Name: PalletOnline
Address: Distribution House, Chemical Lane East, Stoke-on-Trent, Staffordshire
Rating: 4.68

“Poor poor service. Sent an item via palletline which then got mixed up in their depot and they delivered someone elses pallet to where i wanted mine to go to. They then had to find it and deliver it 2 days later. Then when the pallet was due to be collected to be returned to me I got an email saying they ran out of time and wont collect until 4 days later. Refunded me the extra I paid for 24hr delivery then sent an email full of exscuses such as 95% of packages turn up on time and losing pallets is a "rare occurance". Considering I used the service twice and both times it was messed up doesnt show the company in good light!”

Helpful Report

Posted 1 week ago

Hi Alex, Thank you for letting us know about your experience. I’m really disappointed to read that there have been issues both times that you’ve used our service. I can only imagine the deep frustration this has caused. I can see there was a delay in collecting your first booking, which led to your delivery being pushed out by a day. For this, we refunded the next day delivery charge. Your latest booking was cross-labelled, which is an extremely rare occurrence, happening in less than 0.01% of all bookings; but I understand that knowing this doesn’t lessen the impact that this situation has had on you and your business. Our system relies on barcoded labels to route shipments through our network accurately. These barcodes relay critical delivery and service information to our depots’ warehouse teams and drivers; they are scanned at multiple points throughout their journey to verify details and change the tracking status of the pallet. If a label is misplaced, as was the case here, it disrupts the entire process. For this, we are truly sorry. I've had a look at the booking and the POD in our system and can see that the correct pallet was successfully delivered the next working day after the originally scheduled delivery date; because of this, we issued a refund for the price difference between our next day and economy service. I really hope that you will consider using our services again so we can prove our dedication to excellence and demonstrate the high standards we usually achieve. Best wishes, PalletOnline

Posted 3 days ago

“A disaster from start to finish. We were dealt with by a very over keen lady at Pallet Line who demanded 10 digit tariff codes for every product, which as we all know is totally unneccesary and incorrect. She even told us the VAT number was incorrect for our Irish customer, which it wasn't. We have exported for over 35 years and have never had to jump through the hoops that this lady insisted on. It cost me 4 hours of my time and in the end I gave up and asked for a refund, which we received 5 days later. In the end we used another pallet company with absolutely no problems or unnecessary demands. What a pity.”

Helpful Report

Posted 1 month ago

Hello Guy, Thank you for taking the time to share your feedback with us. We're genuinely sorry to hear that the service we provided was not up to the standard you expected, and we understand your frustration. I've taken a look at the booking details as well as the communication between our Logistics Co-ordinator and yourself, and I can see she advised that the invoice was missing some essential information, which we need to pass customs efficiently without delay, including tariff codes for every item that is loaded onto the pallet. I completely understand how it would be a hassle and would take a lot of time to find and list each one of these codes. We offer direct representation for overseas shipments, which requires more detailed information from our customers to comply with regulations and prevent rejections and additional costs. We realise that this differs from indirect representation, which most freight agents use, which can be an inconvenience if that is the style of shipping that you are used to. We apologise for the inconvenience and frustration this has caused you. We are continuously looking for ways to improve our service and to make your experience as seamless as possible, and following your experience, we will be taking active steps to review our processes to see if there's any way we can simplify and speed things up for next time. Best wishes, PalletOnline

Posted 4 weeks ago

“I’m unhappy with the service I paid around £87 in total to get 9 boxes of flooring collected. When the guy arrived he said I had to provide the palette. I had NO CLUE I had to do this because I didn’t even get a confirmation email to explain anything. I thought someone was going to turn up with the palette. So I was charged £24 extra to get someone to return the next day to collect again. The man who came the next day was super helpful though and helped me carry heavy flooring onto the palette as he didn’t give me 30 minutes notice because he couldn’t see my mobile number. I’m super unhappy with the price of this though it’s really unaffordable.”

Helpful Report

Posted 4 months ago

Good Morning, We sincerely appreciate you taking the time to share your experience. We understand that pallet delivery costs can appear higher compared to standard parcel delivery, mainly due to the specialised nature of our service, involving specific equipment, larger vehicles, and trained professionals. Please be assured that we regularly review our prices to keep them competitive and affordable, striving to provide you with the best value and quality service in this industry. Our service operates on the basis that goods should be palletised before pick-up, and are easily accessible for our driver. We've made this as clear as possible on both the confirmation page after you've completed your payment, and in the confirmation email that follows. I've double-checked our records just to be sure, and I can see that your booking confirmation was sent out right after your payment. These confirmations are sent automatically to avoid any delay, ensuring you have all the necessary details for preparing your items for collection. Regarding the 30-minute heads-up from our drivers, we understand that it's helpful to have that advance notice. While our drivers do their best to call ahead, sometimes it's not possible due to restrictions with their cab phones; some are only able to make calls to the depot and the emergency services. Whilst we request a call 30 minutes before arrival on every booking, sadly, it's not something we can guarantee every time. It's great to hear that our driver was able to help you with the flooring on the following day. Our team is always striving to be as helpful and efficient as possible. Your input is incredibly important to us, and it's feedback like yours that helps us keep improving. Thanks again for bringing these points to our attention. If there's anything else you need or want to discuss further, please feel free to reach out. Best regards, The PalletOnline Team

Posted 4 months ago

“We had staff waiting for collection and being paid overtime, no one turned up they then arrived late on the second try and told me I had to pay extra for an earlier collection on the third go I refused and cancelled The driver turned up anyway but we sent him away as we had already booked another carrier which was cheaper and went smoothly My refund was deducted what I assume was a cancellation fee Won’t use them again and will discourage anyone who asks”

Helpful Report

Posted 7 months ago

Hi Stephen, Many thanks for taking the time to write your review. We sincerely apologise for any inconveniences you encountered during your experience with our service. Your feedback is truly valuable to us. Firstly, I'd like to clarify the situation concerning the collection attempts. We deeply regret that our initial attempt to collect your pallet didn't go smoothly. In the world of logistics, unforeseen delays occasionally occur, and regrettably, some factors are beyond our control. Issues like driver illness, traffic congestion, and surges in freight volumes can all contribute to unexpected delays. On the second collection attempt, the depot discovered that the premises had closed. Unfortunately, we weren't made aware of this when the booking was made, which prevented us from notifying the depot. I can see that the team reached out before we attempted collection for a third time to see if you'd like to change to a pre-3pm, however, we completely understand your decision to decline this and cancel your booking. Sadly, because we already made 2 attempts to collect your pallets, we weren't able to refund you for the second attempt, because the driver arrived on site but couldn't complete collection as we weren't made aware that the premises had closed. However, we didn't charge for the first attempt as this was entirely out of your control. We genuinely regret that your experience fell short of your expectations, and we apologise for any inconvenience it may have caused you. Your feedback is crucial in helping us enhance our services, and we'd greatly appreciate the opportunity to make things right for you. We hope you'll reconsider using our services in the future. Thank you for your understanding, Stephen, and if you have any further questions or concerns, please feel free to reach out to us via Live Chat. Best regards, PalletOnline

Posted 7 months ago

“Ordered pallet gave size and weight correctly it was supposed to be collected the following day the lorry sent was insufficient to pick 500kg up so it was left there I was told to pay an additional fee and it should have been delivered Friday but ended up delivered Tuesday evening unable to phone anybody and had to contact via internet I will use another service next time I really felt ripped off”

Helpful Report

Posted 7 months ago

Hi Steve, Thank you for taking the time to share your feedback about your recent experience with PalletOnline. We genuinely appreciate all feedback as it helps us to continually improve our services. We apologise for any inconvenience you experienced with your recent shipment. We understand your frustration, and we'd like to provide some clarification regarding the situation. When you initially booked your pallet delivery, you specified a quarter oversized pallet with a weight of 250kg. However, upon inspection by the collection depot, the actual weight of the pallet was 500kg, which exceeded the weight capacity of the lorry that was dispatched to collect it. Our team strives to ensure smooth and timely deliveries for all our customers, but in this particular case, the discrepancy in weight presented a challenge that required additional arrangements. Sadly, this misunderstanding resulted in us having to charge you the difference in pallet spaces, and your goods had to be collected at a later date. In regards to your issues with our customer service, our phone lines are open from 9 a.m. to 5:30 p.m. every weekday should you wish to call us. We do advise, however, that you use our Live Chat service, as this is the quickest way of getting in contact with us. We have emailed you about your recent experience, and the team are looking to provide a resolution for you. If you have any further questions or concerns, please feel free to reach out to us via Live Chat. Best regards, PalletOnline

Posted 7 months ago

“Predatory practises to make you pay extra surcharge for size and wrapping, no contact to resolve issue , only email to let you know your package has been put on hold and you need to pay. I ended up paying £155 for single pallet. Be warned if you want to send something above standard size , they will prey on you and make you pay extra charges. Very unpleasant experience with this company.”

