Parcel lost by ParcelForce - Out of pocket for £800

GavinTrezise

Hi All,

I'm looking for some advice. I ordered a tent from an eBay business seller (a camping shop). The tent was £800 which I paid via Paypal.

A number of days later the tracking details stated that the tent had been delivered and signed for by myself. I was at work and no one was at the address during that day and when I got home I could not find any parcel or delivery note.

When I phoned Parcel Force they said they would contact the driver and get back to me. After a couple of hours I received a voicemail saying that the driver had got one of my neighbours to sign for it and he had left it outside my house. This automatically rang alarm bells as usually if any of my neighbours sign for a parcel I have delivered they always take it in for me.

I contacted parcel force and the seller regarding the matter and an investigation was launched. The driver then changed his story and stated that someone was in the garden when he arrived and they signed for the parcel.

I escalated the issue with eBay and Paypal but the case was dismissed as the seller had proof of dispatch and the courier had a signature.

My attention returned to the seller who had to escalate a claim with ParcelForce as the recipient of a parcel is not allowed to do so only the seller. This also ment ParcelForce would provide no information to me with regards to the case.

I informed the loss / theft of my goods to my local police authority who sent round an officer to interview me. I provided a copy of the voicemail and correspondence to ParcelForce . They proceeded to interview the driver and agreed with me that the drivers story was flaky to say the least due to his story changing. They said that it was unlikely I would see the Tent again and provided me with a crime reference number.

I passed this on to the seller and ParcelForce but have had no joy. The other week I received a letter from the seller stating that they have been unable to resolve the full compensation of the tent with ParcelForce and enclosed a cheque to the value of £50 which was the refund amount received from ParcelForce for the postage.

I'm at a loss of what to do, this has been ongoing on since July, the camping shop has my money, I have no tent and ParceForce are not willing to pay out. What can I do now?!

LadyDee

I think your best bet is Small Claims. It would have to be against the seller, as the contract with Parcelforce is between them and the seller.

m0bov

Def Small Claims court, the seller can pursue PF, but your contract is with the seller and not PF.

peachyprice

The seller was in control of the amount the parcel was insured for, they chose not to enhance the amount, that is their fault not yours, you shouldn't be out of pocket because of their incompetence. Definitely small claims against the seller.

pinkshoes

Send a Letter Before Sction to the seller, giving him 14 days to either send another tent, or refund you the £800.

DO NOT cash the cheque.

In the letter state that you did NOT sign for the parcel, did not give the business anyone else to sign for the parcel, can prove you were at work during that time, have a police reference number, and the delivery driver has already changed his story from X to Y.

Point out that it is the seller that has the contract with Parcel Force.

Say that failure to refund or send goods within 14 days will result in court action.

Send with proof of postage

Auntie-Dolly

Have you seen a copy of the signature?

SnowTiger

Chargeback?

Apparently Chargeback can be used against PayPal. You appear to have evidence the item you ordered wasn't delivered. The fact that ParcelForce has refunded postage confirms that.

Or, perhaps, you could take the matter back to PayPal now that the proof of delivery has been brought into question.

The problem seems to be that the seller didn't insure the item and only received the cost of postage back.

GavinTrezise

Thanks for your advice, I'll give it a try. I feel like I have just been going round in circles with this. I haven't cashed the cheque as I was unsure if this would go against me.

I'll provide an update if I do get anywhere.

GavinTrezise

Yes, I requested a copy of the signature from ParcelForce and also sent them a copy of my driving licence with my signature as evidence that it was nothing like my signature.

pinkshoes

GavinTrezise wrote: »

Thanks for your advice, I'll give it a try. I feel like I have just been going round in circles with this. I haven't cashed the cheque as I was unsure if this would go against me.

I'll provide an update if I do get anywhere.

A letter before action will sort it out.

The whole court procedure is done online if it gets that far, and you will get your costs back.

Your did not give them permission for anyone else to sign for your parcel and can prove you were not at home, so will win.