A letter I sent to Parcelforce (Parcelforce)

Member Name: junkmalissimo

Product:	Parcelforce
Date:	03/10/02 (227 review reads)
Rating:

Advantages: If you feel the need to test the limits of your patience, I would thouroughly recommend giving parcelforce a try

Disadvantages: Only deliver during work hours, Inflexible, Crap

COMPLAINT!!!!

It is 6.48pm on Wednesday 2nd October 2002 and I am currently listening to pathetic hold music (which I have been doing since 5.35pm on Wednesday 2nd October 2002) whilst waiting to speak to one of your advisors.

Oh, and this is not the first time in the last few days that I have performed this task. Let me take you back to last Wednesday when I purchased an expensive food supplement from Maximuscle. What would normally cost £100 was available for £50 as it was soon to reach its sell by date. So I decided to take advantage of this offer and also paid an extra £4 for next day delivery. Nothing arrived the next day so I attempted to call your helpline (or should I say "lack of helpline") but could not get through.

The parcel arrived on Friday whilst I was at work. I attempted to call your line to arrange delivery on Monday. I failed to get through so I used your website to rearrange the delivery. I managed to work from home on Monday so I could wait for the parcel to arrive but guess what???? Correct!!! Nothing turned up. I wasted another 45 minutes trying to get through to your extraordinarily busy helpline (I wonder why its so busy.....could it be that there were shedloads of people ringing up to complain about your abysmally poor levels of service?????) so I rearranged the delivery again on your website for delivery on Tuesday.

I called on Tuesday morning and got through and asked where my delivery was. They informed me that they would confirm this with the local depot (by the way, I think I tried to call the depot about a million times but got an engaged tone everytime!!!!!). The depot called me that afternoon to say that it would be arriving tomorrow (which is today Wednesay 2nd October). Apparently the driver's van broke down on Monday. Apparently, there was no request for delivery on Tuesday (so I guess that means your website doesn't actually work!!!!!!!!!)

At about 3 pm this aftern
oon (after the lack of arrival of said parcel) I decided to call your infamous helpline again (I managed to work from home for the third day in a row by tactically rearranging my meetings...see how exceptionally accommodating I have been to you incompetent people so far in this story?????!!!????). I became very irate with the person, explaining how unhappy I was with the situation and the fact that I will now not be in a position to receive my parcel (a week since I ordered the stuff!!!!) for the next couple of weeks (by which time, the product will be passed its sell by date) as I am going away so if she could ensure that it is delivered today. She said that she would get the depot to call me as a matter of urgency.....which...as you have probably guessed already.....did not happen.

I have finally got through to another one of your reperesentatives (7.18pm....that was a long time to listen to one bad hold tune) named Omar who informed me that it was scheduled for delivery tomorrow (Thursday 3rd October), the third arrangement for delivery I had made for this parcel. I politely explained to him that I had not specifically asked for this to be delivered tomorrow (i guess that was down to the last representative I had the pleasure of conversing with....no doubt it was the least (or most) she could do...) and asked him why the parcel had not been delivered today. He was at a loss to explain why so I had to escalate my concerns to his manager George. After a frank exchange of views (He said that he couldn't call the depot as all depots close at 7pm. I informed him that according to the card I have, they close at 8pm) George called the depot but was unable to get through (no surprise there really). I informed George that the latest I can receive this parcel is 10.30am Thursday 3rd October. George informed me that he will try and see what he can do to get it delivered by 10.30am. I wait with baited breath.

Now to the point of my correspondence. If I
do not receive my parcel tomorrow (8 days after I ordered for next day delivery!), then given the fact that I will not be able to receive this for another two weeks...by which time, the food supplement will be rendered useless, will you compensate me for the cost of this product and the inconvenience staying at home for three days has caused me?

A prompt reply, not part of your company culture I know, would be much appreciated.

Summary: