelFarce (Parcelforce)

Member Name: debmercury

Product:	Parcelforce
Date:	09/04/09 (573 review reads)
Rating:

Advantages: None I can think Of

Disadvantages: Non Existent Customer Service

I have decided to write a review about Parcelforce to warn others against using them. Although I realise some of you may have positive experiences with them unfortunately mine is a very negative one.

~What is Parcelforce~

ParcelForce is a local force in world delivery Parcelforce Worldwide is a leading provider of guaranteed express deliveries and covers 27 million addresses in the UK and 99.6% of the world population.

~Global reach, local knowledge~

With their operation and networking partners spanning 240 countries worldwide, they aim to offer excellence in both business and consumer delivery.


~Winning awards for excellence~

Parcelforce Worldwide are proud winners of Business in The Community's Healthy Workplaces Award 2006.

In addition Hitwise have recognised their online developments last year.


~Working with industry experts~

As a corporate member, they sponsor the Institute of Export short course training programme.

~Why companies use ParcelForce~

Companies use Parcelforce because they are cheaper than other delivery companies. Unfortunately you get what you pay for. They are inefficient, and they just don't care if you have a problem.

~Customer Service~

The company has come under extensive criticism from disgruntled customers, dubbing it "Parcelfarce" for its reliance on automated call handling and perceived failure to meet acceptable service levels for the safe delivery of parcels and all their contents. In February 2006 Royal Mail was fined £11.4m after more than 14 million letters and parcels were lost, stolen, damaged or tampered with in the previous year.


~HM Rvenue & Customs and ParcelForce Clearance Fee's~

Parcelforce charges the recipient of incoming international parcels a "handling fee" of £8 or £13.50 if it has paid customs duty on behalf of the recipient (I paid £24.87 plus a ParcelForce Clearance Fee of £8 although I had already paid the full postage amount, this has to be paid before delivery), even though the cost of delivery has already been fully paid by the sender. In 2003 Postwatch said it would investigate, stating "This smacks of profiteering. Customers should be confident when placing orders that the price is the price, with no hidden charges, which in this case appear to be exorbitant. We will be taking this up with Parcelforce immediately" .

Commenting on the legality aspect, Postwatch stated in 2008 "there appears to be a case for saying that a postal operator may be acting illegally if it retains an item in order to claim its clearance fee". As of April 2009 ParcelForce's Clearance/Handling fee is still in place. The fee is regarded by a lot of customers as a potentially illegal scam.

~Parcelforce Brand~

The Parcelforce Worldwide logo depicts a globe with the brand name ParcelForce Worldwide across the top it is red, white and blue. ParcelForce's lorries are red and have their logo on the side. The colour red is strongly associated with the Royal Mail and Post Offices and supposedly lends more trust to the brand.


~My Personal Experience of Parcelforce~

On the 2nd of April 2009 I received a letter from Parcelforces Preston Depot stating they were holding an International parcel for me at their depot and I would have to pay charges of £32.87 for HM Revenue & Customs and a Parcelforce Clearence Fee. I was a bit miffed as I had already paid about £100 english pounds and had been waiting ten weeks (Surface Mail or Snail Mail as it is often called) for this to arrive from America for postage and packing but Hey-Ho these things happen and I was desperate to get my parcel.

~What's happened so far~

3/4/09-Paid £32.87 (Excise and Parcelforce clearance fee) online it said parcel would be delivered 6/4/09

6/4/09-Waited in all day-No parcel-Rang 08700844581 pressed 5 for other info got young girl on customer services (Preston Depot). Girl on customer services said "Having trouble with online payments sorry your parcel will definitely be delivered tomorrow 7/4/09".

7/4/09-Waited in all day-No parcel. Rang again and got same girl on customer services who again said parcel would be delivered the following day. I asked could it be delivered in the morning. "Yes" said young girl.

8/4/09-Waited in until 1.00 clock no parcel rang several times (tried ringing other numbers to see if they could help 01908687000 and 08708501150 but they just passed me back to the same girl on customer services who promised to get back to me several times but didn't), so I carried on ringing and ringing. She eventually told me parcel was yet again not out for delivery but she would see if she could get it delivered as I wasn't to far away-Rang back about 4pm same girl said couldn't deliver today but will definitely be delivered on a timed delivery in the morning 9/4/09

I am getting really frustrated now I have waited in for ParcelForce to deliver my parcel for 3 whole days and spent a fortune on calls- today is the fourth day 9/4/09 and I am not sure what excuse I will get today.

~Would I recommend them or use them again?~

No way, well not in this lifetime anyways. I am really disappointed, angry and frustrated that after waiting so long my parcel is a few miles down the road and still not being delivered and all I get is excuse after excuse, lies and broken promises. Their customer service is really poor. They seem to get away with lieing to their customers and have a couldn't care less attitude. Will update this when and if I ever get my parcel.

~Update~

Parcel was eventually delivered on the 9/4/09 and I am really glad the ordeal is over. I submitted two complaints to ParcelForce and the reply I received was well you have your parcel now, no mention or appolgy for the £12.00 I spent on phone calls or their very poor customer service .

I have edited and resubmitted this review after a complaint was made about me naming the customer service assistant (I only used her first name though). Thanks for reading, this review may be published on other sites under the same user name debmercury.

Summary: Their Customer Service Is A Joke