Helpful Report

Posted 7 months ago

Hi Andrzej, Thank you for taking the time to share your feedback with us. I'm sorry to hear about your recent experience. We understand that you may be frustrated with the charges incurred for your shipment. We'd like to clarify that our pricing is based on various factors, including the size and type of pallet space required. It's essential to select the appropriate pallet size during the booking process to ensure accurate pricing. We have multiple resources on our website to aid with choosing the correct option. In this case, it appears there was a mismatch between the size of your goods and the pallet space booked, which resulted in additional charges. It is clearly stated on our site and in our terms and conditions, which you agreed to, that additional fees may be incurred if a discrepancy is found. I can also see that, from the pictures provided by the depot, your goods weren't actually palletised upon collection, and our Pallet & Wrap service wasn't booked either. PalletOnline are a pallet delivery service, meaning that we can only transport palletised goods. To conclude, we apologise for the inconvenience the extra costs have caused. We'd like to stress that we have absolutely no interest in "predatory practices". Our customers are more than welcome to ship goods above "standard size" as long as the correct pallet space is booked and they are loaded onto a pallet. If goods overhang the pallet, we also have oversized options available, meaning we can cater to a large range of items. This wasn't the case on this occasion and, sadly, additional costs did occur. If you have any further questions, please don't hesitate to get in touch. Best regards, PalletOnline

Posted 7 months ago

“Sadly they don't allow 0 stars worste collection and delivery I have ever used didn't turn up on the day it was booked for heavy traffic apparently I paid extra for 24 hour delivery so I lost a days wages waiting for delivery which unless I had of called them at 9 am I would not of known it was not being delivered . They allow note to be added to the job sheet well that was a total waste of time as should of called 30 mins before both collection and delivery of which neither of those happened . Then when finally delivered engine had been damaged head stud snapped off all packing damaged and they where not interested said it could not of been packed properly well one layer of bubble wrap and double cardboard is not enough . Will never use again”

Helpful Report

Posted 7 months ago

Hi Ian, I want to start by saying how genuinely sorry I am to hear about your recent experience with our service. Your feedback is extremely valuable to us, and I appreciate you taking the time to share your thoughts. I completely understand your frustration with the delay in the collection due to heavy traffic. Unfortunately, there are some things that are out of our control, and traffic is extremely hard to predict. I apologise for the inconvenience and frustration this has caused. From looking at the booking in our system, I can see that we've taken steps to address these issues. We've refunded the cost of your next-day delivery and offered you a complimentary Saturday delivery before 11 am. We genuinely want to make things right and ensure you have a more positive experience with us in the future. While we do request that the driver calls 30 minutes prior to arrival, sadly, ot all drivers have cab phones that are able to make external calls. Some are only able to make calls to the depot and to the emergency services. I can see my colleague has mentioned this over LiveChat also. It's really disappointing to hear about the damage to your engine during transit. We take immense care in handling our shipments, and damages occur in less than 0.01% of cases. It's really important to use additional packing materials, particularly for valuable items. Pallets can undergo multiple movements (8 or more) through our network, and extra precautions can make a significant difference. Your feedback is invaluable to us, and we will use it to improve our services. If you have any more concerns or questions, please don't hesitate to reach out. We are here to make sure that your future experiences with us are more positive. Thank you for sharing your feedback, and we hope to have the opportunity to serve you better in the future. Best regards, PalletOnline

Posted 7 months ago

“When it takes a pallet company 5 working days to collect and a deliver a pallet in the UK then I would never use that company again.”

