I would leave a zero feedback if I could.
It has been a nightmare dealing with this company. Everything is ok until things go wrong in this case everything went wrong and I am still fighting 2 months later.
I sent a parcel with them via DHL, I received an email from my customer stating he had not received it. Looking on the DHL tracking it showed a picture of a parcel just left on a doorstep with a house with a blue door in full view of the street despite me paying extra for a signature & insurance. DHL told me and emailed me that the parcel had been delivered and they had a signature and they were talking to the driver about procedures but to deal with Parcels to go direct as I had booked it with them. The picture then disappeared from DHL website. I thankfully did a screen shot and sent it to my customer and he said that was in fact not his house and sent a picture of his house which is completely different a large white house with a white door!! Parcels to go agreed to a claim & despite me sending everything they asked for over 3 week period including a screen shot of the sale, evidence of value, my customers proof of identity!! (thankfully my customer agreed to sending his driving licence with important bits blanked out) my proof of purchase, pictures showing that it was the wrong house etc etc, they closed the case saying it was prohibited items and would not have been insured. I checked the list & in fact Tableware is insured for loss!!
My customer in the meantime looked on google street map and found the house in the picture. My customers house number was 453 and the parcel had been left on the doorstep of 353!! the woman who lived in the house said she worked 12 hour shifts & anyone could have taken it. Despite many online chats to their customer services (You cannot call as there is no phone number) I finally got an email to email them direct. They agreed to reopen the case because of the information I supplied and have agreed to pay me £12.50 plus £8.00 credit note on the postage...!!!! I paid to insure these plates at sale value of £110 despite the value being £250 so to offer £12.50 is an absolute insult... the DHL driver clearly left the parcel at the wrong house & then signed for it himself. I have yet to see any signature or receive any apology from either DHL or Parcels to Go. I paid for a service that I did not receive and have proof that this was left at another house but they still will not cover the full insured value of the loss claim. I have emailed them outlining everything and providing proof of negligence and advising them of pending legal action. There are so many errors with the service I received and the proof is there for all to see but they choose to try to fob me off with a £12.50 settlement. I feel so strongly about this that I have no option but to take this to the small claims court.
Shame on you Parcels To Go..the service I received was shambolic.
I received a reply to my review below from Parcel To Go...how can they say these are prohibited? these items are part of a dinner set & are therefore covered for loss according to your list. Here is a copy of that list from your site..dreadful that you charge people for insurance and then try everything not to pay even when you leave parcels on someones doorstep 50 houses away!!! with all due respect Steph, I have been emailing/on line chats/updating the claim information you have been requesting since 27th October and I am no further forward than the day I started. You as a company should be contacting me to resolve this fairly & honestly and not try to do all you can to not pay the claim. You & DHL are at fault I have not been given the service I paid for. This is the fastest response I have had since this started.
Items Protected For Loss Only:
The services provided to us by the couriers will send the following items, however, they will not protect for any damage.
If the item is lost within their network they will refund the cost of the carriage and the items value (Parcel protection must be taken out for any loss to be claimed).
Antiques, Items Over 100 Years Old.
Coffee Machine, Coffee Grinder, Coffee Roaster
Cycles, Bicycles, Unicycles, Tricycles.