Issues with a courier company - am I entitled to a refund / compensation?

eskbanker

Okell said:

eskbanker said:

I think s75 is out of the equation anyway if the item value is £79 - even if the total claim value, including postage cost, exceeds £100, it would be hard to argue that it satisfies the s75 'item value' test.

I know.      

I know you know!  I was just seeing if it would be possible to nip a digression in the bud....

Okell

@LIFRY -  give them one more opportunity.  Write to them briefly outlining the facts and what remedy you want.

If they don't play ball you will have to decide if you want to pursue it throught he court.  You can do that yourself but it does require some effort on your part.

I strongly recommend that you also ask for help on the Consumer Action Group forum.  They claim a lot of success making claims against courier companies   Postal and Delivery Services - National Consumer Service

born_again

eskbanker said:

I think s75 is out of the equation anyway if the item value is £79 - even if the total claim value, including postage cost, exceeds £100, it would be hard to argue that it satisfies the s75 'item value' test.

As OP is sender, then the value of the item would have no bearing here. Only the couriers charge would bring it into S75. Which is highly unlikely.

As per chargeback. Usual in that they can simply reject on basis item was delivered. But again that would only be for couriers charge, not the value of the item.

So in effect OP would be looking to couriers insurance, if there is any cover there?

LIFRY

visidigi said:

LIFRY said:

visidigi said:

What exactly was in the package?

A custom made handmade fabric notice board.

Did you file a textile declaration for the fabric in the item? Was it in addition to the commercial invoice you would have completed?

I suspect it might be that they could not export it due to insufficient paperwork

I am not entirely sure what you mean about a textile declaration.  However, yes I declared the fabric and the item in all the paperwork inc commercial invoices.  I have since sent exactly the same item with exactly them paperwork and had no issues at all.  My question to this forum should have probably focussed on the courier being dishonest about the parcel and its whereabouts.  I do not believe this item even reached customs - my genuine belief is they stated this to put the liability of the non delivery on myself.  I send hundreds of these and have never had an issue with customs or my paperwork.  

LIFRY

visidigi said:

LIFRY said:

visidigi said:

LIFRY said:

visidigi said:

What exactly was in the package?

A custom made handmade fabric notice board.

Did you file a textile declaration for the fabric in the item? Was it in addition to the commercial invoice you would have completed?

I suspect it might be that they could not export it due to insufficient paperwork

I believe I did everything correctly.  I do not believe that the parcel even reached customs.  I think the courier had some kind of issue and returned it and are using customs as an excuse, so that they are not liable.  If the parcel had been in customs, would anyone be notified or would paperwork attached to the parcel / sent to the courier etc?  Thanks

paperwork is filed when the shipment is exported, so Evri are converting your Evri shipment to another carrier for the international leg (as they don't have US operations themselves), therefore either the information Evri required to provide the other carrier was insufficient for that carrier to process or it was refused for export by the other carrier due to missing paperwork/information.

Customs clearance begins upon pickup in the UK, so its cleared during travel within the UK or early on in the international leg - it can be pulled for inspection upon arrival if needed.

Thanks for your reply.  My paperwork is the same as it always is.  The replacement I sent had absolutely no issues and was sent in the same way.  I believe they did not even attempt the next stage.  I had it with another parcel recently where they admitted to me they just didn't book it on with the forwarding courier and they took responsibility for this.

In regards to this parcel they did nothing with it for weeks and I contacted them multiple times and no one seemed to know what was going on.

I think it is time to change courier!

Okell

LIFRY said:

visidigi said:

LIFRY said:

visidigi said:

LIFRY said:

visidigi said:

What exactly was in the package?

A custom made handmade fabric notice board.

Did you file a textile declaration for the fabric in the item? Was it in addition to the commercial invoice you would have completed?

I suspect it might be that they could not export it due to insufficient paperwork

I believe I did everything correctly.  I do not believe that the parcel even reached customs.  I think the courier had some kind of issue and returned it and are using customs as an excuse, so that they are not liable.  If the parcel had been in customs, would anyone be notified or would paperwork attached to the parcel / sent to the courier etc?  Thanks

paperwork is filed when the shipment is exported, so Evri are converting your Evri shipment to another carrier for the international leg (as they don't have US operations themselves), therefore either the information Evri required to provide the other carrier was insufficient for that carrier to process or it was refused for export by the other carrier due to missing paperwork/information.

Customs clearance begins upon pickup in the UK, so its cleared during travel within the UK or early on in the international leg - it can be pulled for inspection upon arrival if needed.

... I think it is time to change courier!

Well you chose a "... well known budget courier..."        

visidigi

LIFRY said:

visidigi said:

LIFRY said:

visidigi said:

LIFRY said:

visidigi said:

What exactly was in the package?

A custom made handmade fabric notice board.

Did you file a textile declaration for the fabric in the item? Was it in addition to the commercial invoice you would have completed?

I suspect it might be that they could not export it due to insufficient paperwork

I believe I did everything correctly.  I do not believe that the parcel even reached customs.  I think the courier had some kind of issue and returned it and are using customs as an excuse, so that they are not liable.  If the parcel had been in customs, would anyone be notified or would paperwork attached to the parcel / sent to the courier etc?  Thanks

paperwork is filed when the shipment is exported, so Evri are converting your Evri shipment to another carrier for the international leg (as they don't have US operations themselves), therefore either the information Evri required to provide the other carrier was insufficient for that carrier to process or it was refused for export by the other carrier due to missing paperwork/information.

Customs clearance begins upon pickup in the UK, so its cleared during travel within the UK or early on in the international leg - it can be pulled for inspection upon arrival if needed.

Thanks for your reply.  My paperwork is the same as it always is.  The replacement I sent had absolutely no issues and was sent in the same way.  I believe they did not even attempt the next stage.  I had it with another parcel recently where they admitted to me they just didn't book it on with the forwarding courier and they took responsibility for this.

In regards to this parcel they did nothing with it for weeks and I contacted them multiple times and no one seemed to know what was going on.

I think it is time to change courier!

The 'problem' with these couriers is that they transfer it to a another courier and in some cases its down to the person doing the transfer manually selecting/typing/correcting - which is why some get through fine and others don't.

When importing to the USA, if there is textile in the product you usually need a textile declaration as part of the paperwork, this is an official US document, not a Commercial Invoice.