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:02/06/2023

  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.

  I've had a package stuck in a locker for 2 weeks. I tried the code to access my package 5 times, I tried calling and having them unlock it remotely, and nothing will work because of how the carrier jammed it in there. My management tells me one story, and Parcel Pending another. The parcel is for my business, and they refuse to send a key. This is a common problem, and they want to keep telling me they're sending emails, and calling my complex for approval; but, "aren't getting the management to respond and pay for the key". I want something done, and to cancel my contract. 2 weeks is long enough for something. Why doesn't *** have a key? Or ***** for these situations? I will be forced to take drastic action. I have sent numerous emails, called, gone to my management office, and nothing is being done. I'm being charged monthly for a service holding my property hostage.

  

  Business Response

  Date: 02/10/2023

  We had worked with the customer and both ******* and ******* reached out to her. We have received confirmation from the property that they already had a key on site and that they had already removed the package from the locker for the resident.
  An additional key has been sent to the property as a courtesy.  ******* has also been in communication with the customer to ensure she has received her package.
  
  

• Initial Complaint

  Date:01/24/2023

  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.

  This has been an ongoing problem with Parcel Pending for 10 months now. I do not want their services, and have told them to remove me from their database, but they refuse to. I am a disabled veteran, and request that all packages be delivered to my door, and not to a locked drop box at the front of the complex. Parcel Pending refuses to accommodate my request for my disabilties, as well as refuses to remove my information from their systems, to include all registries. This causes my packages to get sent back to the sender, which then costs me time and money. I have tried to rectify this with Parcel Pending at least 3 times now, to no avail. They still have my name and information showing up in their registries, allowing delivery drivers to misdeliver my packages.

  

  Business Response

  Date: 02/01/2023

  We spoke with the customer and let her know that this is an ongoing courier issue on why her packages are not delivered to her door. Her information has been deactivated from our data base. Parcel Pending considers this issue resolved.
  

  Customer Answer

  Date: 02/01/2023

  
  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:12/11/2022

  Type:Product 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.

  Parcel Pending charged me $25 in fees for failing to pick up my packages from the package room in my building. I contacted Parcel Pending and informed them that when I checked, the package room in my building was being painted. As a result, I was unable to pick up my packages. I requested a refund for their erroneous fees. They refused, telling me I should have signaled that I was on vacation in my profile. I explained that I was NOT on vacation, I simply wasn't able to access the package room due to no fault of my own. I explained that I felt it was predatory to charge me a fee for not doing something I was literally unable to do due to the fact that I discerned that the package room was inaccessible. I again requested a refund. They ignored me. I disputed the bill with my credit card company but was only able to do so for $10. I've yet to receive a refund or an apology from Parcel Pending. And now, I fear there might be some negative impact to my pristine credit history as I have never, ever disputed a bill. This is extremely upsetting. I tried my best to resolve this dispute with Parcel Pending. Their unwillingness and or inability to be reasonable means that I now run the risk of a) not getting the erroneous fees refunded and b) negatively affecting my credit history.That is unacceptable. It's not right for companies to treat longstanding customers in such a predatory fashion. I want my money back. I want an apology. And I also want reassurance that this will never happen again.

  

  Business Response

  Date: 12/14/2022

  We called and left a detailed message for the customer apologizing for any inconvenience they encountered from the customer service representative.  We have reversed $50 in fees for November and December.  Representative will be coached on the case. There will be no reporting to the credit bureaus as we do not report late fees unless it becomes a collection matter. We have now resolved the issue with the customer.

  Customer Answer

  Date: 12/14/2022

  
  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:12/06/2022

  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.

  They are trying to charge me storage fees for a package that they opened themselves for me my son to get out. They opened it because there locker wouldn't open to the code provided. Since they opened the locker, they claim my package is still there and tried to get me to update my credit card information for storage fees. Not only had my package been picked up with there knowledge, after I wouldn't pay fees for something not there they cancelled my account. Both my son and I have tried to email them call them and the will not respond to anything or give any explanation.

