ComplaintsforParcel Pending

• Initial Complaint

  08/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 7/22/24 & 7/24/24, bags of cat food and dog food totaling $95.76 were delivered to the Parcel Pending lockers at our apartment community. We have utilized Parcel Pending since late 2020 or early 2021 with no issues. Normally, we receive a text on the day of delivery and if the item is picked up withing three days, there is no extra charge aside from the annual fee. On these two occasions, we did not receive a text for either delivery. When we realized on 8/5 that we were out of pet food and discovered that the vendor had delivered the food to the Parcel Pending lockers, the rental office were able to retrieve the food from the lockers. Due to the summer heat and humidity, the food was spoiled. We started a claim with Parcel Pending on 8/5 for a refund for the spoiled pet food. On 8/7, the customer relations lead contacted us via email and advised that for this reimbursement, they needed a copy of my driver's license or renter's insurance policy and a completed W-9. My husband and I do not agree with providing this level of personal information for a refund, and especially a W-9 as neither of us performed work for Parcel Pending. When I asked how this could be resolved without providing this personal information, the customer relations lead wrote on 9/8 "Unfortunately, there is no alternative available to us." I requested to address my concerns with the company policy with her supervisor (and the date of our annual renewal) on 9/10, 9/19, and 9/20 but have had no response through today's date, 9/24. We would like a full refund for the pet food and the Parcel Pending monthly service rate as of 7/22 - current. It is my understanding that the lockers are still not working for other residents and all of our (known) packages are currently being delivered to our front door.

  

  Business response

  08/29/2024

  Tell Hello, *******,
  My name is *********************, I am the Escalation Supervisor for the Parcel Pending Customer Relations Team. I spoke with ******, and she gave me a rundown of your case. I understand you are requesting a refund for $95.76.  To process the refund, it is policy that we must obtain a I9 form filled out to send to accounting along with the receipt that you have already provided. Quadient who is the owner of Parcel Pending, is heavily regulated due to the many contracts that are in place with our business partners. It is a requirement based on these regulations that we collect I9 form when issuing any kind of a check disbursement for reimbursement. I have reviewed your request and concern with our director, and I received the same answer that ******* provided you initially, that you must fill out an I9 form for a refund. I do apologize for any inconvenience this has caused but I must follow Quadient policy when requesting any kind of funds for reimbursement.  If you would like to send the I9 form directly to our accounting department to bypass any interactions for privacy, I have provided that email address as well below.
  Accounting email:
  ******************************
  
  Thank you, 
  *********;****** - Escalations Supervisor
  **********************************************
  ****************************************
  
  

• Initial Complaint

  08/05/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I just got an email telling me my account was closed because I won't give them my credit card number. I never asked for an account and the packages they are delivering were already paid for by the sender. Quadient (parcel pending) signed me up for a service I did not request and is demanding my credit card information allowing them to charge me for the service they imposed upon me.

  

  Business response

  08/08/2024

  We do apologize for any inconvenience this the system issue has caused. We are working diligently to rectify the issue.  Your account has been closed and any fees were refunded. Thank you. 

• Initial Complaint

  08/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My apartment complex uses this service to distribute packages to residents. In the last 3 months every package I have reserved totaling to approximately 15 has been delayed by failure of there process.It's seems that the package is suppose to be placed in a locker Then a text with a code is suppose to be given to the resident. There is a parcel room witch seems to be intended for oversize items that the item can be placed in instead of a locker this room also requires a code to be input though the locker system to open. Every package I have received for several mouths has been placed in this room instead of a locker even when it would easily fit in a locker. And not one has been properly logged to the system so I have never naturally reserved a code.I have to actively track my package using a package tracking number and request a code from the complex manager ever single time I reserve a package a process that often takes days and is reliant on me having tracking for every package I receive witch is not always the case.This significant delay in receiving mail has often caused significant damage such as it taking over a mouth for me to get a box of fruit witch spilled and not receiving critical search and rescue equipment in time for a training. I don't know exactly how there system is suppose to get the packages in to it, weather a delivery person is suppose to log the packages witch if it is the case should be spelled out in contracts with the delivery company's. Or if there employees is suppose to log the packages but either way that work is not happening and they either have to go after there partner to make it happen or fix there internal system that does the sorting. I can accept an odd mistake but this is consistent.They need to fix this because this amount of delay amounts to mail tampering witch is a federal felony.

