Royal Mail won't pay me for broken phone

davidfrench728

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!

Irn-Bru-Kid

You would be better off posting this in the ebay forum. You will get a straight answer there.

soolin

You say it was in its original packaging- was that the solid little box they use with the pre formed inserts inside?

TonyMMM

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

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.

davidfrench728

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

So follow the royal mail procedure.

techspec

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

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?

arcon5

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.

shaun_from_Africa

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)