Parcelforce broken delivery

majallen

I purchased some denby plates on ebay and despite the seller packaging them very well and marking the parcel very clearly as fragile they arrived smashed.

Apparently the sender has to complete the form to claim but they need a photo of the smashed plates and I have to keep them as evidence etc etc so not straight forward as both parties have to be involved. As she has had her money for the sale I'm sure she is not too bothered about chasing this up repeatedly although she seems to have done a good job. This happened in November and she is now not getting any response. I have emailed them to see what can be done and have been advised I should raise a dispute via ebay (even though it is not the sellers fault?). Also that they do not cover ceramic items for compensation and the sender is their customer so nothing they can do. So it seems they can do what they like with a parcel and then take no responsibilty.

Does anyone know what my rights are?

Thanks

Miranda

mije1983

majallen wrote: »

Does anyone know what my rights are?

Very few. The contract is between the seller and courier so yes, the seller needs to be the one chasing this up.

If it happened back in November I would imagine you have no chance of getting anywhere with an eBay dispute but you could ask over in the eBay board.

shaun_from_Africa

majallen wrote: »

. I have emailed them to see what can be done and have been advised I should raise a dispute via ebay (even though it is not the sellers fault?). Also that they do not cover ceramic items for compensation and the sender is their customer so nothing they can do.

Even though your seller isn't responsible for actually breaking the plates, it was their choice to use a delivery service that didn't offer compensation for damage for the goods concerned and it is the sellers responsibility to cover your losses then make their own attempt to get compo from Parcelforce.


You are well out of time for an ebay dispute but if you paid by Paypal then you should open a dispute there. (I think you have 6 months for this).

BadBehaviour

Not your job to chase up Parcelforce. The seller is responsible so they will need to claim the money back from Parcelforce if they can. They have to refund you whether Parcelforce will refund or not.
You made the purchase on eBay so I assume you paid via Paypal. You can open a claim with Paypal and you'll get your money back. What happens with Parcelforce is not your problem but the seller's.

wealdroam

majallen wrote: »

I purchased some denby plates on ebay and despite the seller packaging them very well and marking the parcel very clearly as fragile they arrived smashed.

Apparently the sender has to complete the form to claim but they need a photo of the smashed plates and I have to keep them as evidence etc etc so not straight forward as both parties have to be involved. As she has had her money for the sale I'm sure she is not too bothered about chasing this up repeatedly although she seems to have done a good job. This happened in November and she is now not getting any response. I have emailed them to see what can be done and have been advised I should raise a dispute via ebay (even though it is not the sellers fault?). Also that they do not cover ceramic items for compensation and the sender is their customer so nothing they can do. So it seems they can do what they like with a parcel and then take no responsibilty.

Does anyone know what my rights are?

Thanks

Miranda

You say it is not the seller's fault. It really is. It is the seller's job to get the goods to you. The seller's agent, the carrier, has let them down. The seller has a contract with the carrier. You have no contract with the carrier.

Did you pay via Paypal?

If so, put a claim in with them - goods not as described.
But get a move on. There is a time limit - 180 days I think.

custardy

majallen wrote: »

I purchased some denby plates on ebay and despite the seller packaging them very well and marking the parcel very clearly as fragile they arrived smashed.

Apparently the sender has to complete the form to claim but they need a photo of the smashed plates and I have to keep them as evidence etc etc so not straight forward as both parties have to be involved. As she has had her money for the sale I'm sure she is not too bothered about chasing this up repeatedly although she seems to have done a good job. This happened in November and she is now not getting any response. I have emailed them to see what can be done and have been advised I should raise a dispute via ebay (even though it is not the sellers fault?). Also that they do not cover ceramic items for compensation and the sender is their customer so nothing they can do. So it seems they can do what they like with a parcel and then take no responsibilty.

Does anyone know what my rights are?

Thanks

Miranda

This one always makes me wonder. Do people pay extra for marking a package fragile?
No,it goes with all the other packages.
You dont state if the packaging was damaged? Im guessing not.
Simply under packaged items.
As said,forget Parcelforce. It between you and the seller.

Keep_pedalling

Unless the plates were double boxed with lots of impact absorbing material protecting the plates from each other and the outside world, they were not well packed.

Sounds like your seller has been stringing you along so that you ability to put in a claim times out.

majallen

Thanks everyone I'll try Paypal.

theonlywayisup

This would be better on the eBay boards.....however the advice here is spot on.

If you have had no eBay case open you still have time to open a SNAD with PayPal. Upload your photos and explain you have tried to resolve this with th seller, add any correspondence to the case.

The seller will be given an opportunity to reply and refund. If nothing is resolved within 72 hours I would escalate the case. PayPal will expect you to return the item tracked for a refund....to pre-empt a ridiculous request I would ring them to advise that the item is not only broken but a hazard. See what they say but be guided by them, do what they ask and do not close the case.

bris

majallen wrote: »

Thanks everyone I'll try Paypal.

It should have been done when they arrived smashed, it's not your problem it's the sellers. Sure you can help her get her money back but it's her problem. Get the Paypal dispute opened now before it's to late.