PalletOnline Reviews

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

4.7 Rating 547 Reviews

91 %

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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Anonymous

Anonymous // 01/01/2019

Filter: Rated 2 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Unfortunately our package was damaged during transit and the company refused to compensate.”

Helpful Report

Posted 1 month ago

Hi Camilla, Thank you for bringing this to our attention. I'm really sorry to hear about any damage. After reviewing your booking details, it appears the notification of damage was received more than a week after the goods were delivered. Our policy requires any damages to be reported within 24 hours of delivery to initiate a claim process effectively. While we understand this situation may be disappointing, we can attempt to file a claim despite this, but please be aware that, given the timing of the report, we cannot guarantee the claim's acceptance. To start the claim process, please get in touch with our customer support team via LiveChat with your order ID, and they will advise what evidence you would need to submit. Best wishes, PalletOnline

Posted 1 month ago

“Booked for a Thursday collection. They never turned up! Live chat next day my collection was being treated as a priority. They eventually collected after 5pm on the Friday not exactly priority. Delivery was good however hence 2* or it would have been 1*. Live chat is good but the depots do not give regular updates to the Live Chat hub so they try for you but its painful!”

Helpful Report

Posted 1 month ago

Hi Neil, Thank you for taking the time to share your experience. We're really sorry about the missed collection on Thursday and the delay on Friday – that’s not the experience we want any of our customers to have. I can only imagine how frustrating this must have been for you, and I'm genuinely sorry for the hassle it caused. It's a relief to know that your delivery was smooth despite the collection issues. We are taking your feedback seriously and are working to improve communication between the depots and ourselves to make sure this doesn’t happen again. Your feedback means a lot to us. Thanks again for being patient and for sharing your experience, Neil. Best wishes, PalletOnline

Posted 1 month ago

“The pallet was left outside in the rain”

Helpful Report

Posted 1 month ago

Hi Adam, thank you for your review. We're sorry to hear that your pallet was left in the rain. We completely understand how frustrating this must have been. Our service operates on a curbside basis, meaning we will always leave items in the most convenient and accessible area outside your location; unfortunately, we are not insured to bring pallets into any properties. We realise this isn't perfect in bad weather, which is why we recommend using weather-protective materials like shrink or stretch wrap during the more dreary months of the year to ensure your goods are protected if they're exposed to the elements. I've looked into our records and haven't found any reported damage related to your delivery. If your items were damaged by the rain, please reach out to our customer support team by email, support@palletonline.co.uk, as soon as possible. We're very sorry for any inconvenience caused. Best wishes, PalletOnline

Posted 1 month ago

“I was disappointed that the delivery was delayed and incurred extra cost just becaue the driver could not reach the recipients on the phone. There was parking and the door was open but he drove off without delivering it. So I am not very impressed.”

Helpful Report

Posted 1 month ago

Hello Hugh, thank you for taking the time to write about your experience. First off, I want to say I’m really sorry to hear about the trouble with your delivery, especially as it looks like this is the first time you've used our services. We're all about making sure your items get to you safely and on time, so it’s disappointing to hear we missed the mark. I want to explain a bit about our process, not to make excuses, but to share our side. We need explicit permission from the bill payer to leave a pallet, mainly to make sure it ends up in the right hands and doesn't lead to any issues down the line. Despite our efforts, it seems we couldn’t get through to yourself or the delivery point in time, so the driver had to be turned away; our drivers are on tight schedules and are allocated just 15 minutes for each drop-off and collection, which is why it's so important for somebody to be contactable and on-site ready to greet the driver when they arrive. Unfortunately, our drivers aren't able to leave their vehicles unattended or enter any properties. This is a safety and insurance requirement, ensuring our team and customers are protected. Regarding the redelivery charge, it's something we never like to impose, but it covers the fuel, the driver’s time, and the space used on the vehicle. However, we're eager to make things right, so as a gesture of goodwill, we've just processed a refund for the re-delivery fee. This should be back in your account within 3 working days. I want to make sure you know we're taking your feedback seriously, and we’re looking into how we can make our communication clearer on the confirmation page, and in the booking confirmation email, ensuring all customers know that someone must be available to meet the driver when they arrive. Thanks again for taking the time to write about your experience, Hugh. Your feedback helps us improve, and we're committed to making sure your next experience is up to our usual industry-best standards. Best wishes, PalletOnline

Posted 1 month ago

“Pallet was packed very well, it had plenty protection, I don't know what else I could have done. It was marked fragile all over, It cost a lot of money and yet still got damaged.”

