Parcels abc

Linda_eucaliptus

Hello. Wonder if anyone can help me, in February 2021 I entered a contract with Parcelabc.com to collect a parcel from my home address in UK and deliver to my house in Spain. The contents were my own possessions, they sub contract out the service and the parcel was collected by UPS. I also took out additional insurance as some of the contents were very personal to me.  

It’s now 4 months and I still have not received my parcel, I have message ABC many times and was advised to track the parcel on UPS site which I did. I have communicated and sent all the documents asked by UPS as the parcel arrived in Madrid and according to their tracking waiting for customs clearance.  To cut a long storey short after over 50 emails and 55emails from their tracking communication they now are not responding to my request ‘where is my parcel’.  What annoyed me also, is that they have now deleted all the history of the tracking, but luckily I screen shot everything.  There have been two occasion when the tracking showed the parcel was out for delivery, but nothing came, and two occasions when the system showed ‘package aborted’.
Can anyone please suggest what action I can take to try to resolve the situation, as I said I took additional insurance but ABC are saying the parcel is not lost so I cannot make a claim. Just not getting anywhere with them! 

Many thanks
Linda

Sandtree

In a follow the contract sense you did indeed book with the website of your choice but ultimate UPS are the carrier and really the only ones that somewhat know whats going on. I have been in a very similar situation, though different broker, and I got impatient after a week and very impatient after a month.

1) Have you tried the UPS app? What it shows on the app and what it shows on the website is different. One isnt really better than the other but in my case the website lost the full history but the iOS app continues to show it all

2) I know a lot of people will say its pointless emailing CEOs etc but ultimately I sent an email to the UPS CEO on Sunday evening, on Monday morning had an email saying looking into it, Monday afternoon email to say what the issue was (two random items were rejected by customs), Monday evening a call to confirm that the items can be removed from the box, Monday night the box left the capital and travelled the 500 miles to the destination depot and as we speak its on the back of van for delivery.

When we spoke to the customs brokers turns out one item was allowed and so the whole problem was caused by a 3 year old pair of jogging trousers that I had stuffed into the box to add as padding as the box was a bit too big for the amount of polychips I had. Not sure why you cannot import secondhand jogging trousers but wasnt one to fight over. UPS say they didnt have contact details for the recipient hence why it got stuck, they said they'd asked the broker for them but I still have the label for the box and it has the mobile number on it so "didnt have" isnt true... maybe just not on the right form or something.

Linda_eucaliptus

Thank you Sandtree. 

I emailed the CEO of UPS and cc the manager of Spain and Portugal last Wednesday and hey, the parcel arrived Friday at 10.30.   Very concerning you have to go to these lengths to get the service you paid for.