PalletOnline Reviews

Name: PalletOnline
Address: Distribution House, Chemical Lane East, Stoke-on-Trent, Staffordshire
Rating: 4.72

4.7 Rating 1,882 Reviews

92 %

of reviewers recommend PalletOnline

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About PalletOnline:

We are PalletOnline: The UK's top choice for pallet collection and delivery, to and from any destination in the UK and Ireland.

Proven to be the most reliable pallet delivery service in the UK, we are proud to be trusted by so many businesses and individuals to deliver a HUGE variety of goods across the UK and beyond.

✔️ Get an instant quote
✔️ Enjoy same day collection
✔️ Detailed tracking available
✔️ Insure your goods for up to £6,000!
✔️ Dedicated customer support team

If you're looking for a reliable and cost-effective pallet delivery, you've come to the right place! Ship your pallets anywhere in the UK, including mainland, highlands and islands, quickly and safely, with PalletOnline!

But don't just take our word for it - see what our customers have to say!

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Phone:

01782525332

Email:

support@palletonline.co.uk

Location:

Distribution House,
Chemical Lane East,
Stoke-on-Trent
Staffordshire
ST6 4FB

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Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I had read some of the negative feedback, so was slightly apprehensive using this company. I booked my pallet in for collection last Friday for the following Tuesday and delivery on Thursday. The web site was easy to use, and advice given on how to prepare the shipment. I payed £10 extra for a before 3PM collection. On the day of collection a very helpful driver collected at 10am. On the day of delivery I had an ETA update at 1PM for a 1600-1700 arrival. The delivery driver called at 1630 very apologetic that he was running 30 minutes late. When he arrived my parcel was unloaded with care. £108 I paid for 180kg parcel to be delivered from the Lake District to the South coast. Bargain, and great service. Would definitely recommend and use again based on this experience.”

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Posted 1 year ago

Hi Andrew, Thank you so much for taking the time to share your experience and for placing your trust in us despite any initial reservations. We absolutely appreciate your detailed review and your trust. It's worth noting that while we do receive the occasional negative review, as you mentioned, we’re successfully handling hundreds of deliveries each day that go unreviewed - simply because they go off without a hitch! Rest assured, every issue that arises gets our full attention, but the vast majority of deliveries, just like yours, are completed with the care and precision that you’ve described. We pride ourselves on being the highest-rated online pallet delivery service, and we actually operate at a much higher standard than any isolated negative feedback might suggest. To leave you with a thought: “The perception of service quality doesn’t come from the absence of problems, but from how you handle them when they arise.” Looking forward to your next booking!

Posted 1 year ago

“I had my pallet scheduled to be collected on an important evening of mine. After being told several times that it will be collected and the driver is just a short drive away, they never turned up. I contacted the live chat support many times that day, including after 4pm when they supposedly confirm ETA, additionally another time closer to 5pm when they confirmed the driver would be between 5pm-5:30pm. The awful communication system of solely being live chat meant that I could not call anyone to actually confirm. This meant I was very late for my evening and I stayed on site until 6:30pm and finally got through to their parnet company, Browns(through several phone calls and investigating of my own) who confirmed all the drivers had gone home! To be gaslit into thinking Im in the wrong for calling them outside of working hours and expecting an answser is disgusting as I was strung along the whole day not being able to call the depot myself, neither Palletonline and being told all the way up until 5pm that they are still on route - on the plus side the man at browns sorted this problem within seconds and was friendly meaning he single handedly pulled this review from 1 star to 2. I said on livechat several times to give me the number of the depot and I will sort myself but I had to sit and wait for someone to do it for me... which they did incorrectly. Absolutely appauling. I want atleast a partial refund for this service as it was super poor. I had no pallet truck too, meaning the packed pallet was out exposed to the elements... Edit - They responded stating they have equipment to help put pallets back inside but how can the driver do that if they dont even turn up ahahahah”

