Strong views on topical issues
City Link - Possibly the worst courier company in the world!
19Jun2008 Filed under: Crazy Customer Service Author: JTOne of my colleagues at work was expecting a delivery from City Link which he had arranged to have delivered to our work village as he knew he wouldn’t be home. Our office has a manned reception from 8am to 5:30pm and as it happened we both didn’t leave the office until 6:30pm. When returning home he looked at the parcel tracking service to discover the message “Delivery Failed at 10:49am”. How does a courier fail to deliver to a office unit with a fully managed reception and a buzz directly into our office unit?
I have also had similar problems with City Link and think it’s time they sort there act out! I’ve had numerous deliveries going missing but two in particular come to mind which I’ll quickly share with you.
City Link Delivery No. 1:One of my clients ordered some promotional literature which we were printing. Unfortunately, the client was unable to pick the literature up in time before the conference they were attending. Therefore, as a business with good customer service I arranged the literature to be delivered to the conference via City Link for a pre 9am delivery. To my horror City Link didn’t deliver the parcel until 5pm after the conference had finished although I paid for this special pre 9am service. Therefore my client went through out the entire conference without leaflets and business cards. So what did City Link do to compensate my client you might ask? Absolutely nothing!!
City Link Delivery No. 2: We were dispatching a set of flyers to one of our client’s which hadn’t arrived on the day expected. After checking their online tracking system I discovered the parcel apparently had been delivered. To cut a long story short, we discovered the flyers had been delivered to the wrong address and to the wrong company. City Link’s reaction was the most interesting I’ve ever experienced, they said because the flyers had been signed for they were considered delivered and out of their control. After much arguing and slagging off a dozen City Link employees they reluctantly recollected the flyers. As a result my client refused to pay for the flyers as the whole job was delivered a week late. To make matters worse, again City Link refused to accept the mistake and nothing was offered to myself or my client; not even an apology.
After some investigation and conversations we have discovered numerous businesses in the region have been experiencing similar problems. As a result our business has been moved to FedEx and TNT which seems to be working very well.
JT’s Judgement: “City Link are incompetence idiots who fail to deliver every time which is bad considering they are a courier company!”
I’d be interested in hearing from anyone having similar problems. Lets see if we can get the message through!
24 Responses to “City Link - Possibly the worst courier company in the world!”
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About JT
JT is an entrepreneur from Newcastle upon Tyne, UK who is keen to voice his opinions about things that upset him on a daily basis during the process of running his businesses. If you’re looking for someone to discuss and host debate about topical issues that are annoying you please feel free to get in touch and propose a topic for the blog.
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Gavin
June 19th, 2008 at 8:47 pm
I’ve not had any good experience with them either. I have mostly used DHL, Fedex and UPS throughout my time using couriers but CityLink took the absolute biscuit one day.
They managed to deliver 11 out of 12 parcels as they forgot to load one on to the van. They were in the SAME consignment, so how the hell they managed it I’ve got no idea.
Richard
June 19th, 2008 at 9:06 pm
What can I say? Would it be fair for me to cast judgement on such matters?
You’re damn bloody right it would because I was the idiot left waiting for the parcel they failed inconceivably to deliver as Justin mentioned above. I could leave it there but I’m not going to. Have I got a chip on my shoulder? Abso-frickin-lutely!
The first painfully humiliating experience I had with CityLink went like this:
I ordered some goods from an online store. It was my first order from them so they said it would have to be delivered to my home address. So I arrange especially to work from home that day to wait in for the ominously vague delivery time estimates of anywhere between 8am and 6.30pm - fabulous! Guess what? 6.30 comes around like a bad smell and so - already slightly infuriated - I go and take a look around the house to check that they haven’t miraculously managed to ninja their crappy little note through my front letterbox without me hearing. (I didn’t play any music all day long so I could hear them - I love music and this was additional sacrifice). Nothing. A few profanities popped into my mind as I started stomping through my house to my kitchen at the back of the house. On my way there, in the corner of my eye I could see a little white slip laying damply stuck to the ground in my back yard. You can imagine right?
