Lack of Communication

I am incredibly disappointed with the service I received from Internet Express in relation to a time sensitive delivery arranged by Leroy Merlin.

After Leroy Merlin initially sent the incorrect item for delivery, the correct parcel was supposed to be delivered before a certain day to ensure it could be presented as a bridal shower gift. On the specific day, when no delivery had taken place yet, I contacted Internet Express directly to follow up.

The first phone call resulted in the consultant either putting down the call in my ear or the call dropped for some inexplainable reason. With the second phone call I was shockingly informed that the parcel was not booked for delivery on their system, which could easily be fault on Leroy Merlin's part. The consultant assured me that they would contact the driver to confirm whether the parcel was with them and then call me back with an update. Not only did they NOT call me back, but the delivery never happened at all.

This lack of basic communication and follow-through is unacceptable, especially when handling deliveries that are clearly urgent. Their failure to act promptly and keep me informed contributed directly to my inability to present the gift at the bridal shower, causing significant embarrassment and inconvenience.

Internet Express showed no sense of urgency, accountability, or customer care in resolving the issue. A courier service should be reliable and responsive, and unfortunately, this experience has proven otherwise.

I sincerely hope Internet Express improves their customer communication processes going forward. Based on this experience, I cannot recommend their services.