"They have lost a parcel"

They have lost a parcel, and there are no sensible ways of following up. A venal service, open to fraud. Try to avoid any company which uses their "services"

"I had high expectations, but I am sorry to say..."

I am an online retailer that uses Parcelhub. I had high expectations - I guess these were from reading the CEO's blogs that seemed to assure that the company really understood that customer feedback is critical for sellers to thrive in marketplaces & that Parcelhub's services would enable better feedback. The blogs & other marketing seemed to promise responsiveness to help their customers grow.

In reality I have been unimpressed with the service I have received. I was not really given a range of choices or explained costs versus quality or given honest feedback that said that "You are too small to access "XYZ service".

The service that I was given lost a lot of parcels & the window for claims is quite difficult to achieve. It has proved very expensive - I doubt I will be able to recoup most of the money. On occasion I was told that I cannot claim because the GPS tracking & photo are compliant in a case where a driver left an item outside a multi-storey block.

Something that companies like Parcelhub need to understand is this: if a customer orders from me, I dispatch it but the courier fails to deliver it then it is me the seller - not the courier - who they will generally expect recourse from & who the negative feedback will go to. Similarly - as the customer of Parcelhub - I turn to Parcelhub for recourse to the problems that I am faced with. I expect them to choose reliable services for their customers. If they partner with extremely unreliable delivery companies & don't give an honest explanation to their customer on the risk/benefit of going with such a service option - then their customer is entitled to hold them responsible - just like my customers are entitled to give me bad feedback for non-delivery.

When non-delivery occurs to my customer - I make sure I rectify the situation extremely quickly & this is the only way that the customer will feel OK about the situation.

Companies like Parcelhub if they cannot avoid working with less reliable carriers - they at least have a moral obligation to offer a more expensive but more reliable option alongside the cheaper less reliable option I wasn't given any options or explanation. I refuse to believe that Parcelhub do not know which of their partner firms are less reliable - their employee in customer services did concede to me that my particular carrier has a reputation for lost deliveries.

I tried to be patient before coming to a judgement. There are nice aspects to the service - such as being easy to speak to someone in IT or customer services. However even this shouldn't be overstated - as on one occasion IT gave my employee wrong advice in resolving a problem that resulted in a couple of hours of extra work.

On the whole I do not feel that the company was sufficiently responsive my feedback or needs. E.g. when expressing my unhappiness with Hermes for the first time, the account manager suggested me to use the Proof of Delivery service, but my actual question was evaded - my question was whether any service other than Hermes could be offered. I was not told that I could access other services. The option of using a different service with Hermes should have been presented as one of a number of options. I do not think I am unreasonable in saying that the account manager appeared reluctant to offer me service options due to the needs & workload of Parcelhub rather than the needs of me as their customer.

"Happy to help scam artists to take peoples money"

Had parcel that come from parcel hub after cancelling an order bye a company that parcel hub are letting trade with them (timeless trading ) that are scamming many people
With broken hoverboards or in my case cancelling an order and Getting something sent that isn't a hover board and then fighting get refund . Or like many other people on trust pilot (go overboard uk ) I phoned parcel hub to speak to someone to report the issue as the site I used had there name on it and it all looked legit . On phone company wouldn't speak About it as they said it’s with the client even tho there activity with this company is helping them to scan people sending broken hover boards or in my case cancelled orders then when want return you have send to Netherlands that post cost 100 pound at my expense. Also in realising I was getting scammed and Cancelled the item I phone DPD and wanting refuse item as i was getting a delivery on day that company said they dident have the hoverboard and I cancelled. On delivery I wanted refuse I spoke with DPD and was informed that parcel hub had put not to leave with neighbour so I got stung ... on several phone calls with parcel hub no one would put me through to manager And kept forwarding me to a number that is for timeless trading . Surely if you are helping a company to Scam people you would have a process . I was spoken to rude the one person even googled the company on trust pilot so he could see the big problem ... he spoke to manager and was told he can’t comment and I should contact timeless trading

"Integral to our success"

We have worked with parcelhub for almost 4 years now and have found them to deliver a professional and transparent service consistently thoughout this period. We currently send around 5k parcels per week with parcelhub.

We have had issues with couriers in the past who have been unable to make changes quickly or adapt to suit our business needs, this was not the case with parcelhub and we have found them to be innovative with a sense of urgency that matches our own.

Our account manager is always readily available to us and has demonstrated a genuine desire to support our business as best he can.

The real win for us with parcelhub was their ability to integrate with the variety of different systems and vendors that we need to use in order to successfully operate our online retail business.

I really cant recommend them highly enough!

"Been using Parcelhub over a year now…"

Been using Parcelhub over a year now and with the number of carriers they have it has given us more options for our customers.
Keeping all our carriers in one place for one collection and one invoice.
Would recommend

"Parcel Hub - Mark Fordham"

Overall experience has been very good, particularly Leigh Sissons who has been very helpful with everything thrown at him in the last year or so.

"Very professional way to control your…"

Very professional way to control your parcel needs. One collection but your parcels can go with multiple couriers - you choose the best option for you and your customer. All on the one invoice.

"Sneaky & Cheeky in Surcharges"

Sneaky & Cheeky in Surcharges

As others have pointed out, they sent you retrospective surcharges monthly. When you challenged them, they told you it's too long ago and they couldn't do anything.We ended up with over £1000 incorrect surcharges PER MONTH.

Ironically when we approached YODEL, the actual carrier for clarification on surcharge, we were advised that YODEL never actually put surcharges on any vendors. Therefore those £8 per parcel, even £65 per parcel ridiculous, groundless surcharges were all Parcelhub's doing, and they made it look like it was charged by carrier company.

This is daylight robbery.

Not to mention they've caused huge delay and backlog of our parcels when they suddenly decided to shut down our accounts, causing us significant damage to business, esp. metrics on e-commerce platform, which I believe is vital to most of Parcelhub's clients!

We used them back in 2016, when they were much better than today. Things have gone downhill in a quite ugly way after they were acquired by the Whistl Group.

Do not ever think about using them.

"Shocking."

Shocking.

Prearranged a delivery of a package with a weeks notice. ParcelHub sent me a outgoing label and arranged for the package to be collected and said I should expect the return label soon after. Not ideal as it was going to an event where we would not have access to a printer. On the day of the event I was told the person dealing with my case, that had promised I would have the label by now was not in the office for the rest of the day, yet I would be sent the return label and would have to put it on the package myself. I never got the return label. Package is currently in limbo at the event location.

Avoid at all costs. It's literally easier to put your package in the back of your van/car and do it yourself. Save yourself the hassle and an unexpected journey.

"As a company we have been using…"

As a company we have been using ParcelHub for several years and found the service provided extremely good. Our account manager Phil deserves a particular shout out of praise :)