Below is a letter I have sent to both Parcel force and Screwfix.
I shall keep you posted on the outcome of this.
--------------------------------
I wish to make a complaint -
The below letter has been sent to both Parcel Force and Screwfix.
I expect, indeed insist on a response from both parties and suitable recompense.
I placed an order ref. ?????????
Parcel Force Tracking No. ????????
I specifically needed this order for Saturday delivery and I would have paid for the extra delivery charge but instead chose to add a few extras to my order to get the free delivery.
I received a text to tell me when the order would be with me via Parcel Force.
After that time came and went I checked via the tracking.
To my horror I found that it had “been delivered”
Not however to me!
There was a name and a signature of someone whom I do not know.
I contacted Parcel Force and they told me they only had the information that i could see on my own screen. After quite some time and a heated discussion they put me on hold, came back on, and the best they could say was it was delivered to No. 8.
I live at number 5 for one thing.
They could not be sure if it was even No 8 on my road.
I have not left the house all day and can see the front and rear of the property at all times.
Even if it had been delivered to No8 why was I not carded!?
I checked at No.8 (who does not even have the same name as that is shown on the tracking) and sure enough no sign of my order.
I was told to contact Screwfix as I may get further!
Parcel force said they could not do anything further until Monday! No use to me whatsoever!!
I then contacted Screwfix and explained the whole farce I had with Parcel Force.
I made it very clear just how annoyed and disgusted I was with them.
The lady said she would check with the courier and again a similar response came back which was that they would try to track it but if it cannot be done in the next couple of hours it would be Monday.
I yet again made it very clear that this was pointless and unacceptable and again the reason I paid extra for Saturday delivery, the reason I sat in waiting on the delivery and the fact that i needed the contents for a job I “had” tomorrow (Sunday).
She said there was nothing she could do.
I suggested that she reorder and have it delivered to me for Sunday and then chase up the missing delivery Monday.
After checking with her manager I was told they could not do that and that and I would have to wait for it to be traced first.
At this point I was livid!
So after receiving a diabolical service from Parcel Force I was subjected to a similar, or lack thereof, service from Screwfix further adding insult to injury!
After a pointless apology from the service representative the call was ended.
I then spent the next couple of hours driving round an array of Properties with No. 8 and No.5 as their house numbers.
All to no avail.
So after wasting an entire day waiting, calling, arguing, driving, knocking on doors, over a £100 down, a lost job, writing letters of complaint and being on the receiving end of some of the worst customer service from not one but two very large companies that should know better, I am none the wiser or any further forward.
I cannot quite put into words just how angry and annoyed I am at the way I have been treated and hope this finds the desk of someone who can in some-way address this in a more professional manner.
Kind Regards,
John Sweet - Tameside Handyman
www.HandymanTameside.com
I shall keep you posted on the outcome of this.
--------------------------------
I wish to make a complaint -
The below letter has been sent to both Parcel Force and Screwfix.
I expect, indeed insist on a response from both parties and suitable recompense.
I placed an order ref. ?????????
Parcel Force Tracking No. ????????
I specifically needed this order for Saturday delivery and I would have paid for the extra delivery charge but instead chose to add a few extras to my order to get the free delivery.
I received a text to tell me when the order would be with me via Parcel Force.
After that time came and went I checked via the tracking.
To my horror I found that it had “been delivered”
Not however to me!
There was a name and a signature of someone whom I do not know.
I contacted Parcel Force and they told me they only had the information that i could see on my own screen. After quite some time and a heated discussion they put me on hold, came back on, and the best they could say was it was delivered to No. 8.
I live at number 5 for one thing.
They could not be sure if it was even No 8 on my road.
I have not left the house all day and can see the front and rear of the property at all times.
Even if it had been delivered to No8 why was I not carded!?
I checked at No.8 (who does not even have the same name as that is shown on the tracking) and sure enough no sign of my order.
I was told to contact Screwfix as I may get further!
Parcel force said they could not do anything further until Monday! No use to me whatsoever!!
I then contacted Screwfix and explained the whole farce I had with Parcel Force.
I made it very clear just how annoyed and disgusted I was with them.
The lady said she would check with the courier and again a similar response came back which was that they would try to track it but if it cannot be done in the next couple of hours it would be Monday.
I yet again made it very clear that this was pointless and unacceptable and again the reason I paid extra for Saturday delivery, the reason I sat in waiting on the delivery and the fact that i needed the contents for a job I “had” tomorrow (Sunday).
She said there was nothing she could do.
I suggested that she reorder and have it delivered to me for Sunday and then chase up the missing delivery Monday.
After checking with her manager I was told they could not do that and that and I would have to wait for it to be traced first.
At this point I was livid!
So after receiving a diabolical service from Parcel Force I was subjected to a similar, or lack thereof, service from Screwfix further adding insult to injury!
After a pointless apology from the service representative the call was ended.
I then spent the next couple of hours driving round an array of Properties with No. 8 and No.5 as their house numbers.
All to no avail.
So after wasting an entire day waiting, calling, arguing, driving, knocking on doors, over a £100 down, a lost job, writing letters of complaint and being on the receiving end of some of the worst customer service from not one but two very large companies that should know better, I am none the wiser or any further forward.
I cannot quite put into words just how angry and annoyed I am at the way I have been treated and hope this finds the desk of someone who can in some-way address this in a more professional manner.
Kind Regards,
John Sweet - Tameside Handyman
www.HandymanTameside.com
..............................
Update 8th Aug 2015
Sorry for the late update on the above.
Well firstly parcel force - the short update is they failed to do anything to resolve the complaint.
Adding to the annoyance by me and total disrespect shown to customers.
Furthermore this happened yet again the very next time I ordered from Screwfix!
As for Screwfix - I am very pleased to say that they responded in a polite and professional manner from start to end.
They dealt with my issues as best they could and I had a direct contact throughout.
I cannot give too much detail in respect of the resolution as I am sure you will appreciate things like this are dealt with on a cases by case basis.
Suffice to say that I could not be happier with the customer service after TWO such evens BOTH of which (or should that be niether of which) were as a direct result of Screwfix in the first instance.
Thank you Screwfix and you still have a loyal customer.
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