My complaint:
I arranged for a parcel to be collected and delivered through Packlink on eBay. The actual work is contracted out to Hermes and my Hermes courier is excellent so I haven’t had any problems in the past, however, my chap is on holiday this week and that’s why everything has gone wrong.
The parcel was due to be collected on Tuesday (14.9.20121) but wasn’t. I checked on the parcel only to see a notice saying it had been collected at 1.53 p.m. – funny that, as it was still sitting in my porch at 8.00 p.m. that night.
Passed from pillar to post, with Hermes and Packlink blaming each other and no collection could be arranged until today – don’t know if that will happen.
The way their system is set up, Packlink are almost impossible to contact. Their LiveChat people tell lie after lie when you do get through – I was on LiveChat or waiting for a response from them for nine hours yesterday – and in one session I asked FIVE times for a complaint form without getting one.
In the meantime I have an eBay buyer who is going to run out of patience, I will already have a defect on my account which will last for a year for something I have had no control over whatsoever, and if this carries on, I will have to pay again and have Roayl Mail collect the parcel – they, at least, are reliable.
Oh and Hermes have been in touch because I got in touch with their CEO but no refund for the debacle ‘becasue I paid Packlink’, completely, and conveniently overlooking the fact that they are the ones responsible for the collection (and non-collection) and it is one of their stupid employees who marked the parcel as collected.
Suggested solution:
Firstly, I want my parcel collected, and I want a refund for the postage given the unmitigated disaster the whole experience has been, and the endless lies and obfuscation of their staff in my dealings with them on Live Chat - I'm happy to provide the transcripts.
