Parcel monkey

bob123

Hi

I returned an AC unit to Amazon. As the item was oversized, amazon asked me to arrange for return which I did via parcel monkey. 

The item for whatever reason has been returned to me and the packaging is damaged to the point that the item can't be lifted again as the bottom has come out. The AC is fine. 

I raised a claim with PM who have refused any compensation. So now I'm left with an item that is undelivered and a box damaged beyond repair. Not sure if Amazon will even accept the return now?

the_lunatic_is_in_my_head

Have Parcel Monkey refunded the cost of the service OP?

Given they didn't perform it I don't see how they can withhold a refund (unless the address you provided to them wasn't correct). 

When you say the box is damaged, I assume you are referring to the AC unit box? If so was this packaged in anything else? Claims for damage with couriers are difficult as if a parcel is packaged correctly it shouldn't get damaged (unless run over by a truck or something OTT). 

What was the reason for the return to Amazon, change of mind or a problem with the unit? 

bob123

Yes the units original box was completely destroyed. It's a specialised box to hold the unit but it looks like it has got wet and mashed. But unit itself looks ok. 

Returned as not powerful enough. 

PM have now refunded postage but no additional compensation. But still think what to do in returning to Amazon? Do I just patch it up and send? Will Amazon accept it in such a state?

tightauldgit

In theory there is no need to return an item in its original packaging but Amazon may well consider that excessive handling and make a deduction - better than nothing though. 

Given that you returned it to Amazon and hired the courier then I think it's your responsibility to seek compensation from them. 

On what grounds has your compensation been refused? I find a lot of couriers will try to fob you off on round one and then cave when pressed.

shapala

Amazon should be ok with the return despite the issues you've had with PM and now consequent damage. Whatever state it gets back to them could well happen again on its way back to them again. But as long as you get proof it was delivered and it was scanned at their returns facility, it should all be fine and you'll receive your refund, whatever condition it gets to them in. For larger items, I've found UPS to be both affordable but also little in the way of issues re damage - used to sell a lot of heavy desktop computers with UPS and very few issues. 

the_lunatic_is_in_my_head

bob123 said:

Yes the units original box was completely destroyed. It's a specialised box to hold the unit but it looks like it has got wet and mashed. But unit itself looks ok. 

Is that box the outer box for shipping or did you packaged inside another box OP?

bob123

It was the same box I received it in. No outer packaging. Talking about a 30kg unit which is 1m high so packaging is key

the_lunatic_is_in_my_head

bob123 said:

It was the same box I received it in. No outer packaging. Talking about a 30kg unit which is 1m high so packaging is key

It sounds as if the outer box has done it's job really and protected the unit from damage.

I understand from your point of view the box possibly has value with regards to it's condition and the refund value from Amazon but I think it would be fair to say it should have been boxed again if it needed to be protected. 

I'm not a fan of the couriers and the way they deal with claims but that is typically for loss.  

Hard to say without photos but you'd be looking at negligence to make any kind of claim, with the poor weather (where we are at least) a box getting wet isn't unreasonable, dumping it in a one foot deep puddle in a warehouse on the other hand probably wouldn't be reasonable.

Tricky situation but first thing would be to find out why it wasn't delivered (Amazon can require couriers to have timeslots to access their centres), see what Amazon can do about getting it back to them and what, if anything, they deduct from the refund. 

A product with a damaged box will likely be sold via their warehouse seller account on Amazon so it's doubtful they will view the damaged box as a total write off of the product. 

tightauldgit

the_lunatic_is_in_my_head said:

bob123 said:

It was the same box I received it in. No outer packaging. Talking about a 30kg unit which is 1m high so packaging is key

It sounds as if the outer box has done it's job really and protected the unit from damage.

I understand from your point of view the box possibly has value with regards to it's condition and the refund value from Amazon but I think it would be fair to say it should have been boxed again if it needed to be protected. 

I'm not a fan of the couriers and the way they deal with claims but that is typically for loss.  

Hard to say without photos but you'd be looking at negligence to make any kind of claim, with the poor weather (where we are at least) a box getting wet isn't unreasonable, dumping it in a one foot deep puddle in a warehouse on the other hand probably wouldn't be reasonable.

Tricky situation but first thing would be to find out why it wasn't delivered (Amazon can require couriers to have timeslots to access their centres), see what Amazon can do about getting it back to them and what, if anything, they deduct from the refund. 

A product with a damaged box will likely be sold via their warehouse seller account on Amazon so it's doubtful they will view the damaged box as a total write off of the product. 

Do you think?

To my mind if the weather is bad or forecast to be bad leaving anything outside is negligence because the person leaving it outside has no way to know when it will be collected. It could be sitting in the rain for a week. 

I mean you cant stop a box getting rained on or whatever but if its going to be left sitting somewhere it has to be somewhere it can be reasonably be expected to be protected from the elements, surely. 

the_lunatic_is_in_my_head

tightauldgit said:

Hard to say without photos but you'd be looking at negligence to make any kind of claim, with the poor weather (where we are at least) a box getting wet isn't unreasonable, dumping it in a one foot deep puddle in a warehouse on the other hand probably wouldn't be reasonable.

Do you think?

To my mind if the weather is bad or forecast to be bad leaving anything outside is negligence because the person leaving it outside has no way to know when it will be collected. It could be sitting in the rain for a week. 

I mean you cant stop a box getting rained on or whatever but if its going to be left sitting somewhere it has to be somewhere it can be reasonably be expected to be protected from the elements, surely. 

I was more referring to the box getting wet as it's moved around, carried to and from a van, driving rain through the van doors as other parcels are delivered, loading docks I would assume are undercover but that may not be the case, cardboard will obviously soak up water fast and fall apart quickly once wet.

As I say hard to judge without photos plus until OP gets the item back to Amazon and sees what deduction they impose, if anything, it's not really possible to calculate their loss.