Avis #11480

am the sender. I booked for collection and stayed home all day on the collection date, no one turned up. I contacted the depot and they said they didn’t have drivers in my area and this would be indefinite. I waited another day and got the same reply, I was told that if I wanted the packages delivered then I needed to drop them to the depot which was a 3 hour round trip. I dropped the packages and contacted EcoParcel. From the outset I felt like they didn’t care at all. They offer door2door, locker2door and locker2locker services. I just asked to be given a refund of the price difference in services not for full refunds which many would have. There were well over 20 packages which I needed help with but they forced me to open a ticket for each case and then sent me a copy and paste response saying it was my “personal choice” to drop off the packages. The orders were created on 15/7 I have been in contact with the depot and contacted them on 30/7 to get an update on service in the area (15 days) and they still don’t have any drivers and still require packages dropped to the depot. If I had waited for collection I would basically still be waiting. If you are running a business with time sensitive delivery requirements then you can’t possibly wait. EcoParcel don’t offer a locker2door service in my area (which actually I prefer) so I had to choose the more expensive door2door to book the transport. I’m not really upset about having to drop off, these things happen and was able to fix things what I am upset about is the disgraceful customer service. First they wasted my time making me fill individual tickets, then every ticket had the same automated response, I knew they’d try and worm their way out of refunding the difference in price as well and sure enough that’s how they handled it. They took ages to respond to anything after and soon I will have gone out of the timeframe to complain about order issues. No telephone support as well, I mean for someone who is complaining about over 20 parcels they should just contact on phone. They purposely take their time to answer so that you then go out of their complaint timeframe so then they can avoid helping. Everything seems automated, I complained about a collection problem which this is but I got a response saying the package is delivered please open a new ticket, but I’m complaining about the collection so why do I need to open a new ticket? Clearly no one has actually read the complaint. My experience on these transaction s has been very bad, if I was in their position the minimum I would have offered is a partial refund between the services. I’m not asking anything extra but the way this is being handled is really very concerning.