Note that this review is more than 6 months old and the company's procedures may have changed considerably since this review was written.
I have never been so disgusted in my life… with being pushed around and being treated like I have no intelligence by being lied to constantly By City Link. I had the driver call me around 4pm on Thursday, telling me he could NOT find my address, when given directions he said he would contact is office to get further advice. I waited and waited and NOTHING, come 5.30pm I called the office and they had informed me they have NOT yet heard from the driver. The parcel was NOT delivered I was told it would be put onto the van for delivery the next morning. As it was my birthday on the Friday and I was up and fully awake with my 2year old I waited and looked out for my parcel and still NOTHING I called the office once again at 10.10am and I was put on hold to only be told the driver had knock and left a card at 9.55am and that I have a brown door! This on the other hand was NOT the case as I have NO card and I have been watching out the window for him! So they told me once again that they will put it on the Saturday delivery between 8am till 12pm I was up at 5am and still no Parcel, its not like I ordered a BMW 4by4 as of now I have to wait until Monday…they will NOT get away with this if I have to take them to court I will! The most frustrating thing is that they have treated me like mat wiped on me and back again. As I have already paid the full £42.00 NOT including delivery for my item and lost 4days off work in the city. I am totally disgusted the fact that they have lied through the whole process I was so fuming when the supervisor had told me he had knocked at my door and I know he very well did NOT I felt sick and shaky which brought on an Asthma attack on my birthday…If the cannot deliver something as simple as my HP AC Adapter and the call the Saturday delivery as urgent I HATE to think what else is for much greater need.

Note that this review is more than 6 months old and the company's procedures may have changed considerably since this review was written.
I thought I might have been just unlucky, but having put 'city link are crap' into Google lead me almost straight here.

Looks like no change on the City Link front, a parcel scheduled for next day delivery 19 Dec 07 well in time for Christmas was delivered on the 3 Jan 08. Contacting the local depot at one point confirmed the parcel was missing and emails to head office still remain un-answered. I'm currently now waiting for a before noon delivery and its 13.50hrs as I type this. Now do I waste several hours tyring to complain direct to City Link, my suppliers shrug their shoulders as they have heard it all before. WatchDog might be interested if enough people complained. Mean while I'm off to call my supplier to try and get city link removed as a delivery agent for me inparticular.... happy city link waiting.

Note that this review is more than 6 months old and the company's procedures may have changed considerably since this review was written.
Having placed an order, I was a bit nervous after reading these reviews. However.....

My order was placed online late on Wednesday evening. Bright and early (8.10am) on Friday morning, a nice CitiLink driver delivered me my parcel. In this instance, very good service, so well done.

Note that this review is more than 6 months old and the company's procedures may have changed considerably since this review was written.
Dear CCL, had i known you were using ICL as a delivery company, i would never ordered from your company, and with future reference i will not place another order with your company, as you may well be online retailer of the year, your delivery services are abyssmal, and i will never use your company again, as i feel paying £243 for goods, and £855 in Lost earnings., makes this a very expensive bare bone system. and i would hope there is nothing needing a return as this probably would cost another £1100 in wasted time, consider yourself lucky you got my money this time, but i will never purchase from your company again, nor i will i be able to recomend your company, if anything i will post this letter in every forum available, as it seems you might be retailer of the year, but you dont care about your quality of service.


Regards
Jason

Cc: City Link
Bcc: CCL Ltd
Re: IKJ 10557

To Whom it may concern, I am writing to complain about the total lack of service received from your company, I have now taken 2 days off, with a 3rd day imminent due to your drivers inability to knock on doors and to deliver my order, If i had knownb CCL used CityLink, i would never made an order with CCL, as this company must be the absolute pits of delivery in existence, I now waited 2 working days for my delivery, with a 3rd one imminent, and at £285 pr day this is now costing me more than a trip top Taiwan to buy directly from manufacturer.

And it is funny how the driver arrives at the same time each time, Friday was 14:46 and Today Monday was 14:43.

I spent last Friday and today Monday 16/04/07 waiting for this consignment, And as I today was waiting with my daughter, and we had no electrical appliances on that would have shut out the noise of a knock on the door, if such a knock had taken place, and I will use my daughter as material witness in claims court, as evidence for City-Link's lack of service, I phoned your company 3 times Monday 16/04/07 on 0208 768 4023, only to be treated rudely and as an invisible, firstly by a woman named ( C..... ) that's was all she wanted to give in name, who refused me speaking to a supervisor, and after giving my name and number she never called back.