Helpful Report

Posted 9 months ago

Hi Peter, Thank you for taking the time to share your feedback. I am sorry to hear about the inconvenience you faced with the collection and delivery of your pallet. Firstly, I'd like to apologise if there was any confusion caused regarding the collection timeframe. We understand that a prompt and efficient service is crucial, and we always strive to meet our customers' expectations. However, in this particular case, the collection point was in the Isle of Wight, which is classed as an "out of reach" area. To ensure we could still assist you, a sub-depot was hired to complete the collection. Despite our efforts, we acknowledge that the extended distance might have contributed to the slight delay in the collection process. We are committed to providing top-notch customer service, and our team made every effort to keep you informed about the collection. My colleague proactively reached out to you a day before the scheduled collection to confirm the details. Unfortunately, we did not receive a response from you at that time. Nevertheless, we deeply regret any inconvenience this may have caused and understand your frustration. We take your feedback seriously, and we assure you that we are reviewing our processes to ensure smoother operations in similar situations moving forward. Our aim is to learn from every experience and make improvements that benefit all our customers. We sincerely value your business and hope you will give us another opportunity to serve you better in the future. Please do not hesitate to reach out to our customer service team directly on Live Chat if you have any further questions or require assistance. We are here to address any concerns and ensure your satisfaction. Thank you, PalletOnline

Posted 9 months ago

“Pallet still not collected after date of planned delivery”

Helpful Report

Posted 9 months ago

Hi Justin, I want to start by saying a big thank you for taking the time to share your feedback. I'm sorry to hear that your booking didn't go as planned, and I understand how disappointing that must be for you. Upon investigating this job, I discovered that the first collection attempt unfortunately failed. The logistics industry can be unpredictable, and despite our best efforts, things like heavy traffic, driver illnesses, and a surge in bookings can cause delays that are beyond our control. In this case, it looks like the busy depot was a contributing factor to the collection failure. After the second setback on Friday, we quickly upgraded your delivery to a next-day service. However, I realise that this still meant a one-day delay from your original request, and I apologise for any inconvenience caused. Following the failures, I've personally tracked the progress of this shipment, and I can confirm that the driver successfully collected your goods this morning. This means that your goods are scheduled to arrive at their destination tomorrow. I'm truly sorry for the delay in collecting your goods, which has subsequently led to your goods being delivered a day later than expected. We're actively investigating what happened at the depot and we'll be taking steps to prevent similar issues in the future. If there's anything else I can do to assist you or if you have any other concerns, please don't hesitate to let me know. We're here to support you and make sure you're satisfied with our service. Once again, I apologise for any inconvenience caused and appreciate your understanding. Best regards, PalletOnline

Posted 9 months ago

“Your collection of goods I purchased was appalling damaging item collected and your unhelpful and obstructive attitude following my attempt to claim from you for the damages you caused has added to a completely unacceptable situation I will not use pallet line again and I will warn others of your dreadful service”

Helpful Report

Posted 9 months ago

Hi Richard, Thank you for taking the time to share your experience. I'm sorry to hear about the issues with your booking. I can see that a claim form was submitted for the damages, but the insurance providers asked for more information, specifically proof of the goods' weight. Unfortunately, we were unable to proceed with the claims process at this point as you weren't able to provide this information. Our operations align with the RHA carriage conditions specified in our terms and conditions, and as the insurance liability hinges on the weight of the goods being transported, we cannot complete a claim without proof of this. We don't believe we were being "unhelpful and obstructive" at all, and it's disappointing to read such an accusation after our customer care team promptly advised and assisted you as soon as we were made aware of the damages. To conclude, we understand that the damage incurred to your goods has caused inconvenience and frustration. I must stress that damages are extremely rare for the network - occurring in less than 0.001% of all bookings. This makes us the most reliable pallet delivery service in the country, so it's just as disappointing for us as it is for you when things go wrong. At the point of booking, you would have initially provided an estimate of the weight, therefore you must have a rough idea of how much they weigh - we just need some form of proof of this. If you are able to provide this in any shape or form, please forward this to us as soon as possible so we can continue the claim for you. If you have any further questions regarding this booking, please don't hesitate to get in touch. Kind regards, PalletOnline

Posted 9 months ago

“Terrible. Pallet finally got collected 3 days late. Need I say more?! Won't use again !!”

