Lost parcel, what are my rights?

myoung48

I recently bought a computer monitor via flubit for nearly £400. After it arrived, I decided I didn't want it and so contacted flubit saying I wanted to send it back. They said OK, gave me an address in Ireland and said that I should use any service I liked to send the item back.

I (very foolishly it would seem), chose to use parcel2go to send the parcel through DPD. When the DPD courier did not show up, they switched my order to parcelforce and said I could drop the item at a delivery point, which I did.

It is now a week later and the tracking system still says "On route to hub". I have contacted parcel2go, who say it looks like the item is lost. I've put in a claim with their website, but it says in big red letters that the item I sent isn't covered as I didn't select to pay for extra compensation and they will refund me no more than "£0".

I do not see how it is possible to loose an item that is bigger than a toddler (100cm x 30cm x 30cm). But what I really want to know is what are my rights in this situation and who should I be complaining to (flubit, parcelforce, parcel2go, someone else?).

Can they really just shrug, say my parcel is lost and walk away with no liability? What's to stop them just stealing anything they please? I'm really hoping someone can give me some advice as to what I can do because I'm feeling rather powerless at the moment.

bazzyb

If you sent it with absolutely no compensation cover whatsoever, then there will be no cover. Although most couriers usually have a minimum cover level, eg £20 which you may be entitled to claim - you would have to check your paperwork.

Are you sure you didn't opt to purchase sufficient cover, if the item was worth £400? If not, presumably this was a risk you were willing to take?

pinkshoes

Your contract is with parceltogo, so you can complain to them, but the responsibility of choosing the correct service was up to you.

I would be phoning parcel force and getting them to look for it.

When you selected DPD, did you opt for the correct insurance? Are you saying that when P2G changed your service to Parcelforce, it was then insufficiently insured? Or did you just not take insurance due to the cost?

EDIT:

When you use P2G, all it asks you to input is the weight and locations.

It then gives you an option of insured to £20 or no insurance.

If you click on the 'insure for £20' option, it then gives you the option to insure it for the full amount.

Did you take the insurance initially?

EDIT AGAIN!!

Just seen that DPD will not insure computer monitors, and can only be carried without insurance. This is in the drop down lost that you are asked ro read before agreeing to it...

Ohps.

bazzyb

pinkshoes wrote: »

Just seen that DPD will not insure computer monitors, and can only be carried without insurance. This is in the drop down lost that you are asked ro read before agreeing to it...

Are such restrictions not usually for damage, rather than loss?
(Not that it will make much difference if no loss cover was purchased, of course).

[Deleted User]

bazzyb wrote: »

Are such restrictions not usually for damage, rather than loss?
(Not that it will make much difference if no loss cover was purchased, of course).

Seems no insurance is available for carriage of monitors..

mattyprice4004

WHy would flubit be responsible?
You booked and chose the courier, your failing to ensure the item arrived back with them safely via your chosen service is nothing to do with them.

fleshandbone

The cheapest option is very rarely the best option. OP is at fault and unfortunately will probably have to swallow a loss of £400+

custardy

myoung48 wrote: »

I recently bought a computer monitor via flubit for nearly £400. After it arrived, I decided I didn't want it and so contacted flubit saying I wanted to send it back. They said OK, gave me an address in Ireland and said that I should use any service I liked to send the item back.

I (very foolishly it would seem), chose to use parcel2go to send the parcel through DPD. When the DPD courier did not show up, they switched my order to parcelforce and said I could drop the item at a delivery point, which I did.

It is now a week later and the tracking system still says "On route to hub". I have contacted parcel2go, who say it looks like the item is lost. I've put in a claim with their website, but it says in big red letters that the item I sent isn't covered as I didn't select to pay for extra compensation and they will refund me no more than "£0".

I do not see how it is possible to loose an item that is bigger than a toddler (100cm x 30cm x 30cm). But what I really want to know is what are my rights in this situation and who should I be complaining to (flubit, parcelforce, parcel2go, someone else?).

Can they really just shrug, say my parcel is lost and walk away with no liability? What's to stop them just stealing anything they please? I'm really hoping someone can give me some advice as to what I can do because I'm feeling rather powerless at the moment.

Contact the recipient. It is possible its arrived with them.
PF items can sometimes end up in the Royal Mail streams. RM hardware can't scan PF barcodes.