Ordered a delivery of a number of packages with Topparcel. All of them were delivered smoothly except for one which was in the unknown place for 5 months.I kept checking topparcel’s tracker online and it showed that the parcel was in a third country sorting hub all this time. After 5 months I suddenly receive an email from topparcel’s support asking whether I want to pay again for the delivery of the parcel and wait until it goes back to the sender first as it has been unclaimed and is about to be returned to the sender or utilised. I was surprised to learn that my parcel has been in the country all this time and there was no update on the topparcel’s tracker. A support team member called Anna told me that my package has been in the country of destination all this time at the customs service waiting for my review. I was surprised to hear that because the contents of the package was similar to the contents of the previous packages. Also all of my delivered packages have been opened and repacked in a different box so I no longer could track what was in each package. Anyways I haven’t received any notification neither from the customs services nor from the topparcel’s tracker.I spent all day explaining the situation from my side and asking for help from the support team but it was all in vain. Topparcel’s support team member Anna was just ignoring my requests and kept sending me the same message about paying for another delivery. I felt gaslighted and blatantly ignored as a client with topparcel. I didn’t receive any apology for this situation where I had to wait for 5 months to get any update and was just informed that if I don’t want for my parcel to be utilised I have to pay again and wait for it to go back and forth. Topparcel didn’t accept any responsibility with updating the status of the delivery on their website. So don’t rely on topparcel’s tracker for updates. And support member Anna’s responses were unprofessional and gaslighting, which downgrades my experience with Topparcel and just spoilt my day with such rudeness. To be attacked by a support team member in a confused situation feels like no service at all. I haven’t heard from anyone in Topparcel regarding to this issue apart from Anna. And from what I hear Topparcel doesn’t offer any apologies neither for the tracker misinformation nor for unprofessional mishandling of the issue with their ‘support’.My request to offer apologies by offering some discount was just ignored and in reply I received that ’without payment we can’t resend you your package’. I have never experienced a worse support service in my life. Overall, if things don’t go south with your delivery, you’re likely to receive your package. If something occurs, don’t expect understanding from support team, apologies on the company’s behalf or any other solution rather than paying twice for their mishandling their online tracker.
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Topparcel, founded in 2014 in England, offers efficient and affordable international parcel delivery across multiple countries, including the UK, Italy, Spain, France, Germany, Austria, Portugal, Poland, Kazakhstan, and soon Turkey and the USA. As an online aggregator, we provide a convenient platform to compare and book deliveries with various courier services, allowing easy management and real-time tracking of shipments. We also offer packaging services and sell packaging materials at our physical offices, ensuring your parcels are secure. Using Topparcel saves you time and effort by consolidating multiple delivery options in one place, and our dedicated customer support team is always ready to assist, making your shipping experience smooth and stress-free.See more
