Parcelforce won't compensate for lost parcel

MlouB007

Hello everyone. I'm hoping with all my heart and sanity that someone will be able to give me some much-needed advice relating to a delivery company which has lost my parcel and is refusing to compensate me for it. It's left me £1,400 out of pocket, money I can't afford to lose.

To hopefully cut a long story short...I sent the parcel to America and Parcelforce lost it. I called Parcelforce several times after the buyer questioned its whereabouts - an automated message would state that customers should check the status of their parcels on the Parcelforce website using the tracking number. All bar one of my calls were cut off without enabling me to speak to anybody. Throughout, and even after my claim for compensation was refused, the message on the website when using the tracking number read: "prepared for export".

The upshot is that because my claim for compensation was out of the 30-day window Parcelforce won't compensate me. My argument is that how can I make a claim when I'm not given the information from Parcelforce that they lost my parcel. Instead they push me to the website where there is no indication that there is an issue, and we all know how often parcels are delivered late. How can I make a claim when they don't tell me there's a problem?

To say I'm furious is an understatement. And upset. I have a feeling you're going to tell me that I don't have a leg to stand on because they have me over a barrel with the 30-day claim period but I hope I'm wrong. Has anyone else fought a similar thing? I'd be very grateful to hear how you got on. Thank you.

twopenny

Hope you are keeping a log of dates and screen shots.
When it became apparent there was a problem, who you contacted and what happened so you have a trail to prove your point.

If they were indicating that there wasn't a problem then how could you deal with it.

I don't know the legal side, only sheer b mindedness and persistence.
I fought a holiday company for 9mts until they cracked to get rid of me 

sammyjammy

You could try small claims court, it seems you have a valid reason for missing the 30 days, make sure you have everything recorded, what you did and when/who you spoke to etc.

Hoenir

Any reason why the package wouldn't have been sent and has been held? 

Okell

Did you correctly declare the value of the parcel contents as £1400 (or whatever)?

What does the tracking currently say is the status of the parcel?

I'm not familiar with PF's T&Cs but when they refer to a 30 day window, when does that window start?  (eg from date of postage or from date tracking shows as lost?)

A proper timeline of what has happened would help...

born_again

Which method was it sent via?

Inclusive compensation cover. Compensation cover for loss or damage is included on all our services (except globaleconomy).

Did you pay for Enhanced compensation or you are looking @ £200 max.
Was the item in the excluded list?
https://www.parcelforce.com/help-and-advice/sending/items-we-exclude-compensation

MlouB007

Thank you everyone for your comments, much appreciated. To answer some of the questions raised, I made the first calls 28 days after posting, so within the 30-day period. These calls were cut off and the automated message said to go to the website - so round in circles. This doesn't appear to make any difference though sadly as the claim itself wasn't made in time. They haven't held the parcel, they've admitted they've lost it. It was sent Global Priority and I stated the value of the item. There doesn't seem to be any question over anything other than that I've not claimed in time. I'm getting nowhere with Parcelforce so I'll look into the small claims court route. 
Thanks again everyone, it's nice to have listening ears - or rather reading eyes.

Okell

MlouB007 said:

... They haven't held the parcel, they've admitted they've lost it. It was sent Global Priority and I stated the value of the item...

Have you got that in writing?

If they've admitted it I'd be inclined to argue with them that their 30 day window in which to make a claim is an unfair term under Part 2 of the Consumer Rights Act 2015 (legislation.gov.uk).

I assume you are a consumer and not a trader?

I'm not familiar with Parcel Force T&Cs.  Apart from their 30 day claims window is there anything else that would limit their liability for loss etc in those T&Cs?  Is £1400 above the maximum value hey will agree to accept?

If you can't get them to accept that they're liable for the loss and you've gone through their formal complaints procedure, I think you are going to have to sue them