TNT Direct Reviews 456

DO NOT USE. THEY CANT COLLECT OR DELIVER FOR MONTHS AND ARE COMPLETELY USELESS TRYING TO RESOLVE ANY ISSUES CAUSED BY THEM.

USE UPS/DHL NEVER USE TNT!

Look elsewhere for your delivery service. These are horrendous, disgusting and an absolute failure.

TNT only delivered 5 out 6 boxes and the driver signed the Proof of Delivery + now even though I have offered CCTV proof of this they don't want to view footage and have declared the case closed which has left out of Pocket £800 disgusting customer service!

Booked a collection via TNT direct, collection driver turned up and told me they dont collect gearboxes, then said they do if it was palletised. Rang customer services, rebooked collectoon for the afternoon. They sent the message to the driver at 1.30pm telling him the item had been palletised. He ignored this and didn't turn up, day 1 wasted.
Rang tnt at 4.50pm that day, they apologised and rebooked collection before 1.00pm the next day.
Driver turned up and refused collection, stating it was not in a CRATE!!. Talk about left arm not taking to the right, day 2 wasted. Ended up paying £85 and booking through Natonal Pallets, who turned up at 1.30pm that day, even though I booked it at 10.00am. They delivered the item the next day.
Tnt was not interested in giving me a refund and advised me to go online.
Worse company ever, you have one job, thats delivering items.

I CANNOT BELIEVE the absolutely shocking service I’ve had from TNT.

Firstly, just to give some background – I have family abroad and have been sending them the odd parcel for over 20 years now, using different couriers and Royal Mail. None of what I am about to describe below has EVER happened to me, or to anyone I know, until I made the mistake of using TNT.

I chose TNT because they were cheaper and also they don’t ban dry foodstuff. As I was sending tea, biscuits and stock powder to my mother I figured this would be a good option. I saw some negative reviews but thought, what can go wrong?

Turns out, a LOT.

Things started well: after making the purchase on 29th May and following the packaging guidance carefully, it was collected on the day agreed – 2nd June. This was the last positive experience I had with TNT.

It was supposed to arrive on 5th June. On the 9th June I got an email saying “The operations team has advised that a revised commercial invoice is required” without explaining why this was only being requested now – NOWHERE on the packaging instructions did it say it was required, and they wanted things I have never, ever ever in my life have been asked like “custom tariff codes” for each item?!?! Apparently I had a deadline of to do so “”.

I panicked. I emailed back begging for more details but my email was not answered, to this day. I tried calling TNT and spent 30 mins on hold only to be informed that TNT is not the same as TNT direct and being sent to a live chat. On the live chat I was told the commercial invoice wasn’t required and that TNT “have already sent it to the courier”. Then I was given a link about packaging your parcel, which doesn’t say a word about a commercial invoice. I was also told by the person on the chat “As stated I sent over the invoice, the claims team will email you if we require anything more.”

I did what I could, completed the invoice, sent it. I also made a formal complaint about the frankly shocking, contradictory information and terrible communication but nothing happened.

On the 17th June I was again asked for a new invoice, again used chat to figure out what was needed and told that I need the tariff codes which I then provided. I then was asked to amend the invoice again to reflect exact costs which needed to match the original total value. None of this is necessary, appropriate or expected by ANY OTHER INTERNATIONAL COURIER COMPANY INCLUDING ROAYL MAIL. And none of this was explained to me with packaging instructions OR I WOULD HAVE EITHER USED A DIFFERENT COMPANY OR PROVIDED ALL INFORMATION WITH THE PARCLE.

Then I got another email in July saying they can’t contact the receiver. I spoke to my mum, she had a missed call, no message or information was left. She called them and they wouldn’t speak to her without me sending her all the parcel details. So much for trying to surprise your family with a lovely present  she’s now chasing them around, waiting to hear back.

It’s now overdue by ONE MONTH. Terrible experience and so stressful. I am so upset. And I’d love to see that anyone is doing anything but all I get is identical emails – on 14, 19 and 30th June which read:

Dear…
We're writing to let you know we're still working on your case regarding order(s)…
Kindest Regards,
The TNT Direct Support Team
Case Reference…

Thanks but can you please do more than sending identical emails and actually look at what’s gone wrong here!? Not to mention the strategic lack of a “contact us” option on the website. Shocking shocking shocking AVOID LIKE THE PLAGUE!

