Fedex lost parcel, still demand customs fees

Mfczk

visidigi said:

When you say lost it, do you mean there is no proof of delivery on it? Or you mean you never received it - e.g. was left in a safe place and taken for example?

Lost in transit before delivery was even attempted. It was scanned at their hub on the 9th of April and there's been no update since. They "Investigated" it and their response was basically "We don't know where it is, oops.. pay us".

Mfczk

PHK said:

sheramber said:

But HMRC didn’t lose the parcel.

It  was lost after clearing customs.

Fedex are the ones who lost it, so are responsible, but their responsibility is to whatever party they are contracted to. 

Would that be the sender or the courier in the country of origin?

I don’t agree with this. The parcel was lost after clearing customs. The goods had already been imported into the country by the OP so the import payment is due to HMRC so the OP should reimburse the courier for doing that. (But see below) The OP might be able to get that refunded by HMRC if they consider that not receiving the item warrants it. 

Say this is the case.. X amount was the customs fees, then Fedex added their own fee on top of it, and now a late payment fee on top of that. Wouldn't it be more fair for me to pay HMRC what I "owe" them but not the added Fedex fees since they screwed up everything else? I'm fighting this issue with them but might try that as a last resort if I really have to.

sheramber

PHK said:

sheramber said:

But HMRC didn’t lose the parcel.

It  was lost after clearing customs.

Fedex are the ones who lost it, so are responsible, but their responsibility is to whatever party they are contracted to. 

Would that be the sender or the courier in the country of origin?

I don’t agree with this. The parcel was lost after clearing customs. The goods had already been imported into the country by the OP so the import payment is due to HMRC so the OP should reimburse the courier for doing that. (But see below) The OP might be able to get that refunded by HMRC if they consider that not receiving the item warrants it. 

The sender should claim for the lost item. Or claim on insurance if they took it out. 

(The OP should concentrate on complaining to FedEx that they should waive their handling fee in the circumstances. Additionally of a replacement is sent then the Ozp would have a good case to claim the second set of import payments from FedEx as their losing the parcel caused the second payment to be necessary )

What don’t you agree with?

You seem to be saying the same as I said.
Fedex are responsible.

sheramber

Mfczk said:

PHK said:

sheramber said:

But HMRC didn’t lose the parcel.

It  was lost after clearing customs.

Fedex are the ones who lost it, so are responsible, but their responsibility is to whatever party they are contracted to. 

Would that be the sender or the courier in the country of origin?

I don’t agree with this. The parcel was lost after clearing customs. The goods had already been imported into the country by the OP so the import payment is due to HMRC so the OP should reimburse the courier for doing that. (But see below) The OP might be able to get that refunded by HMRC if they consider that not receiving the item warrants it. 

Say this is the case.. X amount was the customs fees, then Fedex added their own fee on top of it, and now a late payment fee on top of that. Wouldn't it be more fair for me to pay HMRC what I "owe" them but not the added Fedex fees since they screwed up everything else? I'm fighting this issue with them but might try that as a last resort if I really have to.

The sender should be covered by any insurance cover they have with FedEx- either the basic supplied or extra they took out.

I would agree with paying the customs fees and then fight FedEx over the rest. 

Mfczk

sheramber The sender should be covered by any insurance cover they have with FedEx- either the basic supplied or extra they took out.

Unfortunately, this gets more confusing. So the parcel came from outside the EU from an export service, into the EU which then got passed to an extra company, they're the ones who chose Fedex and we have no contact with them. It's a small forwarding company in Poland with minimal contact details. Is this basically hopeless then?

visidigi

first things first. call FedEx and select 'make a complaint' on the phone system, outline the complaint and make it clear the customs fees need to be cancelled as they have failed to fulfill the contract service (clearance and delivery is the service, it would be different if FedEx hadn't done the clearance - of course they have, because they charged you a fee)/

PHK

Mfczk said:

PHK said:

sheramber said:

But HMRC didn’t lose the parcel.

It  was lost after clearing customs.

Fedex are the ones who lost it, so are responsible, but their responsibility is to whatever party they are contracted to. 

Would that be the sender or the courier in the country of origin?

I don’t agree with this. The parcel was lost after clearing customs. The goods had already been imported into the country by the OP so the import payment is due to HMRC so the OP should reimburse the courier for doing that. (But see below) The OP might be able to get that refunded by HMRC if they consider that not receiving the item warrants it. 

Say this is the case.. X amount was the customs fees, then Fedex added their own fee on top of it, and now a late payment fee on top of that. Wouldn't it be more fair for me to pay HMRC what I "owe" them but not the added Fedex fees since they screwed up everything else? I'm fighting this issue with them but might try that as a last resort if I really have to.

Fed Ex have already paid it, so you need to pay that to FedEx but complain that you shouldn’t pay them their fee. See my full post. 

HillStreetBlues

PHK said:

sheramber said:

But HMRC didn’t lose the parcel.

It  was lost after clearing customs.

Fedex are the ones who lost it, so are responsible, but their responsibility is to whatever party they are contracted to. 

Would that be the sender or the courier in the country of origin?

I don’t agree with this. The parcel was lost after clearing customs. The goods had already been imported into the country by the OP so the import payment is due to HMRC so the OP should reimburse the courier for doing that. (But see below) The OP might be able to get that refunded by HMRC if they consider that not receiving the item warrants it. 

I can't see HMRC agreeing to any refund as item has been imported.
My argument would be the receiver is libel for payment and the OP isn't the receiver.

Mfczk

visidigi said:

first things first. call FedEx and select 'make a complaint' on the phone system, outline the complaint and make it clear the customs fees need to be cancelled as they have failed to fulfill the contract service (clearance and delivery is the service, it would be different if FedEx hadn't done the clearance - of course they have, because they charged you a fee)/

I'm waiting for a response at the moment. I'm hoping they drop it but the reason for this post is to get more information if that falls through.

Fedex are the worst at responding, their customs department completely ignored my first email to them about this when I first got the invoice. I hate this company

forgotmyname

Phone them.  I had a situation with 2 boxes in a shipment.   Driver delivered just one box and oddly handed it to my wife and almost sprinted to
his van with no signature, She thought it was rather light so turned the box over to find it was empty.

She was upset but I said don't worry he must have known it was empty, possibly 2 tubes with one sliding inside the other because the
items were approx 1m long and this was only half of it.

I phoned FedEx and they were helpful, chasing the 2nd item and in contact with the seller regarding replacement items.   I did receive 2 sets of
invoices after everything got sorted so I phone them again and said do you really expect me to pay this?

Not only did they scrap their charges but they also scrapped the tax etc.  I was just expecting them to cancel the charges for the non delivered
items but they did better than that.