Courier refund less than value??

JustLittleOldMe_2

Hi, just after some advice as to whether ive been ripped off or not!
I sent a parcel through DHL which i bought through a website (not DHL if that makes sense). The parcel never arrived, so i asked the re seller if i could claim. I told them all the info they asked for. The parcel was worth £45 all in all.
I kept chasing up the refund, and eventually the reply was that DHL would only refund £35 as i didnt list every single item that was in the parcel. He said he could chase them up and ask for the extra £10 if i wanted but i said forget it, as it had been a couple of months and i just wanted the money! So i got a £35 refund, rather than the £45 that the parcel was worth.
Just wondering if DHL refunded £45, and the re seller kept £10, or if DHL would actually have only offered a refund / claim money of £35?
There were various things in the box (it was a bundle of bits)
I don't want to stop using them if they are being honest, and DHL only gave them £35, as i like supporting smaller companies. But i won't use them again if i've just given them a free tener!
Hope someone can help... Thanks

soolin

How did you pay?

Personally small business or not it is still their responsibility to ensure their items are sent with the correct insurance and if you paid by card I would be asking credit card to do a chargeback about now.

JustLittleOldMe_2

It had £50 free insurance, and i paid by paypal, but it was about 3 months ago now

steviebabes

How did they know you didn't list every single item? Have they got your parcel and opened it I wonder. Was the reseller Interparcel by any chance?

cyberbob

Your claim should have been via the reseller not DHL. Resellers Insurance is normally a wee bit different than the carrier. If they were not able to claim properly from DHL it was there problem not yours. I would have kicked up such a fuss at the time. The problem that you have is that you have left it for such a long time to question it

I personally would not use the company again

JustLittleOldMe_2

I claimed straight away, but its been months as they said it wasnt sorted yet, and then about a week ago they said i can have £35, and i accepted a couple of days ago.
It wasn't interparcel,
And i did claim through the reseller

cyberbob

JustLittleOldMe wrote: »

I claimed straight away, but its been months as they said it wasnt sorted yet, and then about a week ago they said i can have £35, and i accepted a couple of days ago.
It wasn't interparcel,
And i did claim through the reseller

Tell the reseller your contract is with them not DHL. So its up to them to refund you via there insurance terms. What DHL say doesn't matter to you.

Check what you were insured for and any clauses

JustLittleOldMe_2

Thanks everyone, ive asked for the extra £10, so hopefully they give it to me. I didnt think about it like that (cyberbob) so thanks for that!
I'll let you know if they refund!

JustLittleOldMe_2

sorry but the claims up to dhl dont work like that if all the information was provide to them they would of had no choice to refund the full £50, may i ask how are we apparently refunded you £45 we only refund what we were ment to from Dhl

This is the reply i got when i asked for the extra £10, as my contract was with them and they guarenteed me £50 insurence. So where do i go from here? Can anyone write a reply out for me please, as im struggling to word it right! Thanks!

JustLittleOldMe_2

Oh and i didnt ask for the full £50, just another £10 to make it up to the full £45 owed. However i cant seem to get my point accross properly! Obviously not too great with words!