Parcel2go.com Loss claim problems

HI Guys,

I moved from London to Spain and I sent all my things to my friend in Spain.
I am a musician and most of my thing ware for making music, so I bought extra insurance for my stuff in total, my things value was 3570 pouds. Now two boxes are missing value 1000+ pounds !!
CAN ANYOANE HELP !!

Dear CEO,

P2G49394037

I am writing to complain about an issue with Parcel Comparison Site.

I have already raised my issue within your organisation, but I feel that my issue is still unresolved, hence my need to involve you in helping to resolve this problem.

Here is what happened: I send 8 parcels ( boxes ) from London (UK) to Fuengirola (Spain). As I had valuable items, I bought extra insurance. The parcels were collected on 9th April 2018 by DpD courier with the delivery on Friday the 13th April 2018. First of all, I received on the 12th of April 8 separate emails for my parcels from Seur ( Dpd partener ) that my parcels will be deliverd on Friday the 13th. On that friday I started to received my parcels separate, not all of them together how is logical. They send them separate ( 2 parcels at 10;30/ 1 parcel at 12;00 / 1 or 2 on Saturday ( because didn’t find anyone at home - normally every courier need to call before they come - so the person will be home ) and Monday another parcel, in total 6 out of 8 that I send.
Just to mention, my parcels waren’t big, they could easy find a space in that big courier van, but no, the smart minds from the company decided to separate my parcels and send them how they pleased.
I made the claim on 17 April 2018. After a while, they found my things in the Seur warehouse, they told me will take a couple of days to receive them. I waited for a while and nothing happened. They told me that they're waiting for a update from the courier. After a while, I asked again when I will received my missing parcels, and now they don’t have it….they asked my to upload the proof of delivery/ non delivery/ proof of value ) and it’s been going like this since them. They are passing me by from one to another telling me they’re still waiting an update from the courier Seur. This happened on April 13th, 2018

I would like either my things back or the money for my missing things back

Please reply back via this email address, as I would like to keep all my communications in one place.

I apologise in advance to anyone reading this long winded post but it is worth it. You will see multiple ways they will try and scam you out of a claim so you can at least know to avoid using their services. If you are reading this and contemplating using their services save yourself a lot of hassle and take your business elsewhere.

What an absolute scam company!

I've used these cowboys for a while sending 5/7 parcels a week. I've experienced, as many others have, the non-collection, or non-delivered parcels that get returned without any attempt to actually deliver but I give them the benefit of the doubt and blame this on the couriers themselves but this week I have experienced an absolutely shocking level of service and discovered the complete scam artists they really are.

My parcel, £150 of comic books, was sent in the same manner that I have sent large comic bundles for the past decade to many satisfied customers. This time however they arrived damaged with clear signs that the parcel had been completely mishandled and not cared for. I was ok though as I'd ensured the parcel for its full value......or so I thought. What resulted from my claim was the most difficult and frustrating situation I have ever experienced with a company.

At each stage their 'claims handlers' tried to contest every aspect of the parcel to back out of a pay out.
- first they asked for the basic photos of damage, photos of external and internal packaging and proof of value. ALL PROVIDED
- Then they challenged the proof of value and photos of internal packaging. BOTH WERE AGAIN PROVIDED even though it was identical to the previous information

At this point i tried to use their online chat and spent the next hour or more arguing that the item was adequately packaged and that damaged caused was clearly poor handling. The adviser told me multiple times that the internal packaging was not good enough and that I MUST USE POLYSTYRENE, which must be an amazing skill to be able to know this WITHOUT EVER SEEING THE PACKAGING! Its also rather scary that a company would willingly enforce the use of a product that has such a slow degrading process and that most councils in the UK do not class as a recyclable product.

