sent item missing where to fine rights

Ben_cooper

Hello any advise would be great, 
we had a faulty appliance (stick vacuum) which we sent back to the company based in Poland, we sent it with parcel force from local post office, paid for the value  and protection and custom fees and forms  , we are now at the 2 month mark. 
After opening a complaint with parcel force as told to 30 days ago by there customer service, the then missing and not delivered item.
We have now basically  been told that the item is held in customs and that parcel force can't do anything about it. as an additional result because of the delays the company we bought the vacuum from is now saying the vacuum is outside of the warranty period, so parcel force's  has cost us that as well. at this point i am only worried about parcel force. what rights where to i go, as any emails are not getting us anywhere 
Many thanks
Ben

sheramber

Parcel Force hasn't cost you, Polish /EU customs ( wherever the parcel is held) have.  

 

Manxman_in_exile

Did you buy it direct from the company in Poland, and not from someone in the UK?

If you informed them of the fault before you returned it to them, and you informed them before the warranty period expired, then the delay shouldn't matter as you notified them of the fault within the warranty period.

(At least that would be the position under UK law.  I've no idea if the same would apply to Polish law... )

Ben_cooper

sheramber,
as far as i'm concerned or atleast its my opinion that, i have paid parcel force to deliver the package they new the destination,contents,weight.  they quoted a delivery time that suited me and a price i was willing to pay but they failed to meet that agreement they took responsibility of my property and now i don't have it (and i had to pay for the privilege) 

molerat

You cannot hold Parcelforce liable for delays outwith their control and that will be clearly stated in the T&Cs you agreed to when using the service.  As others have said you likely have consumer rights under EU / Polish law - assuming you purchased the item from the company you are sending it back to - for the item still to be repaired but you will need to investigate that angle.

sheramber

It may be you opinion but that doesn't  make it right.

What do you expect Parcel Force to do? March into the customs premises and demand the parcel be processed?

cx6

ParcelBen_cooper said:

sheramber,
as far as i'm concerned or atleast its my opinion that, i have paid parcel force to deliver the package they new the destination,contents,weight.  they quoted a delivery time that suited me and a price i was willing to pay but they failed to meet that agreement they took responsibility of my property and now i don't have it (and i had to pay for the privilege) 

Yes they did - but subject to their Terms and Conditions, which you of course read before using them.

mobileron

what make was it,please tell so no one  else will buy in future.Did u buy directly online or from a UK retailer.