Helpful Report

Posted 10 months ago

Hi Paul, Thank you for taking the time to share your experience with us. I'm truly sorry that your first booking with us didn't go as smoothly as we had hoped. After digging into the details, it seems that the initial collection encountered some capacity challenges, which sadly resulted in the driver being unable to pick up the goods. As soon as we were informed about the issue, we relayed this message and upgraded the delivery for you at no extra cost, to ensure that your goods still reached their destination on the requested date. Unfortunately, the following day, it seems that there was some miscommunication regarding the closing time of the collection point. We were informed around 4pm that the collection point had closed, but when we contacted the driver to find out when they were due to collect the pallet, they were already en route to the collection point and would arrive before 5pm. Typically, our collections operate between 9am and 5pm, unless a pre-3pm collection has been specifically arranged. I'm really glad to see that the collection was completed successfully the next day. I must stress that delays like this are really unusual for us. We retain the highest success rate in the industry, so it's really disappointing for us when failures like this occur. We sincerely apologise for any confusion caused by this. We understand how important it is to have clear communication, and we will definitely take your feedback into account to improve our processes moving forward. If there's anything else we can do to assist you, or if you have any further feedback to share, please don't hesitate to reach out. We're always here to help. Best regards, PalletOnline

Posted 10 months ago

“Sorry to give 1 star but it took you 3 days to pick up and then when pallet was eventually collected you didnt deliver so our customers contracts were on site for 3 days . My company lost £100 which had to be refunded and some reputation.”

Helpful Report

Posted 1 year ago

Hi there, Thanks for taking the time to write your review. I'm sorry to hear about the issues you've had with your booking. I'd like to start by assuring you that delays like these are extremely rare, and do not reflect our usual, industry-leading service levels and success rates. Occasionally, things can go wrong in logistics, and oftentimes, this is out of our control. Because of this, we can never guarantee collection or delivery dates, but I understand how frustrating it can be when these things occur. Delays like these can be caused by a multitude of things, such as driver sickness, traffic and the capacity of each depot. Looking at your booking, I can see that my colleague has kindly refunded you the full cost as a goodwill gesture. To conclude, I'd like to apologise for the multiple issues you've experienced with this booking, and I'd like to reiterate that this in no way reflects our usual, exceptional standards. I can see that your goods have been delivered safely. If you have any further questions regarding this booking, please don't hesitate to get in touch via Live Chat. Best regards, PalletOnline

Posted 1 year ago

“My collection has not yet happened - it was booked on Friday and it is now Monday.”

Helpful Report

Posted 1 year ago

Hi Adrian, Many thanks for taking the time to write your review. I'm sorry to hear about the delays. I've looked into this, and I can see that, sadly, the collection depot were unable to collect your goods on the Friday as first planned. Delays are sometimes unavoidable in logistics, and many factors can contribute to this, including driver shortage and sickness, traffic levels and freight volumes. Unfortunately, the collecting depot didn't notify us that they wouldn't be able to pick up the goods until after our offices closed on Friday, which is why we haven't been in touch sooner than today. I can see that we've been able to reschedule collection for today and upgraded the delivery to ensure the goods are still delivered on the day requested. To conclude, I'd like to apologise for the delays and lack of communication and would like to reiterate that this does not reflect our usual, industry-best standards. If you have any further questions, please don't hesitate to get in touch. Best regards, PalletOnline

Posted 1 year ago

“Did not deliver a parcel on time and then when rearranged still didn't meet the deliver schedule on time”

Helpful Report

Posted 1 year ago

Hi Angela, Thank you for letting us know about your experience. I'm really sorry to hear that your goods didn't arrive on time. I've looked into this, and I can see that the driver advised us that they wouldn't be able to make the collection on the requested day due to an issue with a previous delivery. As soon as we were made aware of this issue, we contacted you to discuss the situation. Once we learned that this shipment was time critical, we spoke with the depot straight away to arrange a different driver to collect your goods, ensuring they were still delivered before the weekend. According to our records, the driver arrived on site at around 4:45 pm that Thursday, but there wasn't anyone available to hand over the goods so the driver returned to the depot. I can see that the goods were collected successfully on the Friday and delivered the following working day, which was the Monday. I'm really sorry that we weren't able to pick the goods up on the Thursday as planned. Please be aware that there should always be someone on-site and ready to hand the goods over to the driver to ensure the process runs smoothly. As we weren't able to get these goods to their destination on the day required, I can see that we've refunded the price difference between our next-day service and our 2-day service. In conclusion, I completely understand your frustration with this situation, and we deeply apologise for the inconvenience caused. Delays like these aren't a usual occurrence with our service, and I hope you'll give us another chance in the future to demonstrate our usual, industry-best standards. Kind regards, PalletOnline

Posted 1 year ago

“Customer service was friendly and helpful, BUT delivery was a disaster. Sent 10 pallets which were picked up a date late (tracking still showed today's pick up at 10 pm) which cause a big problem in our got delivered on 3 different days. Most of them were damaged and needed restacking. We wasted a lot of time getting this delivery sorted with the customer and depot. One pallet will be returned to us because the customer rejected it due to the damage. We are sending a lot of pallets with the same weight and measurements and this never happened before. The delay caused a huge problem too. Never again.”

