Parcelforce holding my daughter's christmas present

norm_diploom

I would really appreciate any constructive advice on this.

Briefly, I ordered an item from the US, it arrived in the UK on the 6th December, and was processed by customs by the 10th. I contacted parcelforce on the 13th to find out what charges were payable, and paid immediately online using the reference number they gave me on the phone. I received an email confirming receipt of payment straightaway.

Since then, nothing. I have phoned every day, sometimes several times a day, to be told that it will definitely be delivered tomorrow, or that someone from the local depot will phone me back. They don't.

My husband went to the local sorting office today, to see if they could do anything to help, and they did manage to get someone to call me. He said that their system shows that the charges have not been paid, and that there is nothing they can do. I forwarded him the email confirmation of payment whilst on the phone, and he said that he would have to talk to his manager and call me back. He never did.

I have checked online, and the visa card that I paid with has been debited with the correct amount, on the 13th december, but somehow it is not showing on Parcelforce's system.

I am desperate to get this before christmas as it is a very special surprise present for my daughter, any suggestions as to how I can sort this out please?

miduck

Given the short time you have left, I can only suggest calling again in the morning, and if no joy, on Monday morning. It is unlikely you will get to speak to anyone particularly senior before Christmas.

shaun_from_Africa

There is one option that may get you the pressie in time.

Visit the Parcelforce depot tomorrow morning and see if you can get the package if you repay the required fees and duties in cash.

Then contact your credit card issuer and explain the problem and tell them that the money you paid has not been received by Parcelforce and that you wish for them to cancel the payment and refund it back to your account.

It means that you will have to pay twice, but you should hopefully be able to reclaim one of the payments.

norm_diploom

Thanks for the suggestions: phoning is tricky as you can't get through to the depot, just to a call centre who promise a call back.

I suspect a trip to the depot may be the only option, but that involves dragging 5 kids, 2 of them ill, on a >1 hour round trip, and i don't even know exactly where the place is! Google + satnav will sort that part out, but what are the odds of them finally realising their mistake and attempting delivery tomorrow while I am out chasing the parcel?

Mrs_Moc

Before going to the depot see if you can get a direct line number to let them know you are coming.

I phoned my local depot to go collect a parcel from US yesterday. They had it set out waiting for me when I got there.

Also bring along proof of payment that should be enough.

norm_diploom

Update - I got through to the local depot, swallowed hard and paid again, and they have promised to get it to me on Monday, then sort out the refund afterwards. fingers crossed...