Parcel2Go won't refund my money

natalie_1982

Over a week ago I placed an order with Parcel2Go, they arranged for a courier to collect two parcels from my home on 6th December and gave me a 12 hour window for collection 8am-8pm. Needless to say the courier (Hermes) didn't show, although P2G did take the payment.

I spoke to them via Live Chat on the Thursday evening (they don't have a phone number) and they offered to rebook the collection, however because I have a job and had already wasted a day's leave waiting for them to collect I didn't accept and asked for a stright refund.

One week later I am still waiting, every day they promise to refund me and the don't. They have blocked me from their Facebook page (ok, so I might have been posting links to CSA and Watchdog being that I am only one of dozens of dissatisfied customers) and I have emailed their CEO, CAB and Watchdog. I don't know what to do next. It was only £10, but it's Christmas next week and I don't get paid until 21st. £10 is literally the difference between me getting to work next week or not! Plus, regardless whether it's £10 or not, it's my money and I want it back - I did not receive the service, I am out f pocket for having use a day's leave and having to reapackage the parcels, why the hell do they have my money and what can I do about it?

InsideInsurance

How did you pay them? Via PayPal or Credit Card? Raise a dispute with PayPal or your card issuer about the issue.

The matter of it being £10, well there are principles but at the same time there is how much your time and stress is worth in the attempts to recover it.

I am a little confused about your comment of not being able to get to work unless you get the £10 back, if they had collected the parcel on time, how were you intending to get to work as clearly you wouldnt have gotten the £10 back

visidigi

They have up to 30 days to refund you from the point of request and acceptance - it sounds like you might have gone in all guns blazing and that might backfire on you I am afraid...

natalie_1982

InsideInsurance wrote: »

How did you pay them? Via PayPal or Credit Card? Raise a dispute with PayPal or your card issuer about the issue.

The matter of it being £10, well there are principles but at the same time there is how much your time and stress is worth in the attempts to recover it.

I am a little confused about your comment of not being able to get to work unless you get the £10 back, if they had collected the parcel on time, how were you intending to get to work as clearly you wouldnt have gotten the £10 back

Because I then had to fork out to pay a different courier company to take he parcel, assuming that they would refund me the £10 when they said they would.

I didn't get cross until yesterday, I gave them a week to get it back to me before I started firing off to CAB, etc.

I don't see why they should have my money, regardless of the amount, if they didn't provide a service.

Tesco aren't able to take money from me for going through the checkout with an empty trolley so why are P2G?

natalie_1982

Oh, and sorry - I paid via Visa debit

shocky_2

The fact that you have been so aggressive about this really undermines your case. It makes you look slightly crazy rather than someone reasonable and does not help.

However, I understand your frustration. It is outrageous that so many delivery companies waste people's time like this and don't even bother to contact you to let you know. Read the article here - http://www.moneysavingexpert.com/shopping/delivery-rights. The article is about deliveries but the principles are the same for you. If you had to take another day of leave to get the goods delivered, then you have cause to charge them for the extra leave you had to take. If you had to pay more to use another courier I would also charge them for the extra.

Consider sending the following letter to their complaints department:

"Dear Sirs

Order ref: xxxx

I refer to the above order. You entered into a courier contract with me, took payment and agreed to collect the items on 6 December 2012 between 8am and 8pm.

In breach of this contract you did not collect the items. Nor did you bother to contact me to let me know that there was a problem.

I asked for a refund in the evening on 6 December through your "Livechat" service and through subsequent contact. I still have not received this refund. Please arrange for this refund to be processed immediately.

Furthermore, I took a day of annual leave from work while I waited for collection. Due to your breach of contract I was forced to take another day of annual leave to arrange for collection by another courier company on [date]. This represented a net loss to me of one day of leave, equivalent to [insert amount], calculated on the basis of 1/260 of my full-time salary of [insert amount].

Please provide a full response and your proposals for compensating me within 14 days. If a response is not received within 14 days, I will commence legal proceedings against you in the small claims track of the County Court for damages, court costs and interest without further notice to you.

[Only include the two paragraphs just above if you had to take another day of leave. You can't claim for the wasted day because you would have taken this day anyway.]

Yours sincerely,

[Name]"

pcombo

You should have got citylink or something to pick it up.

They bring labels and it only costs around £8.

Or why didn't you go to the post office.

tomwakefield

youngsolicitor wrote: »

Please provide a full response and your proposals for compensating me within 14 days. If a response is not received within 14 days, I will commence legal proceedings against you in the small claims track of the County Court for damages, court costs and interest without further notice to you.

The company has a 30 day period to refund, so the OP should allow them that. I also wouldn't use the word "compensation" when it's not compensation, it's a refund. I would, instead suggest something along the lines of

...refunding me within 30 days of the original date of failure of the service i.e. by 5th January 2013.

shocky_2

tomwakefield wrote: »

The company has a 30 day period to refund, so the OP should allow them that. I also wouldn't use the word "compensation" when it's not compensation, it's a refund. I would, instead suggest something along the lines of

The 30 day period applies under the DSRs. The Op isn't demanding a refund under the DSRs, she is demanding a refund because she terminated the contract due to breach of the courier company - I think the money is due immediately.

The wording of the final paragraph depends really. If the Op had to take another day of work then she would be asking for compensation for that day as well as the refund, otherwise she is just asking for a refund :j

ThumbRemote

pcombo wrote: »

You should have got citylink or something to pick it up.

They bring labels and it only costs around £8.

Or why didn't you go to the post office.

What wonderfully pointless advice, given that the OP has already sent the parcels, and both your options would have cost them more money.

MamaMoo_2

Taken from Parcel2Go's refund policy

Refunds will take between seven (7) and ten (10) days to process as all refunds have to undergo a process to ensure that no collection took place.

Why not at least give them as long as their policy states?