Complaints

This profile includes complaints for Parcel Pending's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Parcel Pending

  210 Progress Ste 100 Irvine, CA 92618-0358

  
• 

  Parcel Pending

  475 Goddard Ste 150 Irvine, CA 92618-4621

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/24/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company feels like a scam. Their customer service is useless. They take zero responsibility and just blame the building.The lockers are useless because most of the drivers are refuse to use them. It's impossible to delete your account. I've tried to reset my password over a dozen times and there has been no password reset email from Parcel Pending. I want my account deleted so I can be done with company.

  

  Business Response

  Date: 03/25/2025

  Hi ****, we tried to call you twice to see if we could assist you before we closed your account out. It went immediately to voice mail. We do apologize for the experience you encountered while using the service. We have deactivated/closed your account per your request. Thank you!

• Initial Complaint

  Date:01/30/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Locker not opening for 4 days. No supervisor call back or escalation process. I have called numerous times. This could be my blood pressure medicine. This is horrible customer service and I am very upset

  

  Business Response

  Date: 01/30/2025

  Hello  ********** ******-****, I apologize for the inconvenience you experienced with the locker system and customer service. It was a pleasure to speak to you and assist you to get your issue resolved. You have my direct contact information, please reach out with any future issues and concerns, I am happy to help. Thank you, ~ **** Bishop 

• Initial Complaint

  Date:01/22/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I started my account with ********************** when I moved to ********** in December, I later found out that I did not need it since my area is very secure so I tried to cancel my account but even when I go online there is no option to cancel my account, checked their support and it just says to select close account which doesn't exist on their website.

  

  Business Response

  Date: 01/23/2025

  Hi ******, we apologize for the inconvenience you experienced when trying to locate how to close an account.  I just reviewed your account and it has been closed per your request. Thank you  

• Initial Complaint

  Date:01/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Parcel access codes have not worked 4+ times. Even though most packages are able to be accessed on time, it is unacceptable to deny access for multiple days to items that a customer has paid for. I have paid expedited shipping and have been out that money because of this company and being unable to access my packages within the paid time. This company has denied access to packaged until the apartment complex can get a key and open it. Despite the number of times I have called their customer service, they have not been able to resolve the issue. I need my packages outside of apartment business hours, the whole selling point of having the mandatory lockers. Yet, this company states that the package has been picked up on their application despite the access code not actually opening a locker. In addition to this, their customer service agents are clearly frustrated because they do not have the tools to absolve complaints. The complex pays to use this service but the company misrepresents their service and requires the complex to fix their issues. Why do they refuse to send technicians unless the apartment complex requests them despite their consumers reporting clear issues? They are frequently adding unnecessary workload onto the employees at the complex and forcing them to be responsible for the failures of this company. In addition to this, I have found other packages when using my access code multiple times. This represents a safety concern, going directly against their selling point. Both times this has happened I have left the package with the complex. And, they have once shifted blame onto me for the package of another resident because they had once again sent an incorrect access code in which the box opened to reveal no packages (insinuating that there was the package of another resident when there was not) while my package was sitting in an already opened, unlocked locker unsecured. They completely fail at what they represent their business as to consumers.

  

  Business Response

  Date: 01/16/2025

  We understand your frustration. We are the manufacture of the lockers but they are purchased and owned by the property management company that purchases them from us for their residents. We provide technical support for the lockers under a contract with the property management company. There are several different tech support contracts offered. The contact agreement that your leasing office/property management signed stating before we can provide tech support or open a locker we must send the resident to the leasing office first. The leasing office wants the opportunity to open the locker manually before they are willing to pay for a tech fee to come on site and look at the problem. The leasing office and/or property management company sets the annual fee amount as well as the daily fee amount for not picking the package up in a timely manner. We can assist with code issues and mis deliverers, however the ************** sets the amount of what we can do per their contact. I hope this information helps to understand the process better. 

• Initial Complaint

  Date:12/17/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Charged a $10 "registration" fee, after I added my credit card. Never asked my permission to charge me.Their website forces you to keep a credit card "on file", which means I no long control who has access to my credit card information.Stay away from these shysters.Charges that you never agree to should never be allowed.

