Extremely poor service and blaming everyone but themselves.
On Monday 8/3/21 I arranged for Parcel Broker to send DHL into a Farm to collect some electronic goods from my customer. I paid around £30 for this service.
DHL called the customer on Monday afternoon and said they couldn’t make it that day and would call in again the next day before 12pm.
When they didn’t arrive to collect on Tuesday as expected, I got in touch with Parcel Broker to explain, they assured me DHL had been in, but no one was around, according to my customer this was not correct, as he had 3 workers including his son, working in the yard at the time and no courier turned up for the packages. They then said perhaps DHL needed the business name, which was the Farmers surname, at the Farm address they had, I’ve been blamed for not including the business name, despite an earlier delivery to the same customer without the business name, (all be it a different courier) and how could the courier visit the farm on Tuesday if he didn’t know where it was.
Parcel broker arranged for someone to go in later on Tuesday, but barely half a hour later DHL again called my customer and informed him they wouldn’t be in until Wednesday.
I tried to call Parcel broker, but they will only deal via email, so I wrote a scathing review on here of the service I had received from them, (Parcel Broker or Trust Pilot must have removed this review as it is no longer available) within 30 minutes of my 1st review going live Parcel broker called me, it was the Marketing dept, not about my parcel, but about my review, and asking if I would amend it, I refused.
The goods were eventually collected yesterday, my customer informed me and I informed Parcel Broker, who replied back and asked if I would change my review, no apologies, no recompense, only interested in the review, they didn’t even have the courtesy to wait until my goods were delivered.
On checking tracking this morning I discovered it was still showing as to be collected, on getting in touch with Parcel Broker I asked what was going on, only to be told apparently this time it was my customers fault as he had left an old waybill label on and the courier scanned that (it was sent down by a different courier, so I don’t know how DHL can scan a label from another company. It seems it’s everyone’s fault but Parcel Brokers, I was also told the couriers don’t 100% guarantee a pick up on the arranged date, but I can assure you, you 100% get charged for the pickup, despite it not being guaranteed.
I have just had another email (despite asking for a phone call) from the Marketing dept outlining that none of this is Parcel Brokers fault, it’s my fault for not including the business name, and it’s my customers fault for not removing an old label, essentially they aren’t really interested, as it stands one of my parcels is due to be delivered to me, although I still don’t know when, and they have lost the other one.
So far I paid for a service and have nothing but wasted time, a lot of angst, and excuses from Parcel Broker, I for one will not be using them again.
My previous review has disappeared, I think that might have been because I recommended another company, but lets hope this one is left to stand as it’s a true recollection of the events of the past 4 days, I have all the email correspondence to back this up too.