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:08/28/2022

  Type:Billing 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.

  The provider keeps charging me for a 'phantom package' that doesn't exit - 5 dollars every day. I can't contact their customer support team. I'll continue to protest the charges with my credit card.

  

  Business Response

  Date: 09/01/2022

  We spoke to the customer and the issue has been resolved.

  Customer Answer

  Date: 09/06/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  Date:08/06/2022

  Type:Customer Service 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 moved into a new apartment complex on May 15th 2022. I was informed I would have to sign up for the service with Parcel Pending. I was charged $20 activation and $5 a month for the past several months in which NO packages were delivered to the Parcel Pending box. In fact, all packages were delivered to my door. I have been trying to cancel since June 5th and to no avail I cannot. I want a FULL refund for being defrauded and WILL NOT accept anything less. My account needs to be canceled immediately as services were NEVER rendered.

  

  Business Response

  Date: 08/08/2022

  We spoke with the customer and reversed the registration fee along with three subscription fees applied to his account. We also deactivated the account per the customers request.   We have resolved the issue to the customers satisfactory. 
  

  Customer Answer

  Date: 08/08/2022

  
  
  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:08/01/2022

  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.

  For the last two months (June and July, 2022) Parcel Pending has been emailing me daily reminders to retrieve packages that have already been picked up with EVERY package delivered to their parcel lockers at my community. Each day, I email a reply to them that these packages have already been retrieved but Parcel Pending will not resolve this issue. Attempts to phone them result in very long wait times on hold (as long as 30 minutes each call) until I've had to just hang up and notify my property manager of the ongoing problems. Now on 8/1/2022 I received an emailed receipt from Parcel Pending charging my credit card $3 per day "storage fees" for a package already retrieved on 7/29/2022. The assistant property manager at my community confirmed that there are NO packages for me in any parcel locker and advised me to remove my credit card information from my Parcel Pending account. But Parcel Pending will not permit removal of credit card information from the account. I was finally able to get through to ***** in Parcel Pending's customer service ***** on 8/1/2022 by phone who claims she processed a $3 refund and will notify someone at Parcel Pending to fix their system so that this issue does not continue to occur. But I have no confidence that this problem will get resolved and I do not want charges and credit-backs on my Parcel Pending account as if I'm irresponsible. I am a disabled senior citizen and have better things to do with my time each day than chase Parcel Pending to fix their system and treat customers with respect and honesty. This complaint is intended to hold Parcel Pending accountable for their errors and incompetence, to correct this chronic problem with my account and to warn other multi-family community customers and their property managers that this mandatory service that we are paying for is not honest or reliable.

  

  Business Response

  Date: 08/08/2022

  We spoke with the resident and reversed fees accordingly.  We apologized for the issues the resident was experiencing and let her know that it is the properties responsibility to ensure the ** FI connection and electricity to the locker system is working correctly. We emailed the resident with confirmation. We have resolved the issue for this resident and this case is now closed 

  Customer Answer

  Date: 08/09/2022

  While the business did acknowledge its error and reverse this erroneous charge on my credit card account, it refuses to remove the charge from my Parcel Pending account claiming it would "disrupt their system too much just for one customer!" This creates a fraudulent, negative charge history on my account creating the appearance that I am at fault rather than the business for this error. It also leaves open a future potential for the business to attempt further collection on the erroneous charge, subjecting me to yet another weeks' long effort to get the business to satisfactorily resolve the problem. The business was able to go into its system to change all dates on their reminder notices to retrieve all packages that had already been picked up days before their notices were sent to make itself appear honest, so it is nonsensical that it cannot now go back into their system to just remove their erroneous charge and restore my account to an honest, accurate history for my sake. I have notified my landlord's agent of Parcel Pending's refusal to remove an illegitimate charge from my account and the agent advised me to close my Parcel Pending account. She assisted me in doing so although I will continue to pay landlord's monthly fee now for a service I will not be receiving. No customer should have to endure this months' long ordeal just to get an erroneous charge by Parcel Pending removed from their account, and no one should be forced to continue paying for a service that is intentionally incompetent and now fraudulent. I intend to file a complaint with the ******* Attorney General's *********************** against Quadient Parcel Pending to make it and other consumers aware of Parcel Pending's harmful business practices. As a disabled senior citizen, I am appalled at the level of fraud and willful refusal to do honest business with customers by this business. 

  

  Business Response

  Date: 08/09/2022

  We have reversed the fee that the customer is questioning and gave a refund back.  We however will not remove the transaction history from our database as we need a record of the charge and the refund on file. It would be a liability to remove such history from our system. We would then have no proof that we did refund the customer back. We have **** everthing we can to assist this customer. We did apologize for the error and we corrected the error by refunding the fee back to the customer. ********************** considers this case closed.

  Customer Answer

  Date: 08/09/2022

  You did not "refund" anything. You simply reversed your illegitimate charge on my credit card. I have screen captures of everything. Therefore you do not need to preserve a refund you did not make by maintaining an illegitimate charge on my Parcel Pending account.People are not stupid. Until Parcel Pending starts providing honest, competent business practices to its customers I have no intention of doing any further business with it.

• Initial Complaint

  Date:07/20/2022

  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.

