longsh07 Posted October 14, 2014 Share Posted October 14, 2014 (edited) Hi All, I need some opinions, I just waited in all day for a parcel to be collected however the courier never showed up. There is no way I could have missed them as I have not left the house and a gravel drive means I can hear most before they even get to the door. I've been in touch with the company I booked it through however they have said there is no compensaion available because as stated on our FAQS its not guaranteed service I looked at their FAQ (quoted in full at the end of this post) and it reads How long does delivery take? Delivery is normally next working day, excluding Scottish Highlands and Islands and Northern Ireland, Isle of Man. That means if goods are collected day one they are delivered day two. i.e. goods collected on a Tuesday will normally be delivered on a Wednesday. Friday collections are normally delivered on a Monday. Is this Guaranteed? We currently deliver 98.7% next working day and strive to give the best possible service. Due to logistical problems, occasionally a parcel may miss a connecting trunk and there are certain factors out with our control such as acts of god, severe weather conditions, traffic delays etc. In my opinion that means that DELIVERY is no guaranteed as it makes no mention of collection? Just wondering what you think if its worth me spending any more time on it or just biting my tongue? For the record I waited in all today for collection as they state 8am-6pm collection, I have used the company before with no issue, cost was over £20 for delivery next day, I am not prepared to leave the parcel on the porch or a note on my door if I am not in (as suggested by the person I spoke to) due to recent issues near me, they have my mobile number so could have called me any time during the day to tell me it wasn't going to be collected. FAQ from their website. What time on the scheduled day will my parcels be collected?Pick ups are any time between the hours of 8am and 6pm, Monday to Friday only; unfortunately we are unable to provide more specific ETAs. This means the person at the collection address needs to stay at the collection address within these hours. What if I can’t stay in all day? We can either uplift from the persons work address or goods can be left safe. If you choose to leave the goods safe, a note for the driver must be left directing him to the parcel and giving authorisation for the driver to uplift. Please be aware that customers do this at their own risk. I have missed the driver when he came for a collection, what do I do? Please fill out the Missed Collection form to arrange a new collection date. A maximum of two further attempts will be made over and above the initial attempt. If after three attempts uplift is unsuccessful, the collection will be put on hold until the person making the booking can give a 100% guarantee that there will be someone at the address for uplift before we will arrange to return. How long does delivery take? Delivery is normally next working day, excluding Scottish Highlands and Islands and Northern Ireland, Isle of Man. That means if goods are collected day one they are delivered day two. i.e. goods collected on a Tuesday will normally be delivered on a Wednesday. Friday collections are normally delivered on a Monday. Is this Guaranteed? We currently deliver 98.7% next working day and strive to give the best possible service. Due to logistical problems, occasionally a parcel may miss a connecting trunk and there are certain factors out with our control such as acts of god, severe weather conditions, traffic delays etc. Do you offer a money back guarantee? If your parcel is delayed and not delivered the next working day, we will endeavour to deliver as soon as physically possible. Therefore we will still provide the service and therefore no refund will be given. I have missed a delivery, what do I do now? We will attempt a delivery the next working day. A card will be left by one of our drivers on both attempts, please read the instructions on the card, and call the number supplied to rearrange a convenient day for redelivery. If we do not receive a response to the card within 3 days the parcel will be returned to sender and redelivery costs will be incurred. Can I change delivery address free of charge? You can change delivery address free of charge prior to the parcel being collected. However if the parcel has already been collected, the parcel will then need to be redirected through the system and this will incur additional costs as this amounts to another delivery. Can the driver call me when he is close by for either collection or delivery? Unfortunately our drivers use hand held digital scanners where their information is sent digitally, they do not have a company phone which they can call out on. Therefore this service is not available. Are my deliveries insured? Please relate to our terms and conditions for insurance queries. How to I register an Insurance Claim? Any insurance claim must be submitted in writing or by email, within three days of receiving the parcel, out with this time the claim will be null and void. How do I need to package the items? Parcels should be fully packaged to avoid damage to goods in transit. For further information please refer to this link. The Customer remains responsible for ensuring packaging and labelling is adequate for transportation.The driver will use his own discretion as to whether the parcel is adequately packaged and is at liberty to refuse collection should he feel it is not packaged sufficiently and could be damaged in transit. How long will an Insurance claim take? An insurance claim will normally take eight to twelve working weeks, from the time the claim is lodged to the time funds are paid out. This is due to insurance companies dealing with paperwork and investigating the claim. Can I arrange to collect my parcel(s) from you? Yes you can arrange to collect your parcel(s) from your local Depot. If you are collecting your parcel(s) from your local Depot please bring the card left by our driver together with two of the items from the list below: • Recent utility bill • Driving Licence • Passport • Bank Statement Wherever possible please bring at least one form of photo ID. What are your Terms & Conditions? Please view our Terms & Conditions for more information. Any links in the FAQ quoted above as to not identify the company. Edited October 14, 2014 by longsh07 Quote Link to comment Share on other sites More sharing options...
Ekona Posted October 14, 2014 Share Posted October 14, 2014 What's the loss you're claiming for? What does the contract you signed/agreed to say with regards to when it will be collected? What documentation do you have saying it will be collected on that date? Quote Link to comment Share on other sites More sharing options...
longsh07 Posted October 14, 2014 Author Share Posted October 14, 2014 (edited) Really all I wanted was any kind of gesture of good will. I'd be happy with £10 off the price just as an apology to pass on to the recipient for messing him about. In terms of my loss it was a day off work. It was paid holiday so in theory it cost me nothing but I'm now down a days leave I could have used for other things. Not sure about contract, don't remember having to agree to t&c's but I'll check the terms on their site. Documents wise I have a label attached to the parcel which states collection date as 14/10/14. Just noticed a telephone number on that label should have tried them. Bugger. Edited October 14, 2014 by longsh07 Quote Link to comment Share on other sites More sharing options...
