Parcelforce Worldwide - South West London Depot - Sutton

Thomas M.

Like other reviewers here I had exactly the same experience - they simply did not attempt to deliver the parcel and I can prove it. Our video doorbell proves nobody ever attempted the bell. No card left. Tracked them on their own app and they never even left the depot. Three times this happened!!! This is completely unacceptable in the modern world - everyone involved should be ashamed of themselves. I made a complaint and this was also ignored which I suppose is not surprising. Oh dear

izza B.

No one attempted the delivery, they lied! There was no card left on the door. Such a poor service! I waited for an important delivery and I was tracking the driver to know if he was nearby. About an hour before my scheduled delivery slot, tracking disappeared. I was monitoring the updates, refreshing every minute, and the next one I got was that the delivery was attempted. After that, there's no other update on where my parcel is, if there's an option to collect, or where it went and what's next.

F1 O.

If I could leave a zero, I probably would. The reason being that such a simple process turned into something completely unnecessary and stressful—especially for someone like me with ADHD and Autism.

Where do I even begin?

About a week ago on Friday, I sent some important documents via Parcel Force, only to find out later that they don’t deliver to PO Boxes. Fine, that’s their policy, I get it. But the return-to-sender process should have been straightforward, especially given that:

A) I could confirm the original address where it was being sent.
B) I had the tracking number.
C) I had two MRN numbers.
D) I had two different forms of ID, including:
1. Proof of identity
2. Proof of address

Yet, despite all this, the whole process became unnecessarily pedantic. I was asked if I had ID confirming my association with Lambeth Housing Authority—something that not even their own staff could provide. How does that even make sense?

I even suggested they open the parcel and verify the contents against photos I had taken on my phone, but of course, that was a no-go. The guy in the hi-vis vest outright said, “No, I can’t take content off a phone,” even though the content had my name, part of the document inside, and—funny enough—the exact same address and PO Box.

Then the manager comes out and says they can send it to my address, but they can’t just hand it back to me in person? So, you have no problem sending it back to the exact same address I’m standing here asking for it to be handed to—but you do have a problem handing it back to me directly? Make it make sense.

What? So apparently, I could be committing fraud or trying to steal my own documents?

It took me basically saying, “Keep it, destroy it, do whatever,” and nearly walking out of the customer service office before they finally decided to do something and hand me my letter.

None of it made any sense. If I were committing fraud or doing something malicious, I highly doubt:
1. I’d have a genuine tracking number.
2. I’d willingly provide multiple forms of ID and proof of residency.
3. I’d have called the day before and again on Tuesday, leaving my name in their system—which they eventually confirmed was there.

What annoyed me the most was how unnecessarily difficult they made the whole process. Somehow, they were fine redelivering it to my address the next day, but they weren’t willing to just hand it to me on the spot?

And on top of that, they refused to verify any of the information I provided, making me jump through hoops when it was clear the parcel was mine.

If you have a tracking number, collecting a parcel should be as simple as:
1. The recipient comes to collect the item.
2. They provide the necessary documents to prove who they are.
3. The item is handed over.

Not an entire interrogation that turns into pure stress.

It’s not their fault they don’t deliver to PO Boxes—that’s their policy. But it is their fault that they have no proper system in place for customers to collect their own items in a hassle-free way. I get the need for security measures, but this was completely over the top. And based on other reviews, I’m clearly not the only one who has had a similar experience.

Going forward, I’ll definitely think twice before using Parcel Force again.

And to make matters worse, the overall attitude from the staff was dismissive and unhelpful. Instead of working with me to resolve the issue, it felt like they were looking for reasons not to help. There was no empathy, no common sense applied—just a rigid adherence to nonsensical rules that made everything ten times harder than it needed to be. A little bit of flexibility and logical thinking could have saved everyone time and frustration.

I’m glad it was eventually resolved, but my god—a bit of common sense would’ve helped, and this wouldn’t have gone so sideways. And no, you don’t get any brownie points from me for eventually doing what should have been done in the first place. Absolute shambles.

Andrea G.

What a TERRIBLE service!!!!! How can you have such a bad service and AWFUL customer service.
Attempted delivery... where they did not leave any card or any information. The only reason that I know it is that did not receive this parcel is that so much time passed that I checked.
Then found IMPOSSIBLE to talk with an operator. Tried an online redirection and that did not happen either.
Till now have not been able to get this parcel. Adventuring in an hour and a half travel to a depot to get this 20kg parcel that imagine some lazy employer was too lazy to bring and deliver and said that an attempted delivery was done.
AWFUL AWFUL SERVICE... Shame they do not allow a ZERO!

Dominik R.

Worst delivery company ever existed.

Their website, useless and pointless.
But what's more pointless than the website?People at depo; I've order parcel from Germany. On Tuesday morning parcel was in the UK and I've rearranged delivery to depo pick up, I mean I was trying to rearrange that. Three days I was trying to pick up my parcel, but "parcel not in the UK, parcel is in Coventry, parcel just came overnight and gonna be attempted to deliver today FIRST TIME" Am showing him text messages send by parcelforce, that parcel gonna be deliver today (Wednesday, Thursday and Friday), every day messages. But guy at depo trying to make an idiot of me, like that messages I showed him just was fake. Because his freaking TRACKING ON COMPUTER was showing him, that parcel wasn't in the uk until today night.

People there are just incompetent. Everywhere are posters "we are here to help you" - NO! U are here to make idiots of your customers.

Am fully understand, why there are another posters saying, "DON'T BE RUDE TO OUR STAFF" because you know that you wasn't supposed to be in England or any other country providing your bottom level services.

Hopefully never again ! Before ordering something, now I have to ask seller what delivery company they are using to make sure, they're not working with you.

A C.

As everyone says this isn’t a delivery service. Just a scam. They say they attempt delivery. I have cameras on my property. No delivery attempt twice. No card left. Call customer service to help and th ER say they will leave a message with the driver to drop off at the local post office. Call later on and customer service say that the request hasn’t been sent through despite me giving them a reference from the previous phone call. Go in person to pick it up and everyone there has been through the same thing. Customer service at the depot has the audacity to ask what’s in this customers package and after saying it’s a wedding dress, asks for proof of marriage because they can’t release the package if they haven’t attempted delivery once despite the package being right behind her.

Actually a joke of a service. Stuff like this should be illegal. It may be a package to them but the contents are people’s lives.

I’ve also attached evidence of the letter posted through the box that they asked for with the instructions to help with my missed delivery

Shannon T.

TERRIBLE SERVICE

Seems like a common issue with this branch - Phoned the customer help line to make sure I was able to collect my parcel from the depot and asked what information I needed to bring with me, which they stated was any form of photographic ID. Following that, I booked an uber to collect the parcel, after presenting the worker with my passport, they advised me they don't accept passports. When it clearly states on their wall next to him, on their website and their customer service helpline that they accept all forms of photographic ID, including passports. However he refused to give me the parcel, I told him it took me an hour to travel top the depot and I have everything they are asking for yet he did not care and said there was nothing he could do. I have raised a formal complaint with Parcelforce for that specific depot as they have advised me that was the workers are doing there is completely wrong and against protocol. Absolute joke!

Nigel C.

One star is too many. Like many others, I watched the delivery happening twice on the tracking app and no card was left. They attempted a third delivery and I now need to go to their depot and back which is a 1h drive. This is a company seriously in need of modernisation and quality control. Look at your competitors Parcel ‘Force’ me to go to the depot.