TNT Direct Reviews 456

Dishonest unreliable and unhelpful TNT 'forgot' to pick up my delivery and after 2 days of being told it would be picked up they then said it 'should' be picked up tomorrow but we can't promise see our contract you agreed to.

TNT IF you are reading this (despite you claiming 98% customer satisfaction), there's no use hiding behind your TnC's when things go wrong, do the honorable thing own up and offer the customer you let down a fair recompense for the delay, i wasn't even asking for a full refund just 50% or a mere £8.50 wasn't unfair?
When a customer pays you in good faith for a service and you let them down, remember this has other implications, knock-on effects to them reaching far beyond 'you just not picking up the parcel for a couple of days' we are frustrated for a good reason.

And then when you say hey we are not 100% committed see the small print and i ask for my money back when i paid you instantly you say yeah you can have it back in a weeks time or so.

How do you get away with it? Hopefully enough people will complain and you will realise it's not acceptable to let people down.

So my parcel still sits here DPD have assured me they will collect tomorrow as stated.

People - really don't use TNT they don't give a FF, i did warn you.

Lies, lies and more lies. Never showed up to collect parcel and then refused to issue a refund or compensate as I bought via parcel 2 go. When TNT’s own website redirects you to a 3rd party it’s beyond underhand!

TNT used to be amazing for overnight pickup and drop off but I’d be more inclined to trust Hermes than this bunch of clowns!

First off... as others have said this is NOT TNT, this is Parcels2Go under another banner.
Although they use TNT vans, IT systems etc. the real TNT/FedEx will not assist you if you encounter a problem.
So very misleading.

When I had an issue with a parcel sent to Zambia, I had to notify P2G that the tracking had completely stopped (for 3 days)... even though TNT Direct/P2G acknowledged there was a problem, they refused to chase using a ‘telephone’, claiming they had none! instead, solely relying upon email and offering only a 1-2 day response time.
Suffice to say, gifts didn’t arrive in time for Christmas.
To top it all, the local FedEx office then tried to extort an additional ‘clearance fee’ for £27 before disclosing customs charges??
Only after further chasing & complaint, was the parcel released FoC.
Sadly, every item in the parcel had been unwrapped and the box arrived looking a right mess.

Note: it is possible that the parcel was delayed in customs, but the comms were poor...
P2G please put an easy to find link to the chat option!
Burying it in the website is incredibly frustrating/unhelpful.

For anyone else having a problem... follow links to a Lost Parcel or Claim, and the chat option soon appears...

Shocking service! Parcel returned after 12 days for no reason, it never got further than the local depot. Complained and had no reply. Queried after 8 days and was told the depot just didn't respond. Can only contact via chat who were very unhelpful and each adviser gave conflicting info. Refund VERY difficult to obtain, still waiting for this. Told they do not offer compensation although their terrible service has now cost me and arm and a leg as I've now had to post more urgently via the Post Office at more than double the cost of using an online courier. It's taken 4 hours on numerous chats to get this far.

Truly terrible service, do not use. They cost me a large amount in import fees because they do not keep any paperwork for customs. I wish I had read these reviews before choosing this service.

I shipped some products to China to be repaired by the manufacturer. When reimporting the shipment I needed very basic paperwork from TNT Direct in order to pay the correct import taxes. They said that they could not access any paperwork that they had generated to move the shipment through customs. I spoke to an advisor about this issue before hand and they assured me this was not a problem and to just go ahead and book.

There is no phone number and no official complaints procedure. Ultimately, their inability to access their own paperwork cost me a lot of money in import fees that I should not have been liable for.

TNT themselves said accessing these documents was standard practice however they do not actually run TNT Direct it is a separate company so they could not help me.

This is a truly awful service. Never use them as it may end up costing you much more than their quote due to their incompetence.

I needed an item couriered as a matter of urgency and booked the Next Day before 10am service for which I paid a premium.

It turns out that TNT cannot identify where their couriers are until they actually check in and collect the parcel. I find it astonishing in this day and age; Deliveroo and Domino’s seem to be able to work out where in the supply chain the pizza is...

Despite me checking and chasing with customer service all day, they couldn’t tell me where the courier was and (of course) they didn’t show up to collect the item as booked.

To be fair, the customer services supervisor did their best to put it right by offering a full refund but overall the service (both the courier service and the dismissive attitude of the customer services reps) has been appalling.

TL:DR - TNT cannot fully track the whereabouts of their couriers, who in this case did not show up; they cannot be trusted with your urgent or important items.

