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Furious with Parcel Force!!
Cookiepops
Posts: 377 Forumite
I have just come off the phone from Parcelforce and am absolutely seething!!!! To cut a long story short, I had an important legal document which had get to Spain fast. I went to the Post Office and asked what was the most secure way of sending this document. They gave me a number of options and I chose the most expensive one as it was fully tracked, signed at the other end and I would receive full compensation if it wasn't received in 3 working days. So for a large letter this cost me £42.99.
The envelope had the full address that I was given including the Spanish equivalent of post code. The lady at the post office took the envelope, assigned it a tracking number, asked me to sign the receipt and attached it to a 'conditions of carriage' leaflet.
So over 1 week later I get a call that the document has not been received. This led to a very stressful day full of calls to parcelforce who then send me to Fedex (as it goes to them once it leaves the UK) back to Parcelforce etc etc. as they don't recognise each others tracking numbers. I kicked off on the phone at one point and so it was referred to a more senior customer service agent who would call me back in a few hours. She was more helpful, was able to track down the document and gave me the Fedex tracking number. So we finally managed to arrange delivery.
Basically 2 things went wrong here:
1. at Madrid airport, Fedex for some reason put another post code onto the envelope (I have a scanned copy of the envelope) - dont know the reason why and even when it was delivered, the courier told my relative it was their fault and he had no idea why they did it and that it already had the full and correct address
2. There was no phone numbers to contact myself or the recipient. But I was not asked to provide this information at the post office. There was no form completed, just the address put into the system and I was given a receipt, leaflet and tracking number.
I put in a claim as the document was 10 days late and we received legal charges as a result. I just got a letter back from them saying I do not have a case for a claim as the address was inadequate and no phone numbers provided! I've just had a very heated debate with them on the phone saying I signed their T& Cs and yes in the small print there it says phone numbers should be provided but do I not have a case where I was not asked to provide it! Surely if information is required, then the staff at the post office should know to ask for it - if I handed over a blank envelope, would they not ask for it to be addressed? I am so mad as the guy on the phone was shouting at me at one point ( yeah I was shouting back!) that I accepted the T&Cs and I said it was the staff in the post office responsibility to ensure that all the information required would be on the envelope but he said they would not be expected to know every element of the T&Cs - so why would I as the customer?
I am just so mad so could anyone advise me what should be my next step as I dont want to let this drop
Thanks
The envelope had the full address that I was given including the Spanish equivalent of post code. The lady at the post office took the envelope, assigned it a tracking number, asked me to sign the receipt and attached it to a 'conditions of carriage' leaflet.
So over 1 week later I get a call that the document has not been received. This led to a very stressful day full of calls to parcelforce who then send me to Fedex (as it goes to them once it leaves the UK) back to Parcelforce etc etc. as they don't recognise each others tracking numbers. I kicked off on the phone at one point and so it was referred to a more senior customer service agent who would call me back in a few hours. She was more helpful, was able to track down the document and gave me the Fedex tracking number. So we finally managed to arrange delivery.
Basically 2 things went wrong here:
1. at Madrid airport, Fedex for some reason put another post code onto the envelope (I have a scanned copy of the envelope) - dont know the reason why and even when it was delivered, the courier told my relative it was their fault and he had no idea why they did it and that it already had the full and correct address
2. There was no phone numbers to contact myself or the recipient. But I was not asked to provide this information at the post office. There was no form completed, just the address put into the system and I was given a receipt, leaflet and tracking number.
I put in a claim as the document was 10 days late and we received legal charges as a result. I just got a letter back from them saying I do not have a case for a claim as the address was inadequate and no phone numbers provided! I've just had a very heated debate with them on the phone saying I signed their T& Cs and yes in the small print there it says phone numbers should be provided but do I not have a case where I was not asked to provide it! Surely if information is required, then the staff at the post office should know to ask for it - if I handed over a blank envelope, would they not ask for it to be addressed? I am so mad as the guy on the phone was shouting at me at one point ( yeah I was shouting back!) that I accepted the T&Cs and I said it was the staff in the post office responsibility to ensure that all the information required would be on the envelope but he said they would not be expected to know every element of the T&Cs - so why would I as the customer?
I am just so mad so could anyone advise me what should be my next step as I dont want to let this drop
Thanks
:heart2: Cookiepops :heart2:
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Comments
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Freddie will interrupt for the <word disallowed due to Forum Rules>
OP sent legal documents to Spain via Post Office
Spain and English PO do not like each other
OP Kicked off
OP says she'll not drop this.