  

  Business Response

  Date: 12/07/2022

  We spoke with ************************, resolved concerns. Fee has been waived and account is active.  Will escalate repair concerns on lockers at property.  Waived Future Fees, Concern has been resolved.
  

• Initial Complaint

  Date:12/04/2022

  Type:Product 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 moved into an apartment building that uses Parcel Pending for package deliveries & this service is a joke: Parcel Pending's Customer Support is non-existent!Many couriers deliver packages without sending a code so my packages are stuck inside a locked room. I've contacted all couriers about this issue, but it still happens. Parcel Pending says you can call their support #: ************ to receive a code if your package is stuck inside. I've called multiple times, waited on hold for 45+ minutes MULTIPLE times, tried using their "call-back" feature MULTIPLE timesI've never spoken with a live person. EVER.My best bet is to wait outside the package room for a fellow resident to pick up their package, explain my situation, & then grab my package(s).I also noticed certain codes were not available on my online account so I emailed Customer Support on 07/14/22. Never heard back. I followed up again on 08/17/22. No response. Never heard back from anyone. I contacted my apartment's management office & asked them to submit my complaint on my behalf on 08/26/22. I don't know if Parcel Pending reviewed their complaint or realized the defect on their own, but the issue was resolved sometime in September 2022.Still haven't heard back.It's ludicrous Parcel Pending is allowed to operate a customer-facing business without a functioning **************************** Their automated phone ***************** say they are experiencing higher than usual demand, but it's been 6 months since I first started to contact ********* has not gotten any better. I don't even get a follow-up call the next day or an email several weeks later. I just never get in touch with ANYONE. EVER.I've paid $30 for an annual subscription on the basis they have a **************************** which is obviously NOT true. Why make customers pay $30 when the same experience of searching for packages & contacting couriers is FREE??? Same exact hassle without being down $30 per year.Please refund me.

  

  Business Response

  Date: 12/06/2022

  Hi *****, We do apologize for the frustration you have experienced with reaching Parcel Pending customer service. I know the call volume has been high for quite some time and especially busy during the Holiday season. We thank you for your patience.  We have submitted a credit of $30 back to the card on file for the inconvenience and you can still utilize Parcel Pending services. Please allow 7 to 10 business days to see the credit appear on your card as a credit. We would recommend calling in the early morning or later evening for a less busier hold time.  We are open from 4am -9pm PST. Thank you!

  Customer Answer

  Date: 12/06/2022

  
  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:11/28/2022

  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.

  Our apartment complex, ********* in ********, **, has a Parcel Pending package room. For the past two months, packages have not been checked in and residents have not received access codes required to pick up their packages from the room. Parcel Pending does not answer their phone when I call on numerous occasions to request an access code needed to pick up the packages that I own. 12 days ago I requested a response via email from their website and have not heard anything. This utter lack of communication with residents has resulted in a pile of packages that people have to dig through in order to find their things, which in and of itself feels like a privacy violation. Parcel Pending needs to make things right by ensuring that packages are scanned in and residents receive access codes, and also by answering their phones. If they cannot manage their business accordingly, residents should have the ability to opt out of the service and have packages delivered directly to their door.

  

  Business Response

  Date: 12/06/2022

  On 12/6 this case was escalated immediately to our technical team. There has been consistent internal troubleshooting taking place since. The issue has not been resolved yet, but is actively being monitored by the technical team.
  
  If you have an urgent question or need, please reach out to the Customer Success team at **************************************** or **************, available Monday through Friday from 9 am EST to 8 pm EST.
  why here...

• Initial Complaint

  Date:11/26/2022

  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.

