Ebay Item not as described - RoyalMail claim

bodjen0611

Update:

I have sent in an online claim form to ParcelForce attaching 4 photographs of item before, item after, packaging received and receipt showing original weight. it did say that lost/missing items could take 4/8 weeks to resolve. Hopefully won't take that long. Buyer is delighted with his purchase, pity about frame, so i think he might wait until we get this resolved. Return is obviously an option if we are not satisfied with outcome. Thanks for all your comments, they've been most helpful, and will let you know of the progress of my claim when i hear anything.
ronnie

techspec

mcbride_r wrote: »

Update:

I have sent in an online claim form to ParcelForce attaching 4 photographs of item before, item after, packaging received and receipt showing original weight. it did say that lost/missing items could take 4/8 weeks to resolve. Hopefully won't take that long. Buyer is delighted with his purchase, pity about frame, so i think he might wait until we get this resolved. Return is obviously an option if we are not satisfied with outcome. Thanks for all your comments, they've been most helpful, and will let you know of the progress of my claim when i hear anything.
ronnie

Mine took 6 months - but it was overseas.

bodjen0611

Just a brief update. Buyer emailed me last night to say that ParcelForce had been in touch and he was asked to complete and return a claim form, which he has done. I gave all details with the claim, so i guess they are looking for confirmation from the recipient. Things are moving along and will keep the forum informed of the outcome.
Ronnie

bodjen0611

Hi,
no luck i'm afraid on compensation from Parcelforce. They claim that the item is 'excluded from claims or damages' - I've asked them to reconsider and for further details as the frame has gone missing. No explanation given as to what damage and why the buyer was not told about damage/repackaging. I'll offer a refund and put it down to experience but the least i expected was more details on why it was repackaged and is this normal practice to just repackage goods without any notification. Will use different couriers in future.
Ronnie

bodjen0611

I will continue to ask questions of Parcelforce but buyer has since been in touch. He appreciates that there is nothing else i can do and decided to keep the strip and he'll get it framed himself. He has also left positive feedback.

bodjen0611

ParcelForce simply rejecting claim because of glass damage therefore not covered. I understand that, but no explanation as to whether frame was also damaged and why it was not forwarded. Also no mention of why buyer was not notified of damage/re-packaging.
I've accepted that no compensation will be given due to my own stupidity but would still like some answers.
Ronnie

bodjen0611

Going round in circles with Parcelforce and I'm now even more confused!
I asked 2 simple questions:
a) was the frame also damaged
b) why was the recipient not notified of damage/re-packaged goods.

Their answer to a) was "the glass damaged the frame and was removed before being forwarded to it's destination"
No answer for b)

I replied by saying that I understood the glass being removed for Health & Safety reasons and asked the question again - why wasn't the recipient notified of the damage/repackaged item.

They replied, and still did not answer the question, with

"Unfortunately our Parcelforce staff will not handle goods that are seen as a health and safety risk in transit. We would be unable to remove the broken glass from the frame as this would be a health and safety risk."

So what I would now like to know is
a) if they didn't remove the glass and frame who did?
b) who repackaged the item?
c) why wasn't the recipient notified?

Is it just me being awkward because I'm not being compensated or do I have a right to get some answers?

ronnie

sistafromanothermista

I would say there are still questions they need to answer!

sistafromanothermista

01908687000 - if you want to complain to a real person



Found this on another site....might be worth a try?

bodjen0611

Thanks for the number.

I'll wait a day or so and give them the opportunity to reply to my email and if still no joy will give it a call.

ronnie