Loved by Cross-Border Shoppers
4.9★ from 738 Google reviews.
Showing 1–7 of 7 written reviews (2 more are star ratings only)
“They received and scanned my mail then lost it. I drove down and waited an hour for them to tell me they had no idea where it was and this "rarely" happens. They also charged me for receiving it.”
Response from In Out Parcel
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Tucan, you are correct that we received and scanned your letter, but were unable to locate it when you came to pick it up. That was a staff error, and we sincerely apologize for the time and inconvenience this caused. After you left, our entire team continued discussing what had happened, retracing the handling of the item, and searching for it. The letter was located approximately one hour later, and we contacted you once it was recovered. As part of our effort to make this right, we added five complimentary package-receiving credits to your account and placed the letters in a self-serve locker so they could be accessed 24/7. You had selected USPS for the forwarding. However, our staff team proactively upgraded the shipment to UPS at our expense because we wanted to ensure the item had tracking and proof of delivery. The shipment was sent the day after your request and was delivered two days later. We recognize that locating the letter afterward does not undo the experience you had when you came to our office. However, we took the issue seriously, continued investigating after your visit, located the item, provided five complimentary receiving credits, and took the additional step of upgrading the forwarding shipment so its delivery could be tracked through to completion. We apologize again for the service failure and appreciate the opportunity to correct the situation.
“attitudes used to be yes sir right away sir, now its we'll get to it when we get to it buddy.... serious dive in quality control, used to be 5 star service now 0 star”
Response from In Out Parcel
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Thank you for telling us this. Being made to feel like "we'll get to it" isn't the service you've come to expect from us, and we're sorry. We weren't able to match your Google name to an account, so we can't see which visit this was, and we'd like to. Please email support@inoutparcel.com with your customer ID and roughly when you came in, and we'll look into it personally.
“Drove about 45 minutes to this location for the first time after receiving an email that I had a package available for pickup. Wasn't expecting anything at this specific facility but after checking the details they provided in the email, it lined up with an amazon purchase that I recently made (same delivery courier, shipment date, delivery date, and the weight matched up). Once I got there I paid at the terminal inside but noticed an error which prevented me from opening the locker. Ended up talking to the front desk person and after some verifying it was realized that they incorrectly filed the package using my details. Now, I could have probably avoided all this if I was more diligent but the tracking details received from their notification email seemed to be too much of a coincidence and I drove all the way down anyways thinking that I just made a mistake and chose the wrong address. On the other hand, this could have also been avoided if they were more careful with inputting packages in their system so it doesn't get linked with an inactive account. This location is also fairly out of the way for me which is why I usually ship to Blaine, where things have always been smooth sailing. The low rating is because I've been using these types of services from other businesses for years and never dealt with a mistake like this and also, it didn't really seem like they were very apologetic or interested in making things right. Kind of felt like they were pushing the entirely of the blame on me because of some comments made. A kind gesture to show that they acknowledged their mess up would have been much more appreciated but I was just left feeling dumb and out of some time and gas money. Would have loved to give them another chance but the vibe I got made me feel like closing my account would be the better option to avoid such potential future mix-ups Edit: Firstly, I don't see how amazon would make that mistake? It seems much more plausible that it was either input into the system incorrectly with the wrong ID #, or the person who the package actually belonged to wrote their customer ID incorrectly. Either way, that doesn't fall on amazon. If the latter was the real reason, then how was it immediately determined that my ID had no packages ready for pickup when I first approached you at the front desk? I clearly remember you stating that my ID and the one the package was supposed to be linked to was the same first four digits but the last digit was different. I don't see how that could be determined so quickly if the ID was written incorrectly and the package was already put away in a locker. The names on the label would also not match up in this scenario, and further, looking at my customer ID, you would have been able to notice this. I'd also like to point out that this was not corrected before I reached the facility. According to the tracking and emails I received, the package was delivered at 11:32 AM, input into your system at 12:37 PM, and the first time I received any notice about the mix-up was after I had already arrived and made payment at 1:44PM. This email was received immediately after the payment receipt confirmation. I appreciate the response but I don't appreciate the lack of honesty. It seems again that there is a lack of accountability and the blame is being shifted.”
