ParcelMonkey failed to deliver, now refusing full refund

IhateEuropcar

I ordered a pick-up via ParcelMonkey, they subcontracted ParcelForce for the pickup, which was then taken to ParcelForce's national warehouse where it was due to be collected by ParcelMonkey (they apparently do this each day in bulk), but the parcel never left the warehouse.

After four months they refunded me for the insured value of the goods (approx £900), but decided to not refund me the full value of the delivery service that was not provided, only two thirds of it. There was no explanation as to why it was this reduced amount. I told them I did not accept the partial refund for the failed service, but they sent it anyway and said they consider the matter closed.

I have been put considerably out of pocket due to consequences of the parcel not arriving, and ParcelMonkey's service and communication has been among the worst I've ever experienced.

I thought under the Consumer Rights Act, I have the right to a full refund of the service they did not provide?

the_lunatic_is_in_my_head

IhateEuropcar said:

but decided to not refund me the full value of the delivery service that was not provided, only two thirds of it. 

Hello OP

Are you referring to just the courier fee or are you referring to the entire fee including the parcel cover (what sone may call insurance)?

The fee for transporting the goods should be refunded in full, I'm not sure they have to refund the parcel cover element as that's a separate service which they've performed.

If you are referring to just the courier fee, how much is outstanding?

HillStreetBlues

As about
With £900  of insurance you must pay paid extra for that,  so that part is non-refundable  as you used it.

IhateEuropcar

Hello and thanks, they didn't break it down, you see it on the screen when you buy, but I didn't receive an invoice, not do they bother explaining.

They are a thoroughly crap company. I got replacement items redelivered with DHL for half the price ParcelMonkey charged