Nobody in their right mind would even think about delivering to my back door. It’s in a private yard and there’s no god damn letterbox! The postman doesn’t use it. My friends don’t use it. The neighbours don’t use it. The bloody cat doesn’t even use it so why should CityLink? They are a bunch of morons - that’s why.
I now have the pleasure of trying to re-arrange another delivery time with them. I’m wetting my pants with anticipation.
admin
June 23rd, 2008 at 8:22 pm
I’m pleased to hear that I’m not the only one having problems with City Link. As I mentioned in the original blog post there are too many stories with City Link to mention but good to see others sharing their experiences.
James May
June 25th, 2008 at 2:53 pm
I used TNT and they always delivered on time. Good rant though. CityLink do have a bad reputation.
May I suggest BT as the next topic!
JT
June 25th, 2008 at 6:59 pm
Touch wood we’ve not had anymore problems since switching to TNT so long may that service continue. I’ll make sure BT get put to the top of the list as one of the next topics.
Unknown
February 23rd, 2009 at 9:45 pm
get a life i have worked for city link for 10 years and the service is no way near as bad as you make out ,i know mistakes do happen we delivery up to 15,000 parcels a week and we avarange at 99.5 % so not all bad service is one of the best out there at the moment ,again jt get a life
JT
February 25th, 2009 at 5:22 pm
I’ve obviously touched a nerve! Clearly you can’t take on board the comments made as your out numbered 4 to 1. City Link are rubbish by a majority vote!
City Stink
March 5th, 2009 at 10:23 pm
Indeed, sorry for you poor souls who work for City Link and are trying to defend their tattered reputation but I echo the comments of these complainers. I now purposely do not order from companies that use City Link. They are without doubt the most incompetent courier company that I have ever had the misfortune to deal with. My experience of staying in many times and listening for the door bell, only to find their infamous calling card later, checking my doorbell, yes its functional, scratching my head, rearranging the order and repeating the process the next day. Do we have to physically stand by the front door all day to catch these elusive drivers who obviously have sensitive fingers, that do not touch door bells. My theory is they get paid per trip, so do this deliverately. I can think of no other reason that someone who has the technical ability to drive a van can’t ring a frickin doorbell. And don’t get me started on their surley customer services team. Very poor
JT
March 5th, 2009 at 10:27 pm
Great to put some more weight behind my argument! I can’t believe a City Link employee has the nerve to question the feedback of customers. I’m a business owner and would want to find out why so many people are upset. Thanks for the post and with more support we might make them listen.
Ben
March 13th, 2009 at 10:46 am
I’m another REALLY dissatisfied customer. I’ve been trying to get some work shoes delivered from Grenson. City Link said they left two cards at my address and I swear, no cards were left (I checked with all my neighbours). I phoned City Link and then e-mailed them written authorisation to leave shoes with a neighbour, they agreed, didn’t seem to have bothered trying to redeliver and returned the shoes to Grenson! Grenson have now sent these shoes out again and have tried themselves to authorise City Link to leave them with a neighbour if I’m not in… I’m not holding my breath! thing is, I’ve had shoes delivered loads of times from other suppliers using other couriers (UPS, DHL etc) without hassle so it’s not like I’m ‘undeliverable to’ or ‘a difficult customer’ or ‘always out when I say I’m in’… It just seems to me like City Link do the absolute bare minimum compared to other couriers AND I reckon they probably have some dodgy delivery van drivers who dont think they need to ring bells/leave cards…
Madmum71
March 25th, 2009 at 12:29 pm
Thank you I’m not alone, I am sat at home waiting for Citylink again!, they say they tried yesterday to deliver a parcel but no card has been left, there is a large note on my door saying a parcel can be left with a neighbour and speciying the neighbours door numbers, ever other courier firm or the post man read it and oblige but City link couriers can’t read and often can’t find us.( and I’m in London) so think of me I may still be here tomorrow . CIty link do this every time they have a parcel and they don’t deliver parcels they just say they try, but it’s citylink that’s trying!
mick
April 2nd, 2009 at 4:42 pm
I just got an email from eBuyer saying there had been an attempt to deliver to my house. Same as the other folk here. No card was left though. They are liars. They have done this before. I have waited in all day for this shower to do their job, and they failed yet again. I have told eBuyer I will not order from them again unless they can guarantee Citylink will not be the courier. Gawd I am incensed!