Response from In Out Parcel
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Hello Abdul, I am again very sorry for this mix up! We did input the correct number that was on this package, unfortunately Amazon shipped it to an incorrect number, which happened to be yours. We corrected this issue within the hour of receiving this package and sent you an email to let you know that it had been corrected, but unfortunately, I think you were already driving down. I did let you know at the time with me at the front desk that the error had been made, and also apologized for it. I am sorry that I was not able to help you further, I wish the package had been delivered to our location. I would've preferred to give your shipment! Sorry again! Angela -------------- RE: Edit Hello again Abdul, So sorry again for this mix-up, the package was incorrectly labeled with your customer ID. I had let you know that the number on the box was assigned to your account but was intended for the other client. When packages are processed, they are processed by the customer numbers on the box. For this reason, the error was made and you were notified incorrectly that a package had arrived for you. I am also sorry that this was not caught sooner before you began your drive to our location. Once the error had be made aware to us by the other customer, we corrected the error and released the package to the owner. I am sorry, in hindsight, I should've called you directly at the time the incident had been reported to us. For the future, I will make those efforts if I am met with a similar scenario. I am happy you took the time to share your experience with us and others. I will work towards making improvements in the future. I appreciate that you took the time to voice your thoughts, good or bad. I am certainly not putting any blame on you; you are absolutely a victim in this situation. And for that I am sorry. I wish your parcel had also been delivered here, so I could've given it you. I much would've preferred a happier ending to a poor situation. If you would like to discuss this more, please feel free to call me 778-381-8880. If you have any thoughts for what I can do to make this better for you I would love to hear you! Regards, Angela
“Used to be my fav place. Until I was verbally assaulted by a white male consumer today. That consumer was friend with some staffs here, so no one tried to stop him. I don’t feel safe coming back anymore. Do not recommend for any minority group.”
Response from In Out Parcel
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Hello Mandy! InOut Parcel takes Customer Safety as Primary concern. Security video is present 24/7. At this time nothing was reported to the Staff, and the Staff did not hear any disturbance. Security video can and will be reviewed. Please give us a call, we would love to talk with you about this. If you were verbally assaulted or felt uncomfortable at any point we should be notified. If another customer has done something to assault you in anyway we would want to know. Please let us know so we can take action, we want all customers to feel safe at all times. I hope you reach out, our number here is 778-381-8880. I have tried to call but your phone is not accepting calls at this moment. We are extremely sorry to hear you felt "assaulted". Please reach out to us in order to help understand and possibly resolve the issue. ------------------------------------- Hi Mandy, Thank you for bringing your concern to our attention. We take allegations of verbal abuse very seriously, and I have reviewed the video footage from the self-serve lockers on January 19th between 12:12pm and 12:22pm, during the time you picked up your six packages using a foldable basket cart. Based on the video footage, I did not observe any signs of verbal abuse or inappropriate behavior from either party. The only human interaction you had was with another customer when you pulled your cart toward the locker and were in the same area as the other customer. I have interviewed my staff team, and they did not hear anything unusual during your visit. Please note the video footage I observed does not record Audio. Thus the importance that we be able to hold dialogue on what may have been said to you verbally the camera does not pick up. We understand the importance of ensuring a safe and comfortable experience for all of our customers. During your visit, there were two male and one female staff members present at the location who would have been more than willing to assist you had you reported any issues to them during your pickup. We apologize for any negative experience you may have had. I have attempted to contact you via phone multiple times, but it appears that you have blocked my calls. If you would like to discuss this further, please do not hesitate to reach out to me directly via email or phone. Sincerely, Dave/Owner
“Sent a package there with 2 items inside. Buyer claims they only received 1. Not a safe place to ship ebay items.”
Response from In Out Parcel
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When we forward packages to our customer, we do not open or repackage the box unless specifically requested by our customer via email (hence we would have records of the request). The discrepancy in product count is a conflict between you (the seller) and our customer (the buyer). A matter that is best handled on the eBay platform.
“They mishandled several of my packages, several times. It even involved the owner Dave who didn't seem to care at all that his employee made a blundering error and was also rude about it. Avoid these guys.”
Response from In Out Parcel
Hi Peter, Sorry for the experience. I have difficulties locating your account within our system with the name "Peter Jennings." so I am uncertainty what the error could have been. Please reach out to us with your account information and we can figure out what went wrong! Cheers, Rob.
“Literally *gave away my package* two days ago. Still waiting for a resolution. First offer was to "waive the $3.75 package fee". Really? You're going to compensate me with $3.75 for giving my package to a random individual the same day that it showed up and expect me to be perfectly ok with it??? Sounds legit....... right. Will update this post when they decide what they'd like to do about it. Really, I just want the audio equipment that I ordered for my trip. Initially I opened an account here because of the high Google review rating. I know I may be the outlier, but please realize that they are handling this *extremely* nonchalantly and the boss hasn't even called me yet. Everyone else, just as I would have, has given them a high mark based on not having a problem. My review is based on the way they are HANDLING the problem. Their only job is to receive a package and have it waiting for someone, which in this unfortunate instance has not happened.”
Response from In Out Parcel
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Hi Zac, Sorry about the mishap. This issue has been successfully rectified and we noticed you have successfully retrieved your parcel from our locker system on Oct. 30, 2015 (same day this review was written). We hope you are satisfied with the resolution and if you have any further questions or concerns, feel free to contact me and we can speak. Best, Rob
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