"We don't deliver 'large' parcels!!"
Ordered some flat-packed bedroom furniture for our daughter and her boyfriend. Tracking said they would be delivered between 13.46 - 15.46. Four of us at home with a Transit (used to move them into their new place) and at 15.15 checked tracking to see it said 'Attempted Delivery' at 14.00. Called Contact Centre to be eventually told the parcels weren't even on van but left in depot as the van was full and they couldn't get the parcels on. (Falsified Tracking information is a common theme in this delivery.) Went to collect them ourselves and got Manager's name and number to call him the following day to complain. Told me various different versions (lies), during numerous telephone calls. The best being that the driver is. 'A trusted, long serving employee who's been with us for a number of years.' Then in another call, he's a sub-contractor who the Manager has no responsibility over. And apparently, in both guises he clears his mobile phone log every night so he now can't prove he tried to call me. Convenient! Wrote to Customer Complaints to be given another different version of events. Used their offer to complain direct to the Managing Director if still unhappy, only to have another Customer Complaint Advisor write back with yet another, completely different version despite her apparently talking to the same Manager at the local branch, about the same delivery as the previous one.They blame some fat-fingered incompetent for clicking the wrong screen on the tracking information. They claim the van does two deliveries but it seems on the first it is half full, yet when it delivers around my town, it's full from the floor to the roof. (That excuse is quickly dropped when I query the validity of it.) They eventually decide that it's not City Link's fault at all. The blame apparently lies with the supplier for sending 'large' parcels and not advising them as such. I mentioned that these items must have gone through their collection, distribution and destination systems and it seems that nobody at City Link noticed and stopped to say. "Blimey, these are big!" It never occurred to them that a supplier with the name 'Furniture' in their title might not be sending matchboxes?!!
Absolutely useless! I am going to write a personal letter to the MD, but reading the many other bad reviews, I don't hold out much hope for any sort of reasonable reply.
26 April 2014
Unprompted review