Complaints

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

close

Find a Location

Parcel Pending has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:07/26/2024

  Type:Billing 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.

  Moved 5 months ago and unable to delete my parcel pending account. I keep receiving locker notifications with a fee if I dont pick it up within several days although not expecting a package. After finding a time that the complex office is open and driving an hour to pick the package up at ***********************, the locker is empty. Ive attempted to remove my credit card (no option), **** as moved online (told to contact complex office-no answer), switch to deactivate (fake toggle button that doesnt work). Please delete account-I no longer want your service or access to my credit card.

  

  Business Response

  Date: 07/29/2024

  Hello ********, I apologize for any issues that you have experienced.  I have requested that a member of management reach out to you directly to assist in resolving this issue today.  If you need anything in the future please reach me at ************************** or ************.  Regards, *************************;

• Initial Complaint

  Date:07/25/2024

  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.

  There is an error in their system. They "delivered" a package to a locker but when I accessed it the locker was empty. This package along with other packages that have been delivered to these lockers have been lost. Not only do I not have these packages and am out the cost of them, they are also charging me a daily fee for not picking up a package that isn't there. They have not responded to my or my complexes emails

  

  Business Response

  Date: 07/29/2024

  Hello ****, I apologize for any inconvenience. I am having a member of management reach out to you today to resolve your issue.  If you need any assistance at all please reach out to me directly at ************************** or ************.   Thank you, ************;

• Initial Complaint

  Date:05/19/2024

  Type:Billing 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 live at the Promenade at *************** and rely on Parcel Pending to receive packages, including medication. I transferred units within the Promenade and my account with ********************** has been deactivated multiple times. This has taken a considerable amount of my time and I'm not able to receive important packages. Friday, 5/10/24 - move into new apartment Saturday, 5/11/24 - 1st PP deactivation ? PP re-activated account (12 minutes to resolve) Stated the reason for deactivation was because my cc was no longer on file. Wednesday, 5/15/24 - 2nd PP deactivation ? PP reactivated the account (43 minutes to resolve) PP stated it was an issue that the *** needed to address ? Case ******* Friday, 5/17/24 - 3rd PP deactivation ? Sent email to PP in response to initial case to let them know my account was deactivated again ? Called PP to reactivate account (11 minutes to resolve) Stated a fee needed to be paid for registration, then stated a fee is not required for the Promenade and stated it was because original account was still open. Saturday, 5/18/24 - 4th PP deactivation ? ********* in the *** office spoke with PP on the phone with me there (16 minutes). Case ******** was opened by ****. He stated that my account was deactivated because my original account was still open. He assured me the issue was resolved. Sunday, 5/19/24 - 5th PP deactivation ? ***** at PP stated my original account was still active. Assured me that a case was opened and I would hear back from the Technical Support team in ***** hours. (19 minutes to resolve) Stated she reopened case ******* for the Technical Support team.? Sent timeline to PP Help Form and requested the issue be escalated Ccase ********

  

  Business Response

  Date: 05/22/2024

  Thank you for taking the time to share your experience with us. We sincerely apologize for the inconvenience you have encountered with the our service. We understand that timely and secure delivery is crucial, and we deeply regret that your expectations have not been met. We spoke to ************** and the issue has now been resolved.  

• Initial Complaint

  Date:05/07/2024

  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.

  Parcel Lockers system at ************ apartments has been down for weeks.

  

  Business Response

  Date: 05/10/2024

  Thank you for taking the time to share your experience with us. We sincerely apologize for the inconvenience you have encountered with the locker system. We understand that timely and secure delivery is crucial, and we deeply regret that your expectations have not been met. We have opened a case regarding the system down issue, and it's been escalated top Field Services.  A tech will be on site to fix the issue. We have reviewed your account and there are no fees charged to your account at this time. In the meantime, if you receive a package notification, please have the leasing office assist you with opening the locker manually until the issue has been resolved. Thank you for your patience.

• Initial Complaint

  Date:04/23/2024

  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.

  For over two weeks Parcel Pending has had issues. On 4/12/2024 it went down at my apartment complex. They took the packages out but never reset the codes. For over two weeks I kept receiving a code reminder to pick up a package that I had already retrieved. Recently I had a package from Makesy delivered to my complex on 4/19/2024; however someone else picked up my package based off of old codes. I have contacted PP but I have yet to have any results. The apartment complex stated they have contacted PP but no results. I have contacted PP several times . They have only sent ONE email to the person. No one seem to take this as important even though this is the results of their error. I would like someone to be proactive in contacting the person who has my package.

  

  Business Response

  Date: 05/03/2024

  ****************, thank you for taking the time to share your experience with us. We sincerely apologize for the inconvenience you have encountered with the courier mis-delivering your package.  We understand that timely and secure delivery is crucial, and we deeply regret that your expectations have not been met. I see on your account that you have been in touch with ********* on the Parcel Pending team and your package was returned to you by the leasing office. It looks like your package was turned into the leasing office by another resident. If you have any questions or need assistance in the future, please reach out to our customer care team at ************ for further assistance. Thank you!

