Freemans - serious help needed

stugib

Apologies in advance if this sounds harsh, but for your own good I would try and leave the emotions and everything that's happened to you over the last few months to one side. You already know they don't care and if you start trying to explain everything then it'll get in the way of trying to get what you want and probably sound to them like a sob story (as others say they'll be suspicious of people who do try to lay it on thick). AFAICS all that it's really affected is you losing the proof of collection (which could happen to anyone at any time) and the delay in you chasing why it hadn't come off your statement?

So, stick to the facts and keep the explanations to 'family problems' or 'death in the family'.

The facts, as far as I can make out are:
- Freemans employed Parcelnet to collect an item.
- Freemans didn't record a returns authorisation number or any details of a collection being ordered.
- Parcelnet did collect it and gave you a barcoded returns slip?
- You've lost the returns slip.
- Parcelnet are helpful but Freemans won't correspond with them.

So, unless there's some implausible explanation like the CS rep was in on some scam and she just rang her mate who was a thief posing as a courier(!), then you need to concentrate on getting the proof from Parcelnet. I'd forget trying to explain to Freemans - they have no information that will suddenly appear to resolve it - and the more people you involve the worse the communication will get.

Parcelnet have emailed freemans twice, and they have ignored them twice too!

What did they e-mail? Surely Parcelnet, with their own systems separate from Freemans, will be able to verify that they did collect an item from your address on a certain date, and probably even where it was destined for (Freemans), even without a barcode? If they can, then they should be able to give you a copy of this information, if not freely then be forced to if it went to court. Get this information from them directly rather than trying to get two companies to resolve it themselves. Armed with this, then it is then a matter between Freemans and Parcelnet as to what happened next. You did everything you were supposed to once you have proof it was collected.

I know it's easier said than done for many people, but if you're in the right and the information is out there but people aren't getting it, then don't be afraid of the legal process or threatening solicitors letters. Even if it gets to court, if you have proof then let it run its course and let them look stupid. The court wouldn't be impressed if Freemans had taken it to court when all the information was there waiting for them if they were to look.

Kangol_Rat

thank you. what you have said makes sense, and is helpful!

deanos

Yes Parcelnet should have a record of the collection and the RMA number this is what you will need to quote to Freemans, good luck

Kangol_Rat

thanks!

I have tried to ring them, and they haved passed it back to freemans, but will try again

Kangol_Rat

On the radio on friday!

hjb123

You are? Which radio station at what time?!

stugib

hjb123 wrote:

You are? Which radio station at what time?!

From this:

Kangol_Rat wrote:

Anyway, i have now rang up Stehen Rhodes, from 3CR (3 Countries Radio), as they do a consumer prog. Almost in tears I told the girl what had happened, and hopefully, they will help. Apparently they have been looking for a big case like this, and they think they have found it.

I'm assuming 10am on BBC 3 Counties Radio: http://www.bbc.co.uk/cgi-perl/whatson/search/daylist.cgi?service_id=50993&day=Friday

You can listen online at http://www.bbc.co.uk/threecounties/ so I'll be tuning in (not to make you any more nervous KR! ) Good luck!

Kangol_Rat

I was on at 10.05!! no laughing!

I was SO nervous but they ARE taking it on! They have wanted a big case, and you cant get bigger than this!

hollydays

let us know how they get on-let them deal with the frustration-give you a break.!

stugib

Kangol_Rat wrote:

I was on at 10.05!! no laughing!

Dammit, missed you! Try and listen in the office and people keep interrupting with work!

Did she offer any advice or just that they'd contact them for you?