Problems with Parcel2Go and TNT.

AdamPD

Hi all,

I have a very frustrating (and expensive) experience with Parcel2Go and TNT.

I purchased a bed from a company online, the bed arrived, but was missing various pieces, so couldn't be assembled, it was also damaged
I asked for a refund, but the bed had to go back to the company, at my own expense
I arranged collection via Parcel2go, using TNT's "Express" next day service
Service: TNT UK Express Service
Delivery: 1 working days
It was booked on the 25th, collected on the 25th, but wasn't delivered next day
An attempt was made on the 27th, but the parcel company claim no one was in
So the company rearranged delivery for the 30th, nothing showed up
Instead, TNT sent parcel #1 back to me.
Parcel #2, nearly two weeks after collection, is still in their warehouse, supposedly it's on it's way back to me.

Now, Parcel2GO, refuse to refund me the fee, because they "attempted" delivery, so I'm out £36.70, with Parcel2go only offering a £5 credit on my account as compensation.

Do I any possible options here? or do I just lump it and live with it?

pinkshoes

If it was faulty, why are you paying return postage?

AdamPD

Hi Pinkshoes

The bed companies refund policy says:

To return your product, you should send your product to: 13 Sutton Road, Walpole Cross Keys, Kings Lynn, Norfolk, PE34 4HD
You will be responsible for paying for your own delivery costs for returning your item. These costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

bod1467

That's for change of mind returns. The LAW (Sale of Goods Act) states that the seller must bear the costs in providing a resolution under the Act (e.g. for faulty goods).

AdamPD

Hmm, the first email I sent said

I would like to return a bed I recently had delivered, as there are parts missing from the package.

It also has a nasty scratch on the top headboard which shows up quite badly.

Do I just return the items to the address on the returns page? Or do I need to get an RMA number of some sort?

Their reply was:

Would you like for us to replace the missing and damaged parts?

I said:

Hi Nick

Thanks for getting back to me.

No I think I’d rather return and get a refund If that’s ok.

To which they replied

Okay thats fine, we normally need to exchange the item first but i'll accept a return on this occasion.

Please send the bed packaged to

Holbeach Beds
13 Sutton Road
Walpole Cross Keys
Kings Lynn
Norfolk
PE34 4HD

AdamPD

I guess I'm just confused as to what I am entitled to
I am entitled to a refund and the postage costs of sending the item back
But I've already tried sending it back once and he wasn't there to receive it, costing me some £37
I can't really afford to resend it with yet another courier for the same amount.

pinkshoes

AdamPD wrote: »

I guess I'm just confused as to what I am entitled to
I am entitled to a refund and the postage costs of sending the item back
But I've already tried sending it back once and he wasn't there to receive it, costing me some £37
I can't really afford to resend it with yet another courier for the same amount.

You need to contact them again and ask them to arrange their own courier to collect the item(s) once they have turned up at yours again.

If parcel monkey have lost any bits, then you need to claim the FULL cost of the bed from them, ad well as what you paid for postage.

AdamPD

Thanks Pinkshoes and bod.
I'll do that

AdamPD

Quick question, if they refuse to arrange collection, what options do I have?
Again thanks very much for the advice.

AdamPD

Second parcel arrived this morning, driver apologised for the state it's in and marked it down as damaged
Damaged would be an understatement
The box has been dragged across a rough surface by the looks of it and resealed with TNT resealing tape
There's gaping holes in the box and the bed frame has been exposed and scratched to hell.
What a nightmare
So now I'm opening a second claim with P2G.

AdamPD

Sent both back successfully, they've refunded the cost of the bed, but not the delivery charge and aren't offering anything to cover the cost of me sending the bed, twice now

[FONT=&quot]Hi Adam [/FONT]
[FONT=&quot] [/FONT]
[FONT=&quot]Yes ive recieved the 2 boxes. Thank you for sending them. [/FONT]
[FONT=&quot] [/FONT]
[FONT=&quot]I have refunded your card £136.50 (we are not normally obliged to refund delivery costs but i have refunded you £17.50 in view of your troubles) [/FONT]
[FONT=&quot] [/FONT]
[FONT=&quot]Kind Regards [/FONT]