Parcel2go.com Loss claim problems

IMelrose

Hi there
Does anyone even know how to start a claim with Parcel2Go as I keep getting sent round and round in circles on their site and I cannot find a make a claim page. I have also tried ringing and no answer there does not seem to be a live chat or email facility.
Help!

Ian Melrose

theonlywayisup

IMelrose wrote: »

Hi there
Does anyone even know how to start a claim with Parcel2Go as I keep getting sent round and round in circles on their site and I cannot find a make a claim page. I have also tried ringing and no answer there does not seem to be a live chat or email facility.
Help!

Ian Melrose

Log into your account, go to your order history and select the order. You should be able to start a claim from there.

IMelrose

Thank you but that didi not work either as it says that parcel was not collected but it was.
Still no access to a contact or person.

mr_keep

I posted a £300 bass guitar to Denmark that I had sold through EBay. Owing to the value of the guitar I paid extra for insurance, which was lucky because after it arrived in Denmark it never left the depot.

I registered a claim with Parcels2Go immediately and uploaded the relevant proofs (proof of value and proof of non delivery) only to be told these were not suitable and so I had to produce more and more documents. They insisted on me providing Proof Of Collection, something which the courier who collected the parcel didn't give me and which was clearly unneccesary anyway as their system automatically updates anyway when the courier sends them notification that the parcel has been collected...

3 months later they are still not paying out on my claim and to top it all today I've received a message informing me that I didn't take out insurance in the first place so they will only refund the carriage costs. I have checked my account on their awful website and it doesn't show any details about the order I placed, only the shipping addresses and their order confirmation e-mail also doesn't include any information about the level of service I paid for. The guitar was sent using the DPD Class European services which according to the DPD site includes up to 500 Euros worth of cover too.

This is the message they sent me:

Good Afternoon Richard,
Thank you for your email.
Please accept our sincerest apologies for the loss of your goods and the resultant inconvenience.
During the booking process you were asked to declare the value of your goods and at this point you would have been given the option of taking extra compensation to cover your goods in the case of loss or damage.
As this option was declined no cover was added to your order and we are unable to compensate you for the parcel.
Please also allow me to direct you to our Terms and Conditions;
"The Limitation on the Amount of our Liability
6.7 If we are liable to you for any reason, we shall (subject always to clause 7) only be liable to refund to you the cost paid for the Service(s), unless you have purchased compensation cover for your Consignment from us."
Should you wish to view these in full please follow the link which I have provided below;

As a goodwill gesture we did add a refund of the carriage fees.
Once again we do apologise for any inconvenience this may have caused to both yourself and the recipient.
Please do not hesitate to contact us should you have any further queries.
Many thanks for your time Richard.

Kindest Regards
C walton
Parcel2Go.com

Anyone got any ideas what I can do??? Their company is a disgrace, they have removed the live chat function from the site too so the only way to speak to them is via e-mails which they take days to respond to...

ballisticbrian

Have a look through your emails and you will see "Parcel2Go.com Order Confirmation - Invoice #", click into the invoice and it should show you how much you paid and you can work out from this whether you did take out cover or not.

mrcol1000

Are you sure a guitar is covered by the service? A lot of the carriers Parcel2go use won't cover musical instruments. Although they are happy to take the insurance money for them. Also its irrelevant how much insurance the carrier provides, its how much Parcel2go does. They will have a different arrangement with them, than if you went direct.

Deigar

[FONT=&quot]I thought I'd share my experience with a Parcel2GO insurance claim with everyone in case it helps.

I sold a G-Plan teak media bench via eBay for about £80 and added a delivery charge of £25 - so in total I received £105 for the cabinet. As the cabinet was heavy (around 45kg in total) I split the parcels into 2 - one with the main cabinet (25kg) and one with the inner shelf (20kg). I searched around for the best deals in shipping it (UK) and Parcel2GO quoted a TNT service for £27 for both parcels with an option to insure the consignment for an extra £4. Luckily I went for the insurance.[/FONT]

[FONT=&quot]Parcel(s) were packaged securely using a layer of bubble wrap encased in a shell of polystyrene sheet then wrapped in an outer skin of cardboard wrapped with a copious amount of duct tape. However, on arrival, one of the packages had suffered serious damage by, I'd assume, being dropped from considerable height onto a corner.

Great I thought, I'm pleased I took out that insurance. The buyer was good enough to suppluy me with photographs of the damage and the packaging and I made my claim on the Parcel2GO website. They came back to my claim within an hour or to regretfully informing me that my claim was being refused due to "Inadequate packaging".

