Parcel2go.com Loss claim problems

A question about : Parcel2go.com Loss claim problems

Hi folks

I claimed from parcel2go.com for a lost item, however, the claim was made on the 31st December, the first day they knew the item was lost.

The item was collected on 1st December, I contacted them on 21st to be told it would be redelivered on 24th. On the 31st I checked it was redelivered, they then stated it was lost, gave me a claim form and I posted back imediately.

The claim form clearly states that claims should be made by the 28th day after collection, but they wern't aware of its loss until 31 days!:confused:

Needless to say the loss claim got rejected. I wrote to the Managing Director, and got an email offering Ј50 of credit on parcel2go.com. The item sold for Ј60 plus Ј9.99 p&p

Should I take this claim to the small claims court (at a cost of Ј25) or accept?

Any body else had problems?

Best answers:

• Parcel2go are a courier broker and when problems occur it is difficult to know who to really blame, them or the courier. I've booked many deliveries with them with little problems.
  However, if you ever have to put a 'claim' in with Parcel2go, you will be no doubt encounter the usual cheap tricks to enable them to wingle out of payment. They are so well known now but still do this with every claim possible.
  My story and I'm not alone in this.....
  I sent two boxes to Malta to my customer. One box went missing.
  Parcel2go was little help in locating the box and even said they had found it at one point. Again, I don't blame them for this as they are only passing on information provided by the courier, so possibly not their fault. I was told to wait before putting in a claim as Parcels could not be classified as 'lost' until after a period of time. (even if they have no idea where it is!)
  A few days later after chasing, they told me I would have to put my claim in quickly as else I wouldn't be able to claim.
  I checked their website and sent all the relevant but pointless information that they requested, even sending information back that they sent me. I also added an 'important' note that if they are missing any information to contact me immediately and I will send it, rather than you rejecting my claim (which i read they do alot). This was sent via Royal Mail Signed For (i'm not stupid). This was in early October 2009.
  Later after chasing again, a day before the deadline, they said I failed to provide all the relevant information (like clockwork..) and they asked me to email it to them! Email? Why not say that in the first place? Anyway, sent ALL information again to the email address.
  Again I heard nothing. Several (i mean 'many') emails later I get a response to acknowledge they 'recieved my claim'. really!
  I chased again and again... finally told they are waiting to hear back from the courier. Obviously, they are waiting to get their money from the courier and pass me on a bit. This is the bit that annoys me, Parcel2go will only give you a refund if they get one from the courier. Even if you follow Parcel2go's claims procedure to the letter and do everything they ask, they will NOT honour your claim until they get their money from the courier.. which is nothing to do with you.
  To cut a long story short, I continued my persistance... many emails and "3 months later"... I eventually get a cheque for Ј100!
  The delivery alone for the missing box to Malta was Ј75! So, really i've only been given Ј25! I paid extra 'insurance' luckily so I could claim upto Ј100 when i booked the parcel, else it would be Ј50.
  So I paid Ј75 for a delivery which never happened and Parcel2go feel they don't have to return this money to me and they only have to pay for the contents. They are a delivery company and didn't deliver.
  If you walked into a shop and paid Ј75 for something but never got it would you be happy?
• I've had many problems with them, including two smashed items and several failed collections and deliveries. To be fair, the problems have been down to DHL as much as much as P2G, but, contractually, responsibility lies with P2G, and they build barriers to hide behind, shirking their responsibilities, even trying to evade their legal responsibilities.
  Also, be warned - if you pay credit into your account, you will lose out, in the end. They won't let you part-pay with credit, but nor will they let you top up by less than Ј20. So, let's say you have Ј5 credit left and the minimum fee for a delivery is Ј7; you have two options, if you want to stop doing business with them: (1) write off your Ј5 (2) top up by Ј20 and book several more deliveries with them...but eventually you'll be back in the same position, with a credit balance that isn't enough to pay for a delivery.
