#Open journalism No news is bad news

Your contributions will help us continue to deliver the stories that are important to you

Support The Journal
Dublin: 12°C Thursday 15 April 2021

Parcel Motel user who received wrong package used Facebook to track down rightful owner

Eleanor O’Farrell had trouble finding her own parcel.

Image: Eleanor O'Farrell/Facebook

A MOTHER who ordered herself items through delivery service Parcel Motel received what appeared to be Christmas presents meant for another user of the company.

Eleanor O’Farrell, from Bray, Wicklow, was waiting on delivery of something she ordered online two weeks ago.

However, when the package arrived, it contained a John Lewis gift bag which she had not ordered.

By using the ‘Bray Open Forum’ Facebook page, she posted the description of what she was sent as well as the name on the parcel. A friend of the intended recipient spotted the post and contacted the woman the package was supposed to go to.

By using the ID number on the parcel, O’Farrell was able to determine that the woman  who was claiming to own the delivery was legitimate.

Speaking to TheJournal.ie, O’Farrell said: “It’s scary. It wasn’t a present for myself that I had ordered. It was a magnesium supplement. I have fibromyalgia so I was trying something else.

“My parents collected my package and didn’t notice it wasn’t addressed to me. I came home and saw another name on it. I emailed them and heard nothing back.

So i got onto the open forum page and put it up and somebody on there said to the girl ‘maybe this is where your package is’.

Parcel Motel stock A Parcel Motel collection point locker in Dublin. Source: Niall Carson/PA

“I’m a bit nervous about giving her the package. I’m a bit nervous that Parcel Motel are going to tell me I shouldn’t have done it. I don’t understand how they’ve gotten it so wrong. It’s all electronic. I don’t know.”

Last week, we revealed that there are significant backlogs for Parcel Motel users, due to what the company described as “unprecedented demand” for their services.

The company, which allows people order products online and have them delivered to a point which they can then access anytime, is experiencing significant backlogs.

Many customers are experiencing delays and, in some cases, have received no package whatsoever.

#Open journalism No news is bad news Support The Journal

Your contributions will help us continue to deliver the stories that are important to you

Support us now

The firm’s social media channels have been clogged up with complaints from those who say the company has not made efforts to contact them when they have inquired where their delivery is.

A statement from the company this evening stated:

“We sincerely apologise to the customers involved for any inconvenience caused due to this incident. Our support team is currently in contact with the customer in question, with her parcel due to be delivered tomorrow, free of charge. We are due to collect the parcel she received in error tomorrow as well, which will also be delivered free of charge.

“Unfortunately this incident occurred due to driver error.

“As part of our terms and conditions, all parcels delivered by Parcel Motel are covered by any theft, loss or damage up to the value of €100. Customers can also avail of an extended liability service “Parcel Motel Protect” which covers up to €1500 in value. Full details are available below.”

Read: €2,500 raised at Christmas fair robbed from Kerry community centre

About the author:

Read next: