still pretty good delivery system but non-existent customer services
When I opened an account with them a year ago or so, they were so good. The service did exactly what it said on the tin. I only opened a couple of tickets on their site to query parcel pricing, and these were answered & resolved within 24hrs. Fast forward a year later and things have sadly changed for the worse. A parcel I ordered in early December 2016 seemingly arrived in their depot, but when i got the email informing me of this, the attached photo was odd....there was no parcel in the photo, just a shot of an empty Parcel Motel desk. Worse still, they texted me the PIN and when i went to the locker, there was nothing inside. Since they never answer their phone and they dont even publish a phone number on their website (I called via Nightline), i opened a support ticket. Two weeks later it still hasnt been answered. It's like their entire customer support team has been sacked or something. I tried calling again 2 days after Christmas. The voice on the answering machine said the inbox is full (presumably with irate customer complaints) and then it disconnects. It's just plain weird. Never experienced customer service as bad as this with any company. Now on the plus side, all the other parcels i ordered through them for Christmas were delivered no problem, maybe a day or two late but I appreciate there will be delays in December. I even ordered something from Amazon UK on the 19th and i picked it up from the locker on the 21st! So when everything goes smoothly with PM, it's perfect, but when it goes bad, it's horrendous. I've almost given up on ever seeing that parcel i ordered, or even getting compensation for it.