I advised them that the double walled box specialist comic box, was internally reinforced with bubble packaging and a further double wall inside of this covering ever possible side, floor and roof, as well as each comic being individually boarded for ultimate protection. I was advised that the photo does not show the layers of packaging which led me to ask how I can show multiple layers in a photo when they are 'layered' and inside a packed box. Did they want me to unpack the entire packaging and lay it on the floor next to each other so they can see what i used? There was surprisingly no answer, instead i was advised that I must get an email from the buyer, who was already annoyed that his purchase was now worth nothing, to state the exact condition of the box and how the packaging was inside! Multiple times the adviser told me i'm not covered and that a claim would not be possible. I was also told that I MUST use polystyrene to ensure the items couldnt move. I asked how the adviser knew my tightly packed items could move causing damage. Again they went straight back to the email request from the buyer.
- An email was provided advising that the item was clearly damaged in transit via poor handling with a full breakdown of contents and how they were protected perfectly. - PROVIDED
- they then asked me for a bank statement showing that id actually received payment for the items - PROVIDED
- then they asked for a full breakdown of the individual value of each of the 200+ comics inside!

This prompted me to again contact them via live chat. I asked how this was required. Do they want me to send an individual photograph or each comic cover showing the cover price (more than $600) and if so would they then be paying me this full price as the comics were now out of print or would they accept the previous document which clearly shows the lower sale value involved in the transaction. Strangely they were suddenly happy to accept the lower already proven value.

At this point I was told this would now be forwarded to the supervisor for a decision.......and guess what.....
CLAIM DECLINED.

Apparently the courier has advised them that the packaging was not sufficient for protection! Strange how 1) the courier did not open the package and view the internal packaging as the item was still sealed from myself when received and 2) how this major factor in their decision was not presented at any point throughout the claim. It is clear how they operate and clear they had no intention of ever paying out. Whats worse is the adviser who consistently argued every possible point in the process advised me that they arent an insurance provider or broker and they are NOT GOVERNED so they make the decisions and dont have to answer to anyone. How dodgy does that sound! So you mean you will make up the rules as you go along to suit you and to back out of claims.

As you can see each new request for evidence was very different from the last, the term clutching at straws comes to mind. Each time i provided clear evidence that id done everything right they came up with a new reason or request. After everything had been provided they decide to play their trump card blaming the couriers 'opinion'. Strange how Its the one thing I cant physically see myself!

You're a complete cowboy company and should be ashamed.

This will now be passed over to watchdog and posted onto any related forum and then passed to my solicitor who will fight this unjustified decision all the way.

If you've also experienced this, which is clear from feedback many have, don't let them get away with any more of this nonsense.

***ADDITIONAL INFO*** - having gone back to P2G to contest the couriers statement that the package was insufficiently packaged and to request this statement from them I have now been advised that this was not the case and that P2G made the decision. Another lie. When questioned I was advised I had misread the email.

"According to the team at the courier’s depot, your order was found to be inadequately packaged. Packaging needs to be adequate enough to protect the product during the processing and transit. This breaches our delivery specifications, which unfortunately means that we are unable to compensate you for damages to your items."

this clearly shows its the courier and as they cant provide this made up statement they are once again back tracking. Case is now re-opened

I sent a parcel thru ipostparcels in February 19 . Couple weeks later parcel appeared lost .. I tried to contact them and was told to wait... after many emails the parcel was assumed lost ... so I started to claim for compensation which was 500£ I had a mail from claims team asking for an invoice for the item which I sent immediately... then nothing... no replied... so I send the email again and again... everyday for a month... no reply... in the meantime I’m chatting with the Facebook dhl guys that tell me claims won’t be answering till they have an outcome to the claim...6 weeks... I try emailing claim again... still nothing..,
We are now early July... and i’m Reviewing my emails with dhl and... holy Guacamole... there’s an email from claim team with a claim form dating from end April that made it to my spam!
So I fill the claim form and send... but they tell me it’s too late as claim form should have been completed within 28 days as mentioned on the form and claim was now closed !!!
The thing is in this meantime i’ve Been in touch with the chat who were telling me to wait and send many many emails to claims who never answered me... I got proof of all this...
Do you guys think I stand a chance in small claims court?
Help! This was 500£ !!!