Complaints

This profile includes complaints for Parcel Pending's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Parcel Pending

  210 Progress Ste 100 Irvine, CA 92618-0358

  
• 

  Parcel Pending

  475 Goddard Ste 150 Irvine, CA 92618-4621

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/19/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have request multiple times to be removed from their emails. I never signed up for this in the first place. This is in violation of the do not call/do not contact policy.

  

  Business Response

  Date: 11/19/2024

  Hello ****, 
  We apologize for any inconvenience you have encountered with our service. Per your request, your account has been closed.  You should no longer be receiving any further email and/or text notifications. Thank you 

  Customer Answer

  Date: 11/19/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  **** *******
  
   
  

• Initial Complaint

  Date:10/30/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A package was delivered to parcel pending on 10/23/2024. They have informed me the machine is broken after I have searched for my package. They have not sent me a customary code for retrieving my package, but it is locked in their locker. I am on deadline with this project and they have my property without retrieving it for me.

  

  Business Response

  Date: 10/31/2024

  We tried to reach out to ***** to better assist with her concerns but was told to cancel her account and we were hung up on.  The Escalations Manager tried to reach out right after to see if he could further assist and was hung up on immediately. The only way we can resolve any issues or concerns if if we work together. This customers account has been closed per her request. 

• Initial Complaint

  Date:10/30/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 10/18 and 10/19 I received an alert my packages with tracking ******************************************************************************** had all been delivered. when i get packages, they give me a code to pick them up. they were marked as delivered. There was no way to retrieve the packages from the box. Since then, i have spoken with parcel pending, they tell me contact the post office. i contacted the post office they tell me to contact parcel pending, then finally parcel pending tells me to contact my management at my apartment complex. Everyone is saying contact everyone else. the Packages are in the box but i cannot retrieve them. The doors to the electric unit to open them will not open. I WANT MY PACKAGES. because of this company's actions i have been suspended from the site that i bought my items from. and can no longer trust getting any packages at my apartment. I keep getting the run around. I want my packages.

  

  Business Response

  Date: 10/31/2024

  Hi  ****,  We left you a detailed message as to why your packages are stuck in the locker system.  The ******************************************** WIFI is down and offline. The locker system runs off the properties internet system. The system itself is not the issue.  Its the properties internet that is down that is causing the problem. This is why the telephone and pin number did not work as the interconnection is down. We can not see any of the lockers or where the packages has been delivered too until the property fixes their internet connection.  We have already reached out to them twice with no response. Unfortunately until the property fixes the internet issue, we can not open lockers virtually. You can go to the ************** and ask them to open the lockers manually with a key. This would be your only option until the internet connection to the locker system is reinstated.  We do apologize for the inconvenience this has caused you. Thank you. 

• Initial Complaint

  Date:10/30/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have cancer and my package of medication for my illness and chemotherapy drugs were placed in the parcel pending lockers. When I attempted to open the locker, it did not open. Meaning the locker door was stuck. I reached out to parcel pending immediately where they attempted to open the locker electronically and it did not open. Its been over a week of me now contacting the company several times a day with several cases opened to get this medication. I am sick and disabled and my condition is worsening because of this and this company does not care to assist further with retrieving my package. Someone shouldve been sent out a week ago to open this locker because I am sick and disabled and need this medication and they havent. All they have done is opened cases with no resolution of someone to come in to retrieve my package from their broken and faulty lockers. If my illness gets worse, it will be this companys fault for not taking my package being stuck in this locker seriously. I hope other buildings and corporations see this and choose to not go into partnership with them. I am also disgusted with how I was treated by customer support and how there was no concern for me. Please avoid them at all cost. Horrible service and no resolution.

  

  Business Response

  Date: 11/07/2024

  We spoke to the resident.  Unfortunately the property does not want to pay the service fee to have the locker maintainenced.  Resident will reach out to the courier to file a missing package claim.  Property told resident they check the lockers for her package however, resident is unsure if they ever checked the locker or if the leasing office ever opened the lockers manually with a key and did an audit on the lockers.  

  Customer Answer

  Date: 11/08/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *** *******
  
   
  

• Initial Complaint

  Date:10/23/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Parcel Pending is continuously sending me a code for a package I have already picked up months ago. And now no ******* (including ***** ******, ****** and **** is scanning new packages into the package room so Im am not receiving new valid codes (they are still delivering them to the package roomjust not giving me a code to retrieve). I am paying my complex a fee monthly to use parcel pending and I cant even use it.

