Disgusted with City Link

[Frob]

Post copied from SCAN.care@HEXUS

Lunch time Monday 4th I order more that £1000 worth of parts.

Disappointingly the delivery date was the 6th not 5th and changed to the 7th while I was placing the order.

City Link delays the package by a day (bad weather) and it arrives at the local depot 1:20am Friday the 8th.

About 10 o'clock Friday I call City Link asking if they are going to deliver today, they say it isn't scheduled for delivery today, probably because they are only delivering to places they are sure they can get to (bad weather). So I ask can I go to the depot and collect it? Sure they say, I will mark the package for collection (which web tracking confirmed). About an hour later I drive through 5 miles of snow and ice to the local depot and I am told your package is here but we don't know where it is and can't be arsed to look for it. After complaining I get to speak to a manager of some sort who tells me the same thing.

So City Link think it is OK to tell me I can collect a package (saving them the trouble of delivering it) and for me to waste my time and petrol on a 10 mile round trip to find out I can't, but, it isn't OK for their staff to spend any time locating a package in their own depot. I called City Link to complain and got nothing more than a limp apology, I also complained to Scan who called City Link and relayed another limp apology.

At the moment I'm trying to decide if I should cancel the order just so that when (if) City Link deliver it I can tell them to take it back for use as a suppository by the depot manager.

What would you do?

[Frob]

I did as requested copy the now closed post to the After Sales section.

In response to the replies to the original post thanks. They helped me better understand that companies like City Link can get away with providing such appalling customer service because so many people are prepared to accept and pay for it, and that I am not one of them.

I had to balance the unpleasantness of having to get the parts from somewhere else (probably at a higher price) against the unpleasantness of knowing I was a spineless whimp who got shafted and still turned round and said thank you.

I didn't cancel the order while City Link continued not to deliver it. Scan were unable to make any offer which would reduce my level of pissed off below extreme so today the order was canceled.

[Chris P]

Frob

Apologies for the issues you experienced, the depot's seem to be overwhelmed at the moment with the backlog and it is taking longer than normal t locate parcels, but this of course does not excuse the treatment you received when you drove down to the depot.

Our CS dept has lodged a complaint with City Link and once we receive a reply we will forward this through to you.

Best Regards