I have used this company in the past, at least 2 times for low value items where their £20 base compensation amount would suffice

on my last experience I used them to carry an item of higher value and that is where things started unfolding.

As a parcel broker,

I though they are just brokers like travel agencies

I was wrong because the moment you purchase a delivery slot through their company with one of the main shipping agents such as UPS, DHL, TNT, Royal Mail, Parcel Force, YODEL and many others,

you cease to be the sender of the package as they are the sender/shipper so the actual shipping companies don’t want to know you and always refer you to the [removed] at Parcel2Go.com.

For my most recent service request,

I booked a collection through Parcel2Go via UPS late October with next day delivery on 1st November for a printer I purchased from eBay

The seller kindly agreed to allow me to organise collection at my own cost through my own courier of choice.

1st November came and late in the afternoon,

the UPS delivery driver arrived at the delivery address and rang the bell to state that he has a parcel for us

to my surprise,

moments later he stated that the parcel in question was not my one and that my parcel would follow on the next delivery.

I could clearly see my parcel in the back of his van with exactly the same box, make and model of the item ready to be unloaded but the packaging appeared to have been tampered with.

After the driver stated that he actually has 3 more of the same boxes in his van and that my one would be delivered on the next delivery, I took his word for it and let him go

here I was wrong because that was indeed my package.

(I am taking this matter with the UPS on a separate complaint and will also address this issue with the driver in question in due course)

This is where things get even uglier by the day.

I contacted Parcel2Go via chat after that day passed and no delivery took place the same day or the next day or the day or week after.

They started a so-called investigation.

During this time the tracking details for my parcel were updated to state that my parcel was incorrectly sorted and then days later it was updated to state that my parcel was now damaged.

I made countless calls to UPS and made countless chat contacts with Parcel2Go.com to ensure that regardless of the damage to my parcel every effort was made to return my parcel to the address on the shipping label.

Whilst the [removed] at Parcel2Go claimed that they were making call and sent emails to UPS to request that the parcel would be returned to the original delivery address,

UPS was telling me to go back to Parcel2Go as they are their customer not myself and that they are the official shipper not myself even though I booked the collection and I am the recipient of the parcel.

UPS was able to confirm on numerous calls that Parcel2Go was not telling the truth about the state of my parcel and that due to confidentiality reasons they urged me to go back to them

they kept on apologising day after day without offering any concrete solution.

UPS agents did however confirm that Parcel2Go did not make any contacts with them regarding a request to allow my parcel to continue its journey to the original delivery address.

Clearly Parcel2Go agents acted dishonestly and gave me incorrect information on every occasion.

I recorded all my phone conversations with UPS and have kept all the chat logs with Parcel2Go in case the matter escalates.

I am now glad I did because things took another turn from bad to worse.

Following many contacts with UPS and Parcel2Go,

I was then told that UPS could not return my parcel to my address and that it had to go back to the sender (Parcel2Go warehouse).

I was then given numerous assurances by Parcel2Go that my parcel,

regardless of its state would then be returned to my address.

Subsequently, I was told by UPS that the parcel was indeed sent to Parcel2Go and then during another live chat session, the agent from Parcel2Go did confirm that the parcel was at their warehouse and that it would be returned to my original delivery address as agreed.

By this time, as per their claims process, my claim for damage in transit was settled with an offer of £20+shipping fees but here is when things got worse.

After 2 weeks passed since my last contact and the promise of return of my parcel (as recorded on chat logs), during one live chat where I queried what was happening,

this time I was told that my parcel is now lost in transit.

I challenged them but they kept on giving me scripted excuses,

apologies but no concrete response.

I was very shocked and complained to their claims department but they kept on stating that as my original claim for the damage in transit was settled there was nothing else they could do.

[Removed]

Because they have non-disclosure agreement with the courier company,

the customer is always sent back to Parcel2Go and the courier does not accept any liability.

[Removed]

I am giving you a brief account of my experience here

[Removed] as well as false promises about the actions they would take to resolve my issue.

In the end I wrote to their CEO and every other email address I could find because they don’t have a dedicated customer service call centre and all I get was a bunch of staff with fake aliases or accounts of what they will do to resolve my issue but no honest action on the problem.

As a result, I demanded for them to at least refund me the declared value of the item plus compensation for the stress and inconvenience caused for more than a month

they even failed to realise and acknowledge their underhanded practices aside from scripted apology lines.

I am now convinced that if I had taken insurance for my parcel

, I am sure they would have jumped upside down to get my parcel back to me and to find excuses to pay less or no compensation.

Just because I did not take insurance, they are trying to take advantage of the situation like they have done with many other people.

I am very disgusted, angry and disappointed with authorities for allowing such a dishonest company to trade.

They are [Removed] with disgusting ways of dealing with customer complaints and have no regard for customer service.

They should be banned from trading.

I gave up on dealing with them directly, so here is what I am planning to do with immediate effect;

1. I will publish my story on every forum, website where there is concerns raised about [Removed] so that others don’t fall into the same trap that I did.

2. I will report this matter to the local trading standards in Bolton, {removed]

3. I will use social media to highlight the dangers of dealing with these dishonest companies and will name and shame each of their employees that are involved.

4. I will log a complaint with ActionFraud to get the police involved in investigating [Removed]

5. I will initiate a Small Claims Court action to recover my losses.

I have sufficient evidence to sue them thanks to their chat logs and the UPS call records as well as emails but what will they have to defend themselves.

Hope justice will be done to prevent them from trading any longer.

More importantly eBay and other responsible companies should not allow the services/lack of Parcel2Go and the likes ever.

Stay clear of this company at all costs.

If you have been a victim then do not wait and put up with their crap,

take the matter further and report to the relevant authorities and take action to recover your losses.

Don’t be an easy target.

War and peace or what!

War and peace or what!

No! It is simply seeking justice through public opinion!

Any issues I have had them have always been resolved if there has been damage or loss.

Just raised a claim through their web portal and a few days later they approve the claim, only once I had to push them a bit.

Did you cover it for the full amount of the items value ?

I had basi cover level but would not have been so angry had they told me up front that my parcel was lost or so.

First delivery gets failed by UPS then the parcel get damaged,

then it gets returned to Parcel2Go warehouse and

then after 2 weeks of waiting

when they confirmed the parcel was at their warehouse,

they then come back to me to say the parcel is lost.

They are simply trying to keep my parcel.

Others have had the same issue and

they are not honest in their dealings with their customers,

I know if I had insurance they would have done anything

they could to get my parcel back to me

just to avoid paying compensation.

Lesson learned but

everyone should know an out their practices.

Parcel2Go don't have warehouses, they are just an office, they are a middle man service.

The fact UPS lost it though I would push for the full value of the item from Parcel2Go, it didn't get damaged due to poor packaging etc.