Review #981

My experience was a bit of a downer. I order a box to be picked on a Friday (14th), however, no courier came to take it or even I was informed of this process. I live abroad, and my mum was helping with this. They do not tell you the time they will come to make the pickup but the time the delivery agency is open until (8am-6pm). My mum was left waiting for the whole day (8am-6pm) for a pick up that never happened. I tried to get in touch with Ecoparcel CX in several times with a limited response from their end, (an email saying that my query would be answered within 24h). Then, a girl from the CX department got in touch with me and said that an urgent message was sent to the courier for the delivery to be picked on the same date, Friday 14th...On Monday after not response either any contact from the company or the courier, I sent them another email that was only responded on the 20th for the CX agent that originally responded my query on the 14th... a very inconclusive email explaining basically that, they do not have control or any way to know what is happening with a delivery, once it is requested and that they only rely on the information based on records, that they do not know the reasons behind any delay on pickup, delivery or the transit of the product itself. Believe me, that makes you feel very uneasy to use their services in future. My parcel was picked on Monday 17th after my mum received a phone call telling her that she should be at the pick-up place in within 1h, or wait for another time, unknown by the delivery guy. My mum had to rush to make it on time for the delivery. I rose this issue to be reviewed on their end to understand what was the initiative used in the process to solve this bad experience and the answer was "I will bring this matter to our management and affiliates to avoid it happening again in the future." This was the last communication I had from the CX agent. Luckily, my parcel arrived a week later than expected in a good state, as per Ecoparcel, they never made any further contact as an exception to the emails to rate their services....