Shameful compensation

sandrafina

Hello everyone and thanks for this space.

That is the first time I have to chase after a company or my consumer rights, so I am fairly new on what measures, and what ombudsman to go to. So this is what happened to me.

Parcel Hero was contracted by me to send a parcel to Brazil.
The parcel was a small shoe sized box containing gifts for my closest family. 3 watches, 1 perfume and a set of make up and make up brushes.

When the box arrived in Brazil, the receiver didn't pay the "goods tax" to take the box, so it was sent back to London to me.

However on the process of coming back, they manage to get it lost.
The whole process of bringing it back which began around middle of March, was a stressful journey of phone calls chasing, tons of emails exchanging and endless waiting!!
Till finally, after providing them with the invoices of the goods value, they decided to compensate me with £50, even when i have provided them proof of almost £250 worth of good in the lost parcel.
Goods that I had to replace because I had made a promise with the recipient.

It took them 3 months of spinning me around to hand me this " Go home little girl" kind of compensation.

I have just email them asking why would I receive only that when my investment was much beyond that.

I am tired of been treated with disrespect and with no value whatsoever.
Please could you help me with this issue.
Which step should take from now on?

Many thanks,
Sandra Stein

wealdroam

sandrafina wrote: »

Hello everyone and thanks for this space.

That is the first time I have to chase after a company or my consumer rights, so I am fairly new on what measures, and what ombudsman to go to. So this is what happened to me.

Parcel Hero was contracted by me to send a parcel to Brazil.
The parcel was a small shoe sized box containing gifts for my closest family. 3 watches, 1 perfume and a set of make up and make up brushes.

When the box arrived in Brazil, the receiver didn't pay the "goods tax" to take the box, so it was sent back to London to me.

However on the process of coming back, they manage to get it lost.
The whole process of bringing it back which began around middle of March, was a stressful journey of phone calls chasing, tons of emails exchanging and endless waiting!!
Till finally, after providing them with the invoices of the goods value, they decided to compensate me with £50, even when i have provided them proof of almost £250 worth of good in the lost parcel.
Goods that I had to replace because I had made a promise with the recipient.

It took them 3 months of spinning me around to hand me this " Go home little girl" kind of compensation.

I have just email them asking why would I receive only that when my investment was much beyond that.

I am tired of been treated with disrespect and with no value whatsoever.
Please could you help me with this issue.
Which step should take from now on?

Many thanks,
Sandra Stein

I read this on their website:

Insurance & Compensation

Unlike other international couriers, ParcelHero® offers £50 free cover on every delivery as standard. We minimise any risk of loss or damage by only offering the services of the world’s best and most reliable carriers. However because your international package will be handled multiple times before delivery it is re-assuring to know that your package is covered. Additional Insurance Protection is also available.

Did you take out additional insurance protection?

bris

Ok so you sent goods and they refused them due to tax, the goods got lost but you promised the recipient to replace them. The recipient refused them so they don't want them that badly do they? Personally I would blame the recipient but apart from that what insurance value do you have? For £250 you would have had to take out extra cover.

mattyprice4004

How much was the parcel covered for?

marliepanda

bris wrote: »

Ok so you sent goods and they refused them due to tax, the goods got lost but you promised the recipient to replace them. The recipient refused them so they don't want them that badly do they? Personally I would blame the recipient but apart from that what insurance value do you have? For £250 you would have had to take out extra cover.

Unless you had extra cover you are on a hiding to nothing. Honestly youre lucky they sent you anything as they did their bit by getting it to their destination. Its not their fault that your family decided not to pay the tax (if you were happy to buy the things again, why not pay the tax for them? Or are you only replacing if they coughed up compo)

daytona0

sandrafina wrote: »

Goods that I had to replace because I had made a promise with the recipient.

Well they certainly didn't have you in mind when they refused to pay the goods tax!! As harsh as it sounds, but can't you consider it 'tough luck' towards the recipient? Seems unfair that you are out of pocket because the recipient refused to pay.

It took them 3 months of spinning me around to hand me this " Go home little girl" kind of compensation.

Other users have made some interesting points. Did this "little girl" take out additional insurance, or are you entitled to ONLY 50 pounds? If you haven't taken out sufficient insurance then it is an uphill battle for you.

I have just email them asking why would I receive only that when my investment was much beyond that.

Hopefully they quote the terms and conditions which another user has found, and hopefully you counter by providing proof that you had additional insurance.

I am tired of been treated with disrespect and with no value whatsoever.
Please could you help me with this issue.
Which step should take from now on?

Don't you think that the recipient disrespected you to some extent? I mean they refused to pay and created the whole mess. Your lack of diligence has also contributed to all of this, and just be thankful that your item INITIALLY got to Brazil without going missing! Finally, why was the tax due? Was it something you didn't pay, or is it something you weren't able to foresee?

Many thanks,
Sandra Stein[/QUOTE]

Double_V

I blame the recipient for not accepting the tax.
Plus if you haven't taken out additional insurance, you won't be getting paid the whole amount. Just standard £50.

And this is voice of experience.

DandelionPatrol

I would look at it this way:

Only one party in all of this can be down and it is not you

Your intended recipients are down by gifts worth £250, but up by the tax they would not pay.

You are up by £50.

samanthaknd

I thought you didn't have to pay tax on gifts?

wealdroam

DandelionPatrol wrote: »

You are up by £50.

I guess you missed this sentence in the original post:

sandrafina wrote: »

Goods that I had to replace because I had made a promise with the recipient.

wealdroam

samanthaknd wrote: »

I thought you didn't have to pay tax on gifts?

Where did you get that idea from?

I suppose you may be right, but I have no idea of the import tax legislation of Brazil.