Help needed - item lost in post

cloud88

I sent an item to be repaired a few weeks ago, and since the repair was not possible the company sent it back to me. Since I knew it cost about £9 for me to send traced and insured, I thought the £10 the company charged for return post would be the same service. Stupidly I didn't check though - and now it hasn't arrived after almost 3 weeks, and it was only in 1st class post so not tracable. This is a valuable item so I'm really worried about it - is there anything I can do? Do the company have any obligation to replace it? I have checked at the local sorting office but no luck. Any advice welcome!

vuvuzela

The company I am sure will have the responsibility to make sure it gets back to you. Do they have any T&Cs on their website about this ? What have they said when you've spoken to them about it ?
If they are intransigent about it, you might have to go small claims court route.

cloud88

There's nothing on their website, the only thing they have said so far is that it has never been a problem before! They are a small but reputable company so its a shame this is letting them down really.

PZH

cloud88 wrote: »

....now it hasn't arrived after almost 3 weeks, and it was only in 1st class post so not tracable.

The company returning the item have a duty of care to the product whilst it is in their possesion (this includes up to the time you receive it back). So the lost item is their responsibility. If they choose to send it back via an uninsured service, then that is their choice.

cloud88 wrote: »

This is a valuable item so I'm really worried about it - is there anything I can do? Do the company have any obligation to replace it?

The company would have to put you back in a position before your loss.

The value of the item therefore will be the value with the unrepairable fault.

Assuming it IS lost - They could either offer you compensation to the value of the item (with the fault taken into account)

or

Offer a replacement item.

If they do neither - you could take them through the small claims court - but your problem may be proving the value of the item due to the existing fault.



BUT - all this may be premature.

Write them a letter, and send it recorded, stating the facts of what has happened, what you expect them to do to rectify the situation, and by when.

You never know - their CS may be spot on.