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Posted 1 year ago

Hi Daniel, Firstly, I’m really sorry for any issues or confusion caused with your collection. To clarify, this is a public review platform. We didn’t speak on the phone directly, but our parent company, Browns Distribution, who handled the collection, informed you that they wouldn’t be able to collect when you contacted them. Unfortunately, our support team doesn’t operate after 5.15pm, so a phone line would not have made a difference for our own communication after that time. We answered all your questions when you booked last month and did our best to resolve the issue when it occurred. To assist further, we upgraded the delivery to ensure it reached Amazon as fast as possible. We also want to highlight that we respond to all live chat queries within 3 minutes. We've tested running both phone lines and live chat simultaneously, and found that it negatively impacted response times. That’s why we provide live chat and email as our frontline support, as it allows us to maintain quick and efficient communication. In this instance, however, you actually contacted us outside of our working hours. Collections run until 5pm, and our support remains open for an extra 15 minutes. We don’t recommend waiting until 6.30pm, as Browns confirmed their drivers had finished for the day. While we strive for reliability and do have the best reliability in the industry, collection dates aren’t guaranteed, and we advise having a way to move your goods back inside in case of unforeseen issues (less than 3% chance). I apologise for the disruption, please reach out via support if you wish to discuss the matter further. Best regards, David

Posted 1 year ago

Hi Daniel, Once again, I’m truly sorry for any issues or confusion caused with your collection. After reading through your updated review, I’d like to clarify a few points. Firstly, I didn’t state that we have the facility to move your goods back inside. What I mentioned was that you should have the means to do this yourself, as there’s always a small chance (about 3%) of collection issues. I understand you didn’t have a pallet truck, but I wasn’t suggesting we could move the goods for you if the driver didn’t arrive - that would be impossible. I also want to clarify that I wasn’t blaming you for contacting us outside of office hours. My point was that having a phone line would not have made any difference after hours, as our support finishes at 5.15pm. At the time, we relayed the most accurate information we had, which came directly from the collection depot (after further review, we’ve confirmed this was not our parent company, Browns, as they do not service that postcode area - though they did assist after hours). The depot had informed us that the driver was on the way, but unfortunately, issues arose later, and when you contacted them directly, they confirmed they wouldn’t be able to complete the collection. There was no intention of gaslighting - just communication based on the information we had at that moment. In terms of your ETA requests, we did provide updates each time and even gave a timeframe based on Browns’ transport department. While the situation didn’t go as planned, we did our best to keep you informed throughout the day. I have reviewed all communications, I am unable to see your request for the depots number. We do try not to give depot numbers out where possible, as we prefer to stay in the loop and keep you updated so we can best serve you. Regarding your request for a refund, I’m not going to offer one based on a poor review. We find it’s far more productive to reach out to us in good faith to discuss any issues, rather than attempting to sabotage us in a review in order to get a refund. You haven’t once requested to speak with us about this issue, other than to inform us that the collection didn’t happen. In response, we upgraded to a morning collection and expedited the delivery to ensure it reached the depot on time for its onward journey to Amazon, meeting the original delivery date. If you’d like to discuss the matter further, we’re more than happy to help via our support channels. Best regards, David

Posted 1 year ago

“Third time I’ve used this service. On time and well priced Will use again”

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Posted 1 year ago

Thanks, Steve! We’re glad to see you’re becoming a regular! Looking forward to making it a fourth time soon. 🚚

Posted 1 year ago

“Excellent service, did exactly what they said they would.”

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Posted 1 year ago

“All completed on time as promised.”

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Posted 1 year ago

“Late collection, said they would still dleiver on the day they said but didn'tr”

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Posted 1 year ago

Hi Shona, We're really sorry about the experience you had with both the collection and delivery. Unfortunately, the depot missed the collection on the scheduled day, and we weren’t notified in time to update you, which is why we couldn’t inform you until the following morning at 8:46am. We did our best to be proactive and arranged for next-day delivery, but a second issue arose when the driver ran out of driving hours on the Friday due to earlier deliveries over running. While it’s rare to have issues on both sides of a consignment, and 97% of our deliveries are on time, we understand this wasn’t the service you should have received. We do state that delivery dates are not guaranteed due to the potential challenges that can arise in logistics, but we acknowledge that this service should have been better for you. Please accept our sincere apologies for the delays, and thank you for your understanding.

Posted 1 year ago

“Did not turn up on the day they mentioned to pick up the pallet. Once followed up agreed to upgrade to next day service. However did not deliver on the day promised. Absolutely no way to get in touch with customer support apart from chatting with senseless chat bots and sending emails. Very poor custmer care. Finally it was delivered on monday after 4 days”