  Attached is an email I wrote to the business ***************************** on 11/26/2022 after waiting to speak to someone for one and a half hours and eventually hanging up due to no one answering: Hello, We have been having issues with your locker system for 4 days now. I spoke with a representative on Tuesday, November 22nd, 2022 and was provided with a ticket number (Case#*******) I still have not heard back from anyone and there is still no resolution. I have been on hold for 1 hr as I am writing this email. Our residents and your customers are becoming more and more upset that they are being billed for packages that have already been picked up. Your system is saying there are no lockers available, but when I open the lockers manually many of them are empty.Please send a technician as soon as possible. The issues with your locker system are causing our residents and staff large amounts of distress. I would like an update on this issue as soon as possible. ***************************** | ******************* Manager ************************** | *******************************************************

  

  Business Response

  Date: 12/01/2022

  On 11/28, this case was escalated immediately our technical team. There has been consistent communication with the customer and active internal troubleshooting taking place since 11/28. The issue has not been resolved yet, but is actively being monitored by the technical team.
  
  If you have an urgent question or need, please reach out to the Customer Success team at **************************************** or **************, available Monday through Friday from 9 am EST to 8 pm EST.
  why here...

• Initial Complaint

  Date:11/16/2022

  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.

  Since July of 2022 we have been having issues with our lockers not opening/closing for residents and drivers. One of the power blocks for the lockers went bad also and had to submit a ticket to have someone come out to see what the problem was. On September 8th, 2022 we had a technician come out and was told they would have to order parts and have them delivered to our property and to contact once received. It is now November 16th, ********************************************************************************* their e-mail to have as a point of contact, I still have not heard back and have been trying to call the customer service line for multi-family properties and keep getting a voicemail. I would like for someone to contact me and resolve this issue ASAP.

  

  Business Response

  Date: 12/01/2022

  This issue was escalated to our technical team. On 11/28, ********************* was contacted at the property. Active troubleshooting has occurred daily with the onsite contact. The issue has not been resolved yet, but is actively being monitored by the technical team.
  
  If you have an urgent question or need, please reach out to the Customer Success team at **************************************** or **************, available Monday through Friday from 9 am EST to 8 pm EST.
  

• Initial Complaint

  Date:11/11/2022

  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.

  So this is the laziest most rediculous delivery I have ever seen in my life. So they decide to shove packages into a locker without a door???? When I got home of course they werent there. What kind of joke is this seriously

  

  Business Response

  Date: 11/13/2022

  We spoke with the customer, and we referred the customer to the courier who is responsible for this negligence of delivery two packages to a locker that does not have a door.  The locker door has an open case for repair. There were plenty of other lockers for the courier to deliver the packages into properly. This issue has been resolved between Parcel Pending and the Customer.  The Customer has filed a claim with the courier for reimbursement and resolution. 
  

• Initial Complaint

  Date:09/20/2022

  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.

  As of September 14, 2022 the ParcelPending lockers at our apartment complex- Echelon High Point (aka *****************************)- have been inaccessible. ParcelPending has been repeatedly contacted by our apartment's management staff, and I have personally called once on September 14, 2022 as well as sending online contacts through the ParcelPending site on September 15 and via the Quadient site on September 20. Our locker system has been down for nearly a week with no resolution in person or via remote service by ParcelPending. It's to the point our management is asking residents to contact ParcelPending regarding this, in hopes flooding them with requests might actually get someone to fix the lockers. And that request is also why I am now filing this complaint with the BBB. This is ridiculous and impacts hundreds of people by increasing the likelihood of packages being stolen because the locker system is down. Just send someone to fix this, please!Attached is a photo taken September 19, 2022 documenting the inoperable kiosk which has a black screen with the text "Restarting... Exit code = 0" repeating down the screen.

  

  Business Response

  Date: 09/22/2022

  *********************** called and spoke to ***** on property. She was super friendly on the phone and I apologized for the delay in reach out from me and she said "it wasn't a problem and she is happy to be working on a resolution". I will be waiving the labor costs for this potential screen swap and I have spoken to ********************* about trying to get a tech (no parts) out onsite for friday to attempt to bring the screen back online. ***** said she liked our plan and will be available for anything we need during our repair processwhy here...

  Customer Answer

  Date: 09/22/2022

  
  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,
  
  *********************