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:09/15/2022

  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.

  I paid 12 dollars to ship mail to myself on 8/24/22. I had an expected date of delivery of 8/26/22. I got notice that the delivery was made on 8/26/22 but I never received my mail. I have called customer service 8 times in three weeks. I have told all eight customer service representatives my issue but no investigation for my missing personal mail has been started. *** Tracking # 1Z2E75810359614080.

  

  Business Response

  Date: 09/21/2022

  We reached out to the customer via email on 9/16 with no response back. We are assuming that the customer has now received their package and this issue has now been resolved. 

  Customer Answer

  Date: 09/21/2022

  I have since reached back out and none of the customer service representatives will help. Im still being told to file a claim online after Ive written the business and told everyone *** talked that that is not an option for this tracking number 

  

  Business Response

  Date: 09/22/2022

  Looking up the tracking number the customer provided UPS#1Z2E75810359614080 the package was delivered to Georgia. The customer is in ******* **.  The package may have been mis delivered and the customer would have to file a claim for the mis-delivery with UPS.  We only house the packages in the locker system we are not responsible for the courier who delivers/misdelivers the packages.  The customer will need to file a mis-delivery claim with UPS
  

  Customer Answer

  Date: 09/23/2022

  unwillingness to help locate personal property 

• Initial Complaint

  Date:09/03/2022

  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.

  I updated my credit card information on 8/13/2022 and was charged a $20 registration fee without any warning. I already paid the registration fee on 3/27/2022. I emailed the company via the app and never heard from them, so I called and was promised a refund. I still have not received the refund. I want my $20 refunded.

  

  Business Response

  Date: 09/04/2022

  We left a voicemail for the customer letting him know that we have refunded his $20 fee that should have been refunded when he first called/emailed in. We also asked for him to call back and review his experience with us so we can further investigate

• Initial Complaint

  Date:08/31/2022

  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.

  Parcel Pending is responsible for theft of packages that occurred August 13, 2022. My package was delivered August 11 and was one of the stolen packages. I have contacted Parcel Pending numerous times and they refuse to help. I have included an invoice for my item. My apartment complex refuses to refund my stolen item claiming it is Parcel Pending who is to issue the refund. ************************************** from Parcel Pending confirmed that I would receive a refund & had me attach an invoice but has since not assisted or responded to my follow up emails. A supervisor refuses to contact me, despite my numerous attempts. The company refuses to refund me as the package was marked delivered on their end. After it was delivered (according to Parcel Pending), someone hacked into the security lockers to steal the packages. At this point they are liable and I demand a refund for my stolen item.

  

  Business Response

  Date: 09/04/2022

  We spoke with this customer and apologized for the breakdown in communication with the persons she initially spoke/emailed with. We immediately obtained the receipt and got refund approval for this customer. We are just waiting on an ETA of when the refund check will go out to the customer. We will follow back up with this customer with an update 

• Initial Complaint

  Date:08/28/2022

  Type:Billing 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.

  The provider keeps charging me for a 'phantom package' that doesn't exit - 5 dollars every day. I can't contact their customer support team. I'll continue to protest the charges with my credit card.

  

  Business Response

  Date: 09/01/2022

  We spoke to the customer and the issue has been resolved.

  Customer Answer

  Date: 09/06/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  Date:08/06/2022

  Type:Customer Service 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 a new apartment complex on May 15th 2022. I was informed I would have to sign up for the service with Parcel Pending. I was charged $20 activation and $5 a month for the past several months in which NO packages were delivered to the Parcel Pending box. In fact, all packages were delivered to my door. I have been trying to cancel since June 5th and to no avail I cannot. I want a FULL refund for being defrauded and WILL NOT accept anything less. My account needs to be canceled immediately as services were NEVER rendered.

  

  Business Response

  Date: 08/08/2022

  We spoke with the customer and reversed the registration fee along with three subscription fees applied to his account. We also deactivated the account per the customers request.   We have resolved the issue to the customers satisfactory. 
  

  Customer Answer

  Date: 08/08/2022

  
  
  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:08/01/2022

  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.