  Actually, if you press them, they'll offer to refund the credit, less 5%. To date, my refund hasn't arrived.
  I now avoid both P2G and DHL.
  I haven't placed a lot of business with them yet, but, so far, do like the Interparcel/UPS service and especially the Parcelmonkey/Citylink service. The latter is a 'next-day' service at an excellent price, and I've found Parcelmonkey customer service very responsive (although they don't provide a phone number - service is by email).
• Hi,
  We have received this response from Parcel2Go:
  "Hi Phjnj,
  Firstly please let me express my sincere apologies for the loss of your parcel I can assure you this was never our intention for this to happen, generally only 0.04% of parcels we send result in a claim for loss or damage.
  If possible could I ask you to email me the parcel details direct to me on quality@parcel2go.com and I promise I will look into this for you without delay and get back to you with a response?
  We do care, and although this may not be evident from the way this has been handled I hope you can see that we will investigate and respond to instances like this quickly and affirmatively"
• How much insurance cover did you have on the item?.
  Even if the cover was only Ј50 you would have thought they would have given you Ј50 plus courier cost?.
• Parcel2go has asked us to post this on its behalf..
  ‘Hi DJ Fear Ross, I’m sorry to hear you’ve had a bad experience with our claims process is it possible you could email me the details to g.iveson@parcel2go.com and I will look into your claim personally for you? Regards George Iveson Quality Controller’
• I decided to try them and sent a parcel with them on 07/12.
  It has now been stolen from the delivery depot , my first impression of their service - parcel2go - job done , it's well and truly gone.
  Several emails to them have so far been unanswered , I appreciate they're probably getting a lot more calls etc due to the weather but I hoped someone would have at least acknowledged my emails by now.
• I've now had a much better response from Parcel2Go.
  They have been emailing me regularly since Friday Evening, keeping me updated, and I had a phone call off them today to tell me a cheque has been sent out by first class mail to cover my losses.
• Hi All, long time reader, first time poster here! You all seem pretty savvy about this sort of thing so would appreciate some advice!
  Having my own P2G nightmare, appears from the internet that this is not a new problem...
  Sold a guitar through ebay at the beginning of November, for Ј300; arranged 'next day' delivery through P2G(DHL) and was then contacted by buyer a few days later to say it hadn't arrived. Then spent three weeks trying to get information (aka blood) out of P2G's 'customer services' dept (aka a stone) and was then advised to put in a claim for loss, which wasn't ideal.
  Liaised with buyer throughout, who was very good about it all. Deadline for me to pay him refund was approaching, then suddenly P2G get in touch to say item is found and will be delivered. Great! I thought; then 2 weeks later (ie last week), no delivery, so i have to shell out Ј300 just before Christmas, thanks very much.
  Finally get P2G to confirm that claim is being re-activated, then get an email through yesterday asking if would prefer cheque or credit with them! Credit! I don't think so...anyway, then get an email today suggesting that the cheque will be a 'full and final' payment of Ј60. Sixty effing quid! Less than 20% of what this has cost me already!
  So can anyone suggest any ideas for what I could do now? I am 100% ready to take these pieces of **** to court and I don't care if I don't end up 1p up. I am not happy! All advice gratefully received!
• My cheque came through as promised.
  I'm happy enough with how quick it's been sorted by Parcel2go.
• Well I'm not happy!
  I've now been informed that I'm only insured up to the value of Ј50 because I did not take out the full insurance. This to me seems ridiculous, to lose a package the size of a packed guitar in case would require negligence, thus negating their Ts & Cs?
  Can anyone help me with some advice here?
• Hi, Parcel2Go has asked us to post this on its behalf. MSE doesn't endorse anything a company posts on the forum.
  I’m sorry to hear this has happened can I ask that you send me the order details to g.iveson@parcel2go.com and I will look into this straight away for you? Regards P2G Quality Team.’
• I used P2G and DHL to send two big items to Sweden. Two boxes were collected,a box and a pram was delivered. The pram had my order's label on it, so logically, the switch happened in the UK at the sorting office of some kind.