  

  Business Response

  Date: 10/24/2024

  We do apologize for any inconvenience the system issue has caused with dispersing out old codes. When IT runs a data sprint to purge out the old codes. You may have recieved an old or an already used code during this process.  I have put in a case and escalated this to our Tech Support team for review and rectification. I have also reviewed your account, marked the package that you picked up on 9/9/24 as picked up. You will no longer be receiving old codes or old notifications on this package.  Thank you! 

• Initial Complaint

  Date:10/16/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had packages in their locker. But kiosk was down and I couldnt access to the locker for weeks. I went to apartment manager and they picked up my packages from the locker. Kiosk was still down at that time and manager said they supposed to come and fix the system, but they didnt show.Since then, Im receiving email and text from this business said $3/day for keeping my packages. I already called customer service 3 times and explained the situation, but nothing solved. Im still receiving their email and text daily said they are charging me $3/day. I called them today as well. Im waiting for over one hour but nobody answer.This business always down and we cant access to the package for days.

  

  Business Response

  Date: 10/18/2024

  Hello, We reviewed your account and the first thing that we noticed is your account is suspended due to the fact there is no credit card on file to keep the account active. In order to keep the account active and in good standing a credit card must be kept on file for any daily charges that occur if packages are not picked up within three days of delivery.  There are the properties rules, they own the lockers and they set the fee schedule. Fees that have already been implemented with be reversed and we activated the account for you but unless a credit card is put on file within 30 days the account will go back into suspended mode and you will begin occurring fees again. If you have any questions on the fees that are implemented for your property please consult your leasing office for schedule of fees and details. Please let us know if you have any other questions or concerns.  Thank you!

  Customer Answer

  Date: 10/19/2024

  First, I owe nothing to this business. I dont want to use this service anymore. this business constantly shut down and I cant even access to my packages. Then try to charge me for late fee. I consider this business as scam. 
  I dont have any package in the locker. I called customer support 3 times and everyone said its an error. 3 of them said they will fix the problem but still trying to get my card info and charge me.

  i refuse to give my card info to this business.

  

  Business Response

  Date: 10/21/2024

  HI Asuka, 
  We have closed your account out per your request.  We did provide you the option of adding a credit card on file to keep your account in good standing. All residents must follow these same rules set by the property manager. If you decide that you would like to reactivate your account by putting a credit card on file, please reach out to our customer relations team and the will walk you through the activation process. Parcel Pending considers this cases resolved. Thank you! 

• Initial Complaint

  Date:09/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I moved to this complex which uses parcel pending lockers , the lockers are constantly having issues , offline or I get notifications and charges for packages that Ive already picked up they are now wanting credit card info to charge me erroneous fees I received multiple notifications about a certain package which I picked up and I called to speak to someone I couldnt understand hardly anything this person was saying only that they were waiving fees , and that I need a credit card to receive packages at my property why would u update payment so this company can charge me fees for a package Ive picked up ? No thank you seems like a scam making it impossible to get packages delivered to my address without payment on file No thank you its 3 times as hard to get money back the representative I spoke too couldnt even understand what I was saying

  

  Business Response

  Date: 09/16/2024

  Mr. ********* we do apologize for any inconvenience you have experienced with Parcel Pending locker services. We have reviewed your account, and all fees have been reversed. If you have any other concerns, please reach out to us at ************.  Thank you!

• Initial Complaint

  Date:08/24/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 7/22/24 & 7/24/24, bags of cat food and dog food totaling $95.76 were delivered to the Parcel Pending lockers at our apartment community. We have utilized Parcel Pending since late 2020 or early 2021 with no issues. Normally, we receive a text on the day of delivery and if the item is picked up withing three days, there is no extra charge aside from the annual fee. On these two occasions, we did not receive a text for either delivery. When we realized on 8/5 that we were out of pet food and discovered that the vendor had delivered the food to the Parcel Pending lockers, the rental office were able to retrieve the food from the lockers. Due to the summer heat and humidity, the food was spoiled. We started a claim with Parcel Pending on 8/5 for a refund for the spoiled pet food. On 8/7, the customer relations lead contacted us via email and advised that for this reimbursement, they needed a copy of my driver's license or renter's insurance policy and a completed W-9. My husband and I do not agree with providing this level of personal information for a refund, and especially a W-9 as neither of us performed work for Parcel Pending. When I asked how this could be resolved without providing this personal information, the customer relations lead wrote on 9/8 "Unfortunately, there is no alternative available to us." I requested to address my concerns with the company policy with her supervisor (and the date of our annual renewal) on 9/10, 9/19, and 9/20 but have had no response through today's date, 9/24. We would like a full refund for the pet food and the Parcel Pending monthly service rate as of 7/22 - current. It is my understanding that the lockers are still not working for other residents and all of our (known) packages are currently being delivered to our front door.

