City Link: Customers accuse couriers of losing orders over fears gifts would not arrive in time for the big day

Christmas delivery panic! Scores of City Link customers accuse couriers of losing orders over fears gifts would not arrive in time for the big day
City Link under fire as customers go online to voice their anger
One claims armchair for father, 85, will not now arrive until December 28Comedian Charlie Higson says his son's present was 'lost' by the firm
Company pledges to work round clock to deliver all orders by end of today

|

UPDATED:

20:54 GMT, 24 December 2012

Scores of shoppers were today left fearing they would not get their presents in time for Christmas Day after accusing one of the UK's biggest courier firms of losing orders and delaying deliveries.

Customers have gone online to voice their anger after experiencing a spate of problems with City Link, with some saying they will not now be able to give their gifts to loved ones tomorrow.

City Link describes
itself as a 'market leading service provider of guaranteed Next Day & Timed delivery services' but has admitted receiving 'unprecedented levels' of orders over the festive period.

Established in 1969, it now operates over 2,500 vehicles and has an annual turnover of more than 300million.

Under fire: City Link, one of the UK's leading courier firms, have been accused by shoppers of delaying deliveries, providing confusing information and poor customer service in the run-up to Christmas (file picture)

Under fire: City Link, one of the UK's leading courier firms, have been accused by shoppers of delaying deliveries, providing confusing information and poor customer service in the run-up to Christmas (file picture)

Pulling out the stops: City Link said it was working around the clock to fulfill its 'Christmas promise' to get all orders delivered by the end of today (file picture)

Pulling out the stops: City Link said it was working around the clock to fulfill its 'Christmas promise' to get all orders delivered by the end of today (file picture)

On its website, the firm boasts that it provides 'high quality, flexible and innovative service solutions across the UK, Ireland and Worldwide'.

Among the disgruntled clients was comedian and author Charlie Higson
who says his son will not be getting one of his presents after claiming
it was 'lost' by the firm.

One customer claims that an armchair for her 85-year-old father won't now arrive until December 28 when it should have been delivered 10 ten days earlier.

Another said they will have to buy a replacement present for their mother and plans to send the bill to City Link.

Up in arms: Comedian Charlie Higson (pictured) claims his son's present was 'lost' by City Link

Up in arms: Comedian Charlie Higson (pictured) claims his son's present was 'lost' by City Link

Unsatisfied customer: Mr Higson left this and a number of other disparaging comments about City Link on his Twitter feed

Unsatisfied customer: Mr Higson left this and a number of other disparaging comments about City Link on his Twitter feed

'Worst business in the UK': Joanne Taylor claims to have suffered a similar problem

'Worst business in the UK': Joanne Taylor claims to have suffered a similar problem

Meanwhile, one Twitter user claims he spent 25 minutes on an 0844 number trying to chase their delayed parcel without success.

Another said their new camera was left on the doorstep for three hours despite claiming they had not signed for it.

City
Link said it was working around the clock to ensure it stuck to its
'Christmas promise' to have every order delivered by today.

A spokeswoman later said all parcels that had left the depots today had been delivered by 5.30pm.

Mr Higson, who made his name on the
Fast Show, tweeted: 'Can't wait to see my boy's face at Xmas when he
unwraps his gift only to find a card from @CityLink saying We lost your
present, get over it.'

Joanne Taylor claims she has suffered a similar experience, tweeting: 'The award for absoultely worst business in the UK goes to @CityLink. Thank you for losing an important Xmas present.'

David Lloyd, a wildlife photographer from Ealing, west London, said he
ordered computer equipment from Amazon – one of City Link's major contractors – using its Prime service, which
guarantees next-day delivery.

Furious: Sonia Carter is one of many customers who have taken to Twitter to coice their anger at City Link

Furious: Sonia Carter is one of many customers who have taken to Twitter to coice their anger at City Link

Disappointment: Despite City Link's promise that every order will be delivered by Christmas, some customers claim theirs won't be

Disappointment: Despite City Link's promise that every order will be delivered by Christmas, some customers claim theirs won't be

Not impressed: Connaire McGreevy vents his frustration after ordering an item from Amazon, which uses City Link for many of its deliveries

Not impressed: Connaire McGreevy vents his frustration after ordering an item from Amazon, which uses City Link for many of its deliveries

Hanging on the line: One customer posted this picture of his phone home screen which they claim shows the time they waited on the phone to City Link's customer services department

Enlarge

City Link's Twitter feed

Hanging on the line: One customer posted this picture (left) of his phone home screen which they claim shows the time they waited on the phone to City Link's customer services department, while the company (right) has been fielding complaints and trying to reassure customers on its own Twitter feed

But this morning he said he was still waiting for his packages to arrive.

He told
MailOnline: 'City Link have failed to deliver on Friday, Saturday,
Sunday, and so far today despite GUARANTEED delivery for Friday.

'I cannot be expected to remain indoors for a delivery for four days running up to Christmas.

'Not only have I paid for a premium delivery service, I have also paid at least 25 to CityLink to their help desk.

'They have not helped and their
promised delivery for Saturday did not eventuate. The help desk said
they would check on my parcel but did not.'

Amazon's distribution centre in Miilton Keynes. The company uses City Link to deliver many of its goods

Amazon's distribution centre in Miilton Keynes. The company uses City Link to deliver many of its goods

He claimed the tracking number he was
given told him his item had been successfully delivered to an address in
Suffolk, not his London one, eleven days prior to ordering it.

He added: 'It is now impossible to get through to their switchboard yesterday or today.'

A message posted on the company's Twitter feed last week said it had experienced 'unprecedented levels of volume, way in excess of forecasts.'

But it said it will 'endeavour' to keep to its Christmas promise to have all orders delivered by the end of today.

A spokeswoman for City Link told MailOnline today: 'All the depot floors were clear this morning so all items are out for delivery today.'

Later, at 5.30pm, she said 'everything' had been delivered.

She was not able to say how many people had been affected by delayed deliveries.

A spokesman for Amazon said: 'We work with a variety of carriers to deliver the many millions of orders that we dispatch on a weekly basis.

'Amazon measures itself on its ability to deliver items by the estimated delivery date we provide customers and the delivery performance is very strong.

'We take all customer feedback on board, actively monitor the performance of our carriers and make improvements in order that we can provide an even better service in the future.'