We’d like to remind Forumites to please avoid political debate on the Forum.
This is to keep it a safe and useful space for MoneySaving discussions. Threads that are – or become – political in nature may be removed in line with the Forum’s rules. Thank you for your understanding.
📨 Have you signed up to the Forum's new Email Digest yet? Get a selection of trending threads sent straight to your inbox daily, weekly or monthly!
£100 for non-delivered parcel using Parcel2Go
brisbane2012
Posts: 3 Newbie
Hello there,
I’m hoping someone can help me regarding a company named Parcel2Go (P2G)
A parcel containing a laptop, monitor screen, and a few cables was sent from Surrey UK using P2G on the 4th September 2013. The delivery SLA was the 9th September 2013. Destination Lanzarote.
Copies of passport documents and customs forms were present at the time of collection (for customs purposes) and copies of the passports were sent to the P2G admin team that day as well.
The passport documents were then re-requested by P2G and sent to them (AGAIN) well before before their cut-off time.
On the 9th September the parcel had not arrived. No delivery attempt was made. The parcel never even made it out of main land Spain!
Since the 9th September a call (or more than one per day) has been made to the “customer support” department at P2G – so that’s a total of 14 days (excludes Sundays) we have called them continuously to be fobbed off every time. Calls and emails promised back have never happened.
Around the 19th September Fedex were contacted out of sheer frustration for having no info from P2G (Fedex were the other courier company receiving the goods from P2G in mainland Spain to deliver to Lanzarote).
FEDEX advised on the 21st September that the parcel would be returned to the UK. This is because the passport paperwork was received from P2G 3 days outside of the cut-off time, so it had not even attempted to go through customs. We were cc'd into these emails proving these details.
What is most frustrating about this is that the parcel was over £100 to send. P2G have then not delivered the package, or had the decency to return any calls / emails and at their fault for providing the required documents nearly 3 days AFTER the customs / Fedex cut-off time.
The parcel then arrived back with us in the UK at about 9.30am Monday 23rd September. The airport sticker was showing transit back to stanstead at 8pm on the 21st September.
I’m not sure how we can get a refund for this appalling service. Which is ridiculous - very day since the 9th P2G have promised a call / email back NONE of these have ever happened. Sorry - apart form an email advising WE DID NOT HAVE TO PAY FOR THE RETURN COSTS TO THE UK!!
We called Monday 23rd asking to speak to a manager, or anyone of authority only to be told (quite rudely) there is no manager prepared to take the call and its 3 weeks to send a complaint in via the post only!!!!!!!
I put a direct complaint on their FB wall after this call on Monday 23rd this is not something I have ever had to do to a company before (we were thinking there has to be SOMEONE who works there that is actually is bothered about how appalling they have been throughout the last few weeks, or a manager SOMEWHERE who cares about their reputation)
Their response said a call back would happen on Monday 23rd - at 4.55pm – no call. So I added to the FB complaint, to be told it would now be Tuesday (thanks for letting us know!) We should have known no one would call!
At 11pm Tuesday 24th still no call or email all day. I added another comment and currently “they were expecting us to receive a call yesterday and will get right on it”
At this point we have no idea how to get a refund, the payment was made by debit card – let alone the items have now had to be sent by a friend travelling out, at an additional cost for baggage on the plane! And the items are going to be more than 3 weeks late.
I just can’t believe they have no management structure in place to deal with a complaint that is approaching the 3 week mark, with no contact made to us apart from their comments back on their FaceBook wall – which is obviously to show the world they are “responding” - when in fact behind the scenes no response is or has been made to resolve this issue, or to refund the £100 they have taken but not provided a service for.
I would appreciate help / advice on how to get the £100 paid for nothing but 3 weeks worth of frustration refunded.
I have read the SOGA but cant seem to get anyone to action anything at Parcel2Go, even a call back! – its becoming very stressful and frustrating.
:mad::doh::mad::mad:
:doh::doh::doh::mad::doh::mad::mad::doh::doh::doh::mad::doh::mad::mad::doh::doh::doh::mad::doh::mad:
I’m hoping someone can help me regarding a company named Parcel2Go (P2G)
A parcel containing a laptop, monitor screen, and a few cables was sent from Surrey UK using P2G on the 4th September 2013. The delivery SLA was the 9th September 2013. Destination Lanzarote.
Copies of passport documents and customs forms were present at the time of collection (for customs purposes) and copies of the passports were sent to the P2G admin team that day as well.
The passport documents were then re-requested by P2G and sent to them (AGAIN) well before before their cut-off time.
On the 9th September the parcel had not arrived. No delivery attempt was made. The parcel never even made it out of main land Spain!
Since the 9th September a call (or more than one per day) has been made to the “customer support” department at P2G – so that’s a total of 14 days (excludes Sundays) we have called them continuously to be fobbed off every time. Calls and emails promised back have never happened.
Around the 19th September Fedex were contacted out of sheer frustration for having no info from P2G (Fedex were the other courier company receiving the goods from P2G in mainland Spain to deliver to Lanzarote).
FEDEX advised on the 21st September that the parcel would be returned to the UK. This is because the passport paperwork was received from P2G 3 days outside of the cut-off time, so it had not even attempted to go through customs. We were cc'd into these emails proving these details.
What is most frustrating about this is that the parcel was over £100 to send. P2G have then not delivered the package, or had the decency to return any calls / emails and at their fault for providing the required documents nearly 3 days AFTER the customs / Fedex cut-off time.
