PalletOnline

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PalletOnline

14% Would buy here again

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Spotlight: What are our customers saying?

G
Geoffrey Hayden
First class service at a good price. Outboard motor & controls total about 60 kg with pallet Collected from Perth, Scotland and delivered to Staines on Thames on schedule at very good value...Read on
J
Jacqueline Stafford
I was supposed to get my pallet on friday 1st oct never received no communication no updates no nothing left wondering what's happening with your item this company is a joke and I wont be using th...Read on
R
Robert McGregor
I ordered 2 super large boxes after paying £39 and all I got sent was a small package with a wallet and a watch I shall never deal with these again a con.Read on
A
A Barrios
I've been using this company for the past year, spending in excess of £3K with them moving pallets for business. My recent experience has put me off using them completely. I arranged a collecti...Read on
A
Adam
I booked a pallet collection on Thursday for collection on Friday. I added "premium" options as it was urgent. Nobody collected on Friday. Or Saturday. Or Monday. I chased and was prom...Read on

All reviews (7)

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    Single Pallet collect & delivery

    First class service at a good price.
    Outboard motor & controls total about 60 kg with pallet
    Collected from Perth, Scotland and delivered to Staines on Thames on schedule at very good value. I recommend this company.

    Hi Geoffrey, thank you so much for your kind words - we truly appreciate all feedback given. We strive to deliver the best service at the best price possible, so it's really great to hear when our customers have had a great experience with us. We look forward to working with you again the future.


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    Pallet of items

    I was supposed to get my pallet on friday 1st oct never received no communication no updates no nothing left wondering what's happening with your item this company is a joke and I wont be using them again this was the first and last time AVOID


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    2 super large boxes

    I ordered 2 super large boxes after paying £39 and all I got sent was a small package with a wallet and a watch I shall never deal with these again a con.

    Hi Robert, I'm very sorry to hear about your experience. Please could I check that you have written a review for the correct company? We are a collection and delivery service for pallets; We are not suppliers of wallets or watches, nor do we ship parcels. Please could you send an email to sales@palletonline.co.uk so that I can look into this for you? Thank you.


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    2 pallets

    I've been using this company for the past year, spending in excess of £3K with them moving pallets for business.

    My recent experience has put me off using them completely. I arranged a collection of two pallets to send to Amazon. The collection was for the following day, so I was there onsite waiting for the entire day with no one turning up. It's only after making contact they said the depot 'was struggling' to make the collection. This was a Friday, so now I had to wait the entire weekend, for not only another attempt. A waste of time and unnecessary delay in shipping important goods.

    Of course, as you'd expect, Monday and came and went with not only no contact, but no initiative from the support team to tell me the situation. Another failed collection.

    I was very angry and upset which meant lost revenue for not being able to move pallets quick enough, or in a timely fashion due to the repeated failed collections.

    I waste of my time being on site when I didn't need to be for more than a few hours to facilitate the collection, and then the same a second time, an exact repeat of the previous.

    Ultimately PalletOnline are the middle-men in coordinating pallet collections and deliveries, so the companies that collect your pallets are also likely to be able to collect your pallets with you working with them directly.

    Some alternative work arounds for those moving pallets to Amazon:

    1. Call around your local logistics companies and ask whether they cater to Amazon delivery. Set up an account with those that do and get their rates. Build rapport with the local depot and start to channel you business through them. If anything goes wrong you'll be able to speak to decision-makers of the business and have some flexibility (out of hours collections etc)

    2. Use Amazon's partnered UPS collection service. Something I'm going to try following this incident! Much lower rates, backed by we well established brand and full integrated into the Amazon workflow.

    In some ways I'm pleased in hindsight that this lack of service occurred, problematic for me in the short term, but the push to look for alternatives means I don't ever need to be at the mercy of lines like 'we can't force the depot to collect your pallet'.

    Thank you for taking the time to write your review. I am very sorry to hear about the recent issue you've experienced with us.

    For the last month or so, all pallet networks (including all local depots) have been working through an unprecedented spike in the volume of freight. Sadly, your most recent booking fell within that time frame and this workload increase has played its part in the issues you've experienced with us.

    Restrictions have been in place - and are still in place as I write this response - to help the pallet networks manage this huge volume of freight, but unfortunately, in some cases it simply cannot prevent collection failures and other delays from occurring.

    Despite the current strain that the network is under, PalletOnline are still operating at above a 95% success rate for collections and deliveries as a whole. I've checked to see if there are any particular issues going on in your area, and sadly, your collection address is situated in one of the areas which has been affected the most.

    I would like to stress that failed collections are not normal for our service, and throughout our working relationship with you, this has certainly not been the case with any of your previous bookings. I would like to express my sincere apologies for the inconvenience and frustration caused by the collection failures on this occasion.

    With regards to the lack of communication, I’d like to offer an explanation here: Pallet networks operate by sending out a collection request as soon as your booking has been placed. The closest available collection depot within that network then accepts the collection request, and a driver from that depot will arrive as per the booking and will pick up your pallet(s). As mentioned above, during this period of high volume, this happens without issue 95% of the time, and during usual operating conditions, we work in excess of a 98% success rate.

    Because of the way deliveries and collections are made, depots are often unable to predict if a collection will be made that day until later on that afternoon; Deliveries are often unloaded first thing in the morning, and collections are made once the driver has made all deliveries and has an empty vehicle. But aside from this, there are also other issues which can come into play which can delay collections, including traffic and occasional breakdowns amongst a few. With the collection depot not being able to advise us of delays until later on in the day, this then puts our support team at a disadvantage as they cannot let you know until late in the day (or the following day) if we do not receive notice in time. This system is the same for all pallet networks and local depots across the UK.

