home delivery network (parcel2go)/eBay item missing what can I do?

Michelle_James

Three weeks ago I purchased something on eBay, it was reasonably large so the seller sent it via a courier the home delivery network (parcel2go) at a cost to me of £30.

I patiently waited the 3-5 days for my item, it didn't come, after 8 (working) days I emailed the seller, he checked the online tracking and said in was 'in transit', after 12 working days I emailed him again, he told me that according to the online tracking on the home delivery network website it had already been delivered.
I told him that it had not, he said that a signature had been acquired and that it was delivered.
The day they say the package was delivered I was in all day and nobody came, but I checked with my neighbours anyway, but nobody has my parcel.
I emailed the seller again to tell him the parcel had definitely not been delivered but all he did was repeat that the courier had delivered the item and obtained a signature.
I requested the information so that I could check myself, and sure enough on the tracking it says that it was delivered.

I explained to the seller that although it says the item was delivered it hasn't been and I need him to sort it out.
He told me that as soon as I paid he packaged the item and posted it, he had done his 'bit', any issue after that is the responsibility of the delivery company, and that I should take it up with them.
So I called the company, they where not very helpful, the guy I spoke to told me that they had delivered it to the address on the label and got a signature, I told him that was impossible as I was in all day that day and I didn't sign for anything, the guy emailed me a copy of the signature and I have no idea who it belongs to, it is not a neighbour or a friend.
I double checked the address, but it was right.
The guy didn't seem too bothered that I had no idea who the signature belonged to but said "look the box was delivered the address, we don't care who signs for it".

I don't know what to do, I am down nearly £400 for the item and for the postage, I can't file an eBay/paypal dispute because as far as they are concerned the item is classed as delivered.
The seller doesn't care because he did his 'bit' and got my money and the delivery company have the same attitude.

What can I do???

jgbo

Hi there,

I've had to register in order to reply to your post (I normally only read the discussions here ,

HDN are a joke as a completely identical thing has happened to me (cheaper item at least though).

I was abroad when the parcel was supposed to be delivered, I informed the seller immediately when I found out, got no reply and a few days later a message came through saying they were in Spain with limited internet access and that they would look into it when back in the Uk.
In the meantime, could I please ask the neighbours etc which I had already done.

Waited for a reply for well over a month, then opened a INR dispute (looking back and knowing what I know now I know this was useless, I wonder if a SNAD would be better solution - if I had said that the box I received was empty ? Does anyone know if that was a way to go?).

Lost the dispute after escalating despite my best efforts to at least point out that the tracking provided did not display the address of where the parcel was delivered, only 'delivered to customer'' and the name of the local depot. I did know that if a parcel shows as 'delivered' buyer cannot win a dispute, but the information provided did not even show to which address the parcel was delivered too - I use other couriers and they always show online who signed for the parcel and which address was the parcel delivered to.

When I lost the case, Ebay even sent me the following message which I think is worth seeing



Thank you for contacting eBay Customer Support about xxxx you bought from "xxx" which hasn't arrived yet. I'm sorry to hear that the transaction did not go as expected.
In response to your claim, we have fully reviewed the details and can see that the seller has provided proof of tracking indicating that the item was posted and delivered to you. Because of this, the case cannot be closed in your favour. We also cannot approve an appeal of a case decision where tracking shows an item has been delivered as we must take this as proof of delivery.

We understand that you have not received this item; it is very possible that a mistake was made by the mail carrier. The package may have been delivered or could have been delivered to the wrong address. In either scenario, I hope you can understand that we made this decision because the tracking information shows the item was delivered to you.

At this point we would recommend you contact the mail carrier used to see if they could provide further details of the packages whereabouts. We would also recommend checking with your neighbours in case they have received this package in error.

Should you require any further help, please don’t hesitate to contact us by simply replying to this email or you may call our dedicated eBay Customer Support line 0800 358 6551...

I did e-mail back asking about how it is possible that the online tracking does not show the address of the 'customer' as the seller could have posted to any other address and not mine. Also, the courier would not talk to me as I'm not the sender of the parcel.

Unfortunately the reply I received was just an automatic one which advised me (contrary to the above) that I can appeal if I'm not happy with the case outcome.

So I did that, stating again the reasons above as my main arguments...but have lost.

The parcel I was supposed to receive was worth around £40 so luckily I'm not massively out of the pocket. However, I'm so upset about the seller's attitude and that they did not offer any help whatsoever that I'm considering what I can do about the situation now:

1) would my credit card reverse the payment or they would dismiss the case as Ebay did as the parcel tracks as 'delivered' or would I stand a chance with them sorting this out ?

2) alternatively, does anyone think that going to court might rectify the situation if I can prove I was not in the UK and therefore could not receive the parcel at the date and time given on the tracking info ?


I'm shocked to find out that HDN has done the identical thing to not only me but others as well... just imagine how many people there are out there with a similar problem. Really disgusting and I could not recommend their dreadful service to anyone

Obviously_the_best

#1 Michelle James

Three weeks ago I purchased something on eBay, it was reasonably large so the seller sent it via a courier the home delivery network (parcel2go) at a cost to me of £30.