Helpful Report

Posted 1 year ago

Hi Sirajudheen, Thank you for your feedback, and I’m sorry to hear about the inconvenience you experienced. To clarify the situation: the collection depot unfortunately missed the initial pickup due to unforeseen driver issues. We were not informed until after hours, which is why we couldn’t notify you sooner. We did, however, contact you first thing the next morning at 8:23am (before our support officially opened at 9am) to arrange the collection for that day. Regarding your comments on customer support, we don’t overly use chat bots for customer service. The initial bot is only there to direct your query to the right member of support staff. You also received an automated response because you contacted us outside our support hours on Saturday. Our team did reach out to you directly once the issue occurred to provide assistance. The delivery was completed on the next working day after the missed collection. As we don’t offer weekend delivery, we worked to get the pallet to you as quickly as possible, with delivery made by 11:39am on Monday - we did ask for a pre-10.30am slot at our cost, but this was the earliest the depot could work the delivery. While we not only strive for, but actually posses the best on-time rate in the industry, we do apologise for this delay. Our team did everything they could to support you, and we appreciate your understanding in this matter.

Posted 1 year ago

“Good service, Delivered on time, The only improvement needed is to give a time window when the collection will take place.”

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Posted 1 year ago

Thanks for the feedback, John! Great to hear the delivery went smoothly. You're absolutely right about the time window for collections - we’d love to offer more precise ETAs, but since collections usually follow after deliveries, it's a bit tricky. Generally, they happen between 3pm and 5pm on second runs, and occasionally between 11am and 1pm on first runs, but most are done in the afternoon for our collections. We’re always looking for ways to improve, so we really appreciate your input!

Posted 1 year ago

“Its the 2nd time I have used this company and am very happy with their service. Its fast, reasonably priced and very professional.”

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Posted 1 year ago

Thanks, Farah! We're so happy you've come back for round two! Glad to hear you're happy with our speedy and professional service. Looking forward to helping you again!

Posted 1 year ago

“We can't fault Palletonline, they really are the best. It is the creme de la creme of courier company's. Always efficient. We can trust them to do what they promise. Very professional company.”

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Posted 1 year ago

Thanks for the glowing review, Olu! We’re blushing over here! We’ll do our best to stay at the top of the "crème de la crème" list. Always a pleasure delivering for you!

Posted 1 year ago

“Efficient, helpful and friendly. Did the collection and delivery on schedule. Very pleased indeed.”

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Posted 1 year ago

Thanks, Amanda! We're chuffed to hear everything went smoothly. It’s always great to know we’ve hit the mark with our service!

Posted 1 year ago

“Easy to book a collection using the web site, competitive prices, prompt collection and delivered on time”

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Posted 1 year ago

Thanks, Pamela! We’re glad you found the website easy to use and the service prompt. Great to hear everything went smoothly with your delivery!

Posted 1 year ago

“Arrived on time to collect - our customer received in perfect condition.”

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Posted 1 year ago

Thanks for the great feedback! Glad to hear everything went smoothly and the delivery arrived in perfect shape. We’ll keep up the good work!

Posted 1 year ago

“excellent service .efficient and customers happy . communication pick up and generally easy transaction”

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Posted 1 year ago

Thanks, Melvin! Great to hear everything went so smoothly. We aim to keep things easy and efficient, so we're glad your customers are happy too!

Posted 1 year ago

“Excellent service, collectedon time delivered as promised.”

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Posted 1 year ago

Thanks, David! We’re pleased everything went as promised. Happy to have delivered on time for you!

Posted 1 year ago

“Alwaya reliable and easy to book”

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Posted 1 year ago

Thanks, Toni! We’re glad to hear you find us reliable and easy to book. Always a pleasure working with you!

Posted 1 year ago

“Very quick and helpful when I need the help”

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Posted 1 year ago

Thanks, Julie! We're happy to hear we could help you quickly. Always here when you need us!

Posted 1 year ago

“Excellent service,thank you.”

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Posted 1 year ago

Thanks, David! We appreciate the kind words. Glad we could provide excellent service!

Posted 1 year ago

“This was the first time I’ve used palletonline. Everything went like clockwork. The guy who picked up at my house was friendly and helpful my dad said the guy at his end trolleyed the pallet right down the side of the house to the back door. Pallet was in perfect condition on arrival. Thankyou for a great service”

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Posted 1 year ago

Thanks, Douglas! We're glad to hear your first experience with us went like clockwork. Sounds like both ends of the delivery were spot on! We’ll pass your kind words on to the team. Glad we could help!

Posted 1 year ago

“Very very efficient service and reliable many thanks buchanans antiques”

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Posted 1 year ago

Hi Mandy, Thanks for the kind words! We're glad you found our service efficient and reliable. Looking forward to helping you again!

Posted 1 year ago

PalletOnline is rated 4.7 based on 1,882 reviews