Where does the law reside with parcel deliveries and loss?
Discussion
Over the years i've had parcels go missing and damaged, and recently it's got worse. I've had 4 parcels go missing or damaged in the last couple of months. One of them was in a carboard tube, capped at both ends, with fibreglass tape securing it. Somewhere along the line, someone has removed the tape on both ends and the contents have been removed. The parcel/empty tube has then been delivered to my customer. Had I not asked to see pics, I would not have believed it.
So by law, does responsibility completely transfer to the courier, or is it a case of tough s
t?
So by law, does responsibility completely transfer to the courier, or is it a case of tough s
t?Interested in how this is sorted out. i sent a parcel by Royal Mail, this was goods in a carboard box and then wrapped in parcel paper. The Postman delivered just the wrapping paper. i complained to Royal Mail and they said that some losses were to be expected in the delivery process and that it was my fault that the parcel had not been wrapped correctly There was no way they could have known that).
Royal Mail said that they had doen a search of the sorting office and no box had been found. They denied any responsibility. I am in no doubt that the box was removed i.e. stolen, from the sorting office. As it was shoe box size I am ssuming it wasnt the delivery postman.
Royal Mail said that they had doen a search of the sorting office and no box had been found. They denied any responsibility. I am in no doubt that the box was removed i.e. stolen, from the sorting office. As it was shoe box size I am ssuming it wasnt the delivery postman.
Parkette said:
Interested in how this is sorted out. i sent a parcel by Royal Mail, this was goods in a carboard box and then wrapped in parcel paper. The Postman delivered just the wrapping paper. i complained to Royal Mail and they said that some losses were to be expected in the delivery process and that it was my fault that the parcel had not been wrapped correctly There was no way they could have known that).
Royal Mail said that they had doen a search of the sorting office and no box had been found. They denied any responsibility. I am in no doubt that the box was removed i.e. stolen, from the sorting office. As it was shoe box size I am ssuming it wasnt the delivery postman.
it wont have been the postman cause royal mail police would have been all over it, btw parcel paper is the sRoyal Mail said that they had doen a search of the sorting office and no box had been found. They denied any responsibility. I am in no doubt that the box was removed i.e. stolen, from the sorting office. As it was shoe box size I am ssuming it wasnt the delivery postman.
tist thing known to man to sent a parcel in. If it was out on delivery even if it was intact it wouldnt have been after the first shower and if it went on a sorting machine they are very easily ripped open by the machine.fiju said:
Over the years i've had parcels go missing and damaged, and recently it's got worse. I've had 4 parcels go missing or damaged in the last couple of months. One of them was in a carboard tube, capped at both ends, with fibreglass tape securing it. Somewhere along the line, someone has removed the tape on both ends and the contents have been removed. The parcel/empty tube has then been delivered to my customer. Had I not asked to see pics, I would not have believed it.
So by law, does responsibility completely transfer to the courier, or is it a case of tough st?
How do you know 100% that your customer isn't lying to you? Someone, somewhere, has stolen the contents but I would say it's quite risky for a courier to steal something whereas what's the risk to the customer?So by law, does responsibility completely transfer to the courier, or is it a case of tough s
t?A500leroy said:
it wont have been the postman cause royal mail police would have been all over it, btw parcel paper is the stist thing known to man to sent a parcel in. If it was out on delivery even if it was intact it wouldnt have been after the first shower and if it went on a sorting machine they are very easily ripped open by the machine.
That may be correct but it was a product sold by Post Office for the purpose and it is hardly my fault that the machinery chewed the parcel. The fact remains that a postal worker took the contents and allowed just a sheet of paper to be delivered.tist thing known to man to sent a parcel in. If it was out on delivery even if it was intact it wouldnt have been after the first shower and if it went on a sorting machine they are very easily ripped open by the machine.Camelot1971 said:
fiju said:
Over the years i've had parcels go missing and damaged, and recently it's got worse. I've had 4 parcels go missing or damaged in the last couple of months. One of them was in a carboard tube, capped at both ends, with fibreglass tape securing it. Somewhere along the line, someone has removed the tape on both ends and the contents have been removed. The parcel/empty tube has then been delivered to my customer. Had I not asked to see pics, I would not have believed it.
So by law, does responsibility completely transfer to the courier, or is it a case of tough st?
How do you know 100% that your customer isn't lying to you? Someone, somewhere, has stolen the contents but I would say it's quite risky for a courier to steal something whereas what's the risk to the customer?So by law, does responsibility completely transfer to the courier, or is it a case of tough s
t?Courier compo is limited to £x per kg, I forget the amount but worked at DHL express in sales for 10 years, you can pay for full insurance but not many companies did.
