Parcel Hero Domestic Address Surcharge

artyowl56

Hi everyone,

Just a quick query. I recently used the Parcel Hero parcel delivery service and whilst everything went fine with the delivery they are now trying to charge me extra due to it being a domestic address and taking their driver "off the standard delivery route." Long story short I have since found out the charge is from the courier they use rather than them directly. I've never had this before with any other service and was wondering am I really responsible for paying it or should it fall to them as the service provider? I wasn't notified about the additional domestic fee when I booked (I thought I was using parcel force not them but that's a whole other story) and they only invoiced me for the charge over 2 weeks after the delivery was complete and after they'd already asked me to complete a costumer survey on their services which to me would indicate a finished transaction. Would appreciate any advice on whether I should dispute or just pay the fee. Thanks!

se2020

I have heard of (and paid) the extra 'residential address' before.

Usually for bigger/heavier items.

But, the 2 carriers I know of that charge this don't let personal customers send parcles. You Habrough to go through an application process and open an account as a business and they then provide you with a table of personalised parcel rates.

Maybe you can bypass the registration requirements by using a third party like parcel hero.

As to an extra charge added AFTER you have paid for a service, depends on what you agreed to when booking.

Maybe do another booking for the same parcel (without actually confirming) and read the terms/conditions during the booking process.

artyowl56

Thanks, that's really helpful to know. I've already sent the parcel so was more confused at how delayed the charge was than anything else and the fact it was never mentioned during booking, in hindsight probably was hidden deep in the T and C's somewhere.

I did exactly as you suggested, and put the same booking through without paying and see since I have booked they now add the charge up front which wasn't the case before so an improvement for those following in my footsteps but not much help to me.

I feel quite petty, but I really just don't understand how it can fall on my head to cover it when I wasn't quoted it during booking and was only given an invoice long after its completion. If it was charged clearly upfront like it is now I'd have no issue with it.

I now have a line going with their customer service teams so will keep updating if there's any development.