• Initial Complaint

  Date:04/09/2024

  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.

  Parcel Pending keeps billing me for packages I have already picked up. On my latest package, they claimed that they sent me 3 notifications regarding this package. 2 on the day it was delivered and one again 3 days later. This is false. I received 1 notification the day it arrived and I picked the package up. I believe they are creating false information in order to collect fees from customers. I work and live at the same property, so I ALWAYS pick ** my packages in a timely manner. I have been on hold for customer service for over 30 minutes TWICE. They have no support for customers.

  

  Business Response

  Date: 04/12/2024

  **************, Thank you for taking the time to share your experience with us. We sincerely apologize for the inconvenience you have encountered with our service. We understand that timely and secure delivery is crucial, and we deeply regret that your expectations have not been met. I have reviewed your account and I ensured all packages have been marked picked up through 4/11/24.  I do see that you had a package delivered today 4/12/24 that has yet to be picked up.  I also ensured all fees were refunded/voided. If you have any further questions please reach out to me directly. If you have any other questions regarding your account, please reach out to our customer support team at ************ for assistance. Thank you,
  ********************* - Escalations Supervisor - Parcel Pending ************* -  *********************

• Initial Complaint

  Date:03/16/2024

  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.

  Parcel lockers go offline with no timeline of when it will be fixed or what's causing the issue. We have time sensitive medical supplies items delivered but are held hostage in the lockers because they cannot be bothered to run their systems correctly.

  

  Business Response

  Date: 03/20/2024

  Thank you for taking the time to share your experience with us. We sincerely apologize for the inconvenience you have encountered with the locker system at your property. We understand that timely and secure delivery is crucial, and we deeply regret that your expectations have not been met. The locker system maybe down at your location due to a WIFI error at the property. If you are unable to retrieve your package entering your telephone number and pin, please visit the leasing office on site and they can open the locker system manually with a key.  Please reach out to our customer support team at ************ for additional assistance if you have not been able to retrieve your package with the leasing office. Thank you.

• Initial Complaint

  Date:03/08/2024

  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.

  3-7-24 lockers are offline unable to retrieve packages, delaying me or hindering me from my mail is a crime, parcel pending your a preditory company trying to profit off mail services that dont need a middle man like your company fix the locker, i called and was told nothing but excuses for your proprietary predatory software that fails again, give me my packages.

  

  Business Response

  Date: 03/15/2024

  Thank you for taking the time to share your experience with us. We sincerely apologize for the inconvenience you have encountered with the locker system at your property. We understand that timely and secure delivery is crucial, and we deeply regret that your expectations have not been met. The locker system maybe down at your location due to a WIFI error at the property. If you are unable to retrieve your package entering your code, please visit the leasing office on site and they can open the locker system manually with a key.  Please reach out to our customer support team at ************ for additional assistance if you have not been able to retrieve your package with the leasing office. Thank you. 

• Initial Complaint

  Date:01/11/2024

  Type:Order 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 serve as a property manager for a business and have already paid Parcel Pending for their services. Regrettably, I've reached out five times requesting their assistance to finalize pending work that remains incomplete. I urgently request someone from within the company to contact me promptly and expedite this matter without incurring any additional costs. It's disheartening that as customers, we need to make repeated attempts for them to fulfill their responsibilities! Due to their delay, packages have been stolen or misplaced, situations that could have been prevented had they responded and scheduled accordingly.

  

  Business Response

  Date: 01/12/2024

  Launch Project Manager, *************************** (AJ) reached out to Property Manager, ******************************* that there will be a tech on site on1/11/23. Tech has parts and is on site at this time. ** reviewed property managers concerns regarding communication with Tech Support Team. ** will contact property manager regarding credits.  ** will stay the main point of contact with the Property Manager, ********************************  We apologize for any inconvenience this property has encountered with our installation and service. 

  Customer Answer

  Date: 01/13/2024

  
  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:12/17/2023

  Type:Billing 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 was forced to pay $25.00 set up fee at ************************** and am charged $5.00 per month for a service I refused and did not want. I did not consent to use this service. It is a scam. I have a front porch, a garage and federal **** mailbox with storage lockers. It is the holidays and out of more than 20 package deliveries, 4 were placed inside this Parcel Pending fraud in conjunction with the owners of these townhouses. I have had packages returned to sender. The **** told me they do not use this company. Fed ex, *** and the **** all deliver to my door or mail box. I just read that my personal information and authorization to terms was set up by the con between the ************** and this company as a way to scam and steal residents. Interesting fact, this company wants me to pay a $15.00 fee to contact ****, Fed Ex and *** to direct my mail and services to this Parcel Pending company. I refuse to do this.

  

  Business Response

  Date: 12/18/2023

  We do apologize for any inconvenience you have experienced with our service. We have refunded all fees. Your account has been closed and moved out. Since your name is no longer affiliated with Parcel Pending, all packages will be delivered directly to you by the courier. Thank you!  This issue with this case has now been resolved.