TNT Direct lost my parcel and refuse to fully refund

lhj_1988

Hi, I'm trying to do anything I can to fight this and have already submitted money claim online, contacted Watchdog and already complained to the company over and over.  If anyone else has other suggestions I am more than willing to give them a shot!

In December I needed to return a damaged inflatable hot tub I bought online, I purchased a collection form TNT Direct for next day delivery of my parcel.  It was collectede but was given no paperwork nor did the driver want to sign my paper work ( he said because of covid).

I found out from the company that should have received the parcel that they hadn't received it, so upon contacting TNT Direct (eventually, as their site isn't very clear about how to contact, so I called the main TNT number to find TNT is solely online and isn't a part of the regular TNT branch) they told me it might be lost, then about a week later it was confirmed as lost. (How they lost such a huge parcel I have no idea).  The only thing listed on the tracking is that it was collected, nothing else.

So they eventally offered me a settlement of £50 and the cost of the collection refunded, despite paying extra for their full coverage in case of loss/damage up to £5,000.  I have continued to refuse this and they keep coming back with the same offer saying it is a fair offer.

Fingers crossed the claim I submitted on the gov.uk site will end things but it's such a stress, my wife and I are healthcare keyworkers with a disabled child so we're stressed enough without worrying about how to get back almost £700 that they arent willing to refund us.

lhj_1988

edit: the part about calling them should read the TNT Direct is solely online, therefore the regular TNT phone number couldn't help as they don't operate the TNT Direct orders.

the_lunatic_is_in_my_head

TNT Direct is run by Parcel2Go so I believe your contract will be with Parcel2Go.

Hopefully you sent a letter advising them you intend to pursue the matter through small claims before fling online?