After calling asking the to speak with a supervisor, she cuts me off and I repeatedly tried to call back only to get someone else who let me hang on for 10 minutes listening to music until he cuts me off, with no name given, When I do get through I get threatened with the abusive language clause by uttering the words "bloody awful", as this in truth, is your company aspects, as a courier company you are absolutely awful, I feel you are total failure in your delivery attempts and I will not accept any more half hearted insincerities from your messed up company, I will also fax this to the company which the goods was ordered from "CCL Ltd" to highlight your total lack of customer focus, with a hope that you will loose this contract based on your inability to achieve your objectives,

I will also have to involve Mr "R......." or MR T, as he sees himself, a small self important black man with nothing but sawdust between his ears. as he is the manager of the branch in Beckenham, ( he could fight his way out of wet paper bag) and ultimately responsible for deliveries from this depot, and N....... who presented herself as a supervisor with nothing else to say than offering me another day for delivery.
I now feel that my time needs to be compensated, and I will formally take the following people to the small claims court for loss of earnings, as they dont appreciate that most people work for a living,

Mr R......., Branch Manager

Miss(Mrs)(Ms) N........ ( Supervisor)

Having had difficult dealings with company before i now have recorded all phone calls and will present them in the small claims court. as ICL is not fir to be called a courier service.

And my inconvenience caused by your company' failure to achieve its delivery objectives, As I now have to take this matter to small claims court, I will claim against the persons named in this letter and your company and named respondent.

And I can only hope that your company can learn to become more than just another swear word, as city rhymes very well with other words, which I shall not utter, as this probably will make your fax machine cut me off,

Note that this review is more than 6 months old and the company's procedures may have changed considerably since this review was written.
I think this letter just about sums it up.
STRONG COMPLAINT.

I can only conclude that your organisation deliberately messes people about to try to earn money through forced redirections.

Consignment no NIK 12345(as I found out today)

I received "we called today" card in the middle of last week.
The consignment number is completely illegible. Whilst I commend you for hiring safe drivers, basic literacy and writing skills is clearly not a prerequisite for working at CityLink.

As the consignment number is illegible, it is therefore impossible to use the touch tone phone system, which after fifteen minutes of messing around then passed me through to a dead phone line.

So first thing this morning I rang what appears to be (and this is implied by your website) the number for my warehouse. It isn't. It's the number for the call centre in Beckenham.

After 15 minutes on the phone, this is what I managed to ascertain from chatting to Malcolm (very civil and polite, ultimately extremely unhelpful):
1. CityLink does not consider it important that their delivery staff can write because they have to do 70 to 80 deliveries a day. (I fail to see the connections) This is what was said to me by your call centre. I would have thought that if you telephone system relies upon correctly entering a number then basic literacy skills are necessary.

2. Despite what is said on your website, Malcolm refused to put me through to the warehouse, citing computer systems, call centres and other such usual unhelpful excuses.

3. Malcolm tells me it is impossible to hold the package at the warehouse for a few more days, citing computer issues

4. I am told it is impossible to redirect the package to me at work and that in order to do so I need to go back to the vendor and pay them to redirect (more business for you, despite the fact that if your driver could write this would never had happened)

So, in summary, I am being told by your call centre that even though all the problems here are down to CityLink that I am expected pay extra to make up for failings at your organisation

* Illiterate staff
* Phone lines that do not work
* No contact with warehouse (despite the website offering local contact there is none)

I would have thought that given the inability of your delivery staff to write a five-figure number coherently, that your phone system cuts people off and that your website actually tells lies (about contacting the warehouse) that the least you could do is arrange to have the package delivered to me without any additional inconvenience or demonstrations of idiocy.

The lack of help offered to make up for all the obvious failings is quite simply astonishing. The excuses from the call centre don't get past a former Royal Mail employee either.

I look forward to hearing from you.
Await your comments, but feel free to call me on 0800-why-do-I-bother to discuss.

