Parcel Hero/UPS - Damaged Items

Seekerofguidance

I recently wanted to return a Bathroom Vanity Unit & Basin to the retailer.

I found Parcel Hero online, entered the weights & dimensions of the 2 items and was offered a choice of 2 services from UPS. The 2 items weighed 50kg & 18kg and had a value of approximately £400.

I made my selection and increased the insurance cover.

The items were collected the following day, for delivery the day after. On the delivery date, the parcel tracking advised that the heavier item had been damaged and disposed of. I advised that I wished to claim on the insurance, but was declined on the basis that the courier packaging requirements had not been met, which was my responsibility.

These requirements are accessible via a hyperlink on the order page and I admit that I missed them. In summary the pertinent points are that items over 40kg must be on a pallet, but they also state that UPS do not accept pallets.

I was subsequently advised by the retailer that the item that was returned to them was also damaged in transit.

My grievance is that I was offered a service by Parcel Hero, that the UPS was not able to provide, resulting in both items being damaged.

I also note that even though one package was 50kg, it was collected by a sole driver, even though it should be a 2-person lift.

any advice please.

RFW

When I send using UPS I have to mark on if any item is over 32kg. UPS do actually collect pallets, they send different vehicles for them. Presumably it isn't a service you can book through Parcel Hero. I've never used Parcel Hero so no idea how that connection works. If you had all the details correct with PH and they never passed that on to UPS you may have some case with Parcel Hero. The UPS driver really shouldn't have taken the parcel, I'm actually surprised they did, they're usually quite fussy.

So you possibly have a couple of options. You'll need to stick with Parcel Hero. You may want to try Trading Standards for some professional advice, they may even be able to step in.

Seekerofguidance

https://forums.moneysavingexpert.com/discussion/comment/82110381#Comment_82110381

Thankyou, the item weights were actually marked on the original Suppliers packaging, which I re-used. Unfortunately I didn't photograph before sending. I have been in touch with CAB, but they are not very helpful. I will try Trading Standards next.