Helpful Report

Posted 2 months ago

Hi Kevin, Thank you for reaching out to us. We're genuinely sorry to hear about the condition of your goods upon arrival. We pride ourselves on the quality and reliability of our delivery service; incidents like this are exceptionally rare, affecting less than 0.01% of our deliveries. As such, we're extremely disappointed that your goods have been received damaged. We want to make things right for you as quickly as possible. Could you please connect with our customer support team via LiveChat or email us at support@palletonline.co.uk? It would be helpful if you could include some photos of the damaged items and your order ID so we can start the claims process right away. We extend our sincere apologies for the inconvenience and are here to ensure a speedy resolution. Best wishes, PalletOnline

Posted 2 months ago

“Great price and on time but item was delivered broken”

Helpful Report

Posted 4 months ago

Hi Garry, thank you for letting us know about your experience. It's good to hear that you were pleased with our prices and quick delivery. We’re truly sorry to hear about the broken item. With a damage rate of less than 0.1%, incidents like this are rare, and we're extremely disappointed that this happened with your booking. If you haven't already, please get in touch with our support team via LiveChat on our website so we can begin the claim process for you. Best regards, PalletOnline

Posted 4 months ago

“Poor communication resulted in unnecessary time off work when pick up/ delivery was cancelled. This affected both seller and buyer…….”

Helpful Report

Posted 6 months ago

Hi Kevin, Thank you for taking the time to share your experience with us - I'm truly sorry for the hassle you faced with the collection. I've looked into this booking and, sadly, on the collection day, we couldn't arrange a small vehicle in your area on Friday, which led to us rescheduling the pick-up for Monday. I'm very sorry for any delay in communication. To ensure your pallets still reached their destination on the date you requested, we upgraded your delivery to a next-day service at no extra cost. I completely understand how frustrating and stressful this situation must have been for you and your buyer - we're really sorry that it affected you both. Whilst we always do our best to meet our customers' date preferences, sometimes factors like traffic or driver/vehicle availability can throw us off track. If you'd like to discuss this further or have any questions, please don't hesitate to reach out. We're here to assist you. Best regards, PalletOnline

Posted 6 months ago

“Booking and payment system is fine.However when actual pick up is due ,things go wrong.No flexibility I informing the pick up of actual time -only could be between 09.00 and 18.00. Sub contractor arrived too late in one day and came with a broken tail lift late the following day.Finally did the pick up at the third attempt. Drop off was ok.”

Helpful Report

Posted 1 year ago

Hi David, Many thanks for taking the time to write your review. I'm very sorry to hear about the delays with your booking. I've checked our systems, and I can see that, sadly, the collection depot were unable to attempt pick up on two occasions. A failed collection can happen for many reasons, including high freight volumes, driver sickness and traffic. In this case, we had issues with our tail lift, which is why we were unable to collect your goods a second time. I'd like to assure you that the network operates superior systems, and incidents like this are extremely rare. To conclude, I'd first like to apologise for the inconvenience these delays have caused you. Sadly, we are unable to guarantee any collection or delivery dates due to the sporadic nature of logistics. A failure due to issues with our equipment happens in a very small number of our bookings, and does not reflect our usual, exceptional standards in any way. Kind regards, PalletOnline

Posted 1 year ago

“Despite detailing the dimensions and weight of our pallet the collection van could not load it through the side curtain without a forklift truck...that the courier did not have. My experience comprised wasting half a day trying to arrange for the pallet to be collected as well as frantically trying to arrange for use of a neighbouring business forklift truck. After the pain of collection, the pallet was delivered to its destination.”

