I feel robbed! Can this be right?

emzbur

Hi all, I wonder if you can help. I purchased a large mirror and stupidly ordered it to my workplace. When it arrived it obviously wasn’t going to fit in my car! So I used an online service that linked me with a well known courier. As the item what glass, the courier wouldn’t insure this item. The item has subsequently been damaged apparently in the warehouse and has never arrived. It has allegedly been destroyed. I have managed to recover the carriage fee but have nothing to show for the mirror which cost me £150. Can it be right that they don’t even have to deliver the broken item? How can a £150 item just go missing and I get left with nothing? Is there anything I can do?

jon81uk

Unfortunately you chose a courier that doesn't cover glass being carried on their service. Is there a reason you didn't look for a better courier who would cover it?

This is also why I don't use the brokers for couriers, its easier to go direct as you know exactly what you are signing up to then.

68ComebackSpecial

Sending a box full of broken glass to you has very obvious safety issues.

emzbur

jon81uk said:

Unfortunately you chose a courier that doesn't cover glass being carried on their service. Is there a reason you didn't look for a better courier who would cover it?

This is also why I don't use the brokers for couriers, its easier to go direct as you know exactly what you are signing up to then.

I suppose part of my question is don’t they have to provide some sort of photographic proof that it got broken in the first place? In my head, it’s not actually broken, it’s just sitting in somebody’s front room as we speak! 

[Deleted User]

What did their terms and conditions say? 

pinkshoes

It is not unreasonable for you to request a photo of the broken mirror. 

Otherwise they could claim items are broken and just keep them.

photome

jon81uk said:

Unfortunately you chose a courier that doesn't cover glass being carried on their service. Is there a reason you didn't look for a better courier who would cover it?

This is also why I don't use the brokers for couriers, its easier to go direct as you know exactly what you are signing up to then.

is there any couriers that cover/insure glass against damage

sheramber

Who delivered it in the first place?

Presumably, they covered it for damage.

And it must have been packed securely if it was't broken then and the OP didn't unwrap it / break it before forwarding it on.

mikb

sheramber said:

Who delivered it in the first place?

Presumably, they covered it for damage.

Not necessarily, it could be the senders are full aware that they won't cover glass/mirrors, and pack it accordingly, plus factor in a small amount of damaged items into their business plan. Probably cheaper to do that than pay for the insurance