ParcelHero package lost - lied to about delivery repeatedly

WolfSong2000

I don't seem to be having much luck with companies recently .

Sent a package to USA via ParcelHero last Thursday. It was a 24 hour service using FedEx and due to be delivered the next day (Friday) but wasn't. Tracking showed it had made it stateside and cleared customs but then stopped.

Monday I contacted ParcelHero customer support who told me that they would contact FedEx. I also contacted FedEx but was told I would have to go via ParcelHero. Tuesday I contacted them again to be told that FedEx had said that the package would be delivered that day - it wasn't. Wednesday was told that FedEx had told them there had been a delay yesterday, but it was definitely guaranteed to be delivered today between 12-4pm local US time.

I got suspicious and called FedEx earlier today. They told me that not only had they received no contact from ParcelHero but that they had known since Friday that the contents of the package were "missing" which is why it hadn't been delivered. They've now opened and investigation and have agreed to deal directly with me due to ParcelHero's repeated failure to contact them regarding the matter.

I asked ParcelHero for a refund as I can provide evidence that the contracted service has not been provided and that a member of their staff has repeatedly lied to me. They are insisting that the matter has to go through their claims department and I was assured someone would contact me today. That hasn't happened and when I queried it I was informed that I would be contacted tomorrow instead.

Their claims service could take upwards of 3 months (is that even legal?) and given the nature of the situation I would much rather expedite the refund. ParcelHero are just messing me around and repeatedly lying to me. What recourse do I have, if any?

Thanks in advance for your help.