I contested this suggestion by sending them detailed photos (again, thanks to a patient buyer) of the entire packaging on the parcel. This was a little problematic as the communication e-mail address that the notification that they were not going to pay was sent on a no reply e-mail address! After a bit of detective work I found an e-mail address ( [EMAIL="claims@parcel2go.com"]claims@parcel2go.com[/EMAIL] ) and replied with the additional images contesting their suggestion of inadequate packaging.

This was then met with an offer for compensation of £66 - calculated as half of the whole insured consignment (£50) plus half the shipping cost (£16). I declined to accept this stating that the insurance was clearly for the whole CONSIGNMENT and not in any way pro-rata to the amount of parcels within that consignment and that damage to one of the parcels effectively made the value of the whole nil.

Then came quite a flurry of communication refering me to their terms & conditions and telling me that the compensation simply could not be increased. After engaging in a bit of back and forth e-mails I decided to pursue the claim through the small court.

I lodged the claim stating the facts and paid my £25 fee - Claim now for £125.[/FONT]

[FONT=&quot]I received the relevant paperwork from the small claims court and a few days later an advice that Parcel2GO would be defending the case for the whole amount. I admit at this stage to thinking "have I done the right thing"?

Yesterday I received an e-mail from Parcel2GO apologising and asking for my bank details so they could settle my claim in full - £125! :j

Again, in case it helps, this is the direct e-mail of the contact who eventually did the right thing: [EMAIL="n.schofield@parcel2go.com"]n.schofield@parcel2go.com[/EMAIL]
[/FONT]
So don't give up, don't accept their bull endlessley refering you to their Tc & Cs (as long as you do read them!) and don't be afraid to take them to the small claims court if you are getting nowhere.

All the best!

ebayrob

Briefly, Sold item on ebay P2G got UPS to collect on 15thDec2017 for next day delivery, put in loss claim on 23rdDec2017, messages back and fro between me and P2G, 3rd march 2018, parcel returned to me damaged from Germany(Was going to Honington UK), after 2 weeks back and fro via email, they offered me £120 + Postage for parcel insured for £335, declined then they sent me a second offer of £130 which included the postage, so less than the first offer, declined again and stated i want the full amount, finally today they 23/3/2018 they offered me the full value of the item and postage cost, but did not receive the cost of insurance paid of £18ish, so getting most money back, P2G have made £18+ for not refunding me the cost of insurance paid(Insurance cost not returnable, stated in their T&C), so now have to wait for the refund to be in my bank account account, will this go smoothly?.mmmm, will never use P2G or UPS again, might be cheaper but then if things go wrong dont expect things to go as planned..

mrcol1000

ebayrob wrote: »

Briefly, Sold item on ebay P2G got UPS to collect on 15thDec2017 for next day delivery, put in loss claim on 23rdDec2017, messages back and fro between me and P2G, 3rd march 2018, parcel returned to me damaged from Germany(Was going to Honington UK), after 2 weeks back and fro via email, they offered me £120 + Postage for parcel insured for £335, declined then they sent me a second offer of £130 which included the postage, so less than the first offer, declined again and stated i want the full amount, finally today they 23/3/2018 they offered me the full value of the item and postage cost, but did not receive the cost of insurance paid of £18ish, so getting most money back, P2G have made £18+ for not refunding me the cost of insurance paid(Insurance cost not returnable, stated in their T&C), so now have to wait for the refund to be in my bank account account, will this go smoothly?.mmmm, will never use P2G or UPS again, might be cheaper but then if things go wrong dont expect things to go as planned..

I hate to break this to you but generally when you take out insurance on anything holidays, cars, animals, parcel etc... You don't get your insurance premium back when you make a claim.

Elektriksheep

Just to add to the evidence...

Parcel2Go sent the wrong courier to collect my parcel and then made it out to be my fault and then they lost the parcel which was worth £200 and then said because it was my fault and they would not reimburse me for the loss of the parcel.

Very very angry. I have been in constant contact with them over the last month or so and they have been stringing me along promising that I would be reimbursed. Now, over a month later they are saying they will not reimburse me for a penny.

My parcel was worth £200!!! And it was fully insured, and it was their fault the whole problem came about in the first place. They are taking absolutely no responsibility for sending the wrong courier to collect the item after that collection was cancelled and they are taking no responsibility for losing my parcel. Outrageous. I am very angry. I am now going to go to every review site and social media site that features Parcel2Go and tell other people what I have experienced, and I will post on all my social media channels and accounts about how bad this company is and advise people never to use them. And I hope through doing this that Parcel2Go will lose out on more than £200 worth of custom. I hope it would've been cheaper for them to just do the right thing and reimburse me for the parcel they lost.