We'd like to remind Forumites to please avoid political debate on the Forum... Read More »
Royal Mail won't pay me for broken phone

davidfrench728
Posts: 2 Newbie
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!
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!
0
Comments
-
You would be better off posting this in the ebay forum. You will get a straight answer there.0
-
You say it was in its original packaging- was that the solid little box they use with the pre formed inserts inside?I’m a Forum Ambassador and I support the Forum Team on the eBay, Auctions, Car Boot & Jumble Sales, Boost Your Income, Praise, Vents & Warnings, Overseas Holidays & Travel Planning , UK Holidays, Days Out & Entertainments boards. If you need any help on these boards, do let me know.. Please note that Ambassadors are not moderators. Any posts you spot in breach of the Forum Rules should be reported via the report button, or by emailing forumteam@moneysavingexpert.com.All views are my own and not the official line of MoneySavingExpert.0
-
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 website0 -
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 DickinsonJanice 1964-2016
Thank you Honey Bear0 -
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.0
-
So follow the royal mail procedure.0
-
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.0 -
davidfrench728 wrote: »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?0 -
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.0
-
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)0
This discussion has been closed.
Confirm your email address to Create Threads and Reply

Categories
- All Categories
- 350.2K Banking & Borrowing
- 252.8K Reduce Debt & Boost Income
- 453.1K Spending & Discounts
- 243.1K Work, Benefits & Business
- 597.5K Mortgages, Homes & Bills
- 176.5K Life & Family
- 256.1K Travel & Transport
- 1.5M Hobbies & Leisure
- 16.1K Discuss & Feedback
- 37.6K Read-Only Boards