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But your parcel may never arrive.

Eric Chubb writes:

Wondering if any Broadsheet readers have been using Parcel Motel lately and had problems with it?

I ordered a parcel from Amazon which arrived into their Belfast depot on the 15th of June and went no further, until they eventually owned up to having lost it after me ringing them every day or every second day for a week and a half.

They offered me €100 compensation which is less than half the value of the item in question – mea culpa for not taking out the additional liability cover.

However, they also said they think the parcel arrived already opened, but couldn’t prove it as they couldn’t find it.. Surely if it arrived opened, they might have the courtesy to inform the customer so they could get on to the merchant ASAP. In this case, evidently not. Their customer service is non-existent.

They don’t seem to reply to emails, very occasionally they reply to tweets, and if you ring them you could be on hold for an hour. See here: here and here.

I accept that with COVID19, courier firms are flat out every day, but then they are making plenty of money out of it too. If you scan Twitter, or Boards it’s just customer after customer with the same problem.

Packages go missing, PM don’t respond on any customer service channels. I realise that customer comments tend to skew negatively in general, but the sheer volume and consistency of the complaints paints Parcel Motel in a very poor light indeed.

The courier industry in Ireland is completely unregulated from what I can see. ComReg have no jurisdiction over NightLine who own Parcel Motel, so it seems that the next step is the Small Claims Court..

Anyone.

Parcel Motel