AVoid avoid avoid
Doesn’t worth rated with any star 👎🏼👎🏼
1–To start with we arranged with #TNT to pick a 53KG parcel # tow persons to curry
When the driver arrive I thought no way he could move it I offered him to your my trolley to get the parcel Near his van #TNT_NO_health_and_safety
2– tow days later we received and email with photo from the receiver Showing the item shattered and broken
3– try to get hold of #TNT on the phone #08451247365 only to wait for the total of 43 minutes and get no where
In the end we had to deal with CS via Email
4– after few emails back and forth no refund will be made a toilet are not covered under they insurance policy and that #TNT mentions that on their TC which we agreed to #no body reads T&C
So we lost under £200 Plus the stress cause
WE THOUGHT WE FINISH HERE..? No

5– my mobile phone bill has jumped from £46 to £76 when called My phone line company I been told that #TNT has charged me for calling their premium costumer S Number #08451247365 I thought that cannot be real because it didn’t state or clarify that it was chargeable at all
That was the worst experience I ever had with any company and money grabbers ever
Now I’m citing my case with #Vodafone and #TNTdirect

the most worst services i got in my life baaad baad baaad do not use them ever

Don't use!

I'm now £109.55 out of pocket because of this clown company.

Booked collect for Monday no show rebooked for Tuesday even paid again as I had to send it to a different part of county and the send other items from base for engineer to put to get her on site. I ended up having to drive from South Wales to London then to Manchester and the back to South Wales. Guess when tnt turned up Friday yep 5 days late tried to say they call but no card left and no sign on cctv no responses to email for my money back

Booked a collection of a piece of furniture. When the driver came to collect he was quite standoffish to my mother in law, saying that TNT 'don't take parcels over 30kg' which isn't stated anywhere in your T&Cs. Luckily my MIL had already checked this and quoted the correct T&Cs to him. He did eventually take the parcel and we assumed it was all on its way. This morning we received a text from you saying 'we couldn't collect your parcel yesterday. This is usually because you were not in, please rebook the collection' This is incorrect. Again, luckily my MIL is diligent and has all the paperwork to prove he took our parcel, as well as photos of his number plate. Quite disappointed in the attitude of the driver, but also worried now that something has happened to the parcel and the person won't receive it - leaving us out of pocket!

Ordered next day delivery costing £60 to ensure the item arrived. The collection was booked in for the next working day, the item was not collected. Contacted TNT Direct, just to be told we don't know the reason why my item was not collected, which in my view is not good enough when you're paying a high price for delivery. Useless service!

Beware. TNT Direct is not the same as TNT. Its the cheap version (run by parcels2go) so you don't get the same level of support. TNT are great, TNT Direct are useless. There is no phone number and Next day doesn't mean next day. I have it in writing that next day means 2 days, and before 12 noon means before 1730. TNT do the deliveries though, which is good, but TNT direct function a completely different way. TNT direct and bringing the real TNT down.

There is no telephone number to contact customer service! you can only do online chat which is like talking to a brick wall!

Wasted over an hour on online chat for a shipping label for consignment booked/paid online and in the end still not resolved.

Would not recommend to anyone!

Lucky enough I paid through paypal and many thanks to paypal for processing my refund

I booked TNT to collect faux plants on Monday for delivery Tuesday for a Wedding on Friday. No collection Monday, Tuesday, or Wed despite re-booking. No contact to let me know why it hadn't been collected. I paid a little extra to ensure the parcel was collected and delivered within 24 hours. I am struggling already to get a refund, let alone compensation.

Really bad customer service. Booked a courier to arrive on a certain day as they offer that service. Waited n all day only for the courier not to turn up, rang TNT and was told to wait until 18.30 even though the time frame i booked was until 17.30. Finally got through on the TNT direct chat to be told that the collections aren't guaranteed and they will book it for another day! No compensation, offer of a refund or accepting they have done wrong. Awful customer service system and find it very hard to even speak to someone.

firstly this company is not TNT it is parcel2go who act as an agent for TNT as such they have difficulty getting any information when things go wrong .
you cant speak to anyone , it takes ages to get through on webchat
my parcel is still in transit 2 days after is was meant to be delivered and they can't tell me when it will be delivered, i used to think that a company begingin with Y was the worst courier company byt they are amazing compared to this lot, terrible service do NOT use

I dont know how else to title this but TNT can confirm that my parcel left the dispatch for delivery, but didn't get scanned as delivered and didn't return to the depot that evening.

This means that the parcel has gone missing, but they have just said that "sorry there isn't any more we can do".

