Parcel2go-Delivery Guarantee

smallingtons

I posted 2 parcels to my sister in law in France.  They were picked up from my house on 8th December 2020 and had delivery guarantee to be there for the 15th December.  From the first tracking information the parcels were different.  One arrived on the 16th December 2020 and the other one in the system just kept saying held in destination country and then at the depot.  23rd December it was tracked as damaged but I requested it was still delivered.  Never was despite my repeated requests on their webchat.  I’ve had several claims opened to find the parcel but then closed off as they say it’s found.  On the 22nd  January my sister in law contacted the actual depot where it was and they stated it had been returned to me and couldn’t be stopped! Even though the tracking information updated on 29th January as being returned to sender.  I asked for a refund on the delivery guarantee for both parcels but Parcel2go say they cannot do this until the second parcel has been delivered!  At the end of February the tracking information updated to say ‘lost’. I put in a claim and I got an email stating claim is closed because the parcel was delivered.  It hasn’t been.  The parcel is worth more than I valued it for (my mistake and a lesson learnt) so if it had been found I would have been over joyed.  A claim has been re opened but I get an email saying it had been rejected as I can’t prove non delivery!  I’ve emailed the complaints department twice but they didn’t respond the second time.  They just ignore me.  Has anyone getting any advice.

the_lunatic_is_in_my_head

Letter before action followed by small claims.

The letter should detail what you want, why and a timeframe (templates can be found on Google). 

I’d request the full amount you’ve lost rather than the so called compensation amount.

They might just pay it to avoid court or they might pay but only up to the compensation plus the cost of the service.

Their address should be on the terms and conditions page on the website.