DrapedInDarkness
Distinguished Member
On Tuesday I used the Parcelmonkey website to book a collection through City Link with next day delivery and the collection is booked for yesterday. 
He shows up before 10am bright and early and I am very impressed, even better it is the same guy who took a 22k parcel the previous week, better still he recognises me as well and stops....then asks me "Is it big" so I laugh and tell him that it is 24k just a little bigger, he pauses and tells me he does not yet have room and will pop back when he has, OK I reply with no concern at all.
7pm and he has not shown up and their phone lines shut down at 5pm, the website states that they can collect until 6pm and my brother informs me that the guy may be late as an accident on the main road brought his bus to a standstill, but after 7pm it is clear he is not coming back.
This morning I contact them and ask what is going on, and they say sorry we do not know but we can rebook it for you for tomorrow, No discount, no offer of a future discount, in fact there is no customer service at all, the lady is very pleasant but points out she is in a call centre and actually has very little power to do anything.
I've used them 9 times in the last 6 months and this is the first time such a thing has happened, has it ever happened to anybody else?
Needless to say I declined the offer of a rebook and at extra cost to myself booked it with Parcelforce.
I then enquire as to when I can expect my refund and am told I will need to file a claim for my money back even though they never collected it in the first place.
Terrible customer service and absolutely the last time I use City Link....not hard to guess why they got "that" nickname now
He shows up before 10am bright and early and I am very impressed, even better it is the same guy who took a 22k parcel the previous week, better still he recognises me as well and stops....then asks me "Is it big" so I laugh and tell him that it is 24k just a little bigger, he pauses and tells me he does not yet have room and will pop back when he has, OK I reply with no concern at all.
7pm and he has not shown up and their phone lines shut down at 5pm, the website states that they can collect until 6pm and my brother informs me that the guy may be late as an accident on the main road brought his bus to a standstill, but after 7pm it is clear he is not coming back.
This morning I contact them and ask what is going on, and they say sorry we do not know but we can rebook it for you for tomorrow, No discount, no offer of a future discount, in fact there is no customer service at all, the lady is very pleasant but points out she is in a call centre and actually has very little power to do anything.
I've used them 9 times in the last 6 months and this is the first time such a thing has happened, has it ever happened to anybody else?
Needless to say I declined the offer of a rebook and at extra cost to myself booked it with Parcelforce.
I then enquire as to when I can expect my refund and am told I will need to file a claim for my money back even though they never collected it in the first place.
Terrible customer service and absolutely the last time I use City Link....not hard to guess why they got "that" nickname now