Booked a collection for a specific date which turned out to be a bank holiday in Scotland. I was told there was no chance it would be collected only when I phoned TNT to say it wasn't. The website shows misleading information when allowing you to book collections and also when stating they do "Next Day" delivery, as I was told the EDT was two days after when I contacted through live chat. Disguised as TNTdirect, Parcel2Go have no phone number and deal with customer complaints in the worst way ever. I would never use again and nobody should.

Up until recently, they had always been fairly reliable, however since November 2019 they have been an utter shambles.I'm still waiting for them to collect a parcel booked 8 days ago on a so-called "next day" service. Sheer incompetence.

And can I resolve this? Fat chance! No phone number listed on the site, no way to get help - not even a "contact us" page or a live chat pop-up...

If you value your delivery - go elsewhere. TNT Direct have now joined serial failures Hermes and DX as the very nadir of providers.

Excellent service, driver helpful, customer service was a high standard, a free number was given to me for any future contact, competitive price
I recommend this service
Bev

This company is worse I've ever used today for first time.. I arranged a collection for delivery to be picked up tomorrow from my address. I paid on my credit card ( thank goodness). I decided after 30 minutes I wish to change my mind and cancel, requesting refund. I called the number advertised on TNT Direct, an 0800 number ,but the customer service adviser said I need to go on line and speak through Live Chat through TNT direct live, as they are TNT, different from TNT direct.

So when I went on line and clicked Live chat , the person who I was communicating with said I need go Live Chat with TNT direct. I asked who are you then if you are not part company.? He said they were TNT , not TNT direct. I said I was fed up going round in circles , and they should be able to help me as their live chat was linked on TNT direct website. I also said so was their freephone number, and I am being told to contact another live chat.. What other live chat I asked ? Anyway to cut long story short , I was getting no where, as their link sent to me for a so called other Live chat DID NOT WORK. I called customer service again as had no choice. I asked speak to a manager , and the guy at first tried fob me off , saying he was training and that they are NOT TNT DIRECT. In end I threatened I'm contacting my bank to get a charge back as I've done everything possible to ask them to refund me .. I told them I have no idea who pay to go is, and at end of day I paid through a TNT website .. So I advise everyone who pays by credit card to go through chargeback to claw back money. They are a crooked company who don't care less about customers . Never again..

I have been awaiting a shipment from Africa which has cost me a considerable amount of money to get to the UK.
Last Tuesday 26/11/2019 I got an email from TNT informing me my shipment would be delivered the following day(27/11).
As I was at work that day (Wednesday) and again on the Thursday I booked a day off work on the Friday and rescheduled the delivery for that day.
At around midday on the Friday I made an enquiry to get a rough eta so I could plan my day.
I was informed my crate wasn't even in the country, it was still in Cologne awaiting import to the UK.
I asked when I might expect to see my crate and was told it was due to be in the UK over the weekend and out for delivery on Monday 02/12/2019.
So, I book another day of leave and over the weekend I keep up with my tracking and see it arrived in my local depot, Exeter.
Today, Monday 2nd of December I get an email informing me my crate is out for delivery.
Again, I wait all day at home waiting. This is not a small parcel that can be left with a neighbour, it is a large crate.
At 17:10 I enquire to see if I was definitely going to receive my delivery by 18:00 as per the email from TNT.
I am told they can do nothing until 18:00.
At the stroke of that time and still without my crate, I call TNT and am told the lorry is on it's way back to the depot and the driver has to be back by 18:10.
Now I have no idea when I am going to get my delivery. I have to wait for the depot to contact me. Even though I have waited in for two days, used up two days annual leave for nothing, I still don't know when I will get my belongings.
It is an absolute disgrace, two days wasted, two days leave wasted and still no answer or commitment from TNT who have twice failed to deliver.
This company is a joke. They are appalling and do not deliver what they say.
Will I be compensated? Will I get my delivery? No idea.

Really awful service. Would not recommend. They don’t seem to have customer support. No one ever calls back. They need to be retrained. I would suggest using DHL instead, might be more expensive, but if TNT don’t have the ability to deliver then a cheaper price is meaningless. Very dissapointed!!!

worse company ever. do not trust your parcels with them.
their customer service team is a joke, they only have robots on a chat. nothing like TNT express where you can actually speak to someone. AVOID them at all costs.