Go At'em Lisa!0 -
Freddie_Snowbits wrote: »Freddie will interrupt for the <word disallowed due to Forum Rules>
OP sent legal documents to Spain via Post Office
Spain and English PO do not like each other
OP Kicked off
OP says she'll not drop this.
Go At'em Lisa!
doesnt so much seem to be between England and Spain - more between Parcel Force and the English post office. Just been to the post office and it turns out that I should have been asked to complete a Depatch Pack (Customs Declaration) to use this service - this would have had all the phone numbers added. Well I was never asked to complete this! So the fault is with 1. the POst Office for Parcel Force not having a contact number and 2 with Fedex for changing the post code on the envelope:heart2: Cookiepops :heart2:0 -
Then it be the POST OFFICE were negiligent in their advice.
I repeat after 3,Freddie_Snowbits wrote: »Go At'em Lisa!0 -
It's nothing to do with fedex, your contract is with Parcel Force - Parcel Force won't be able to tell you anything about the way fedex or indeed anyone else would deal with a shipment. The courier who delivered it would have been fedex so I guess it would be unlikely he would criticise his own company in such a way.
At the end of the day you can only speak to the post office about this (not fedex or parcelforce in this case) - btw, the post office and parcel force are the same group, the royal mail group - so the latter handles the premium courier services...if they didn't ask you to fill in the declarations correctly I would guess you have a case, although I have no idea if parcel force will refund your fee...0 -
No use to you now but in future use DHL. They deliver all round the world using their own guys so no problems with one group blaming the other. In this day and age it amazes me we still have to send legal documents through the post. Hope it all eventually gets sorted. At least it got there in the end.0
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Freddie_Snowbits wrote: »Then it be the POST OFFICE were negiligent in their advice.
I repeat after 3,
Yes I think so too, especially since I have been to the post office to talk to someone and they gave me the form I should have been asked to complete. So I am now taking it up with the post office - mind you they will probably now blame Fedex for putting another post code on the envelope and I am going to be caught in the middle of a triangle of blame!! What annoyed me so much about the Parcel Force agent I spoke to is he didnt say the obvious - that the fault laid with the post office. He just kept saying that I signed the T&Cs and if I didnt agree with them, I shouldn't have signed them. So I pointed out to him that signing T7Cs doesnt mean anything if I can prove I was missold the service and quotes bank charges and PPI as examples!:heart2: Cookiepops :heart2:0 -
Thinking about it, I wonder how a hand written slip becomes a parcelforce shipment carried by fedex, there must be someone would have had to re-type the label?
To be fair, I would only use one of the big three direct, DHL, FedEx or UPS - although all of them contract out some deliveries in remote places, but its the only way to have a pretty good guarantee on service - most middle companies don't offer anywhere near the guarantees and usually arent that cheap...0 -
mind you they will probably now blame Fedex for putting another post code on the envelope and I am going to be caught in the middle of a triangle of blame!!
they can try, but what fedex did is nothing to do with you, and you have no gurantees what fedex did wasn't something they needed to be able to deliver the shipment - thats a complete unknown to you and not really any of your concern.
You paid parcel force to deliver, its up to the post office to resolve the complaint as they are the ones who YOU paid - the thing is, if parcel force need a telephone number on the shipment to be able to deliver then why did the courier even take the shipment in the first place?
p.s. fedex definitely need a telephone number to ship, so there must have been one given to them for them to carry it...0 -
they can try, but what fedex did is nothing to do with you, and you have no gurantees what fedex did wasn't something they needed to be able to deliver the shipment - thats a complete unknown to you and not really any of your concern.
You paid parcel force to deliver, its up to the post office to resolve the complaint as they are the ones who YOU paid - the thing is, if parcel force need a telephone number on the shipment to be able to deliver then why did the courier even take the shipment in the first place?
p.s. fedex definitely need a telephone number to ship, so there must have been one given to them for them to carry it...
Yes, thats my concern and I was trying to find out on the call if they had any paperwork on file to accompany this because I most certainly did not complete any form. I told them they would have a case if I had completed and signed a form and had left the tel no blank, but there should not be a form. If there I want to know who completed it because it most certainly was not me. You are right, from my perspective, its nothing to do with Fedex as my contract was with Parcel Force but my argument with them is that it is the post office clerks responsibility to ensure that the customer has completed the relevant admin for them to perform that service.:heart2: Cookiepops :heart2:0 -
its the clerk AND the courier - if the shipment isn't fit for transportation the collection should have been refused...0
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