  

  Business Response

  Date: 12/23/2024

  Hello Mr. ******************* do apologize for any inconvenience you have experienced with the registration process of the locker system. The property management company owns the lockers at your property. The property management company sets the registration fee and daily holding fees. We collect the fees for them and we submit the fees we collected for the month back to the property management company. If you have any questions regarding the registration fee and/or daily fees, please reach out to the property manager as they set the fee amounts as well as send out the pre-registration links to set up the service.  I have submitted a $10.00 refund request and a $3 fee refund request that is on your account however, the property manager will have to approve the refund. Thank you. **** Bishop 

• Initial Complaint

  Date:12/13/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to file a formal complaint regarding Parcel Pending by ******** **************** based in ******, **********, for failing to provide access to a locker containing my package.On November 25th, I received a package delivery and an access code for retrieval. However, the code did not open the locker. That evening, I contacted Parcel Pending and spoke with a representative, who attempted to unlock the locker remotely without success. I was instructed to follow up with my apartment complex.On November 26th, my apartment complex informed me they had requested a technician to resolve the issue. I contacted Parcel Pending again later that evening, but the locker still did not open.I made two additional calls to Parcel Pending on December 2nd and December 6th. Each time, I was told a technician would be dispatched, but no time frame was provided, and the representatives gave little information about how or when the issue would be resolved. I also spoke with my apartment complex in person on December 6th, and they confirmed they had not received any updates from Parcel Pending regarding when a technician would arrive. My complex stated they had made several attempts to contact Parcel Pending but received no response. I currently have an open case/file number with ************************* date, my package remains inaccessible, which has caused significant inconvenience. I am also concerned this may constitute illegal withholding of mail.

  

  Business Response

  Date: 12/23/2024

  Hello Ms. ************* We do apologize for any inconvenience with our locker system.  We reviewed your account  and we see that all packages have been marked as picked up and we reversed all fees that were placed on your account. if you are still having issues retrieving package from a jammed locker, please as asked for the property manager in the leasing office. They have a key to assist residents in opening a jammed or broken locker manually. Only the property manager would know about and have this key. If you have any other issues or concerns.  Please reach out to our customer service team.  Thank you and Happy Holidays,  **** Bishop 

• Initial Complaint

  Date:12/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been getting parcel that is not for me. Parcel Pending charged me late fees for parcel that was not incorrectly put for me but belonged to someone else. When I companied, they told me that it is not their problem. They refused to take any action.I am not comfortable that why I should pay for something that does not belong to me.

  

  Business Response

  Date: 12/13/2024

  Hi Nitin,

  We apologize for any inconvenience you experienced with our service. We have reviewed your account and the fees have been waived and all packages that did not belong to you have been marked as picked up so you will no longer receive notifications or fees for them.  Thank you, **** Bishop 

• Initial Complaint

  Date:11/19/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have request multiple times to be removed from their emails. I never signed up for this in the first place. This is in violation of the do not call/do not contact policy.

  

  Business Response

  Date: 11/19/2024

  Hello ****, 
  We apologize for any inconvenience you have encountered with our service. Per your request, your account has been closed.  You should no longer be receiving any further email and/or text notifications. Thank you 

  Customer Answer

  Date: 11/19/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  **** *******
  
   
  

• Initial Complaint

  Date:10/30/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A package was delivered to parcel pending on 10/23/2024. They have informed me the machine is broken after I have searched for my package. They have not sent me a customary code for retrieving my package, but it is locked in their locker. I am on deadline with this project and they have my property without retrieving it for me.

  

  Business Response

  Date: 10/31/2024

  We tried to reach out to ***** to better assist with her concerns but was told to cancel her account and we were hung up on.  The Escalations Manager tried to reach out right after to see if he could further assist and was hung up on immediately. The only way we can resolve any issues or concerns if if we work together. This customers account has been closed per her request. 

• Initial Complaint

  Date:10/30/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 10/18 and 10/19 I received an alert my packages with tracking ******************************************************************************** had all been delivered. when i get packages, they give me a code to pick them up. they were marked as delivered. There was no way to retrieve the packages from the box. Since then, i have spoken with parcel pending, they tell me contact the post office. i contacted the post office they tell me to contact parcel pending, then finally parcel pending tells me to contact my management at my apartment complex. Everyone is saying contact everyone else. the Packages are in the box but i cannot retrieve them. The doors to the electric unit to open them will not open. I WANT MY PACKAGES. because of this company's actions i have been suspended from the site that i bought my items from. and can no longer trust getting any packages at my apartment. I keep getting the run around. I want my packages.

  

  Business Response

  Date: 10/31/2024

  Hi  ****,  We left you a detailed message as to why your packages are stuck in the locker system.  The ******************************************** WIFI is down and offline. The locker system runs off the properties internet system. The system itself is not the issue.  Its the properties internet that is down that is causing the problem. This is why the telephone and pin number did not work as the interconnection is down. We can not see any of the lockers or where the packages has been delivered too until the property fixes their internet connection.  We have already reached out to them twice with no response. Unfortunately until the property fixes the internet issue, we can not open lockers virtually. You can go to the ************** and ask them to open the lockers manually with a key. This would be your only option until the internet connection to the locker system is reinstated.  We do apologize for the inconvenience this has caused you. Thank you.