The delivery from TNT is brilliant what is not so good is the customer service. If you have an issue they want it all dealt with on line - absolutely no where is a phone number and everything on line sends you round in loops of no answer e.g. when the label printing links are down you are told to contact them so the driver can print them and bring with them - but there is no one there to sort it for you (as you have to go on line and you are left with a pile of parcels to go - all paid for - with a urgent time limit

Do not use this company if you actually want your parcel to turn up.

They lost £500's worth of classic car parts, in a 4ft by 3ft box. They are an online only company (Parcel2Go - NOT TNT as advertised), which means the only method of contacting customer support is by online chat.

I suggest you get your money and throw it in the bin, as it would save you a lot of time and hassle, and come to terms that you're never going to see your parcel.

I ordered a big tent from Amazon UK for £268.38 which arrived with parts missing so I tried to return it for a full refund. Amazon refused to transport it back due to its size so I had to find a delivery solution. TNT took the parcel with £50 cover paid but some days later it turned out to have gone missing during the process. They investigated the case but couldn't find it anywhere at their site so I've been offered the £50 cover and the £37.08 delivery fee and nothing more.

I refused it twice to make them reconsider but they insisted on their offer thinking it's fair to leave me with £181 damage!

Also, as the tent is lost/stolen, I have no chance to get my money back from Amazon either. Well done, TNT Direct!

I sent two bicycles from Italy to Cambridge. I waited all Friday and they were stopped at one hour from my home. At the end of the day, my bicycles didn't arrive. On Monday my bicycles arrived: the packages were upside down and totally broken. I paid a lot for this shipment and this is the result?!?!?!? Absurd. Never more with TNT.

They sent me the bill for custom fee which I haven’t even receive any parcel yet. Avoid them!!!

Booked a UK next day before 10am delivery. The parcel needed to be delivered the next day and in the morning so paid quite a lot extra for this timed service.
This was booked with TNTDirect, which is run by Parcel2Go.
Order Reference, TNT1549035.
Parcel was delayed at the hub and not delivered until the 2nd day.
When we contacted we were told that the next day service is not guaranteed, next day can be the next day or the following day.
No refund given. Customer service unhelpful, they said the item was delivered within 2 days which is their guaranteed NEXT DAY service?? So if you need a next day delivery or a next day timed delivery-DO NOT USE

Hello,

First issue ->

TNT Direct is not TNT -> they have just outsourced their shipping providing service for residential clients to these people over at Parcel2Go.

Now the issue started on my first claim (they stated they refuse to accept claims with flat pack furniture) -> TNT on the other hand accept the liablity and state they cover these items. TNT stated they cant do anything because its Parcel2Gos policy, fair enough for some reason flat packed furniture is not covered but they are happy to take insurance money even when on the description of each product i state FLAT PACK FURNITURE.

Although they did compensate me after me threatening them to be quite frank its not enough. Clear signs of damage in transit but they want to put more money in the bank and refuse the claim.

1. I suppiled SUFFICIENT Evidence to show the item was damaged in transit like come on.
2. They refused and stated additional evidence of (BUBBLE WRAP) was required even though it was flat pack furniture that has arrived from sweden -_- in mint condition like all other furniture i sell. (through TNT also to mention)

3. i spoke for about 40 mins on live chat i'd share transcripts of the responses (complete joke guys) these guys transferred me 3 times. Finally got through to an agent who claimed to be in the claims department and said we cant compensate its a prohibited item please refer to our prohibitied items list (household furniture)

(P.S they asked for extra evidence but then just rejected the claim after i contacted them on live chat -> WHY ASK FOR extra evidence when your not going to cover it? AKA begs the question these guys are con artists.

prnt.sc / p7clau (Little bit of this joke of a transcript)

they rejected one claim accepted another as compensation.

4. what i dont get is TNT allow it but DIRECTTNT (PARCEL2GO) mis-representation dont.

I'll be finding away to get furthur compensation in terms of false advertising and the fact they are happy to take insurance money and see its listed as a household item flat packed and refuse to refund the money when they wont even cover it in the first place?

TOTAL scam beware. -> Daylight Robbery.

sad TNT UK work with these lot knowing the bad reviews. just a joke.

AT THE END SHE STATES OH WE WILL NOT BE ACCEPTING THIS CLAIM DUE TO LACK OF PROOF OF INSIDE PACKAGING? but she told me she rejected the claim because of me sending the item as a prohibited item? They say one thing then go back say another? I just dont know how to lodge a formal complaint but im going to somehow if anyone else wants to join please do so by reporting these lot to TNT.