  

  Business Response

  Date: 08/29/2024

  Tell Hello, *******,
  My name is *********************, I am the Escalation Supervisor for the Parcel Pending Customer Relations Team. I spoke with ******, and she gave me a rundown of your case. I understand you are requesting a refund for $95.76.  To process the refund, it is policy that we must obtain a I9 form filled out to send to accounting along with the receipt that you have already provided. Quadient who is the owner of Parcel Pending, is heavily regulated due to the many contracts that are in place with our business partners. It is a requirement based on these regulations that we collect I9 form when issuing any kind of a check disbursement for reimbursement. I have reviewed your request and concern with our director, and I received the same answer that ******* provided you initially, that you must fill out an I9 form for a refund. I do apologize for any inconvenience this has caused but I must follow Quadient policy when requesting any kind of funds for reimbursement.  If you would like to send the I9 form directly to our accounting department to bypass any interactions for privacy, I have provided that email address as well below.
  Accounting email:
  ******************************
  
  Thank you, 
  *********;****** - Escalations Supervisor
  **********************************************
  ****************************************
  
  

• Initial Complaint

  Date:08/05/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I just got an email telling me my account was closed because I won't give them my credit card number. I never asked for an account and the packages they are delivering were already paid for by the sender. Quadient (parcel pending) signed me up for a service I did not request and is demanding my credit card information allowing them to charge me for the service they imposed upon me.

  

  Business Response

  Date: 08/08/2024

  We do apologize for any inconvenience this the system issue has caused. We are working diligently to rectify the issue.  Your account has been closed and any fees were refunded. Thank you. 

• Initial Complaint

  Date:08/05/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My apartment complex uses this service to distribute packages to residents. In the last 3 months every package I have reserved totaling to approximately 15 has been delayed by failure of there process.It's seems that the package is suppose to be placed in a locker Then a text with a code is suppose to be given to the resident. There is a parcel room witch seems to be intended for oversize items that the item can be placed in instead of a locker this room also requires a code to be input though the locker system to open. Every package I have received for several mouths has been placed in this room instead of a locker even when it would easily fit in a locker. And not one has been properly logged to the system so I have never naturally reserved a code.I have to actively track my package using a package tracking number and request a code from the complex manager ever single time I reserve a package a process that often takes days and is reliant on me having tracking for every package I receive witch is not always the case.This significant delay in receiving mail has often caused significant damage such as it taking over a mouth for me to get a box of fruit witch spilled and not receiving critical search and rescue equipment in time for a training. I don't know exactly how there system is suppose to get the packages in to it, weather a delivery person is suppose to log the packages witch if it is the case should be spelled out in contracts with the delivery company's. Or if there employees is suppose to log the packages but either way that work is not happening and they either have to go after there partner to make it happen or fix there internal system that does the sorting. I can accept an odd mistake but this is consistent.They need to fix this because this amount of delay amounts to mail tampering witch is a federal felony.

  

  Business Response

  Date: 08/08/2024

  We appreciate you taking the time to share your thoughts about the lockers in your community, and we understand your frustration and concerns regarding the courier errors. It can be so frustrating when they are in a hurry and make mistakes delivering packages either in the locker system or in the package rooms. Unfortunately, courier errors are out of our control. We do have a dedicated team that works with our courier partners, and we can make them aware of the errors and the effect these errors have on our residents. Package lockers offer the convenience of picking up your packages at your leisure, with the added security of safeguarding your deliveries until you retrieve them. We do apologize for the inconvenience you have encountered. If you have any questions or need further assistance, please don't hesitate to contact us at ************. Thank you. 

  Customer Answer

  Date: 08/08/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************