Complaint: Failed Delivery

on 12 January 2021 about Packlink in category Parcel Couriers

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My complaint:

We paid 300GBP to packlink to deliver three parcels for Christmas from an address in London. The system says the parcels were delivered on Tuesday 22 December. We did not receive any of them. The so-called proof of delivery says they were received by Claire. We have no idea who Claire is. There is no-one in the building called Claire. No surname, signature or photo were provided. This is the Packlink tracking number: UN2020COM0000051221. I have spent hours trying to chase Packlink, submitted claims etc and they have not helped us to locate the parcels at all. We have since been contacted by a clearing agent in Kigali asking for the equivalent of 200 EUR to release items from a customs depot, proving a complete lie to the so-called delivery of our parcels.

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Justified complaint?

Suggested solution:

We want as a minimum full reimbursement of the costs to release the goods from customs (ie EUR 200) and an apology for the upset caused, including to our four year old twins who were expecting Santa to bring them something for Christmas.

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