Helpful Report

Posted 1 year ago

Hi Tanja, Thanks for taking the time to write your review. I'm really sorry to hear about the issues you've faced with your booking. Sadly, the depot failed to collect your goods on the original date due to insufficient capacity. Because of this, we upgraded your booking, free of charge, from our 2-day super saver service to a next-day service to ensure your goods still arrived at the delivery point on the originally planned date. Following successful pick up of the goods, unfortunately, there was an issue with delivery. This is mostly down to the preparation of the pallets at the collection point. The goods were not secured well enough to the pallet and moved during transit from the collection point to the collection depot. This resulted in the goods requiring a restack at the depot, which you were informed of at the time. Damages are likely to happen if the goods are not secured well enough to be transported. To conclude, I completely understand your frustration with this situation, and we sincerely apologise for the inconvenience caused to you and your customer. This is not a usual occurrence for us as all pallets that travel through our network are generally stacked very well. If you wish to make a claim for the damaged boxes, please let us know via Live Chat and we will process this with priority. Best Regards, PalletOnline

Posted 1 year ago

“i had very bad experience with this company even though the the woman ( Mavi) was very helpfull and super fast to reply, i booked 3 pallets , one pallet a week from UK to Hollland through their online platform which is quite easy and simple, my last pallet was picked up safely on their lorry 2 days later they send me photos of the pallet on 3 pallets , and i was asked more to pay , i sent them a video from pic up location how pallet was wrapped and loaded on the truck, they did not have any answer apart from this , please pay another 127 pounds . very bad , very bad , its not just about 127 pounds , they have delayed for many days , and wasted our time to creat video clips and immages to prove , in the end they had nothing to say . i aws very upset , Regards My Choice Limited Liverpool”

Helpful Report

Posted 1 year ago

Hi there, Thanks for taking the time to write your review. I’m sorry to hear that you had some issues with your booking. I’ve had a look into this and, sadly, it looks as though your pallet tipped over in our vehicle during transit due to it being too large and unstable. After looking at the CCTV footage, it’s clear that your pallet should’ve been booked as “oversized”, as your goods were overhanging the pallet itself. It’s very important that the correct pallet spaces are booked at checkout as vehicles are scheduled based on the number of pallet spaces on the trailer. Any overhanging goods can take up unplanned space, meaning yours or another customer's delivery may get delayed. Sadly, this was the case in this instance. When your goods reached the depot, for safety reasons, we split your goods up into two pallets as the goods were too unstable to continue their journey. Safety is our main priority when pallets are shipped through the network, and, sometimes, incidents like this may cause delays while investigations take place. Fortunately, I can see from the tracking that your goods have been loaded onto the delivery vehicle, and should be on their way to the delivery point soon. To conclude, I'd like to apologise for any inconvenience this has caused you. I understand just how frustrating delays can be. To prevent these delays in future, I must stress how important it is to ensure your goods are stable enough for transit. It's also imperative that you also book the correct pallet size for your delivery too, so you don't incur additional charges. If you have any questions regarding this booking, don’t hesitate to get in touch via Live Chat. Kind regards, PalletOnline

Posted 1 year ago

“palletline completely destroyed one item of the delivery and the compensation/insurance process is very annoying and awkward”

Helpful Report

Posted 1 year ago

Hi Lisa, Thanks for taking the time to write your review. I’m sorry to hear about the damages to your goods. I’ve had a look into this and it doesn't look like you've started the claims process yet. Sadly, we're unable to offer any compensation for the damage until you submit your claim form - compensation for damaged goods is always handled by our insurance company. It's also recommended that you submit your claim within 4 days of receiving the form to minimise any delays. We work hard to offer a simple and straightforward claims process, at the same time as offering a high rate of coverage in comparison to other pallet carriers. Please rest assured that once you start the claims process, your claim will be processed quickly and efficiently, and we will offer updates to you throughout the process. To conclude, I’m sorry to hear about the damages to your goods and the inconvenience this has caused you. PalletOnline operates through the Palletline network, and we are extremely proud to boast a damage rate of less than 0.01%. Because of this, it’s just as disappointing for us as it is for you when these instances occur, but please know that as soon as we receive your claim form, your claim will be processed as quickly as possible. We look forward to receiving your claims form and we will be in touch shortly after. Please don't hesitate to reach out to us via LiveChat to discuss this booking or your claim in further detail. Kind regards, PalletOnline