Helpful Report

Posted 1 year ago

Hi Kai, Thank you for taking the time to write your review. I've had a look into this and can see that our website wrongly allowed you to book a collection tail lift. Due to the size of your goods and number of spaces, our tail lifts would've been too small to safely move your pallets onto the trailer. We've recently added two new oversized options, which has caused some confusion with the add-ons at checkout. I'd like to apologise for this, and we are pushing a fix for the error as a matter of urgency. To conclude, I sincerely apologise for the inconvenience this has caused you, and I'd like to stress that errors like this are extremely rare. It's great to see that your goods were delivered last week without any issues. I've also sent you a private message regarding this. Kind regards, PalletOnline

Posted 1 year ago

“Giving them only 2 stars sadly. Our beautiful bathtub arrived intact. But that’s to do with the fact was very well packaged. Tracking was showing the pallet would arrive on Friday and as no mention of the time I had to stay at home all day waiting. Tracking details on their web site not effective as consequence lost a day indoors. I think I will try my luck with a different carrier next time.”

Helpful Report

Posted 1 year ago

Hi Andreea, Thank you for taking the time to write your review. I'm sorry to hear about any delays you've experienced with your booking. I've had a look into this and, unfortunately, the delivery depot were unable to deliver your goods on the first attempt due to extremely high volumes and driver sickness. Logistics is an industry with many moving parts, and high freight volumes as well driver sicknesses can cause delays that are out of our control. Sadly, this looks to be the case in this instance. PalletOnline operate as part of the Palletline network, and we're extremely proud to boast one of the highest success rates in the country. Therefore, it's just as disappointing for you as it is for us when these delays occur. I sincerely apologise for the inconvenience caused on this occasion, and I must stress that this is not a common occurrence. I've sent you a private message about this booking. Kind regards, PalletOnline

Posted 1 year ago

“I booked a collection on a Tuesday, for collection the following day. This did not happen, and the collection was not made until Friday, meaning the goods were not delivered until the following week. This left us trying to explain the delay to a very unhappy customer. We pride ourselves on the level of service we offer as a business, so when a pallet/courier company let you down it is disappointing.”

Helpful Report

Posted 1 year ago

Hi Paul, Thank you for taking the time to leave your feedback for us. It's extremely disappointing to hear about the issues you've experienced. I can see that there were some delays collecting your goods, at no fault of your own. From the notes, it looks as though the depot encountered some scheduling issues which led to the collection failures, and as a result, we upgraded your booking to next-day morning delivery, but sadly, your booking experienced a longer than usual delay. I completely understand your frustration and disappointment, especially when your own customer has also been affected. As the most reliable pallet carriers in the UK, we also pride ourselves on the level of service we offer, and it's very rare for delays to occur with any of our bookings. That's why it's just as disappointing for us as it is for you when things go wrong. Due to the multiple failed attempts at collection, I'd like to give you a 50% refund. This will be back in your account within the next 5 working days, but if you would like to discuss anything else about this booking with us, please don't hesitate to contact our team via LiveChat. We hope that you will give us another chance in the future to demonstrate our usual, industry-leading standards of service. Best Regards, PalletOnline

Posted 1 year ago

“Customer service was excellent, can’t fault them but the delivery company lost my pallet on the delivery day - should have been next day delivery so wasn’t delivered until the second day”

Helpful Report

Posted 1 year ago

Hi Ben, Thanks for taking the time to leave your review. I'm sorry to hear about the issues you've had with your booking. I've had a look into this, and I can see that, from the notes, the depot did have some trouble finding your pallet, however, this was quickly resolved and was not the reason for the delay. It does look as though the driver who was scheduled to deliver your pallet couldn't complete all of their deliveries on time due to high freight volumes. Sadly, some depots across the country are under considerable strain at the moment, and there is a small chance that delays like this can happen. It's great to hear you had a positive experience with our customer care team. We are immensely proud of our team here, and I'm glad we were able to help you and refund the next-day delivery charge, which should be with you soon. To conclude, I'd like to apologise for the issues you've had, and I would like to stress that this in no way represents our usual, industry-best standards. It's just as disappointing for us as it is for you when these things go wrong. I hope that this hasn't knocked your confidence in us and that you use PalletOnline again in the future. Kind regards. PalletOnline

Posted 1 year ago

PalletOnline is rated 4.7 based on 547 reviews