Parcel2go.com Loss claim problems

phjnj

Hi folks

I claimed from parcel2go.com for a lost item, however, the claim was made on the 31st December, the first day they knew the item was lost.

The item was collected on 1st December, I contacted them on 21st to be told it would be redelivered on 24th. On the 31st I checked it was redelivered, they then stated it was lost, gave me a claim form and I posted back imediately.

The claim form clearly states that claims should be made by the 28th day after collection, but they wern't aware of its loss until 31 days!

Needless to say the loss claim got rejected. I wrote to the Managing Director, and got an email offering £50 of credit on parcel2go.com. The item sold for £60 plus £9.99 p&p

Should I take this claim to the small claims court (at a cost of £25) or accept?

Any body else had problems?

thepedestrian

phjnj wrote: »

Hi folks

I claimed from parcel2go.com for a lost item, however, the claim was made on the 31st December, the first day they knew the item was lost.


Any body else had problems?

never had a problem with them yet ( touch wood ) but just paid for large item to be picked up by DHL thru them 20 mis ago ( fingers crossed ! ):o

DJFearRoss

Parcel2go are a courier broker and when problems occur it is difficult to know who to really blame, them or the courier. I've booked many deliveries with them with little problems.

However, if you ever have to put a 'claim' in with Parcel2go, you will be no doubt encounter the usual cheap tricks to enable them to wingle out of payment. They are so well known now but still do this with every claim possible.

My story and I'm not alone in this.....
I sent two boxes to Malta to my customer. One box went missing.

Parcel2go was little help in locating the box and even said they had found it at one point. Again, I don't blame them for this as they are only passing on information provided by the courier, so possibly not their fault. I was told to wait before putting in a claim as Parcels could not be classified as 'lost' until after a period of time. (even if they have no idea where it is!)

A few days later after chasing, they told me I would have to put my claim in quickly as else I wouldn't be able to claim.

I checked their website and sent all the relevant but pointless information that they requested, even sending information back that they sent me. I also added an 'important' note that if they are missing any information to contact me immediately and I will send it, rather than you rejecting my claim (which i read they do alot). This was sent via Royal Mail Signed For (i'm not stupid). This was in early October 2009.

Later after chasing again, a day before the deadline, they said I failed to provide all the relevant information (like clockwork..) and they asked me to email it to them! Email? Why not say that in the first place? Anyway, sent ALL information again to the email address.

Again I heard nothing. Several (i mean 'many') emails later I get a response to acknowledge they 'recieved my claim'. really!

I chased again and again... finally told they are waiting to hear back from the courier. Obviously, they are waiting to get their money from the courier and pass me on a bit. This is the bit that annoys me, Parcel2go will only give you a refund if they get one from the courier. Even if you follow Parcel2go's claims procedure to the letter and do everything they ask, they will NOT honour your claim until they get their money from the courier.. which is nothing to do with you.

To cut a long story short, I continued my persistance... many emails and "3 months later"... I eventually get a cheque for £100!

The delivery alone for the missing box to Malta was £75! So, really i've only been given £25! I paid extra 'insurance' luckily so I could claim upto £100 when i booked the parcel, else it would be £50.

So I paid £75 for a delivery which never happened and Parcel2go feel they don't have to return this money to me and they only have to pay for the contents. They are a delivery company and didn't deliver.

If you walked into a shop and paid £75 for something but never got it would you be happy?

MrGumby

I've had many problems with them, including two smashed items and several failed collections and deliveries. To be fair, the problems have been down to DHL as much as much as P2G, but, contractually, responsibility lies with P2G, and they build barriers to hide behind, shirking their responsibilities, even trying to evade their legal responsibilities.

Also, be warned - if you pay credit into your account, you will lose out, in the end. They won't let you part-pay with credit, but nor will they let you top up by less than £20. So, let's say you have £5 credit left and the minimum fee for a delivery is £7; you have two options, if you want to stop doing business with them: (1) write off your £5 (2) top up by £20 and book several more deliveries with them...but eventually you'll be back in the same position, with a credit balance that isn't enough to pay for a delivery.

Actually, if you press them, they'll offer to refund the credit, less 5%. To date, my refund hasn't arrived.

I now avoid both P2G and DHL.

I haven't placed a lot of business with them yet, but, so far, do like the Interparcel/UPS service and especially the Parcelmonkey/Citylink service. The latter is a 'next-day' service at an excellent price, and I've found Parcelmonkey customer service very responsive (although they don't provide a phone number - service is by email).

cyberbob

DJFearRoss wrote: »

Parcel2go are a courier broker and when problems occur it is difficult to know who to really blame, them or the courier.

That makes no difference. If you book via a broker and a problem occurs you go to the broker and make any claims via them. You paid them for the service so they are responsible for sorting any problems.

Strapped

phjnj wrote: »

Hi folks

I claimed from parcel2go.com for a lost item, however, the claim was made on the 31st December, the first day they knew the item was lost.

The item was collected on 1st December, I contacted them on 21st to be told it would be redelivered on 24th. On the 31st I checked it was redelivered, they then stated it was lost, gave me a claim form and I posted back imediately.

The claim form clearly states that claims should be made by the 28th day after collection, but they wern't aware of its loss until 31 days!

Needless to say the loss claim got rejected. I wrote to the Managing Director, and got an email offering £50 of credit on parcel2go.com. The item sold for £60 plus £9.99 p&p

Should I take this claim to the small claims court (at a cost of £25) or accept?

Any body else had problems?

Neither, write back to the MD thanking him for his offer but you would prefer a full refund of contents + delivery in £££s.

Former_MSE_Alana

Hi,

We have received this response from Parcel2Go:

"Hi Phjnj,

Firstly please let me express my sincere apologies for the loss of your parcel I can assure you this was never our intention for this to happen, generally only 0.04% of parcels we send result in a claim for loss or damage.

If possible could I ask you to email me the parcel details direct to me on quality@parcel2go.com and I promise I will look into this for you without delay and get back to you with a response?

We do care, and although this may not be evident from the way this has been handled I hope you can see that we will investigate and respond to instances like this quickly and affirmatively"

DJFearRoss

That makes no difference. If you book via a broker and a problem occurs you go to the broker and make any claims via them. You paid them for the service so they are responsible for sorting any problems.

I totally agree with you. But with P2G it doesn't work like that, they have made their claims procedure so complicated that you end up either missing THEIR cut-off time for claims or find it easier to contact DHL and resolve any issues with them directly. You will be bombarded with a set of questions which most of which are not even relevant to you to occupy your time in the hope that in the end you just give up.

gavjbrown

How much insurance cover did you have on the item?.

Even if the cover was only £50 you would have thought they would have given you £50 plus courier cost?.

Former_MSE_Andrea

Parcel2go has asked us to post this on its behalf..



‘Hi DJ Fear Ross, I’m sorry to hear you’ve had a bad experience with our claims process is it possible you could email me the details to g.iveson@parcel2go.com and I will look into your claim personally for you? Regards George Iveson Quality Controller’

Wayne3765

I decided to try them and sent a parcel with them on 07/12.

It has now been stolen from the delivery depot , my first impression of their service - parcel2go - job done , it's well and truly gone.

Several emails to them have so far been unanswered , I appreciate they're probably getting a lot more calls etc due to the weather but I hoped someone would have at least acknowledged my emails by now.