Courier Company Lost our Parcel due to their negligence

Former_MSE_Andrea

Hi booboomania

Parcel2go has asked us to post a reply. MSE doesn't endorse anything a company says on the forum.

‘Im very sorry to hear of the problems you’ve encountered with your claim with us, may I ask that you forward me the P2G number of the order to my direct email address g.iveson@parcel2go.com and including ‘Moneysavingexpert’ in the subject line of your email. I promise I will speak to our claims team and investigate this fully for you.

Kind Regards
George Iveson
Quality Control Supervisor.’

booboomania

Update: cheque for £400 received yesterday, as we paid for a signed for service, which clearly we didnt get.

Thank you to everyone who helped me with this, it's a shame that it is always such a battle to get what is rightfully yours!

paddyrg

Oh well done you! Thanks for the update :-)

halibut2209

Thanks for the update! Common sense prevails

I love this site!

visidigi

great to hear!

ezio

They can't hide behind their T&C's, like T_T posted, as they have already admitted breaching their own T&C's by stating they left the parcel behind a bin, which actually wasn't even on the correct property, thus failing this whole section: 4.1 We will make one attempt to deliver a Consignment during normal working hours, subject to clause 4.3 below. If we cannot obtain a delivery receipt at the Delivery Point you agree that we shall be authorised to attempt to deliver the Consignment to, or obtain a delivery receipt from, an alternative address close to the Delivery Point and (if successful) we agree that we will leave at the Delivery Point details of the address to which we have delivered the Consignment. If we are unable to deliver, either to the Delivery Point or a nearby address, we shall return the Consignment to our premises and leave a request for the recipient of the Consignment to contact us to make alternative delivery arrangements to the Delivery Point.If the recipient does not contact us to arrange the alternative delivery within 7 days we will return the Consignment to you at your cost (such cost to be discharged before delivery to you).

There procedure could not be clearer and no matter what normal practice for couriers are, leaving parcels behind bins or anywhere else except from inside an address is negligent in any reasonable person's view.
Even when leaving a parcel at a neighbours house they MUST get a receipt from someone at that address and leave clear instructions as to the location of the parcel at the intended delivery address.
Any reputable carrier, weather used through a re-seller or not, usually obtains permissions from the sender or recipient on how/where to deliver the parcel and weather or not it can be left at a neighbours if the recipient is not in.
IN NO CIRCUMSTANCES should a carrier leave a parcel outside unless it is a HUGE item that is not intended to be indoors and even then they have to make sure someone is there to sign for it. They can't just arbitrarily leave parcels outside in random locations!

To the OP, put all this to both the carrier and re-seller and if you get nowhere inform them you will be starting court proceedings where you will also seek compensation and where they will also be liable for costs as from the information you have provided you have an extremely strong case.
Don't give in!

ezio

sorry for the dp and hadn't seen the second page*facepalm*. nice result though!

Barrie1376

Just browsing through and came across this thread and thought I would add my experience.
On Sunday I booked a courier collection via Parcel2Go. The courier was City Link. I was sending some items which came to over £1000.00. After I placed the order I reconsidered and using live help decided to cancel.
I had a different collection the following day but instead of the other courier collecting, City Link turned up first and collected the parcel. They put a label on, I also had a large A4 Label on. (With a different address to the one the driver put on) I was later informed by one of my staff that they had picked up the wrong parcel as the other courier arrived to collect, so I contacted Parcel2Go who said they would attend to it. I was hoping they would stop it before it left the area. Since Monday I have had nothing but problems trying to track the parcel to get it back. All Parcel2Go say is that they will need to contact the courier and then I receive no feedback. It has been lost twice, assigned new reference numbers and now no one seems to know where it is. As I cancelled the order prior to collection I do not have any compensation cover as there is no order, just a cancelled reference number. I was wondering if anyone knew the legal position on this.
Many thanks

Flyboy152

Who gave the courier the wrong parcel?

nellytheelephant

From how I read it - the wrong courier put the wrong label on the right parcel - if that makes sense?!