Well, NO, I’m sorry! It doesn’t help.

10 Mar, 15:15 GMT

Hi Owen,

Thanks for your email

I do apologise about this. Here at Shutl we do aim to provide an efficient service to all our customer’s. I can confirm any information we advise you, is the information we receive from our courier(s).

I can understand your situation has been frustrating, We do genuinely apologise for any inconvenience caused and will feed this back to our courier companies, in order to provide a more effective and improved service.

Hope this helps

Rukshar

9 Mar, 18:18 GMT

P.S. Earlier this afternoon (Friday, 9th March), after I had written my below message to you, a UPS Courier arrived at my home looking to collect the parcel that UPS had already acknowledged as delivered to one of their Access Points! Shambolic chaos, or what?

9 Mar, 13:33 GMT

Dear Shutl,

I wish to complain about the extremely poor service I have received from you and your couriers in respect of an eBay-sale package I contracted with you to have collected from my home for delivery to the purchaser.

On 4th March, I printed a label for ‘UK Mail’ to collect my package on 6th March (Tracking no. 31377270014006). When ‘UK Mail’ failed to collect the package on 6th March, I telephoned you to find out what was going on. I was told that ‘UK Mail’ would collect on the following day, 7th March. However, ‘UK Mail’ did not collect on the 7th March either, so I phoned you again in an attempt to ascertain when the parcel would be collected. I was advised that you were experiencing some problems with certain ‘UK Mail’ collections, and I was recommended to print off another label, but this time requiring ‘UPS’ to effect the collection and delivery. So, on 7th March, I printed off a second label in order for ‘UPS’ to handle my parcel (Tracking number 1Z2V7V486816543259) and I received a confirmatory e-mail from you saying that collection would be made on 8th March between the hours of 11am and 3pm. When no collection had been made by 3.30pm on 8th March, I again telephoned you for advice. You recommended that, if I could deliver the parcel to a ‘UPS Access Point’, I should do so. So, yesterday, 8th March, at around 4pm, I made a round trip of thirty one miles to deliver my parcel to the nearest ‘UPS Access Point’, in Newtown.

I have spent three days waiting in at my home for a collection by one of your agents and it appears to me that no attempt to make my collection was ever made. I have had to apologise to my purchaser, on three separate days, due to your organisation’s failures to meet my order. I have incurred time and costs travelling to and from the ‘UPS Access Point’, time and costs that I was specifically trying to avoid when I contracted with you to have my parcel collected from my home.

I feel that you have let me down very badly. In doing so, you have caused me to feel that I have let down my purchaser, so much so, that I yesterday made him a small partial refund of his payment to me.

I look forward to receiving your comments.

Yours, very dissatisfied,

Owen Stanier

Pant Farm,

Wern Lane,

Sarn,

Nr. Newtown,

Powys,

SY16 4EN.

Tel. 01686 670943 or 07789 938922.