  

  Business response

  08/08/2024

  We appreciate you taking the time to share your thoughts about the lockers in your community, and we understand your frustration and concerns regarding the courier errors. It can be so frustrating when they are in a hurry and make mistakes delivering packages either in the locker system or in the package rooms. Unfortunately, courier errors are out of our control. We do have a dedicated team that works with our courier partners, and we can make them aware of the errors and the effect these errors have on our residents. Package lockers offer the convenience of picking up your packages at your leisure, with the added security of safeguarding your deliveries until you retrieve them. We do apologize for the inconvenience you have encountered. If you have any questions or need further assistance, please don't hesitate to contact us at ************. Thank you. 

  Customer response

  08/08/2024

  
  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

  07/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Moved 5 months ago and unable to delete my parcel pending account. I keep receiving locker notifications with a fee if I dont pick it up within several days although not expecting a package. After finding a time that the complex office is open and driving an hour to pick the package up at ***********************, the locker is empty. Ive attempted to remove my credit card (no option), **** as moved online (told to contact complex office-no answer), switch to deactivate (fake toggle button that doesnt work). Please delete account-I no longer want your service or access to my credit card.

  

  Business response

  07/29/2024

  Hello ********, I apologize for any issues that you have experienced.  I have requested that a member of management reach out to you directly to assist in resolving this issue today.  If you need anything in the future please reach me at ************************** or ************.  Regards, *************************;

• Initial Complaint

  07/25/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  There is an error in their system. They "delivered" a package to a locker but when I accessed it the locker was empty. This package along with other packages that have been delivered to these lockers have been lost. Not only do I not have these packages and am out the cost of them, they are also charging me a daily fee for not picking up a package that isn't there. They have not responded to my or my complexes emails

  

  Business response

  07/29/2024

  Hello ****, I apologize for any inconvenience. I am having a member of management reach out to you today to resolve your issue.  If you need any assistance at all please reach out to me directly at ************************** or ************.   Thank you, ************;

• Initial Complaint

  05/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I live at the Promenade at *************** and rely on Parcel Pending to receive packages, including medication. I transferred units within the Promenade and my account with ********************** has been deactivated multiple times. This has taken a considerable amount of my time and I'm not able to receive important packages. Friday, 5/10/24 - move into new apartment Saturday, 5/11/24 - 1st PP deactivation ? PP re-activated account (12 minutes to resolve) Stated the reason for deactivation was because my cc was no longer on file. Wednesday, 5/15/24 - 2nd PP deactivation ? PP reactivated the account (43 minutes to resolve) PP stated it was an issue that the *** needed to address ? Case ******* Friday, 5/17/24 - 3rd PP deactivation ? Sent email to PP in response to initial case to let them know my account was deactivated again ? Called PP to reactivate account (11 minutes to resolve) Stated a fee needed to be paid for registration, then stated a fee is not required for the Promenade and stated it was because original account was still open. Saturday, 5/18/24 - 4th PP deactivation ? ********* in the *** office spoke with PP on the phone with me there (16 minutes). Case ******** was opened by ****. He stated that my account was deactivated because my original account was still open. He assured me the issue was resolved. Sunday, 5/19/24 - 5th PP deactivation ? ***** at PP stated my original account was still active. Assured me that a case was opened and I would hear back from the Technical Support team in ***** hours. (19 minutes to resolve) Stated she reopened case ******* for the Technical Support team.? Sent timeline to PP Help Form and requested the issue be escalated Ccase ********

  

  Business response

  05/22/2024

  Thank you for taking the time to share your experience with us. We sincerely apologize for the inconvenience you have encountered with the our service. We understand that timely and secure delivery is crucial, and we deeply regret that your expectations have not been met. We spoke to ************** and the issue has now been resolved.  

