Advice needed on delivery company and "guaranteed next day delivery"

DB74656

Hello all

I've included a copy of the transcript I've had with Parcel2Go.com below for full context and frankly to demonstrate how I feel they just wanted me to go away, but to sum things up... I booked a parcel service with them on Monday for collection the following day and paid extra for next day delivery, the total came to around £21 in all so not really a small amount as I really wanted to get the item there ASAP. On their website when I paid an additional extra cost for a guaranteed next day delivery service it stated "With the delivery guarantee, you will be entitled to a full refund of your carriage if your parcel is not delivered by (22/04/2020)*   *Not valid if the collection or delivery was attempted or impaired."
To me this sounds like if the customer either impairs or there was an attempt and the customer was not there, the guarantee is no longer valid. Which is reasonable as that'd be my fault. However Parcel2Go explained in essence that because a collection was not made, it was impaired and therefore I am not eligible for a refund. They did not know why the collection was not made when I asked. As far as they're concerned the "clock" on next day delivery only starts when the delivery company decides to show up. Not exactly what they're advertising when they specify a date.

They offered my £5 prepay on their service which I did not accept since I don't particularly like using companies with shady terms. They've also given me an email address to complain to, which I will write to shortly. But before I do, I wanted to understand if my complaint is reasonable and in essence what I should be doing at this stage. Any help is greatly appreciated.
Cheers.

[Transcript deleted, I guess it can be provided if needed/wanted?]

DB74656

[deleted transcript]

davidmcn

There's really no need to copy and paste the transcript, it's just going to deter people from bothering to answer your question.

neilmcl

Yeah, I gave up.

Hasbeen

Op, tried to read it but also gave up. But you probably can claim for the longest post ever? LOl

Seriously as long as your item is collected and delivered, then to me its not worth the hassle?  

[Deleted User]

Hasbeen said:

Seriously as long as your item is collected and delivered, then to me its not worth the hassle?  

The initial paragraph of the original post already said everything that was required, so why the whole transcript was posted I know not. The OP has been offered a £5 refund for the inconvenience and has refused, I expect because he wants more.

I wonder why people are still expecting businesses to run as normal during a global pandemic?

What was so important that this parcel had to be delivered on the next day? 

As you say, if the item was delivered then why take it any further? 

DoaM

Exactly. The company will still be providing the service so a refund amount of the difference between the service type purchased and standard service would seem reasonable. (Whether this is £5 or more or less I don't know).

However, technically the OP is right. The "man on the Clapham omnibus" (i.e. a reasonable person) would interpret the guarantee clause to mean that failure to collect would be the provider's fault, not the purchaser's fault, and therefore the "impaired" waiver would not apply. The only way the purchaser could impair the collection is by not making the goods available for collection - the purchaser has no control over the provider therefore such a clause would be deemed unfair.

DB74656

Apologies for pasting the entire transcript, it was only to be totally transparent and provide all information. I did summarise so it wasn't necessary to read the transcript unless it was deemed I hadn't included everything necessary.
If the sentiment is simply, you paid and as long as something happens, then that's what I'll take away from this post I guess.

To be clear I wasn't offered a £5 refund, I was offered £5 off my next order with them. Sorry if my summary wasn't clear on that, part of the reason I posted the transcript in case I missed something.
In response to the Covid-19 comment, you're absolutely right. But why could I not be refunded at least the extra I paid for "guaranteed" next day delivery? This was not offered. I did ask for it - again included in the transcript.
If I could edit the post I'd gladly remove the transcript as it seems to have made me come across in the wrong way

EDIT: Just found the edit option, have removed the offending text.

DoaM

You can edit your own posts. Click on the cog wheel in the blue banner above each post and select Edit.

(It seems you may have found this, as you've edited post #2).

DB74656

Just to add as I forgot to mention in my follow up, the item hasn't been delivered, I'm still waiting for it to be picked up, tomorrow hopefully.

shaun_from_Africa

Moneyineptitude said:

I wonder why people are still expecting businesses to run as normal during a global pandemic?

Surely the question that has to be asked is if a business can't provide a guaranteed service during the global pandemic, why are they still advertising this service, selling it to customers and taking money for it?
After all, the current "lockdown" has been in place for quite a while now and it was only a few days ago that the OP purchased this "guaranteed" delivery service.