Posted 1 year ago

“The delivery was 32 drums x 25 litres of vinegar on one pallet. The pallet collapsed on the journey. We paid an extra £10 for a smaller lorry to arrive with a tail lift - who could unload themselves. This was not the case and we had to unload by hand, The lorry driver, who gave the impression the whole operation was for his convenience, was not that helpful”

Helpful Report

Posted 1 year ago

Hi Gary, Thanks for taking the time to write your review. I’m sorry to hear about the issues you’ve had with your delivery. I’ve had a look into this, and we did arrive with a tail-lift-supplied vehicle, but, unfortunately, we were unable to safely lift your pallet as it had already collapsed. Due to the nature and weight of the goods, it wouldn't be safe to use the tail-lift on your pallet, as an unstable pallet could cause further damage or injury. To conclude, we apologise for the inconvenience this has caused you, however, it’s really important that you examine your pallet beforehand so instances like this don’t occur. Kind regards, PalletOnline

Posted 1 year ago

“Picked up on time and delivered on time. However, despite asking for it to be picked up and delivered by a van with a tail lift, it was delivered in an ordinary transit type van with a solo driver - unbelievable. This was a 120Kg wheelchair which luckily had no batteries fitted or it would have been another 50Kg. How was the driver supposed to unload it? I am disgusted at such appalling service and will never use your company again.”

Helpful Report

Posted 1 year ago

Hi Trevor, Thank you for using our services. I'm sorry to see you were unhappy with our service. However, we are a little perplexed. We do not offer a van with tail-lift service. The minimum size vehicle with a tail lift we offer is a 7.5-tonne lorry, we have never advertised a tail lift van service. I can see no notes about providing a van in your booking. There is also no communication on our live chat system and there is no trace of a phone call on our system from the numbers you provided to offer a van with a tail-lift. I can see that you booked a tail-lift, but that would be with a standard vehicle. If a van arrived that will be due to the depot being over capacity and sending additional resources they have available to them to ensure your collection happens on time. This is usually seen as a good thing as the network attempts to maintain high service levels even within peak trading periods. You provided us with a weight of 100kg. The depot that completed the collection with the van believed that weight would be a problem for this particular vehicle and driver to collect. They did complete the collection with the vehicle. I can see that your goods were collected and delivered on time. I'm sorry that a van was sent in place of a standard vehicle, this is usually not an issue when we are stretched, but we appreciate your feedback. This vehicle would only be sent due to the demand at the collection depot on the given day.

Posted 1 year ago

“Worst company I have dealt with never use them again”

Helpful Report

Posted 1 year ago

Hi Sean, Thank you for the review. Unfortunately, this review is inaccurate as you well know. There were no issues with your booking from our side. When your goods were initially taken to the delivery point there was no one available to accept the goods. This resulted in a small additional charge of £30 to send the vehicle out again the following day again. Unfortunately, pallets being delivered multiple times does incur an extra cost as it's much more costly to send out pallets again than much smaller items like parcels. They take up quite a bit of space on the trucks they go out on. Truck drivers must also be paid, on top of the additional logistics of adding the goods to another route and moving them to another vehicle, unloading them at the depot and reloading. You refused to pay the fee and threatened us with a poor review if we insisted on it, which you had previously agreed to cover in the terms of service. As you were so adamant (and slightly rude) about it, we did offer on this occasion to split the fee with you so we can move forward and deliver the goods for your customer - you did not respond to this offer. On the second delivery attempt, there was again no one onsite to deliver the goods to. This time our team managed to get in touch with the delivery point and we found a solution by offloading the goods in a safe place to avoid paying additional fees. Your fee to us is still outstanding. In this case, we will cover it and ask that you stick to your word of not using our service again. Thank you for your time.

Posted 1 year ago

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