  My previous apartment used Parcel Pending and I moved out on 11/2019. On 7/16/22 I received a notification from parcel pending that a package arrived and I had until 7/19 to pickup or get charged $3/day. I haven't ordered any packages to that address. When I tried calling them twice to close my account, no one got back to me and I emailed them three separate times with no response. I need my account closed so I don't accrue charges for packages that aren't mine. I ended up picking up the package from the apartment and it was addressed to someone else but since it was registered under my account I would have been charged. I need my account closed. The site has no physical way for consumers to close the account on their own.

  

  Business Response

  Date: 07/21/2022

  We reached to the customer and apologized for the delay she experienced in closing her account after she had moved. Her account is no closed. no fees were charged, and the issue has been resolved. 
  

• Initial Complaint

  Date:07/13/2022

  Type:Product 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.

  apartment complex makes you sign up for Parcel Pending lockers. They MAKE you apply $20 to use the service. Half the time it would tell me I have a package and nothing would be in there. Recently I moved and tried to get my $20 back and was told I can not get my money back. No where does it say this is not a deposit or that they keep your money. Never dealt with a package company like this. Doesn't seem legit.

  

  Business Response

  Date: 07/14/2022

  We spoke with the customer and explained that the registration fee is set by the property not Parcel Pending. The property purchases the locker system from Parcel Pending however, all fees associated with the use of the locker system are imposed by the property. The customer now understands and stated she was not told that when she signed up for service with the property.This issue has been resolved with the cusstomer. 

  Customer Answer

  Date: 07/15/2022

  
  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:06/26/2022

  Type:Billing 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'm trying to cancel my account. I went to the *** on Parcel Pending's website here: https://www.parcelpending.com/faqs/ and under "How do I close my account" it says "Log into your account at my.parcelpending.com and select the option to close your account." There is no such option to close the account at that web address, and I'm going to be charged soon for someone else's package.

  

  Business Response

  Date: 06/27/2022

  We deactivated and canceled customers account per their request. We did an account history and there are no fees charged on this account.  Left voicemail for customer and gave update. 

  Customer Answer

  Date: 06/27/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I find that this resolution is mostly satisfactory. The business did close the account for me, and I have not been charged, however they ultimately need to update the incorrect documentation and functionality of their website to make it possible for customers to cancel their account autonomously without needing to file a BBB complaint.
  
  Regards,
  
  *********************************
  
   
  

• Initial Complaint

  Date:06/06/2022

  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.

  Parcel Pending is a subscription package storage solution for apartment complexes. I moved out of the apartment complex which uses Parcel Pending. To cancel, the Parcel Pending app routes customers to their website to cancel subscriptions, however, the ability to cancel the service is no available through the website. I have been trying to cancel my subscription for 3 months to no avail.

  

  Business Response

  Date: 06/08/2022

  We reached out to the customer however his voice mail box was full and were unable to leave a message. We wanted to inform the customer that his account has been closed and we also submitted a refund for his account fee. We apologize for the delay and in inconvenience. 

• Initial Complaint

  Date:06/06/2022

  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.

  I am being charged for a package that I did not authorise. It was sent to a former address in ****** **, 22 hours drive away from where I am living. They are charging me daily to remove the parcel. I have tried to resolve the issue with the apartment complex who refer me to Parcel pending. Parcel pending does not respond to emails through their own website. Nor, can I reach them on the phone......however, they keep charging 'rent'. I have raised a dispute through **** and waiting for resolution.

  

  Business Response

  Date: 06/08/2022

  We reached out to the customer and apologized for the delay im responding to her request. We have located the issue and have submitted a refund for all fees charged.  The issue has now been resolved.

• Initial Complaint

  Date:05/27/2022

  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.

  The parcel locker has had issues all day, meaning that every single package has been inside all day without anybody being able to retrieve it. The apartment manager contacted parcel pending about the issue but they still havent shown up. I tried to reach them, but didnt get through.My package is worth over ********************************************* the heat. Also I paid for fast shipping but now cant get to the package.Im asking for compensation.

  

  Business Response

  Date: 06/02/2022

  Mr. ******* Hagspiel called in to speak with a representative stating he had a loss of food product in one of our locker systems.  We offered a refund for his loss, but he needed to provide an itemized receipt of the items adding up to the total purchased for us to give him a refund. We explained this is our refund policy and that he must provide a tracking number and proof of purchase with an itemized receipt totaling the exact amount of the refund. ******************* refuses to provide this documentation; therefore, we cannot provide him a refund.  We have tried everything we could to make the refund process as easy as possible. ******************** has spoken with a customer service representative and two managers, and we all did everything we possibly could to help this customer. ********************** now considers this case closed. 
  

  Customer Answer

  Date: 06/02/2022

  When I was called by the customer support I explained that this is a bad time to call because I am at work and busy. During previous emails I had explained and provided tracking numbers and receipts. But it appears they refuse to help me and instead try to make it ridiculously difficult to work with them on a solution.

  By the way it took 4 days for them to fix the lockers after getting notified. 

  

  Business Response

  Date: 06/06/2022

  We did receive a receipt from ******* Hagspiel in the amount of $218.23 that was not itemized.  It just had the amount of $218.23 but it did not list what was purchased on the receipt. I also explained this to Mr. Hagspiel that we cannot accept this type of receipt because it was not itemized. We only give refunds when we can tell what was purchased to ensure it pertains to the refund. Mr. Hagspiel is also asking for $300 which we have not received receipts totaling this amount.  In any case we will gladly refund Mr. Hagspiel if he will provide an itemized receipt. Until then Parcel Pending considers this case closed.