FEDEX - Broken item

born_again

Laloop2000 said:

I sent back a new ceramic sink as it was the wrong size. The builder heard the delivery man drop it down the stairs on the way out, it arrived back to the supplier smashed to smithereens. The supplier contacted me two days after they received it with images, saying that the problems was with the courier company (which I agree with). 
Fedex will not pay and keep closing the case even though the object was insured, as they say that if it is not reported within 24 hours they will not pay. 
Can anyone give me advice on how I get my money back, I keep trying to keep the case open - should I go to a small claims court? Should I pursue the supplier?

Thanks for your advice

Did you check if the item is covered?

https://shipnow.gb.fedex.com/prohibited-items

No Protection items:

The following items (or any item similar in description or content) can only be carried on a no-protection basis on any service.

Any person sending such an item does so at their own risk:

• Ceramics / Porcelain / China / Stone - Items Made Or Consisting Of Porcelain Or Similar Including Tiles, Sinks, Basins, Toilets, Baths, Concrete, Crockery, Granite, Marble, Vase, Pottery, Plates Etc.
• Glass Items Of Any Type - Including Glassware, Crystal, Bulbs, Screens, Fiberglass, Fish Tanks, Mirrors, Spectacles, Windows, Perspex
• Packaging - Including The Box, Media Packaging, Suitcases Used As Packaging
• Precious Metals And Stones - Including Gold, Silver, Gems, Diamond - Including In Jewellery Form
• Small Vehicle Parts Including Headlights, Taillights, Gearboxes
• Watches

visidigi

born_again said:

Laloop2000 said:

I sent back a new ceramic sink as it was the wrong size. The builder heard the delivery man drop it down the stairs on the way out, it arrived back to the supplier smashed to smithereens. The supplier contacted me two days after they received it with images, saying that the problems was with the courier company (which I agree with). 
Fedex will not pay and keep closing the case even though the object was insured, as they say that if it is not reported within 24 hours they will not pay. 
Can anyone give me advice on how I get my money back, I keep trying to keep the case open - should I go to a small claims court? Should I pursue the supplier?

Thanks for your advice

Did you check if the item is covered?

https://shipnow.gb.fedex.com/prohibited-items

No Protection items:

The following items (or any item similar in description or content) can only be carried on a no-protection basis on any service.

Any person sending such an item does so at their own risk:

• Ceramics / Porcelain / China / Stone - Items Made Or Consisting Of Porcelain Or Similar Including Tiles, Sinks, Basins, Toilets, Baths, Concrete, Crockery, Granite, Marble, Vase, Pottery, Plates Etc.
• Glass Items Of Any Type - Including Glassware, Crystal, Bulbs, Screens, Fiberglass, Fish Tanks, Mirrors, Spectacles, Windows, Perspex
• Packaging - Including The Box, Media Packaging, Suitcases Used As Packaging
• Precious Metals And Stones - Including Gold, Silver, Gems, Diamond - Including In Jewellery Form
• Small Vehicle Parts Including Headlights, Taillights, Gearboxes
• Watches

That's not the 'normal FedEx' - that's run by Parcel2Go (see the page footer) which is not the same thing as the OP using their own FedEx account.

If the OP has an account they are bound by the direct account terms, and the link I provided previously doesn't declare ceramics out of bounds, they only call out glass and plasma TV's.

Does look like the OP has fallen foul of the unseen damage restrictions - I don't think they would be unlawful either.

OP did you open it to find out it was too small? did you return it in the same packaging it came in?