ParcelBee - never ever again

snow

I've booked a delivery with ParcelBee just before the New Year, it was 24h UK service. They picked up my parcel on the 31st December and delivered only on the 7th January - I can't blaim them for that, holidays and snow..I understand.. But now the parcel was delivered and the content is damaged, the damage is shown both externally (like it had been hit badly to the side of the box), and (obviously) internally.. The company offered insurance of £50, which I thought would be fine, though the content costs £80.. But now they just refused to file any claims, because the receiver has not signed the parcel as damaged At work, I receive many parcels delivered by different couriers and nobody ask me to check if it's damaged or not! It's just signature of delivery, no?

The buyer called UPS himself (they delivered it) and they advised him that the shipper should claim the damage, but I can't claim because legally it's ParcelBee who was the shipper.. Does somebody know where do I stand here?

Next time, though, I'll keep clear of this company. As another member said in a parallel tread on PayPerParcel, they are good until you have a problem...

soolin

You'll have to refund the buyer in full while you fight this for a start, but when refunding ask the buyer to keep all packaging somewhere safe as it may be needed if anyone will accept your claim.

I don't use couriers but I'm sure someone will be along shortly who can advise further.

custardy

snow wrote: »

I've booked a delivery with ParcelBee just before the New Year, it was 24h UK service. They picked up my parcel on the 31st December and delivered only on the 7th January - I can't blaim them for that, holidays and snow..I understand.. But now the parcel was delivered and the content is damaged, the damage is shown both externally (like it had been hit badly to the side of the box), and (obviously) internally.. The company offered insurance of £50, which I thought would be fine, though the content costs £80.. But now they just refused to file any claims, because the receiver has not signed the parcel as damaged At work, I receive many parcels delivered by different couriers and nobody ask me to check if it's damaged or not! It's just signature of delivery, no?

The buyer called UPS himself (they delivered it) and they advised him that the shipper should claim the damage, but I can't claim because legally it's ParcelBee who was the shipper.. Does somebody know where do I stand here?

Next time, though, I'll keep clear of this company. As another member said in a parallel tread on PayPerParcel, they are good until you have a problem...

your claim is with parcelbee,you used a cheaper reseller so get no claim from UPS
you need to check parcelbee's T&C's on damage and claims
what was the item?

snow

Thank you soolin, I've already promised the buyer to refund him in full. Just feel so helpless about the claim, they rejected it completely and I cannot file the claim with the UPS itself. Will be a lesson for me in the future, I'll ask all the buyers to inspect the parcel on delivery, though not sure if any will do?

snow

Well, it does not matter £6 or £14 or £30, if they advertise insurance is included in this price? If not, it should be stated that for this price please don't expect any claims if smth is wrong.

According to the UPS, they are the shipper, not me, so I cannot legally file the claim against them. And according to their policy, only the shipper can claim (a receiver can report, but not claim).

ParcelBee was completely useless so far, I offered myself to send them photos and necessary information, but they just rejected even to start the claim process.

After posting here, I did receive a letter from them asking for proofs so they could file a claim, but I don't trust them any more. It's not the customer service I would expect from a shipping company.

Strapped

snow wrote: »

Well, it does not matter £6 or £14 or £30, if they advertise insurance is included in this price? If not, it should be stated that for this price please don't expect any claims if smth is wrong.

According to the UPS, they are the shipper, not me, so I cannot legally file the claim against them. And according to their policy, only the shipper can claim (a receiver can report, but not claim).

ParcelBee was completely useless so far, I offered myself to send them photos and necessary information, but they just rejected even to start the claim process.

After posting here, I did receive a letter from them asking for proofs so they could file a claim, but I don't trust them any more. It's not the customer service I would expect from a shipping company.

Send the proofs then? (Keep a copy obviously).

snow

Strapped wrote: »

Send the proofs then? (Keep a copy obviously).

Just don't see the point now, as they were more concerned about my posting than the claim...Before they just kept referring to their policy. And if you read that policy, there is almost no chance to claim in any case, so what's the insurance for?
But maybe you are right and I just need to have some rest and start the battle again on Monday...

Strapped

snow wrote: »

Just don't see the point now, as they were more concerned about my posting than the claim...Before they just kept referring to their policy. And if you read that policy, there is almost no chance to claim in any case, so what's the insurance for?
But maybe you are right and I just need to have some rest and start the battle again on Monday...

If you don't send, then chance of sucessful claim = nil. If you do send, chance of sucessful claim = some. I know which I'd do.

theonlywayisup

Your contract is with Parcelbee. It is not impossible to file a damage claim if the damage was reported within a reasonable time. The contract with Parcelbee is for you, so you must file the claim.

Refund the buyer.

Ask the buyer to email you photos of the external packaging, internal packaging and item including damage.

Ask Parcelbee for a claim form (don't bother trying to get them to chat about it).

Complete the form, send the photos.

Ask the buyer to retain the packaging until you let him know they have dealt with your claim.

Sit and wait patiently.

* The only downside to your claim could be the value is over £50, some companies will not cover 'up' to £50 if the item was more. So you may have to check their T&C and decide that £50 is better than £0. I have no personal knowledge of Parcelbee, but this is the procedure I carry out with 3 of my courier companies, I ship 150 items plus per week and have not had a problem with 'shipping direct' or 'via agents' (as in your case)

snow

richardginger wrote: »

As per CUSTARDY, WHAT WAS IN YOUR PARCEL?

PS I Have been using them, fantastic if you ask me, but I suppose you can't please everyone.

Fantastic when it comes to delivery itself, but what about solving problems? I sent them numerous letters plus posted here until I had a reasonable response. I'm not talking about pleasing (and I'm definitely not one of those ever complaining customers), just for customer service trying to solve my problem.. It was a stand mixer, though I don't understand what is the difference. It was really not fragile, and I'm still sure I packed it quite well and the box was very strong, though obviously not enough for hitting it..

snow

theonlywayisup wrote: »

Your contract is with Parcelbee. It is not impossible to file a damage claim if the damage was reported within a reasonable time. The contract with Parcelbee is for you, so you must file the claim.

Refund the buyer.

Ask the buyer to email you photos of the external packaging, internal packaging and item including damage.

Ask Parcelbee for a claim form (don't bother trying to get them to chat about it).

Complete the form, send the photos.

Ask the buyer to retain the packaging until you let him know they have dealt with your claim.

Sit and wait patiently.

* The only downside to your claim could be the value is over £50, some companies will not cover 'up' to £50 if the item was more. So you may have to check their T&C and decide that £50 is better than £0. I have no personal knowledge of Parcelbee, but this is the procedure I carry out with 3 of my courier companies, I ship 150 items plus per week and have not had a problem with 'shipping direct' or 'via agents' (as in your case)

Thank you. And do you usually ask you customers to check the parcels and not sign for them if they look damaged?