I note with some interest the satisfaction score (people who think that Packlink offers a good service) of just over 60%. That, in fact, is very low!
Let me explain, assume your parcel is collected on time and is delivered on time – as it should be – then that is fantastic. Award the full 5 stars.
What sets companies apart it the level of customer service when things go wrong. In this department, Packlink is a disgrace.
My parcel was collected by GLS the company appointed by Packlink. The driver did not leave any paperwork so I did not have GLS´s tracking number.
After two weeks the recipient contacted me to inform me the item had not arrived. Armed with only the reference number Packlink gave me (I thought that was the tracking number) I tried to contact them. This proved exceptionally difficult. After filling in all the information in the ´contact us´ form umpteen times the ´send button´ stayed greyed out.
Eventually, I made it to a live chat connection. The reply was brusk and deliberately obscure with the operator metaphorically hanging up on me.
(I have the transcript)
Again after some time experimenting via the ´contact us´ page, I changed the heading from ´claim´ to something else and managed to send – they seem to have blocked anything to do with ´claim´)
There then followed a saga of about 50 emails back and forward. It was quite apparent that Packlink did nothing to find the missing package and were hoping that their clients I would just give up.
I made it clear that I reasonably considered, after six weeks, that the package was lost and I had paid for insurance.
(Also, after the said six weeks, I refunded the recipient for the cost of the purchase plus carriage.)
I continued to try to get some service and answers out of Packlink. Twice I was told, weeks apart, that I must wait a further 21 days for GLS to respond. They never did and probably never would as I don’t believe Packlink followed any of this up.
Finally, the package was returned to me 93 days after the initial collection!!! No reason, no correspondence.
I again wrote to Packlink pointing out that the least they could now do was refund the original postage costs and insurance and offer an apology. Again they made it as difficult as possible and “would see if I had a claim”.
At this point, I contacted PayPal´s resolution centre (I wish I had done so earlier.) A few days later PayPal upheld my claim and issued a refund (I love PayPal)
In all, I estimate I spent over 7 hours in frustrating correspondence and the recipient at his end over 2 hours trying to contact GS. I had to re-advertise the item on eBay and I eventually sold it for a lower price.
Packlink´s customer service is shoddy, incompetent and the company is downright crooked.
A tip; whatever company you choose try their customer helpline first and see if you can get through, and always choose, if you can, to pay with PayPal. They were great.
I can provide a transcript of the emails to back up my statements and will post these on my web site.
Did not deliver an item to the buyer, I have to pay a refund to the buyer but Packlink have no means to contact them to claim compensation. They only have online chat which simply ddoesn’t work. Ebay washed their hands of it entirely and said I can only take up the issue with Packlink- Impossible.
Bad shipping service and worse customer service. I hired them six days ago and still no update, the only thing I get when I track the package is “pre-register”, no one came to pick it up even tho they told me more than once that they were coming, so waste of time and money.
I sent several e-mails and all I get is some vague response with no clear information whatsover.
😡😡 missing parcel from eBay – Packlink tracking says delivered with signature 9 June at 10.08 when it was at depot 10.07…and it’s not here at my house 😡😡😡😡😡😡😡😡
After reading the recent reviews I was very apprehensive about sending a package using Packlink and the fact the they were late picking up the package did not instil much confidence in me either. They gave me a slot of 9am to 5pm but then didn’t arrive until around 6pm. Customer service was slow and not particularly helpful but I did get a response eventually.
Nevertheless, I can confirm that the package arrived at the destination safely. I sent it from Barcelona on the 2nd June and it arrived in Sydney, Australia on the 16th June.
Hello, we are releasing the negative feedback, because for several days, we have been trying to solicit your company, to find out where there are three of our consignments collected in Spain for delivery to London, and we do not receive any response, below the order details.
Await urgent feedback
Top. very fast.
We used packlink service to send a packet to UK
We used packlink service to send a packet from Spain to UK. Packet pick-up was scheduled 1 day after during morning. At midday, we tried to contact the service, no phone which ended up being a “online chat” with a queue of 15 persons… okay,,, fair enough,,, took me 3h! to get to 1 person in queue .. hilarious. After 3h waiting to talk to an agent, they reckoned the issue, said the driver was coming, and marked as “Resolved”.
We were stuck at home whole day and driver didn’t come.. Contacted deliver company (SEUR), they said can’t do anything as is Packlink dealing with this.. Then we tried to talk to them again and since ticked was “Resolved” you are not able to talk or contact any agent… so packet at home, didn’t know if staying another day we decided to go to the closest SEUR center (15km) to drop the packet.
Never use again, I will definitely go to the delivery company directly, NO MORE MIDDLE MAN WITH 0 VALUE AGAIN.
I have stopped using Packlink on eBay because:
They refused a claim for compensation for a parcel lost by Hermes as it was a ‘restricted category’ which was any item more than 50 years old. This information is not clear on the eBay website.
They are slow to respond to problems such as the failure to generate address labels.
I would recommend anyone NOT to use Packlink because they are unreliable and not transparent in how they deal with their customers.
Please avoid this company,as member of ebay since 2015 they never had worst delivery company i lost over 100 pounds so far, the parcels which i send were damaged couple of times, they do not have proper resolver, their on line chat is useless and the claim form as well, no email will help you at all, all the answer is they do not resolving issues by email,you will go around and around without resolving the issue, such a joke of company , someone has to take legal responsibilities as all they do is stealing
Unbelievable terrible company, never gonna use this horrible and unprofessional company again.
Avoid at all cost. Parcels collection cancelled on time, after 2 weeks still waiting for refund, contact several times and never answer. Online chat says my parcel track never existed.
They kept all my money.
Have booked several packages for collection and paid over the money but parcels not collected. Hermes say not our problem you booked through packlink, packlink say nothing as it’s impossible to get in touch with them.
Do not use this company.
Avoid at all costs.
Company said would collect yesterday, they did not. Website still says collection for yesterday. Tried to speak to someone and it’s online chat system. 50+ in queue. Have to have the page constantly on your phone or it resets you on the queue. Waiting 2 hours to speak to someone, and still no further, I’m currently 30th after being reset multiple times, it’s Impossible. Tried logging on to the website and said email not recognised.
Take your money, don’t deliver on the service and are a nightmare to speak to to resolve their error. Will not be using this company EVER again and will tell anyone using eBay just to do your own delivery service with a reputable company