Michael R

United States

I paid Parcel Pending to receive packages for me at my “restricted access” apartment complex. This service is not as foolproof as their website states - 4 failures in 5 months: 1. Failure never resolved. Parcel notice received - the box lock "clicked" but no box door opened. Apartment manager opened every box but no package was located with my name. 2. Failure never resolved. Parcel notice received - box was empty. 3. Failure never resolved. Parcel notice received - login display stated parcel already picked up but I had not picked up anything before this attempt. 4. Failure never resolved. Parcel notice received - box was empty. First issue: unable to contact Help Line. After having attempted to contact the company's "Help Line" in excess of 10 times, I can state that calling the Help Line is an exercise in futility. I have NEVER spoken to a Customer Service Representative by calling the Help Line! The automated answering system kept me in queue for greater than 10 minutes on 4 occasions. My experience indicates that that the company does not wish to speak with customers with problems. Especially as most call center phone systems measure incoming hold times so that staffing can be adjusted to call volumes – which is a common customer service statistic. (My most recent experience was a callback took 5 days to be returned.) As far as obtaining assistance on the Help Line, I was disappointed, for example: Parcel Pending told me that I would need a tracking number and that I should contact the delivery service to have them tell me who the sender was. However, the deliver service informs me that they cannot tell me who the sender was without a tracking number. The problem with this is that Parcel Pending states that they have the option for delivery drivers to scan tracking numbers but that they do not require it and are aware that many (most) delivery drivers do not scan tracking numbers. To show how critical this function is, you can not get the delivery service to help trace your package and if (as has happened to me) another apartment resident received a package addressed me. Which raises the question, “Are all those lockers that were empty, packages that were delivered to other apartment residents?” Parcel Pending recognizes that this is a flaw in their system and yet has not made it mandatory for delivery drivers to scan tracking numbers. By way of example, Parcel Pending sends has a "scripted email" that states: Was your package an Amazon package? If it was, have you had a chance to check your regular mailbox? USPS delivers a lot of Amazon packages, there is a possibility that it was delivered into your mailbox, or the mail carrier might have placed a key in your mailbox for the USPS lockers which are separate from the Parcel Pending lockers. USPS will deliver packages into Parcel Pending lockers after they deliver regular mail to the USPS mailboxes, and packages into their own Parcel Lockers which are attached to the mailboxes and look just like big mailboxes. If not, please check your regular mailbox to see if the package or a USPS locker key is in there. If the package/locker key is not there, we will need to initiate a package investigation with Amazon to locate the package for you. All package investigations needs to start with Amazon per their policy. They will reach out to USPS on your behalf. From my experience, this service is not responsive to customers nor is the system designed to insure delivery of packages, which is a failure.