There is more security than you would think, all sites and loading areas are heavily CCTV'd and they have big in house security teams, if a route or courier has an abnormally high number of losses they really do micro manage.
They generally have no idea what's in the parcel as they are so busy banging from one delivery to the other.
There is more security than you would think, all sites and loading areas are heavily CCTV'd and they have big in house security teams, if a route or courier has an abnormally high number of losses they really do micro manage.
They generally have no idea what's in the parcel as they are so busy banging from one delivery to the other.
fiju said:
But surely the courier has some responsibility as you have placed your possessions in their hands?
You'd have thought so wouldn't you, but it doesn't seem to work like that!You pay them to deliver a parcel but if you actually want them to deliver it properly YOU have to insure their business!
Always seemed bonkers to me. Although I suppose the other side of the coin is that it keeps the initial costs down and the customer can put their own price on the risk. Still seems bonkers though!
jakesmith said:
Why should I, sending a £3 item, subsidise the insurance in case a £3000 watch or laptop tat someone else sends gets broken?
It’s a free market, let’s get the prices as low as possible and let consumers decide the cover they need
When I fly somewhereIt’s a free market, let’s get the prices as low as possible and let consumers decide the cover they need
Why should I, taking a £3 bag, subsidise the insurance in case a £3000 watch or laptop that someone else takes gets lost?
Or
Why should I, taking a £300 banger for an MOT, subsidise the insurance in case a £30,000 car, that someone else takes, falls of the ramp and the Garages insurance will pay for?
There is no other industry (that I can think of) that expects YOU to insure for THEIR mistakes.
"Sorry sir, I've just fallen through your ceiling, you'll have to sort it out because you didn't pay the extra when you booked me to rewire your house!!!"
Every trade or business (that I can think of) has their own insurance, except couriers. Many have to have insurance to belong to the appropriate trade association.
I ordered a £150 Seiko watch from Amazon. Arrived with packaging intact but box empty.
Refunded after a couple of phone calls. Who knows who stole the watch? Courier? Warehouse?
Not my problem. As I have a long history with Amazon and never had an empty box arrive before no reason for them to question it.
If a customer did it regularly I guess Amazon would just close their account.
Refunded after a couple of phone calls. Who knows who stole the watch? Courier? Warehouse?
Not my problem. As I have a long history with Amazon and never had an empty box arrive before no reason for them to question it.
If a customer did it regularly I guess Amazon would just close their account.
jakesmith said:
Why should I, sending a £3 item, subsidise the insurance in case a £3000 watch or laptop tat someone else sends gets broken?
It’s a free market, let’s get the prices as low as possible and let consumers decide the cover they need
The courier pays out at £x per kg as an industry standard, they don’t know what’s in the box, therefore the value, if the £x per kg they payout isn’t enough for the sender then the sender can take out additional insurance.It’s a free market, let’s get the prices as low as possible and let consumers decide the cover they need
As for theft, by couriers, yes it does happen but as said elsewhere they do have teams policing themselves, the security in their hubs is really tight, it’s unlikely to be happening in their sheds.
You don’t have to take out insurance to pay for losses if they’re negligent. You just have to prove they were negligent.
It’s the same with airlines losing baggage. I seem to remember Victoria Beckham getting a six figure payout from British Airways (and not from her insurance) about 20 years ago when her Louis Vuittons went astray at Heathrow.
It’s the same with airlines losing baggage. I seem to remember Victoria Beckham getting a six figure payout from British Airways (and not from her insurance) about 20 years ago when her Louis Vuittons went astray at Heathrow.
jonwm said:
Courier compo is limited to £x per kg, I forget the amount but worked at DHL express in sales for 10 years, you can pay for full insurance but not many companies did.
There is more security than you would think, all sites and loading areas are heavily CCTV'd and they have big in house security teams, if a route or courier has an abnormally high number of losses they really do micro manage.
They generally have no idea what's in the parcel as they are so busy banging from one delivery to the other.
This... There is more security than you would think, all sites and loading areas are heavily CCTV'd and they have big in house security teams, if a route or courier has an abnormally high number of losses they really do micro manage.
They generally have no idea what's in the parcel as they are so busy banging from one delivery to the other.
I really do think a lot of people have no clue as to the physical security in place in warehouses and the courier depots,
a hell of a lot of the shrinkage' from distribution centres is middle managers , as the clueless low level employees who try get caught often
Edited by enpointe on Sunday 23 August 23:46
Reality is parcel delivery only works on economies of scale, and everyone want to pay as little as possible. The result is you cant have a 5 star service with every parcel guaranteed to arrive as that would cost twice as much if not more.
I suspect very few parcels actually go missing as a percentage of those sent.
I suspect very few parcels actually go missing as a percentage of those sent.
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