PalletOnline

Reviews, complaints and customer experiences (5)

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.

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'.

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.

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

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