royal mail has lost my package

MCMitten

I missed a delivery of a parcel so the postman put a card through the door for me to collect it the following day. I went to the office but they couldn't find it! Finally it transpired that after leaving the card at my house, the postman went on to crash (and write off) the van (postie was OK). They apparently emptied the van, but they think they've missed my parcel. Unfortunatly the package contained a specialised stone paint (which cost £35!) and I needed it for this week!! :mad: They are trying to get someone to search what's left of the van (which is now in Glasgow) but the postal strike is making it difficult to get anything done quickly. Does anyone know if I am entitled to a refund/compensation if they can't find the package because not having the paint has ground a hault to my DIY and i've only got this week off work to get it done!!!:(

ihatecaptcha

It's the seller's responsibility to make sure you receive what you ordered. Also the seller's responsibility to take it up with Royal Mail and request compensation if the parcel doesn't turn up and they have to send you another.

You should get the parcel or a replacement eventually. That's really bad luck if it wastes your week off work.

MCMitten

Unfortunately the seller is as much use as a chocolate teapot!! When asked when the package was posted the reply was (with a sigh) 'sometime last week'. When I asked which day last week she got quite annoyed and said she would have to check back through the paperwork for that information. She said she has never experienced this before (well neither have I!!) and there was nothing she could do, so she suggested I take it up with Royal Mail!

ihatecaptcha

michele_stewart wrote: »

Unfortunately the seller is as much use as a chocolate teapot!! When asked when the package was posted the reply was (with a sigh) 'sometime last week'. When I asked which day last week she got quite annoyed and said she would have to check back through the paperwork for that information. She said she has never experienced this before (well neither have I!!) and there was nothing she could do, so she suggested I take it up with Royal Mail!

But I believe she is wrong, there is indeed something she can do. She has (presumably) accepted payment and not supplied the goods. It's not your problem. Write to her, stating that you have not received what you paid for and you want to cancel the order under the Distance Selling Regulations which allows the buyer to cancel at any time up to 5 days after receipt of the goods. As you have not received the goods, you can cancel. If she refuses to refund your money, contact Consumer Direct/Trading Standards and ask them for help in enforcing your rights under the Distance Selling Regulations.

Then order the paint from a different supplier.

Note that the above is my understanding of the law but I am a mere consumer like yourself. Consumer Direct can give you official advice.

MCMitten

Thankyou, will see what transpires tomorrow. Hopefully the paint is in the mangled van hiding under a seat! Unfortunately it is a specialised paint and I can't seem to find anywhere else that stocks it, so I think i'm stuck with the unfriendly woman! P.S Yes they've already had payment for the goods.

ihatecaptcha

michele_stewart wrote: »

Thankyou, will see what transpires tomorrow. Hopefully the paint is in the mangled van hiding under a seat! Unfortunately it is a specialised paint and I can't seem to find anywhere else that stocks it, so I think i'm stuck with the unfriendly woman! P.S Yes they've already had payment for the goods.

Who is the manufacturer? I'm not knowledgeable about paints myself but someone else may be able to suggest a supplier.

custardy

in this case you may get compo direct from RM since you had an attempted delivery
i would call RM CS and enquire about compo and /or pushing them to inspect the van

MCMitten

Spoke to manager of company and they're sending out more paint by courier, so I should get it today:j
The manager of the local sorting office is going to Glasgow today so he's going to personally search the van cause everyone else is on strike! The company are going to deal with RM to get re-embursed for the lost parcel or get it back.

Thanx to all for advice!!:T

vicshippers

You should name the selling company - that's pretty good customer service!

MCMitten

Well 7months have passed and yesterday morning 1/2 a battered looking package turned up!!!!!
There were 2 tins of paint originally in the order and one of them (in a very mangled box) has arrived.
Well done Royal Mail- better late than never I suppose:T