Note that this review is more than 6 months old and the company's procedures may have changed considerably since this review was written.
Being a driver operating out of Southampton Depot I read with interest some of the comments, negative and positive and would like to add the real story. Can't speak for the rest of the country but I can say that Southampton Depot Customer Services never treat customers badly. True, there are some real crap drivers that say a card is left when they have not attempted to deliver but in general this applies to all delivery and courier companies. If City Link found out that this has happened the driver would face a discipinary but it is very difficult to prove. Last month City Link Southampton delivered 46000 packages and only 5 failed deliveries; this is fact and is why we are the 2nd best depot in the country. I also not some people are unhappy with travelling to collect their parcels. This is unfortunate but unavoidable, you cannot have a City Link every 2 or 3 miles. This is especially annoying if you live in the rural areas but it is better than having your parcel dumped on the doorstep for someone to steal. It should also be noted that you need to package your items properly - don't blame us for poor packaging. The items are never thrown around our depot and are always treated gently. Sure, just like any other company there are dodgy drivers that think they can steal other peoples property or just simply couldn't be bothered to deliver the item but City Link are not alone in this. This type of person should never be allowed to work as a driver for any company but it happens.... Also I would like to point out you need to address your items properly - No Po Box numbers etc..wrong postcodes...old address details. Its not just our fault sometimes. So please do not slag off City Link. In our depot there are some hard working drivers who spend 12 hours on the road making sure every parcel gets delivered on time, every day, 5 1/2 days a week - even reattempted calls on the same day to give you the best service that we can give - a reliable, trackable and cheap service for all.

Note that this review is more than 6 months old and the company's procedures may have changed considerably since this review was written.
i have read some of the negative reviews of city link and find them to be unfair! i am sure all these people writing the reviews are great at their jobs and never make a mistake,when you have 40+ vans with on average 80 deliverys and 8 collections per day the odd mistake is surely forgivable, as for the customer services, how would you like people calling every day to shout abuse because they were not in(is that the drivers fault??) i have never had a problem with the service and would use city link on any occasion.

Note that this review is more than 6 months old and the company's procedures may have changed considerably since this review was written.
3 products from 3 different companies were not delivered to me. 2 of them I collected myself from 5 miles distance branch, 1 was returned to the sender before I was aware of problems with delivery. I have never received any cards in my door either.

Note that this review is more than 6 months old and the company's procedures may have changed considerably since this review was written.
Today my partner waited all day for a delivery that should have come with I.C.L but guess what it did not come. the van was seen it come along the road in front of my house into a drive opposite then turn around and drive off there was no attempt to even deliver the parcel, i have contacted the company who use icl to tell them about what has happened today and they are ringing me tomorrow.

I have read what some of the drivers of icl say and yes there are some good drivers but also bad ones and the bad ones should not be employed by icl if they are not going to even attempt to deliver the goods.

Anyway after my partner taking a day off from work for nothing waiting for something that did not turn up as arranged since sunday , so tomorrow i will take the day off to see what happens but told the person who i phoned at icl if it is not delivered tomorrow to send the parcel back to the company i had ordered it from.
So it remains to be seen i let you know what happens.

Note that this review is more than 6 months old and the company's procedures may have changed considerably since this review was written.
City link are currently going through a period of change and not for the better. They are making sweeping redundancies for their admin and customer services staff. Everyone in Plymouth and Exeter trying to phone their local branch will speak to Cardiff! the problem there is they put a message on the system for the local branch which doesn't get looked at in time. So if you ask them to leave a parcel in the depot for someone to collect, the message isn't read until the parcel has already been put on the van the next day. Nobody in the company who schedules the driver deliveries is aware that there is a law called the domestic driver rules (UK) which limits the amount of time a driver can spend driving (10 hours per day) and total working (11 hours per day). This is breached daily and drivers are exhausted and put under a great deal of pressure to make the deliveries - losing bonus payments if they card an address. I'm sure that VOSA and the Department for transport will be interested in that! I used to work for city link and left because of their working practices - handy tip - don't mark a parcel as fragile! They usually get kicked around the depot. The company I currently work for used to use city link at over 200 depots throughout the UK - when over 60 per cent of our parcels were late, damaged or lost - we went to UPS and have never been happier. They turn up when they're supposed to and the vans and drivers are always immaculate. It doesn't help when hardly anyone at the central hub in city link can't speak or write english - so how are they supposed to read the labels!!