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Isabella's complaint against Parcel2Go

Isabella Curner


Service not received

Complaint against Parcel2Go

Used the website to send a parcel from the UK to Germany. I needed the parcel to arrive by Friday (latest Saturday) and therefore chose the DPD 1-3 day delivery service. The parcel was collected on Wednesday and did not arrive until the following Tuesday (damaged as well). I am not blaming the damage or delay on Parcel2Go, however when contacting Parcel2Go for a partial refund as my parcel didn't arrive within the agreed time frame I was told that none of the time frames are guaranteed. The person I spoke to was adamant that this is stated through-out the booking processed (didn't spot this information once, I booked via my mobile). I then explained that despite the fact that the time frame may not be guaranteed, I still paid for something I haven't received and requested a partial refund. I was referred back to the point that the delivery time frame is not guaranteed and I am not entitled to a refund. So the end of the story is: I paid a lot of money extra for a timed express delivery and I could have easily just chosen the 4 or 5 + day delivery which were much cheaper. In a way this is extremely misleading to offer such a specific service (1-3 day delivery) just to then put a disclaimer that this is not guaranteed. Why offer in the first place? Again, I am not blaming Parcel2GO for the delay. However, I strongly believe that if I would have booked the service with DPD directly, or any other supplier, this issue would have been handled with differently and probably would have received a partial refund for the service I haven't received. My advice: Don't use Parcel2Go. Go directly to the delivery company and make sure you look out for those apparent disclaimers!

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