Royal Mail won't pay me for broken phone

I sold an iPhone on ebay and sent it special delivery, in its original packaging covered in bubble wrap. When it reached the buyer the screen was completely shattered, however Royal Mail are saying that they won't compensate the buyer for the damage.

They are saying that it wasn't wrapped correctly, even though it was all the original packaging which it came to me in the post and the fact I paid extra for special delivery to make sure it arrived in good condition.

Also, when the buyer sent the phone and packaging to Royal Mail for them to make their decision they have sent the phone back to me, even though it no longer belongs to me anymore! Their letter mentions nothing about this, as if they haven't even read my letter of complaint.

Is there anyone who can help me with this and possibly tell me who to complain to now? The FSA? I'm not sure who they are regulated by? Surely I have some rights?

Any help would be greatly appreciated!
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Comments

  • Irn-Bru-Kid
    Irn-Bru-Kid Posts: 614 Forumite
    You would be better off posting this in the ebay forum. You will get a straight answer there.
  • soolin
    soolin Posts: 73,897 Ambassador
    Part of the Furniture 10,000 Posts Photogenic Name Dropper
    You say it was in its original packaging- was that the solid little box they use with the pre formed inserts inside?
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  • TonyMMM
    TonyMMM Posts: 3,421 Forumite
    Part of the Furniture 1,000 Posts Name Dropper
    The buyer has no contract with Royal Mail - you do, you purchased their service.

    The outcome will probably be that the buyer will open a "not as described" case on ebay, and you will have to refund their money.

    You can then take up the argument with Royal Mail about liability for the damage. Their full complaints process, and how you escalate it, is listed on their website
  • Valli
    Valli Posts: 25,401 Forumite
    Part of the Furniture 10,000 Posts Name Dropper Photogenic
    The buyer should have raised this with you.

    YOU now need to refund your buyer then YOU need to raise a claim with RM, assuming you paid the correct amount of postage given the value of the item.
    Don't put it DOWN; put it AWAY
    "I would like more sisters, that the taking out of one, might not leave such stillness" Emily Dickinson
    :heart:Janice 1964-2016:heart:

    Thank you Honey Bear
  • Just so people realise, I know the process with ebay, it is Royal Mail I am having the problem with. The buyer is being very co-operative with me and is happy to just get the phone repaired, however it is Royal Mail that is liable for the damage.
  • CoolHotCold
    CoolHotCold Posts: 2,158 Forumite
    Part of the Furniture 1,000 Posts Combo Breaker
    So follow the royal mail procedure.
  • techspec
    techspec Posts: 4,464 Forumite
    But you suggest the buyer claimed. Thats ground for refusal alone.

    The SENDER has to claim. They must have thought he was the sender - thats why they have sent it back to you.

    I use boxes for anything valuable - with bubble wrap inside.
  • custardy
    custardy Posts: 38,365 Forumite
    Part of the Furniture 10,000 Posts Name Dropper Photogenic
    I sold an iPhone on ebay and sent it special delivery, in its original packaging covered in bubble wrap. When it reached the buyer the screen was completely shattered, however Royal Mail are saying that they won't compensate the buyer for the damage.

    They are saying that it wasn't wrapped correctly, even though it was all the original packaging which it came to me in the post and the fact I paid extra for special delivery to make sure it arrived in good condition.

    Also, when the buyer sent the phone and packaging to Royal Mail for them to make their decision they have sent the phone back to me, even though it no longer belongs to me anymore! Their letter mentions nothing about this, as if they haven't even read my letter of complaint.

    Is there anyone who can help me with this and possibly tell me who to complain to now? The FSA? I'm not sure who they are regulated by? Surely I have some rights?

    Any help would be greatly appreciated!

    LOL @ the FSA
    what does FSA stand for?

    So lets break it down
    you wrapped the retail iphone box in bubble wrap?
  • arcon5
    arcon5 Posts: 14,099 Forumite
    Part of the Furniture 10,000 Posts Combo Breaker
    What is came to you in in not relevant... it could have just been wrapped in newspaper and been lucky enough for it to not have got damaged, doesn't mean the packaging is suitable though.
  • techspec wrote: »
    But you suggest the buyer claimed. Thats ground for refusal alone.

    The SENDER has to claim. They must have thought he was the sender - thats why they have sent it back to you.

    This isn't correct. Either the sender or the recipeint can claim providing that whoever submits the claim has all of the required paperwork and information.

    There is a box on the claim form where you have to state if you are the sender or recipient.

    Are you the Sender or Recipient (please tick)
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