• Initial Complaint

  05/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Parcel Lockers system at ************ apartments has been down for weeks.

  

  Business response

  05/10/2024

  Thank you for taking the time to share your experience with us. We sincerely apologize for the inconvenience you have encountered with the locker system. We understand that timely and secure delivery is crucial, and we deeply regret that your expectations have not been met. We have opened a case regarding the system down issue, and it's been escalated top Field Services.  A tech will be on site to fix the issue. We have reviewed your account and there are no fees charged to your account at this time. In the meantime, if you receive a package notification, please have the leasing office assist you with opening the locker manually until the issue has been resolved. Thank you for your patience.

• Initial Complaint

  04/23/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  For over two weeks Parcel Pending has had issues. On 4/12/2024 it went down at my apartment complex. They took the packages out but never reset the codes. For over two weeks I kept receiving a code reminder to pick up a package that I had already retrieved. Recently I had a package from Makesy delivered to my complex on 4/19/2024; however someone else picked up my package based off of old codes. I have contacted PP but I have yet to have any results. The apartment complex stated they have contacted PP but no results. I have contacted PP several times . They have only sent ONE email to the person. No one seem to take this as important even though this is the results of their error. I would like someone to be proactive in contacting the person who has my package.

  

  Business response

  05/03/2024

  ****************, thank you for taking the time to share your experience with us. We sincerely apologize for the inconvenience you have encountered with the courier mis-delivering your package.  We understand that timely and secure delivery is crucial, and we deeply regret that your expectations have not been met. I see on your account that you have been in touch with ********* on the Parcel Pending team and your package was returned to you by the leasing office. It looks like your package was turned into the leasing office by another resident. If you have any questions or need assistance in the future, please reach out to our customer care team at ************ for further assistance. Thank you!

• Initial Complaint

  04/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Parcel Pending keeps billing me for packages I have already picked up. On my latest package, they claimed that they sent me 3 notifications regarding this package. 2 on the day it was delivered and one again 3 days later. This is false. I received 1 notification the day it arrived and I picked the package up. I believe they are creating false information in order to collect fees from customers. I work and live at the same property, so I ALWAYS pick ** my packages in a timely manner. I have been on hold for customer service for over 30 minutes TWICE. They have no support for customers.

  

  Business response

  04/12/2024

  **************, Thank you for taking the time to share your experience with us. We sincerely apologize for the inconvenience you have encountered with our service. We understand that timely and secure delivery is crucial, and we deeply regret that your expectations have not been met. I have reviewed your account and I ensured all packages have been marked picked up through 4/11/24.  I do see that you had a package delivered today 4/12/24 that has yet to be picked up.  I also ensured all fees were refunded/voided. If you have any further questions please reach out to me directly. If you have any other questions regarding your account, please reach out to our customer support team at ************ for assistance. Thank you,
  ********************* - Escalations Supervisor - Parcel Pending ************* -  *********************

• Initial Complaint

  03/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Parcel lockers go offline with no timeline of when it will be fixed or what's causing the issue. We have time sensitive medical supplies items delivered but are held hostage in the lockers because they cannot be bothered to run their systems correctly.

  

  Business response

  03/20/2024

  Thank you for taking the time to share your experience with us. We sincerely apologize for the inconvenience you have encountered with the locker system at your property. We understand that timely and secure delivery is crucial, and we deeply regret that your expectations have not been met. The locker system maybe down at your location due to a WIFI error at the property. If you are unable to retrieve your package entering your telephone number and pin, please visit the leasing office on site and they can open the locker system manually with a key.  Please reach out to our customer support team at ************ for additional assistance if you have not been able to retrieve your package with the leasing office. Thank you.

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