I patiently waited the 3-5 days for my item, it didn't come, after 8 (working) days I emailed the seller, he checked the online tracking and said in was 'in transit', after 12 working days I emailed him again, he told me that according to the online tracking on the home delivery network website it had already been delivered.
I told him that it had not, he said that a signature had been acquired and that it was delivered.
The day they say the package was delivered I was in all day and nobody came, but I checked with my neighbours anyway, but nobody has my parcel.
I emailed the seller again to tell him the parcel had definitely not been delivered but all he did was repeat that the courier had delivered the item and obtained a signature.
I requested the information so that I could check myself, and sure enough on the tracking it says that it was delivered.

I explained to the seller that although it says the item was delivered it hasn't been and I need him to sort it out.
He told me that as soon as I paid he packaged the item and posted it, he had done his 'bit', any issue after that is the responsibility of the delivery company, and that I should take it up with them.
So I called the company, they where not very helpful, the guy I spoke to told me that they had delivered it to the address on the label and got a signature, I told him that was impossible as I was in all day that day and I didn't sign for anything, the guy emailed me a copy of the signature and I have no idea who it belongs to, it is not a neighbour or a friend.
I double checked the address, but it was right.
The guy didn't seem too bothered that I had no idea who the signature belonged to but said "look the box was delivered the address, we don't care who signs for it".

I don't know what to do, I am down nearly £400 for the item and for the postage, I can't file an eBay/paypal dispute because as far as they are concerned the item is classed as delivered.
The seller doesn't care because he did his 'bit' and got my money and the delivery company have the same attitude.

What can I do???

almost nothing!!! paypal probably won't help because it's been signed for, and HDNL/YODEL are the biggest load of muppets on the planet at times, although sometimes they are great!

Michelle_James

I know an eBay/paypal dispute is out but can I take anyone to the small claims court?
I refuse to accept I have just lost over £400.

pinkshoes

Of course you don't have to accept this.

Firstly, PHONE paypal and explain the situation. Tell them that the signature is NOT yours, and you do not have the item.

In the mean time, report it to the police as theft, and get a crime number. Either one of your neighbours has stolen it, or more than likely, the courier has stolen it.

If they won't do anything, you're going to have to send a "Letter Before Action" to the seller and tell them that unless they refund you the £430, then you will take them to court.

The contract for delivery is between the seller and the courier, not you and the courier. He should give you a full refund and sort it out himself.

soolin

I agree, I wouldn't let this go. Phone paypal and demand they check that the address on the sellers proof matches yours, we have had several threads recently where couriers have delivered to a completely random address.

If it does match then you have a claim against the courier company and it might be them you need to take to small claims and once again it is not unknown, according to threads on here, for a driver to sign for the parcel himself and just chuck it over a fence.

Where this has happened in the past the courier appears to be the weakest link and if you escalate this in their complaints chain they may even acknowledge they have delivery issues with some routes.

Michelle_James

I spoke to paypal, the woman I spoke to was very sympathetic but said they couldn't do anything as the seller can 'prove' the item was delivered, where as it is only my work that it was not.
She suggested I speak to someone from eBay and see what they say, but she said not to get my hopes up because as far as the law or anyone is concerned I have they item.

I also sent the seller an email telling him that i had been told that he is the only one that can persue the delivery company, as he is the one who employed them, i also told him that I am going to contact the police and file a claim in the small claims court if this is not resolved by the end of the week.
He has not replied yet.

cit_k

Have you got a copy of the signature yet?
Was anyone else in the house that day?
Does the delivery receipt show the address it was sent to?
Parcel2Go are an appalling company in my experience, they delivered a laptop to me, dropped it on the pavement, didnt say anything and it was bust..

I was suspicious it was not working, so checked the cctv footage, which CLEARLY showed the driver taking it out of the van and dropping on the pavement, picking it up then knocking on the door.

Sent them a copy of the footage on dvd as proof, no reply, no refund, total joke.

challengedavid

recently i saw these muppets try to deliver 2 parcels to one of my neighbours
they knocked on the door no one was in, then the went back to van and dropped them at the end of the drive, not at the doorstep anyone walking past could have picked them up
i would deffo not use them after seeing that

Brooker_Dave

Michelle_James wrote: »

What can I do???

If you funded your purchace with a credit or debit card, do a chargeback, while paypal don't make much effort to investigate, your bank should be more keen to sort it out.

However.

If you depend on selling on ebay for a living don't do a chargeback, because paypal will close your account - despite you having done nothing wrong.

How did you fund the payment?

RFW

I've actually had this happen a few times with different couriers, either being signed for by the driver and left outside or signed at the wrong address and more recently with a special delivery parcel sent to me.

It's difficult as a seller to know if the buyer is telling the truth, most of my customers are regulars and I can tell which was true and which was not. The courier company should be able to make a claim for lost goods and you need to pursue them, all couriers are aware this happens. If the seller is not helpful then write to the courier company and the supplier of the courier (Parcel2Go), with the details and details of your absence.
I would also put in a claim through Paypal, so that the sender can verify all the correct details were used.
As a seller in cases like this I have always pursued the courier, occasionally having had to ask for help from the person it was sent to.
This is not uncommon and all parties should be aware it can happen, the courier should be able to investigate what has gone on with the driver.
It probably wouldn't do any harm to point them to this thread and the negative publicity it can bring when a courier can't be bothered doing their job properly.
I'm sure HDN and Parcel2Go don't want people reading that the service they provide can leave seriously unsatisfied customers.