JT
April 4th, 2009 at 10:00 pm
This seems to be a common theme with City Link Couriers! It’s clear that the drivers aren’t even attempting to deliver. I would like City Link to step up and give some form of formal explanation as to the poor service they are giving.
Fred
May 6th, 2009 at 3:38 pm
Amazon have started to use them now. Everyone I know who’s used them call them “Shitty Link”.
http://ut2004.titaninternet.co.uk/forums/showthread.php?t=17942
I didn’t know this. I’ll have to boycott Amazon.
yin
May 8th, 2009 at 10:59 am
I couldn’t agree more with CityLink being positively Gash when it comes to delivering the goods.
First failed attempt when the idiot who apparently has a driver license but could not distinguish the difference between 4 & 4A so parcel was carded to my neighbour.
So I just tried to call, the website said to call a number to be directed to my local depot so I did….. After 15 minutes of holding I get “oh sorry you’ve come through to the wrong depot”. WTF?!? So when I heard that the call was swiftly ended.
Then when I finally get through to my local depot there is no option to actually speak to someone no that is to obvious, you can only select the options to arrange to re-deliver or to return the items to the sender (at this point that option is very tempting)
But you can arrange for a customer service callback that will be either today OR tomorrow….
So now I’m just waiting to calm down before I try again.
And I’ve ran out of cigarettes! This stress with no cigarettes is not good and I can’t even go and buy some more in case the muppet turns up whilst I’m out.
JT
May 15th, 2009 at 2:42 pm
I didn’t realise Amazon were starting to use City Link. I’ve always seen Amazon as a company looking to deliver great customer service. How can they possibly deliver good customer service when using City Link?
Kuldip
June 4th, 2009 at 10:43 pm
Ive had problems with both DHL and Citylink who cant deliver items to correct addresses, even when its clearly labelled. DHL delivered my parcel to the wrong address, I had to go to the address they delivered it to and luckily retrieved the item, even though it was clearly addressed. Citylink firstly delivered the item to the wrong address and then gave a card promising delivery the next day, they didnt even turn up. I think both firms need to check the eye sights of their drivers, its obvious they cant read!!! They are both incompetent firms and would advise people to never use them if they want their goods to be delivered to the correct address dont trust these firms. If you thought Royal Mail was bad these cowboys are even worse.
Luke
June 16th, 2009 at 3:09 pm
Shitty Link yet again talk about making you wait, 2-3 working days! My arse, more like 2-3 bastard weeks. ADVICE dont buy anything that uses Shitty link. And dont sit aroud at home for them to come cuz they wont! You’ll just be wasting ur time.
Chris
July 7th, 2009 at 1:26 pm
I dread it when I see shity link pop up under courrier when ordering online. I ordered 3 books from amazon and the courrier is yup Shitty Link. I checked the tracking number on their site and it says its been delivered and signed by a Mayfield, well. As far as I know I’m not called Mayfield and no one on my street is. What are they playing at? Previously I bought a DVD box set from amazon (the only place they had it in stock) and they said “We have tried to deliver it twice and left cards” to which I replied “Like hell you did” anyway after a short discussion I arranged for a delivery. Guess what thats right it didn’t turn up so I rang again and actually got through to someone who then just left me on hold. So I rang again and managed to get them to deliver it on a Sat without charging me… Shitty Link are an utter shambles. So what are the chances of seeing my books ZERO. What annoys me even more is Amazon sent one of the books Royal Mail and I got that Yesterday. I’m currently preparing myself to ring them. Wish me Luck!
Carol McC
July 24th, 2009 at 10:50 pm
I am going to stop ordering from companies who use City Link as their courier if everyone does this and advises the company concerned then perhaps something will be done. They are the worst courier service I have had the misfortune to be subjected to.
Mark
August 2nd, 2009 at 12:07 am
I can totally sympathise with this. I use Amazon a lot and dread those little words on my delivery confirmation email “C*** L***”!
The problems I’ve had of late have probably been even worse and Amazon customer services have done little to help me.
My last 5 “one day” consequitive deliveries by CL have all taken 3 days and during this the web site says it’s out on delivery for the first day and never changes. So they keep you in waiting for as long as possible.
