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RFW333
Posts: 4 Newbie

Recently needed to arrange a Parcel Collection from a Relative of mine to be delivered to myself at home. Contacted Parcels2Go, who I have used before, I agreed to use DHL as the carrier. The contents were Eight Bottles of Spirits (Exclusive Specialist Gin) which I specified and confirmed with weight and size of package. I also decided to pay the extra for increasing the basic Insurance Cover of £20.00 to £100.00. Order was placed and parcel collected as promised next day and I tracked parcel details.
After a week still no delivery, however Tracking noting that parcel was sitting in DHL Depot (Bristol) and out for Delivery confirmed. Finally I contacted DHL HQ and they later advised me that some contents had been broken, supposedly during the collection and arrival at Depot (Bristol) and it was decided by Depot that parcel could not be delivered. I therefore requested that they either parcel the remaining contents securely and deliver to my address as per original instructions or I would arrange to collect from Depot in person.
Subsequently I was then advised without any prior notification to myself, that due to 'Health & Safety' they had decided to dispose of the contents and that was DHL's end to the story. However I would add that realising the contents (Gin) I find it strange that ALL the content bottles were smashed, or just disappeared?? and that nothing was left for me to identify.
I was then advised that and Insurance claim would have to be processed via Parcels2Go and duly tried to make contact with this Company. Now I am not sure if anyone has tried to contact Parcels2Go, but there isn't to my knowledge a contact Telehone Number or even an Email address, so I then proceeded through a 'dreaded Chat Line.
Dealing with this Company is a complete JOKE, after literally hours of trying to negotiate an answer I have now received an Email confirming that I am not covered for the Contents Value. However as a Good Will Gesture, from the total original delivery charge of £12.90, they have refunded me £8.10 (Delivery Charge) not the extra value cover of £4.80. Also they have subsequently added that as the parcel contents was Alcohol, they do not cover for or deliver such goods!!!!
You will note that this was after I originally specified the contents before placing the order and checking with DHL Ltd, that they DO ACCEPT Alcohol Parcel deliveries?? Therefore as far as Parcels2Go are concerned this their 'End of the Road'. Not sure where I go from here, except to use Small Claims Court?
Any other ideas would be welcome.
Regards
Bob Ward
After a week still no delivery, however Tracking noting that parcel was sitting in DHL Depot (Bristol) and out for Delivery confirmed. Finally I contacted DHL HQ and they later advised me that some contents had been broken, supposedly during the collection and arrival at Depot (Bristol) and it was decided by Depot that parcel could not be delivered. I therefore requested that they either parcel the remaining contents securely and deliver to my address as per original instructions or I would arrange to collect from Depot in person.
Subsequently I was then advised without any prior notification to myself, that due to 'Health & Safety' they had decided to dispose of the contents and that was DHL's end to the story. However I would add that realising the contents (Gin) I find it strange that ALL the content bottles were smashed, or just disappeared?? and that nothing was left for me to identify.
I was then advised that and Insurance claim would have to be processed via Parcels2Go and duly tried to make contact with this Company. Now I am not sure if anyone has tried to contact Parcels2Go, but there isn't to my knowledge a contact Telehone Number or even an Email address, so I then proceeded through a 'dreaded Chat Line.
Dealing with this Company is a complete JOKE, after literally hours of trying to negotiate an answer I have now received an Email confirming that I am not covered for the Contents Value. However as a Good Will Gesture, from the total original delivery charge of £12.90, they have refunded me £8.10 (Delivery Charge) not the extra value cover of £4.80. Also they have subsequently added that as the parcel contents was Alcohol, they do not cover for or deliver such goods!!!!
You will note that this was after I originally specified the contents before placing the order and checking with DHL Ltd, that they DO ACCEPT Alcohol Parcel deliveries?? Therefore as far as Parcels2Go are concerned this their 'End of the Road'. Not sure where I go from here, except to use Small Claims Court?
Any other ideas would be welcome.
Regards
Bob Ward
0
Comments
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Just add to my above Forum details, from my experience I will never place another Order through Parcels2Go, my recommendation would be to use their site for price indication and then 'Go direct to the Parcel Delivery Company' just cuts out the useless middle-man and split responsibilities!!0
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A quick look at DHL shows that alcohol is carried within the UAlcohol – to other EU countries (sending alcohol within the UK is permitted). Shipments containing alcohol to destinations outside the EU may be subject to local restrictions
however, your contract is with parcels2go who may have different rules and a quick look shows that they do preclude alcohol
https://www.parcel2go.com/ie/prohibited-items
Liquids/Creams/Oils/Gel - Including Aftershaves, AlcoholI’m a Forum Ambassador and I support the Forum Team on the eBay, Auctions, Car Boot & Jumble Sales, Boost Your Income, Praise, Vents & Warnings, Overseas Holidays & Travel Planning , UK Holidays, Days Out & Entertainments boards. If you need any help on these boards, do let me know.. Please note that Ambassadors are not moderators. Any posts you spot in breach of the Forum Rules should be reported via the report button, or by emailing forumteam@moneysavingexpert.com.All views are my own and not the official line of MoneySavingExpert.1 -
Thanks for your reply and I concluded the same as you. However I did check with DHL (who confirm Alcohol was OK) and I did identify the contents to Parvels2Go before I placed the order and they accepted my instructions. I do think that DHL should bare some responsibility as they smashed the parcel and dispose of it before notifying me about the situation. You will also note that Parcels2Go did not refund the extra insurance I paid to cover the increased level.
I think it it is worth going through Small Claims Court?0 -
It doesn't matter what DHL cover - you entered into a contract with Parcel2Go, and it's their list that matters.
Unfortunately as they use a system that doesn't have a real-life person at the other end accepting shipments, it's down to you to check the goods are allowed - sometimes their system will throw up a warning if you're sending an item they won't carry, but all it takes is a different phrasing / typo etc and it'll accept the shipment without bother.
I've been down the Small Claims road with them, and they did pay up before the court date - however my case was much more straightforward and their error was clear but they just wouldn't accept it. You've chosen to send something that's prohibited, so I wouldn't fancy your chances.
I would however expect proof of the damage (a photo etc) if they're not returning the goods to you.1
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