Lost Package

marleyboy

What are my rights here, I recently bought an mp3 player for £50 from a uk based web company. I came home 2 weeks ago to find a card posted from Royal Mail to say a package had arrived and has been returned to Depot.

After calling Royal Mail, they first announced it want at the depot yet and possible is being re-sent.

Still no joy, now Royal Mail say its gone missing.

The company I bought the product off, insist it isnt there problem and that I have to chase it up with Royal Mail.

As it is, I have not signed for anything, as I have not recieved anything, and my bank account is now £50 worse off, and I still dont have anything to show for it.

Is it not upto the company involved to either REPLACE or REFUND the item. Or is it upto Royal Mail, who insist Items are only insured to a cerian value, and I may not get the full amount.?

deanos

Whoever sent the item has the contract with the RM so should sort it out for you, they should have the item insured enough if it goes missing you should expect a replacement or the full cost inc. postage to be refunded.

marleyboy

the Company state that I should have opted for insurance fee with their delivery service, something I didnt realise

Becles

It's to the company to get the goods to you. The insurance is only to protect themselves if it goes missing in the post and not you.

Don't try and claim with RM, as it is the companies responsibility to do this.

Write a factual complaint letter stating that you require a refund/replacement within the next 7 days.

If the company do not comply with this, I would have a word with trading standards who should be able to resolve it for you.

soolin

If you paid by credit card then you can get them involved in cases where items are not received.

Other than that the other posts are absolutely spot on, the seller is responsible for getting item to you, and it is up to them to chase the matter with the RM. Incidentally if the company have sent it recorded delivery then the Post Office is correct in that they would not be covered for loss as RD is only for items up to £32 in value. Items over £32 need to be sent special delivery, however that is the retailers problem and not yours.

Is this a shop or a straight forward personal web site selling items?

Soo

marleyboy

Cheers Soolin, I did buy it offline, but it is a reputable shop and has ben used before by freinds/family. But they insist that I should have opted to to insure the package with them at an extra cost, although they didnt mention this prior to me, they insist that it is now upto me to chase it up with RM, whereas RM just insist it is "LOST". I will let you know how I get on with it, it looks like I may have to contact consumer rights, but I dont know where to start.

KathrynPenguin

As the others have said you CAN'T chase it up with RM, they have no contract with you and cannot re-imburse you even for the standard £32. The company you purchased from have to make the claim with RM and insurance was down to them not you. If they choose to send goods uninsured its their risk as the goods are not yours until they arrive.

If you paid by card get on to them, they will claim money back for non-delivery. Company can at least claim the £32 and should really reimburse you the rest as a gesture of goodwill. They should then learn from their own mistake and not make insurance "optional" to the customer.

marleyboy

Cheers Kat,