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'.