Arghhhh it's so frustrating!
I placed two orders with ASOS, both guaranteed next day delivery. One was supposed to arrive on Monday, one yesterday. Yes not the most important items in the world, but I sold loads of stuff on Ebay to buy some outfits for my holiday tomorrow (as have no actual clothes spending money) so was really excited about actually having something new and nice to wear.
I tracked the package on Monday which said out for delivery. Got home at 7pm to find no delivery and no card. Customer service number for Parcelforce closed, so I emailed ASOS who refunded my delivery and said it would be delivered on Tuesday along with the second package.
Spent a large amount of time yesterday calling up Parcelforce trying to establish when my parcels would arrive. I was told (eventually) the driver's van had broken down on Monday, so he was really busy and would work until 7pm to make sure he would deliver. I was then called up by a different person and told the same thing.
Lo and behold, I call at 6.30pm just to check, and the driver had gone home. I feel a bit sorry for the person in the depot I called and lost it at, but I just wonder what was the point in me wasting so much time trying to sort this out only to be ignored? She told me someone from Head Office would call me this morning, as yet I have heard nothing.
The most irritating thing is that if you try to email Parcelforce's complaints form, you get an instant automated reply back saying that you need to go to ASOS (seems a bit pointless really seeing as they have as much clue of where the parcels are as I do).
This morning after yet another call to the depot, I am told they will arrive before 12pm. I don't quite believe it, though fingers crossed. If they don't arrive then it's too late for my holiday, and my money is gone for up to 10 days even if I do get a refund straight away. Plus having to stay indoors and wait...
A quick google search on Parcelforce complaints reveals terrible, terrible customer service and missing parcels, and I am really annoyed by the whole thing. Why offer a guaranteed service if the driver can just decide to go home and not deliver? I'm not even really sympathetic to the broken down van - get another driver out with one to take over. Surely they should have a contigency for what is a relatively common experience?
AIBU?