    If we fail to inform you quickly enough, we assure you that it is not down to lack of effort or diligence on our part. We make every effort to ensure our support team has all the technology and support it requires to operate smoothly. Sometimes (2-5% of the time), things can be outside of our control. You will not find a more proactive or well-trained team within this industry - we have gone to great lengths to find the right people and software to operate as effectively as possible.

    You mentioned in your review that we are middle men; this is not actually true. We are shareholder members of the UK’s most reliable pallet network, and we are also a depot within that network. We provide small businesses and residential customers with the opportunity to send pallets through this network, where most depots within the network would usually only accept business from larger scale companies. However, PalletOnline provide our customers with a voice and account within the network.

    Overall, our Amazon service is one of the best in the country. You cannot book online as simply as you can with us, with a local depot. You cannot get instant live chat responses for support, nor can you attain online tracking information from local depots.

    With reference to working with Amazon’s partnered UPS service, I assure you that you won’t have better support anywhere else than with PalletOnline. Please make sure you look into other sellers’ experiences that they have had with UPS’ support when an issue arises.

    To conclude, we understand your concern and frustration with having your collection failed twice. I offer my sincere apologies for these issues. Plans are in place to rectify these uncommon delays and failures, and we are hopeful that these issues will be resolved very soon.

    I hope that you will allow us another opportunity in the future to demonstrate our usual, exceptional service.

    Best Regards,
    David Mollart

    Head of E-Commerce


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    Pallet collection and delivery

    I booked a pallet collection on Thursday for collection on Friday. I added "premium" options as it was urgent.

    Nobody collected on Friday. Or Saturday. Or Monday. I chased and was promised it would be collected that day, but it wasn't. And then customer services literally ignored all of my messages throughout the day.

    They charge premium money, but they don't care. Their only phone number is a premium rate 0845 which they don't answer.

    Hi Adam, thanks for the review. I believe this issue was now resolved and we have removed the 0845 number from the website. Thanks again for your feedback and sincere apologies for the problems you did encounter which we have not rectified.


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    Pallet Collection

    Booked the pallet and wrap service (at an extra charge of £25) on a Saturday afternoon, collection was slotted for Monday delivery for Wednesday.

    Pallet online contacted me Monday morning to tell me as this was booked on Saturday the driver did not have a pallet or wrap in his van for the Monday morning and my item could not be picked up until Tuesday but they would make sure it still got to its destination by Wednesday.
    I explained this pallet was to be delivered to Haysham Trucks mainland UK but its final destination was Northern Ireland and was being transported from Haysham to Northern Ireland free of charge in my brothers truck due to leave Haysham for Northern Ireland Wednesday evening.
    Collection was rearranged for Tuesday, the contact at the collection address waited all day Tuesday, contacted myself at 6pm to inform me no one had turned to to collet the item.

    I then had to wait until Wednesday to contact parcel online for some explanations, the customer support person I spoke to after explaining the situation put our call on hold to phone the depot to find out the issue.
    On return to the call the person could not offer me any explanation or answers as to why this item was not picked up the day previous (Tues)...... I again explained to situation form Haysham Trucks to Northern Ireland and the free of charge delivery on my brothers truck. The agent said let me see what we can do so put our call back on hold on her return I'm told, the best we can do for you today is to have the items collected today (now Wed) but as the driver was not arranged for this collection they could not offer the pallet and wrap from collection point to depot as the driver did not again have the pallet or wrap but this would all be done when the driver returned.
    The items being collected are a little fragile which is why I paid extra for pallet and wrap. The advisor said she would have the depot take pictures of the item when it arrived and also after it was palletized this did not happen, and it would be delivered next day at their cost.

    Firstly at their cost is of no benefit to me and really not much cost to them.

    My item that was needed for Friday and all arrangement's being made to get it to my brother for Wednesday for me to have on Thursday. I now either have to pay another company £125 to have it shipped from Haysham to Northern Ireland Thursday so I will still have on Friday or wait until my brother and his truck is back in Haysham next Wednesday.

    Having already paid Pallet Online £180 to pay another company a further £125 is not an option for me and am left with no choice but to wait a further week for my item.

    From start to finish this was some the worst service I have ever came across, would never use again nor recommend to anyone else.

    A total let down

    Hi Leslie, please get in touch and I will be happy to look into this for you.
    We cannot provide a pallet and wrap unless it's booked a week (working) day in advance as the depot require prior notice. Any bookings made of the weekend would need to be for Tuesday pallet and wrap - we will do a better job of highlighting this in future for customers.
    With regards to your issues I apologise for what you experienced here and would be happy to go over this with you. Please get in touch, happy to help.


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    Pallet Delivery

    Don't use this company, they simply do not deliver the service as promised. Pallets booked on Monday collection for Wednesday delivery, ample notice given and ample supplements paid. No sign of pallets on Wednesday morning Pallet Online contacted and they are saying pallets not even collected on Wednesday. So delivery will be at least two days. DO NOT USE

    Hi Martin,

    I have just come across this review. We were not aware of this website until today. Please get in touch with your order ID and I will happily look into this for you. We sell our service based on the strength of it, this feedback is not in accordance with that and I will be more than happy to look into this for you. Please see our Google Reviews to see a true reflection of our service.


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