If I total up the no. of failed deliveries this year alone it’s well into the double figures. And it’s not just deliveries to my house but to other parts of the country as well.
One thing I still can’t make my mind up about if whether it’s Amazon cocking up or just CL. e.g. my last 3 labels (I started keeping them now - how sad is that) all say they were picked 2 days after Amazon told me they were? Also, they have the word REROUT on them which I’m told means rerouted but I don’t know how significant that is. Makes you imagine they don’t know where the hell it’s going!
Generally, I’m pleased with Amazon and use them a lot. One day Royal Mail always arrives on time. But when it comes to this I just can’t get any sense out of anyone and no one is doing anything specfically to address it apparently despite the numerous emails I’ve sent them.
What really gets me is the canned responses I get. Full of corporate platitudes. Amazon treats this very seriously and is does their best to ensure the customers is satisified blah blah. But when I ask them what are they doing specifically about my case - after all the excuses and corporate bull - nothing it would appear!
Funnily I wouldn’t rate CL the worst ever. That prize for me goes to Amtrak if they’re still in business but that’s another story.
Sorry rant over. Bangs head on desk repeatedly…
Albino
November 17th, 2009 at 2:02 pm
Hmmmm. I buy quite a few online things from Amazon. Aside from the purchases off amazon I have dealt with UPS and DHL on numerous occasions. Only fault to those 2 companies are as someone else mentioned (and like lots of couriers) “might be delivered sometime between 8am - 6pm approx”.
Had my first delivery experience of Citylink today. Or should I say lack of.
Expected guaranteed delivery of an HD ready TV, Nice little 19 inch LCD thing. Some wires I needed ordered at same time arrived via Royal Mail. Fine.
TV’s bigger. Must be coming by courier I think. Check amazon and it states delivery arrived at 9.20. Check on Citylinks page and same story.
2 things. Amazon states its delivered simply to a town name which is about 5 miles away. Citylink tracking states simply its been signed for by someone called Harris.
My surname is not and is nothing like Harris. The town is 5 miles away. Citylink had no record of this other town but definately the Harris. WTF????
(A) Major mistake by Citylink in getting totally wrong address? HOW?
(B) Obviously someone dodgy called Harris who said. “Yeah, he lives here, lets see whats for christmas”.
Perhaps that or a dodgy local Citylink driver giving things to mates?
Citylink with all due respect stated they’d call me back and did so within 10 mins. No explanation given other than drivers going back to the house he went to to see if its there. AGAIN. WTF!!!!!!! even though they re-iterated it wasn’t that town.
Aparently the call centre told me he should be here in the next hour. Crossed fingers.
HUGE mistakes. Dont think any of my Amazon deliveries have come via Citylink before. I could be wrong.
Perhaps Amazon are cutting costs in the UK on this Citylink. Could be a big mistake on their part. Just done a google on Citylink problems which has brought to light a worrying number of complaints about them and hence led me to rant here. Lol
Albino
Albino
November 17th, 2009 at 2:36 pm
Further to my post just there. Citylink turned up. Opened door. There sat in the porch (Outside front door is a large Amazon box). Seems it was delivered. No-one knocked, rung the bell or left a slip. It was signed for by a Harris (Presumably the delivery drivers name). If Callcentre had told me this I could have grabbed it straight away without the driver coming back.
BUT
This is besides the point. I didn’t wake until a stupidly late time but my father who lives here too has been up since 7.30 AM, package was supposedly delivered at 9.20. My father has been downstairs and the bell had not rung, nor the door knocked and no slips. Very poor service that (as someone else stated) SHITTYlink leave an HD TV in the corner of their porch where anyone walking by could pick it up. With no attempt at getting someone to come to the door to sign for it.
Paul
Mr Kaye
December 24th, 2009 at 5:51 pm
City Link have just ruined our Christmas saying they will not be delivering our presents on time but now on tuesday the 29th of December because of adverse weather.
Our presents are sitting in their depot 25 minutes from our house. If they had contacted us yesterday or even this morning we could have gone and collected them but they didn’t even do this. I leave the country on the 27th back for my work in indonesia so I won’t even be here to receive the gifts and wrap them.
Shame on City Link - they have ruined Christmas.