  P2G have been a nightmare to deal with, slow, incompetent and unprofessional customer service, which you can only get through their "live help" option, as they don't pick up their phones. The chat option is torture, it is like getting blood out of a stone, after 4 hours chatting with the adviser, no light had been shone on the matter.
  I decided to call DHL directly and to my surprise found out that P2G have not ordered a search for the lost bag, and due to the fact that P2G are actually DHL's customer and I am just a third party, DHL could only wait for P2G's directions. Upon contacting P2G with this information they blamed it on DHL stating that they misinformed me.
  On top of that P2G have closed my inquiry for the lost consignment twice, by mistake, and then denied it happened even though they have sent me two e-mails stating it was closed and DHL confirmed the information too. They further went on blaming DHL, explaining that P2G had no power to close the claim. Yeah right what a load of nonsense.
  I have been trying to get hold on someone in charge in that !!!!!!! P2G office and a month later I was finally given the honor to talk to the office manager who told me the same banal nonsense, apologized once and then rudely terminated conversation without listening. WOW what a service.
  Their actions were anything but diligent, bordering on negligent. I don't understand what reason DHL have to misinform me, stating that they have not been ordered by P2G to look for the bag. The claim which P2G are offering doesn't cover 10% of the content, it's only Ј50. So my priority really is to find my bag, its somewhere in some depot, waiting to be claimed, but the monkeys at P2G are not claiming it.
  Any advise?
• I sold a bass guitar on eBay to the value of Ј140. Naturally I took on board their rules relating to guitars, and naturally I took out the additional cover to the full value of the item.
  Collection - perfect. Although the 'DHL' van was unmarked/white and the driver was rough as anything. Still, my item was packaged to the nines, what could go wrong?
  Everything.
  If we had to judge them on collection and delivery they would get 10/10 from me. But judging by the pictures I received from my ebay buyer when he received the item, I think the driver just wandered outside and tried to catapult the guitar from my house to Nottinghamshire....! A nice bass guitar, with a beautiful cherry red finish, now with a massive smashed hole in the surface. First of all, thanks DHL, for allowing your clowns to not only mishandle a clearly guitar-shaped item with the word "fragile" PLASTERED all over it, but to apparently intentionally smack it over something blunt.
  So, armed with my claims form, sent nice and quickly to me by P2G, and my multiple photos worth of evidence, I proceeded to post out my claim for the full amount, as covered.
  A week and a half later, I get a generic email saying that photos of the damage were missing. I sent four bloody photos, enlarged and high quality. Cheers. They gave me FIVE DAYS to obtain more photos from the recipient before the deadline will have bee passed and the claim would become null and void.
  Somehow I got the extra photos, and posted AND emailed them out 2 days before the deadline. Frankly the attitude from my buyer has been utterly exemplory throughout the whole ordeal.
  This was a week ago. No response. I have emailed them EVERY DAY and only now am I receiving back the generic "thanks we got your email and someone will get back to you" message. All week I have been hung up on when calling their services line, cut off on the live chat, and completely ignored on email, and by post!
  They obviously don't fancy paying out on my claim. Maybe Ј140 is a bit steep for them eh? I don't care, I have followed every possible rule, procedure and deadline and am getting nowhere...
  If anybody has had any success via legal action, claims courts or specific email addresses to try (I've tried all the above and several others!) please let me know. I can't handle chasing these idiots any longer but I am NOT letting them rip me off and take my money.
  In summary - not Parcel2Go's fault the item got damaged. DHL are just as bad if not worse than P2G for this reason. So don't use them if you can help it.
  On the other hand, P2G are responsible and show no signs whatsoever of helping their customers, honouring their promises, or paying out on any form of claim. I am absolutely disgusted by the service, baffled as to how they continue to trade unchallenged by authorities, and so bloody angry at the whole situation that I could bust a gut.
  AVOID.