parcel monkey insurance complaint.

chrisl76

Hi there i could really do with some advice over an issue i have with parcel monkey.

Sold a ex display oven for £500 through a e bay private sale. I wanted cash on collection but the guy e mailed me and wanted me to send it by courier, which i was reluctant to do for obvious reasons.

So i agreed, but to protect myself i would only accept paypal gift which to my understanding was as good as cash and if things went wrong the guy would'nt be able to recall the money,i liased with him over which courier to use and he payed extra for the level of insurance cover he wanted.

when it arrived with him the glass on both the top and bottom doors were smashed and the frame all bent where it had been dropped.so the guy refused delivery and it went back to the depot, at which point i contacted parcel monkey and tried to claim through the insurance.
However they refused to pay out as the "item contained glass" even though i have repeatedly asked them to point it out in the small print they haven't and have just closed the case down.
There website is also misleading as when listing the item if its in the restricted list a warning pops up telling you to check the small print.- When listing oven or cooker no warning pops up and it takes you to a screen where it will take the extra £15 for insurance cover.

the state of play atm is parcel monkey have closed the case and refused to pay out any money.
I was advised by paypal that the guy couldnt just take the money back from my account and suggested that if he funded the transaction with a credit card he would be covered by their insurance,so he contacted the cc company who instructed him or myself to take delivery of the oven and they would then pay out. obviously i didn't want it back so he took delivery and then scrapped it. The cc then payed him his money back but by taking it from my paypal account:(

I have contacted the insurance ombudsman but that was about a month ago and am still awaiting a reply!

What do i do next?

thanks

custardy

chrisl76 wrote: »

Hi there i could really do with some advice over an issue i have with parcel monkey.

Sold a ex display oven for £500 through a e bay private sale. I wanted cash on collection but the guy e mailed me and wanted me to send it by courier, which i was reluctant to do for obvious reasons.

So i agreed, but to protect myself i would only accept paypal gift which to my understanding was as good as cash and if things went wrong the guy would'nt be able to recall the money,i liased with him over which courier to use and he payed extra for the level of insurance cover he wanted.

when it arrived with him the glass on both the top and bottom doors were smashed and the frame all bent where it had been dropped.so the guy refused delivery and it went back to the depot, at which point i contacted parcel monkey and tried to claim through the insurance.
However they refused to pay out as the "item contained glass" even though i have repeatedly asked them to point it out in the small print they haven't and have just closed the case down.
There website is also misleading as when listing the item if its in the restricted list a warning pops up telling you to check the small print.- When listing oven or cooker no warning pops up and it takes you to a screen where it will take the extra £15 for insurance cover.

the state of play atm is parcel monkey have closed the case and refused to pay out any money.
I was advised by paypal that the guy couldnt just take the money back from my account and suggested that if he funded the transaction with a credit card he would be covered by their insurance,so he contacted the cc company who instructed him or myself to take delivery of the oven and they would then pay out. obviously i didn't want it back so he took delivery and then scrapped it. The cc then payed him his money back but by taking it from my paypal account:(

I have contacted the insurance ombudsman but that was about a month ago and am still awaiting a reply!

What do i do next?

thanks

hidden?

http://www.parcelmonkey.co.uk/prohibitedItems.php

Any Item With Glass Components (carried on a no-compensation basis)

how plain did you want it?

visidigi

chrisl76 wrote: »

The cc then payed him his money back but by taking it from my paypal account:(

That's the most alarming thing for me (the oven, glass thing is blatantly obvious)

The CC didn't take the money, PayPal did, and given it was a gift, I wonder on what grounds, given it wasn't for a service etc. PayPal shouldn't really have refunded it surely? As on what grounds did the charge back get approved?

marliepanda

Have you admitted to PayPal that you have misused the gift function? That may be why they took the money back as it was not a gift.

arcon5

So to sum it up...
Guy wanted it delivering.
You booked a courier who damaged it.
Courier dont even cover damage for this type of product. You sent it anyway.

Since you agreed to send it and you booked the courier I don't see how the guys liable. From his perspective he bought an item, you agreed to post it but received it damaged.

I suspect the CC company have dealt with it by charging back the payment. Have paypal given you an option to defend it at all?

chrisl76

yeah fair enough about the glass didnt see it,but the point is i had no reason to suspect they wouldnt insure it as when you put in oven or cooker you dont get a warning telling you to check the list and they then went on to take my money.

i spoke with paypal straight after it had happened who assured me as it was done as pay friends/family the guy wouldnt have any buyer protection and so wouldnt be able to take the money back.
The payment was cleared for around 6 weeks before they suddenly took it back they had sent me an email but i didnt notice untill i went to pay for something and realised i was £500 down.
I think its totally unfair on my part as how can the cc company tell him to take delivery of it and then take the money from me, its not like im a retailer as far as i was concerned it was a cash sale between 2 individuals.

custardy

chrisl76 wrote: »

yeah fair enough about the glass didnt see it,but the point is i had no reason to suspect they wouldnt insure it as when you put in oven or cooker you dont get a warning telling you to check the list and they then went on to take my money.

i spoke with paypal straight after it had happened who assured me as it was done as pay friends/family the guy wouldnt have any buyer protection and so wouldnt be able to take the money back.
The payment was cleared for around 6 weeks before they suddenly took it back they had sent me an email but i didnt notice untill i went to pay for something and realised i was £500 down.
I think its totally unfair on my part as how can the cc company tell him to take delivery of it and then take the money from me, its not like im a retailer as far as i was concerned it was a cash sale between 2 individuals.

The CC company sees a transaction
pure and simple
So they follow the chargeback procedure from their T&Cs for their customer,the card holder
your issue is with Paypal if you wish to fight them taking the money from you

chrisl76

custardy wrote: »

The CC company sees a transaction
pure and simple
So they follow the chargeback procedure from their T&Cs for their customer,the card holder
your issue is with Paypal if you wish to fight them taking the money from you

they just said there was nothing they could do about it,thing is though this guys taken delivery of it im and im left with nothing.

if id known this was going to happen i could have taken it back and got estimates to get it repaired!

visidigi

You need to be asking PayPal why they didn't dispute the chargeback...