ParcelMonkey refusing to pay for lost packages

MA1987

Hello Everyone,

I moved from France back to the UK in July and sent 9 boxes with parcel monkey. I purchased this online with insurance, so every package was insured from 250-500 eur depending on the contents.

They lost 6 out of the 9 boxes. We are now in December and I have only been paid for 1 of the boxes (the cheapest one for that matter). They have this very scummy tactic of waiting 3-4weeks to answer which delays everything. They demanded original purchase receipts or every single item in the boxes to pay out, which was incredibly difficult, but we managed to find enough to cover the insured value.

Now they refuse to pay more than 100eur / box as the 'items are used and are personal' (which is much lower than the insured amount). They ignored me when I asked for the terms and conditions of the insurance I was sold.

One of the boxes was actually delivered in front of our house to a ramdom person in the street that never gave us our package (the others were lost in transit). They refuse to pay on this one as they say it was delivered to the correct address. (They have a signature of some Random person in the street were we live and dont even know their surname).

The problem here is that they are in a position of power, they do not have a phone number, so you have to use their messaging system and wait weeks for an answer. They refuse to pay what we insured the packages for. What can I do? Would suing them be likely to be successful?

JJ_Egan

In what country was the actual Parcel Monkey purchase ??

MA1987

Purchased online from parcelmonkey.com shipping from France to the UK.

soolin

Just to be pedantic, parcelmonkey were not the ones who lost your parcels, it was whichever courier you opted to use as parcel monkey are just third party brokers. Any insurance restrictions would be based on the courier's requirement, so check the courier t and cs out to see what they say about used personal goods.

Unfortunately having a broker involved can rather complicate matters as it just adds another layer in to the dispute , but all you can do is persevere.