Parcel compare - uncontactabkw and taking money from my credit card

jakedrinks

I booked a standard courier delivery of a large parcel. At the time of booking I correctly entered the height and weight of the parcel and that information was correctly shown on my invoice. 

A month later they have taken a further £52 for a large parcel subsidy. No warning, no further explanation!

I have been unable to contact parcel compare - there’s no telephone number and the online messaging system is returning an error message.

No warning about the charge and no justification given. Terrible customer service 1 I will be doing everything possible to warn people against using this company and pursuing compensation.  

jakedrinks

Turns out the large parcel surcharge is for parcels exceeding a combined girth and length greater than 300cm. My parcel was 123x66x22cm, so girth plus length is 211cm, way off the threshold for a surcharge.

they remain in contactable! I’ve tried 3 different web browsers and I keep getting the same block box, “Confirm your request”. Nothing to click on.

no telephone number or even an email address. 

Spoonie_Turtle

Chargeback through your bank/card?

mrcol1000

A lot of couriers go on volumetric weight, so it can measure with a ruler okay but this measurement pushes it over the limit. 

jakedrinks

Weight was only 11kg and I had paid for 15kg….

dredit card can only dispute offer 14 days…


Anyway, more to the point, how can you contact parcelcompare?!

TOP_CAT

You have 7 days although  pressuring them to play fair may be tough .
Did you see this at all.

How do I dispute the weight adjustment charge?

Once you have been issued with a weight adjustment charge, you have seven days to dispute the charge by contacting us.  

Once we receive your dispute, no payment is taken, as the charge is placed on hold.  

In order to dispute the weight adjustment charge, you must provide one of the following: 

1. If you have been invoiced based on adjusted 'actual' weight, we require an image of the item, with the label visible, on a set of scales confirming the weight you gave us when booking 

1. If you have been invoiced based on adjusted 'volumetric' weight, we require images of the measurements of each side of the item (Point to point so you can see the measurements clearly) with the label visible in atleast one of the images confirming the dimensions that you entered are correct. 

If your evidence is sufficient, we will raise your dispute with the carrier and, once successful, the charge will be cancelled. 

If your evidence is insufficient, we will request payment of the weight adjustment charge. 

We understand it’s frustrating to have to prove the weight or size of your parcel, but unfortunately when a courier audits your parcel, we have no choice but to pay these costs on your behalf and then charge them on to you. We recommend therefore that you take pictures of your parcel before sending them.

Related Arti

Spoonie_Turtle

TOP_CAT said:

You have 7 days although  pressuring them to play fair may be tough .
Did you see this at all.

How do I dispute the weight adjustment charge?

Once you have been issued with a weight adjustment charge, you have seven days to dispute the charge by contacting us.

But how to contact them?

It's also pretty bad to expect people to have taken those specific photos as a precautionary measure - other than people who have been stung already, who does that?!

(OP I mentioned the chargeback as an alternative option/last resort if you can't find a way to contact them.)

goodfella66

Regardless of the rights or wrongs, £52 seems an overly excessive amount to charge.

JadedAngel88

Have you tried twitter or Facebook to contact them. Usually a little nudge on social media works wonders.

@ParcelCompare on twitter.

mrcol1000

jakedrinks said:

Weight was only 11kg and I had paid for 15kg….

dredit card can only dispute offer 14 days…


Anyway, more to the point, how can you contact parcelcompare?!

But going on the measurements you give that gives a volumetric weight of just over 35kg. 

martindow

jakedrinks said:

Turns out the large parcel surcharge is for parcels exceeding a combined girth and length greater than 300cm. My parcel was 123x66x22cm, so girth plus length is 211cm, way off the threshold for a surcharge.

they remain in contactable! I’ve tried 3 different web browsers and I keep getting the same block box, “Confirm your request”. Nothing to click on.

no telephone number or even an email address. 

Isn't girth the circumference of the parcel?  That would be 66+22+66+22 = 176cm

Girth +length is 176+123 = 299cm which is right on the limit so not so clear cut.

How sure are you of the accuracy of your meausurements?  Even being slightly out would take you over their 300cm figure.  If you are confident of the dimensions I would dispute the payment with your bank and start a chargeback.