On Monday I ordered a parcel to be picked up for next day delivery via Parcel2go using Yodel. The parcel was picked up ok but wasn't delivered until two days later. So today I went on to Parcel2go's website and had an on-line chat to see if I could get a refund. This is how it went:-
Welcome to Parcel2Go. Someone will be with you shortly
You are now chatting with 'Stephanie'
Stephanie: Hello, you are chatting to Stephanie. How can I help you today?
Martin Stone: Hi Stephanie. I paid for this parcel to be delivered the next day but it took two days. Can I get a refund?
Stephanie: I do apologise about this, Martin.
Stephanie: Can you give me a minute or two to look into this for you?
Martin Stone: OK
Stephanie: I do apologise for the delayed delivery, Martin.
Martin Stone: Yes, you've already said that. Can I get a refund please?
Stephanie: I'm afraid that as this isn't a guaranteed service, we wouldn't be able to offer a refund unfortunately.
Martin Stone: I'm sorry!!! I've paid extra to have a parcel delivered the next day and now you're telling me it's not guaranteed?
Stephanie: This is stated when you book, but I can offer a refund of the difference between this service and Yodel XPressPack 48?
Martin Stone: Well that would be something I suppose. OK.
Stephanie: OK, the difference in price is 30p, which I can refund to the source of payment, or alternatively I can offer £2 to PrePay, which can be used on future orders with us.
Martin Stone: Future orders? I don't think so. Just refund the 30p please.
Stephanie: OK no problem Martin.
...a bit of a pause here awaiting a further response...
Martin Stone: OK, are we finished?
Stephanie: Yes that's all sorted, unless you'd like help with anything else?
Martin Stone: No, that's it thank you. Bye.
I must admit that I did not see anything telling me that this service was not guaranteed, so I should read more closely next time, obviously not on Parcel2go.
Still, it was nice to have a rant.
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