Why should we have to pay for insurance to stop a company that we've already paid from losing our items?! or in this case, stolen my items.

I am going to report it to the local police and attempt to get them to contact TNT, however as you can't get through to TNT anymore, i have no idea what the police could actually do.

Do not use. Transcript below.
TNT Direct

08:54
Simon

Please use self serve options below where possible or connect to an agent
09:00
Valentina

Hello, you are chatting to Valentina.
09:00
Valentina

Hi Simon.
09:00
Valentina

How can I help you today?
09:00
Simon

I booked this delivery and it was due to be collected yesterday and no one arrived for collection. I took a day off of work to be at home, so would like to know 1, why it was not collected, 2, what time today will it be collected and 3, will it still be delivered tomorrow
09:01
Valentina

I am very sorry to hear this.
09:01
Valentina

Can you give me a minute or two to look into this for you please?
09:01
Simon
ok
09:02
Valentina

Thank you.
09:04
Valentina

I'm really sorry that things went wrong here. Unfortunately the driver has not left record of why the collection failed, so I'm unable to clarify why this happened. Failed collections can happen for a wide variety of reasons. I'd like to check that we do have the right details for you, could you confirm the full collection address for me please?
09:0
09:05
Simon

I have the booking confirmation in front of me and all the details are correct
09:07
Simon

Surly the driver has to give a reason for non collection so the customer can be notified or not through the letter box?
09:09
Valentina

Unfortunately the collections are not guaranteed Simon.
09:10
Simon

my booking reference notes"Your parcel for Stuart will be picked up on 09/06/2020 between 09:00 - 17:30. You will receive a receipt upon collection, and your VAT invoice can be found here.
09:11
Valentina

I do apologies Simon but as advised the collections are not guaranteed as you can see on the details of the service you have booked:
09:11
Valentina

SERVICE DETAILS
We aim for Parcel delivery within 1-2 working days throughout the UK mainland.
Collection and Delivery times are not guaranteed, however our customers currently receive a very high success rate of over 98%.
Collections are between 9am – 5.30pm. We will always strive to collect your parcel the same day if booked before noon (Monday to Friday).
09:13
Simon

This information should be on your front page not hidden in terms and conditions, the detail that is in bold said it will be collected on the 9th
09:14
Simon

I take it that it will be collected today?
09:14
Valentina

It's not in the terms and Conditions Simon but it is on the page quote.
09:16
Valentina

My apologies for the inconvenience caused Simon, would you like me to rebook a collection for today?
09:18
Simon

why would you need to re-book, surly it is booked for collection today if it was not collected yesterday?
09:19
Valentina

The collection has to be rebooked I am afraid.
09:21
Simon

so if it is rebooked is it guaranteed to be collected today or does it revert back to it might be collected it might not?
09:22
Valentina
As advised unfortunately the collection is not guaranteed.
09:25
Simon

So how long can the not knowing when you are going to collect go on for, so if they dont collect today I have to re book it tomorrow and the same for the next day and the day after that?
09:27
Valentina
Unfortunately collection and delivery are not guaranteed as the drivers are manifest a list of jobs for the day and should a problem such as traffic or a collection problem at another address arise it can have a knock on effect to their entire day.
09:30
Simon

This seem a crazy situation, yes can you please re book for collection, but sadly will be the last time i use TNT, i just wished i had read the revues before I booked your company

Dont go for TNT. They dont care about you and customer service is terrible. They didnt collect my parcel. They dont even know reason. You cant communicate with someone there. Only live chat and they just tell you wait. No help! If you for it you will waste your time and it will cost you more!!!

I understand their is a pandemic on, but the website took £270 for a shipment to Mauritius they cannot facilitate, no contact numbers exist to complain only online. After a few hours of messing around and waiting with failed labels, i finally got through to an online helper, who advised they would cancel the shipment and refund the money back to the account it came from. Although a little irked i accepted this, 3 days later i had a credit sent through on account, based on this experience we would not use TNT direct again we normally use dhl who we have accounts with. As such I tried to get a refund through the website to no avail it seemed, as i had been advised they would rectify the error on the website i tried to ship the goods again a week later - same issue. After na hour or so more of online chat they are now trying to refund the 2nd shipment they cannot facilitate but due to value has been passed to management, when this is refunded to prepaid balance they have asked me to contact them again to get a refund. Awful customer service, frustrating systems, and little regard for customers time. One day i hope to get our pre-paid money back!