  For the last two months (June and July, 2022) Parcel Pending has been emailing me daily reminders to retrieve packages that have already been picked up with EVERY package delivered to their parcel lockers at my community. Each day, I email a reply to them that these packages have already been retrieved but Parcel Pending will not resolve this issue. Attempts to phone them result in very long wait times on hold (as long as 30 minutes each call) until I've had to just hang up and notify my property manager of the ongoing problems. Now on 8/1/2022 I received an emailed receipt from Parcel Pending charging my credit card $3 per day "storage fees" for a package already retrieved on 7/29/2022. The assistant property manager at my community confirmed that there are NO packages for me in any parcel locker and advised me to remove my credit card information from my Parcel Pending account. But Parcel Pending will not permit removal of credit card information from the account. I was finally able to get through to ***** in Parcel Pending's customer service ***** on 8/1/2022 by phone who claims she processed a $3 refund and will notify someone at Parcel Pending to fix their system so that this issue does not continue to occur. But I have no confidence that this problem will get resolved and I do not want charges and credit-backs on my Parcel Pending account as if I'm irresponsible. I am a disabled senior citizen and have better things to do with my time each day than chase Parcel Pending to fix their system and treat customers with respect and honesty. This complaint is intended to hold Parcel Pending accountable for their errors and incompetence, to correct this chronic problem with my account and to warn other multi-family community customers and their property managers that this mandatory service that we are paying for is not honest or reliable.

  

  Business Response

  Date: 08/08/2022

  We spoke with the resident and reversed fees accordingly.  We apologized for the issues the resident was experiencing and let her know that it is the properties responsibility to ensure the ** FI connection and electricity to the locker system is working correctly. We emailed the resident with confirmation. We have resolved the issue for this resident and this case is now closed 

  Customer Answer

  Date: 08/09/2022

  While the business did acknowledge its error and reverse this erroneous charge on my credit card account, it refuses to remove the charge from my Parcel Pending account claiming it would "disrupt their system too much just for one customer!" This creates a fraudulent, negative charge history on my account creating the appearance that I am at fault rather than the business for this error. It also leaves open a future potential for the business to attempt further collection on the erroneous charge, subjecting me to yet another weeks' long effort to get the business to satisfactorily resolve the problem. The business was able to go into its system to change all dates on their reminder notices to retrieve all packages that had already been picked up days before their notices were sent to make itself appear honest, so it is nonsensical that it cannot now go back into their system to just remove their erroneous charge and restore my account to an honest, accurate history for my sake. I have notified my landlord's agent of Parcel Pending's refusal to remove an illegitimate charge from my account and the agent advised me to close my Parcel Pending account. She assisted me in doing so although I will continue to pay landlord's monthly fee now for a service I will not be receiving. No customer should have to endure this months' long ordeal just to get an erroneous charge by Parcel Pending removed from their account, and no one should be forced to continue paying for a service that is intentionally incompetent and now fraudulent. I intend to file a complaint with the ******* Attorney General's *********************** against Quadient Parcel Pending to make it and other consumers aware of Parcel Pending's harmful business practices. As a disabled senior citizen, I am appalled at the level of fraud and willful refusal to do honest business with customers by this business. 

  

  Business Response

  Date: 08/09/2022

  We have reversed the fee that the customer is questioning and gave a refund back.  We however will not remove the transaction history from our database as we need a record of the charge and the refund on file. It would be a liability to remove such history from our system. We would then have no proof that we did refund the customer back. We have **** everthing we can to assist this customer. We did apologize for the error and we corrected the error by refunding the fee back to the customer. ********************** considers this case closed.

  Customer Answer

  Date: 08/09/2022

  You did not "refund" anything. You simply reversed your illegitimate charge on my credit card. I have screen captures of everything. Therefore you do not need to preserve a refund you did not make by maintaining an illegitimate charge on my Parcel Pending account.People are not stupid. Until Parcel Pending starts providing honest, competent business practices to its customers I have no intention of doing any further business with it.