Ekona Posted October 14, 2014 Share Posted October 14, 2014 Well, if that's the case then they broke the contract, so you're entitled to your money back but not really a whole lot else sadly. It's irritating, but I'd either write a formal letter to them or never use them again. Which company was it? Quote Link to comment Share on other sites More sharing options...
WhackyWill Posted October 14, 2014 Share Posted October 14, 2014 Good Luck, Courier Services do my nut in with deliveries and collections. :rant: Quote Link to comment Share on other sites More sharing options...
jollyranchers Posted October 14, 2014 Share Posted October 14, 2014 as frustrating as it is , you will get nowhere pursing them further , either change companies or take one for the team :lol: ;) Quote Link to comment Share on other sites More sharing options...
longsh07 Posted October 14, 2014 Author Share Posted October 14, 2014 (edited) Checked T&C's, no mention of non-guaranteed collection. Closest thing I can find is as follows: 4. The service a. For any goods we accept to carry, we agree to transport the goods from the place of collection recorded on the delivery note or automated despatch system to the place of delivery recorded on the delivery note or automated despatch system, unless you have: broken any of the assurances you gave us; or failed to pay an invoice for any goods in line with these conditions or any other conditions or contracts between us. b. We can choose not to accept any goods, or to provide any service relating to the goods. c. We can carry the goods by any form of transport and by any route we choose and by employing any carrier or contractor. d. While waiting to be transported or delivered, we may store your goods at any warehouse or place that we think is appropriate. e. We do not have to give you or the person the goods are being delivered to any service other than described in these conditions. f.When delivering the goods, we will (where possible) get proof of delivery. (This may include, but not be limited to, a signature, whether electronically or in pen.) g. Nothing in these conditions prevents us from entering into a separate contract for an upgraded service with the person your goods are being delivered to. This will not affect your responsibility to pay the full price for the original service. Like I said, I'd be happy with my money back, or even just half price delivery! As the package is going to a fellow Zed owner who paid me for an item + delivery I wanted to at least try and get him something back as way of an apology for potentially messing up his plans waiting for delivery. Not going to name the company at the moment as I have used them before with no issues. I do know however that I pay this company who then arranges a courier such as TNT or CityLink to collect the parcel from me. The company themselves are not a courier but essentially a booking service (similar to parcel2go). Edit: adjusted font size of T&C's Edited October 14, 2014 by longsh07 Quote Link to comment Share on other sites More sharing options...
KyleR Posted October 14, 2014 Share Posted October 14, 2014 You'll get no compo, but as mentioned, you can cancel and get your money back and use someone else. Personally I'd get it picked up tomorrow because @*!# happens. Quote Link to comment Share on other sites More sharing options...
longsh07 Posted October 14, 2014 Author Share Posted October 14, 2014 Cheers guys, feel a bit better about this having just had a bit of a rant Thanks for your help. Quote Link to comment Share on other sites More sharing options...
GMballistic Posted October 14, 2014 Share Posted October 14, 2014 Just noticed a telephone number on that label should have tried them. Bugger. If it's the company I've stated below then that phone number means nothing ~ had the same thing and rang it lot's but was never answered. Which company was it? My guess would be Paisley Freight. Had exactly the same problems with them and would recommend others not to use them ~ your choice though all. Quote Link to comment Share on other sites More sharing options...
longsh07 Posted October 14, 2014 Author Share Posted October 14, 2014 Just noticed a telephone number on that label should have tried them. Bugger. If it's the company I've stated below then that phone number means nothing ~ had the same thing and rang it lot's but was never answered. Which company was it? My guess would be Paisley Freight. Had exactly the same problems with them and would recommend others not to use them ~ your choice though all. Spot on. Quote Link to comment Share on other sites More sharing options...
GMballistic Posted October 14, 2014 Share Posted October 14, 2014 Just noticed a telephone number on that label should have tried them. Bugger. If it's the company I've stated below then that phone number means nothing ~ had the same thing and rang it lot's but was never answered. Which company was it? My guess would be Paisley Freight. Had exactly the same problems with them and would recommend others not to use them ~ your choice though all. Spot on. Thought it would be. I guess you never read Alex's thread about them either? Link: http://www.350z-uk.com/topic/89998-paisley-freight-avoid-avoid-avoid/ I took a day off work waiting in for them ~ then another time my old man waited in for them & my mother. They are a PITA. Give another firm a try is my advice and never give them your business again. Quote Link to comment Share on other sites More sharing options...
jumping350 Posted October 14, 2014 Share Posted October 14, 2014 I thought it was paisley to, you wont get nothing but a rude Scottish guy on the other end who will accept no blame and just give the money back to get you off the phone, that's all you can hope for I reckon Quote Link to comment Share on other sites More sharing options...
ZMANALEX Posted October 14, 2014 Share Posted October 14, 2014 As above, so just suck it up. Alex. 1 Quote Link to comment Share on other sites More sharing options...
longsh07 Posted October 15, 2014 Author Share Posted October 15, 2014 Oh good, no I completely missed that thread. If I had I would have never used them again despite several successful collection/deliveries. I've given them a piece of my mind and if they do no bother to turn up again today ill be going elsewhere. Any recommendations for shipping car parts? Quote Link to comment Share on other sites More sharing options...
Ekona Posted October 15, 2014 Share Posted October 15, 2014 I never use any company who chooses to use CityLink. I'd rather pay twice as much than risk getting stuck with that shower of sh*t. I always use Parcelforce, and have never had an issue. I know they're not perfect, but DPD don't have a depot near me else I'd use them. DPD are by far and away the best courier company out there right now. Quote Link to comment Share on other sites More sharing options...
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