The parcel then arrived back with us in the UK at about 9.30am Monday 23rd September. The airport sticker was showing transit back to stanstead at 8pm on the 21st September.
I’m not sure how we can get a refund for this appalling service. Which is ridiculous - very day since the 9th P2G have promised a call / email back NONE of these have ever happened. Sorry - apart form an email advising WE DID NOT HAVE TO PAY FOR THE RETURN COSTS TO THE UK!!
We called Monday 23rd asking to speak to a manager, or anyone of authority only to be told (quite rudely) there is no manager prepared to take the call and its 3 weeks to send a complaint in via the post only!!!!!!!
I put a direct complaint on their FB wall after this call on Monday 23rd this is not something I have ever had to do to a company before (we were thinking there has to be SOMEONE who works there that is actually is bothered about how appalling they have been throughout the last few weeks, or a manager SOMEWHERE who cares about their reputation)
Their response said a call back would happen on Monday 23rd - at 4.55pm – no call. So I added to the FB complaint, to be told it would now be Tuesday (thanks for letting us know!) We should have known no one would call!
At 11pm Tuesday 24th still no call or email all day. I added another comment and currently “they were expecting us to receive a call yesterday and will get right on it”
At this point we have no idea how to get a refund, the payment was made by debit card – let alone the items have now had to be sent by a friend travelling out, at an additional cost for baggage on the plane! And the items are going to be more than 3 weeks late.
I just can’t believe they have no management structure in place to deal with a complaint that is approaching the 3 week mark, with no contact made to us apart from their comments back on their FaceBook wall – which is obviously to show the world they are “responding” - when in fact behind the scenes no response is or has been made to resolve this issue, or to refund the £100 they have taken but not provided a service for.
I would appreciate help / advice on how to get the £100 paid for nothing but 3 weeks worth of frustration refunded.
I have read the SOGA but cant seem to get anyone to action anything at Parcel2Go, even a call back! – its becoming very stressful and frustrating.
:mad::doh::mad::mad:
:doh::doh::doh::mad::doh::mad::mad::doh::doh::doh::mad::doh::mad::mad::doh::doh::doh::mad::doh::mad: 0
Comments
-
0
-
Thank you so much wealdroam - I'll take a look0
-
Stop calling them. Just send a letter before action giving them 30 days to refund.0
-
ThumbRemote wrote: »Stop calling them. Just send a letter before action giving them 30 days to refund.
Why not suggest that the OP does something illegal in order to get their money back?
After all, isn't this exactly what you recently did on another thread?
http://forums.moneysavingexpert.com/showpost.php?p=63252053&postcount=170 -
And the point of that was?One important thing to remember is that when you get to the end of this sentence, you'll realise it's just my sig.0
-
Would a debit card chargeback be possible for a scenario such as this?
As the delivery company failed to provide the service paid for due to their own failings, the OP's bank may well agree to get the money back.0 -
The point was that is it really a good idea to be taking legal advice from a poster who seems to think that it is okay for people to break the law if it suits them.halibut2209 wrote: »And the point of that was?0 -
Hermione_Granger wrote: »The point was that is it really a good idea to be taking legal advice from a poster who seems to think that it is okay for people to break the law if it suits them.
Doesn't stop the advice offered being right though!0 -
Are you suggesting that ThumbRemote's suggestion...Hermione_Granger wrote: »The point was that is it really a good idea to be taking legal advice from a poster who seems to think that it is okay for people to break the law if it suits them.
...isn't the right thing to do?ThumbRemote wrote: »Stop calling them. Just send a letter before action giving them 30 days to refund.
Looks good to me.
It really would be good to see your advice for the OP... when you are ready, of course.
0 -
Ok, aside from the letter before action being your next step there are some inconsistencies in what you've said...
You say it was given to FedEx in Spain. Who did the collection then? As Parcel 2 Go aren't a courier, they are a reseller?
The package didn't leave Madrid because this is where FedEx do the clearance for deliveries to the Canaries.
From: https://smallbusiness.fedex.com/international/country-snapshots/spainCanary Islands, Ceuta and Melilla are not considered as part of the EU due to different Customs policies. Only documents are accepted to Ceuta and Melilla. Duties and taxes shipments destinated to Canary Islands must be billed to consignee. Paperwork delivered to cnee/cnee's broker will constitute POD.
So it depends where specifically it was destined to as to whether it could even be sent.
FedEx shouldn't really speak to you, they have nothing to do with you - they might if they feel sorry for you, but they are certainly not required to.
You bought from Parcel 2 Go as they were cheaper, but they also take on all risk for the shipment. Check their terms and conditions for exclusions on liability in cases where the carrier cannot complete delivery.
I suspect FedEx have charged Parcel 2 Go on the basis they should never have accepted the shipment, Parcel 2 Go would also have had to pay for the return, but again this would be their fault.
Don't think a chargeback would work, especially not as you're likely to have paid via PayPal? Can you clarify?
...ultimately though a Letter Before Action would now be your best route to resolution.0
This discussion has been closed.
Confirm your email address to Create Threads and Reply
Categories
- All Categories
- 352.4K Banking & Borrowing
- 253.7K Reduce Debt & Boost Income
- 454.4K Spending & Discounts
- 245.4K Work, Benefits & Business
- 601.2K Mortgages, Homes & Bills
- 177.6K Life & Family
- 259.3K Travel & Transport
- 1.5M Hobbies & Leisure
- 16K Discuss & Feedback
- 37.7K Read-Only Boards