Manager response

Hi Aarna, thank you for your wonderful feedback. We're thrilled to hear that you're enjoying the amenities, interiors, and facilities, and that our team has helped make your experience such a positive one. We're also pleased that you've found the area convenient and welcoming. Thank you for your feedback regarding the loading area and parking, and we're glad our team has been able to assist with any questions or issues you've had. We really appreciate your recommendation and are delighted to have you as part of our community.

Manager response

Hi Megan Thank you for leaving another review regarding this situation. As mentioned in our response to your previous review, we are sorry to hear about the issues you have experienced with your parcels and appreciate that this has been frustrating for you. We would, however, like to clarify our procedure for parcels addressed to former residents. In previous instances where parcels have been delivered for individuals who are no longer residents, our staff have returned these to the courier as soon as possible. Unfortunately, we do not have the storage capacity to retain parcels for former residents, particularly over an extended period of time. Where possible, our staff will attempt to stop the courier from leaving parcels addressed to former residents and ask them to take them back. If a parcel is nevertheless delivered, we request that the courier takes it back when they are next on site. This is the procedure we have followed with parcels addressed to former residents in the past. We have had former residents contact us directly after becoming aware that parcels had been delivered, and they have subsequently arranged a suitable time to attend the property and collect them. We did not receive such a request from you and therefore were not aware that you were expecting parcels to be retained at the property. As you moved out approximately two months ago, we simply do not have the capacity to store two months' worth of parcels for someone who is no longer a resident. For this reason, we have required these parcels to be returned to the courier. For clarity, our parcel policy is displayed outside the parcel room and states: “While we will make every effort to store your parcels safely, we cannot be held liable for any direct, indirect, or consequential loss arising from accepting deliveries on your behalf. This includes parcels that are stolen or damaged due to circumstances beyond our control. Deliveries for individuals not named on the tenancy agreement cannot be accepted.” We would also like to say that we are genuinely saddened to read your comments, particularly as we had a great relationship with you and Bailey the dog during the two years you lived at Pall Mall Press. It is disappointing to hear that you feel this way about our staff, and we certainly would not expect or condone any member of our team opening or removing the contents of another person's parcel. We hope this provides some clarity around the situation and the procedures we have in place. Thanks, Pall Mall Press