Courier company have lost my parcel
Discussion
Hi guys,
A company part of one of the biggest courier companys in the UK have lost my parcel.
The item was meant to be delivered on the 19th but since then the depot where the parcel was last scanned and even customer services, via email as that is the only way they operate, have admitted to losing it.
Since the 27th I have requested a claims form as I paid insurance for the parcel but every request to them they have ignored but replied asking for details and a description of the parcel, even though their Runcorn depo has physically searched their premises and has contacted every other depot in the country who have also said the parcel isn't on their premises too.
I have replied to their requests describing the parcel, size and how it was packaged but they do not reply to me until I email them again the following day asking for an update.
I wouldn't mind if the parcel was only £10 or £20 as I would refund the buyer and forget about the whole of it but the parcel is worth £190+.
Is the only way to contact them via their customer service email or should I be contacting CAB or looking for a CEO's email address?
I know it is the christmas holidays but no customer services team should be this inefficient.
A company part of one of the biggest courier companys in the UK have lost my parcel.
The item was meant to be delivered on the 19th but since then the depot where the parcel was last scanned and even customer services, via email as that is the only way they operate, have admitted to losing it.
Since the 27th I have requested a claims form as I paid insurance for the parcel but every request to them they have ignored but replied asking for details and a description of the parcel, even though their Runcorn depo has physically searched their premises and has contacted every other depot in the country who have also said the parcel isn't on their premises too.
I have replied to their requests describing the parcel, size and how it was packaged but they do not reply to me until I email them again the following day asking for an update.
I wouldn't mind if the parcel was only £10 or £20 as I would refund the buyer and forget about the whole of it but the parcel is worth £190+.
Is the only way to contact them via their customer service email or should I be contacting CAB or looking for a CEO's email address?
I know it is the christmas holidays but no customer services team should be this inefficient.
wasn't Hermes by any chance was it
I got a valuable item sent through them in October.
When it arrived it looked like someone has beed iceskating along the bottom of the item
I emailed them and so far have sent in the same claim form with before and after pictures three times
They have tried to fob me off, but I'm going to small claims if they try it again
I got a valuable item sent through them in October.
When it arrived it looked like someone has beed iceskating along the bottom of the item
I emailed them and so far have sent in the same claim form with before and after pictures three times
They have tried to fob me off, but I'm going to small claims if they try it again
Not Hermes no. They have been good for me in the past but they weren't posting after 15th December.
The companys name sounds like a name Apple would use if they started to PostParcels.
Hopefully the customer services get the behinds in gear otherwise I will have to try and claim the money against them.
The companys name sounds like a name Apple would use if they started to PostParcels.
Hopefully the customer services get the behinds in gear otherwise I will have to try and claim the money against them.
I have got a really good debt recovery template somewhere bookmarked on my pc (I'm on my phone now) but the theme was you write a letter with ' FINAL NOTICE BEFORE LEGAL ACTION' in big bold capitals in the middle of the page then fax it to as many numbers as you can find.
The idea is that it will be sat on their fax machine as people walk past.
Recovered a 5 figure debt for me in under a week.
Hope it helps.
The idea is that it will be sat on their fax machine as people walk past.
Recovered a 5 figure debt for me in under a week.
Hope it helps.
I ordered two bandsaw blades on the 13th, and received a tracking email the same day when it was picked up - and it has not turned up yet!
it was however finally shown as delivered on the 21st - although we are a business, and were in all day (and evening) and don't employ anyone by the name of "Safe"!
I gather that the company concerned have "lost" huge numbers of parcels - and as they are a principle supplier to Amazon, this has proved somewhat of an embarrassment to them!
I can accept that things might be late at the time of year, but the lies and appalling customer service simply are unacceptable.
it was however finally shown as delivered on the 21st - although we are a business, and were in all day (and evening) and don't employ anyone by the name of "Safe"!
I gather that the company concerned have "lost" huge numbers of parcels - and as they are a principle supplier to Amazon, this has proved somewhat of an embarrassment to them!
I can accept that things might be late at the time of year, but the lies and appalling customer service simply are unacceptable.
Barkychoc said:
I have got a really good debt recovery template somewhere bookmarked on my pc (I'm on my phone now) but the theme was you write a letter with ' FINAL NOTICE BEFORE LEGAL ACTION' in big bold capitals in the middle of the page then fax it to as many numbers as you can find.
The idea is that it will be sat on their fax machine as people walk past.
Recovered a 5 figure debt for me in under a week.
Hope it helps.
That sounds like it could be really helpful.The idea is that it will be sat on their fax machine as people walk past.
Recovered a 5 figure debt for me in under a week.
Hope it helps.
Sadly the only phone numbers they have are the depots phone numbers and they belong to the bigger organisation who the company I used are a part of. The company I used are email only.
I wish I would have knew the things I knew before I used them. I done a quick google which didn't bring back anything negative.
I'd still fax it to the numbers you have maybe fao the company you used. The more feathers you ruffle the better it seems noone gets anything being polite and patient nowadays.
Recorded delivery is also an option to their head office address easily looked up on companies house website assuming they are uk based.
Recorded delivery is also an option to their head office address easily looked up on companies house website assuming they are uk based.
If you're going to sue then you've got to be careful with the claim particulars if you have bought insurance. I had an almost exact same problem with Parcelforce and they refused to deal with my claim. I ended up issuing against them but had my lawyer friend cast his eye over the claim docs. Good job he did too as he re-wrote them completely!
If you want to see a copy of my claim docs then PM me and I'll try and dig them out.
If you want to see a copy of my claim docs then PM me and I'll try and dig them out.
Mill Wheel said:
I ordered two bandsaw blades on the 13th, and received a tracking email the same day when it was picked up - and it has not turned up yet!
it was however finally shown as delivered on the 21st - although we are a business, and were in all day (and evening) and don't employ anyone by the name of "Safe"!
I gather that the company concerned have "lost" huge numbers of parcels - and as they are a principle supplier to Amazon ...
Might there be a clue in the words 'Amazon' and 'safe'?it was however finally shown as delivered on the 21st - although we are a business, and were in all day (and evening) and don't employ anyone by the name of "Safe"!
I gather that the company concerned have "lost" huge numbers of parcels - and as they are a principle supplier to Amazon ...
Streaky
I may be going against the grain a little here but I wouldn't worry too much...
As long as you've logged the claim with them in writing (which you have) within 7 days of despatch, or whatever the terms are that they set, you just need to wait for their reply.
Chances are, this has been passed to, and will be dealt with by, their claims dept which I would wager is on Xmas holidays. I know ours is....
If you don't hear anything by mid-next week I would then release the hounds.
As long as you've logged the claim with them in writing (which you have) within 7 days of despatch, or whatever the terms are that they set, you just need to wait for their reply.
Chances are, this has been passed to, and will be dealt with by, their claims dept which I would wager is on Xmas holidays. I know ours is....
If you don't hear anything by mid-next week I would then release the hounds.
It's not all lost, necessarily. I had a similar experience with a courier named something similar to Pretty Skink who lost a parcel I was posting back to Larkspeed. I'd gone through one of the online agents.
I think the label must have fallen off because, despite the initial "No sign of it" the parcel was eventually delivered a couple of weeks later. Basically un-barcoded parcels go into a big pile in the corner and are dealt with as and when. So it might still turn up.
I was very nervous because standard compo was only £50 and the parcel was worth £220. Eeek!
I think the label must have fallen off because, despite the initial "No sign of it" the parcel was eventually delivered a couple of weeks later. Basically un-barcoded parcels go into a big pile in the corner and are dealt with as and when. So it might still turn up.
I was very nervous because standard compo was only £50 and the parcel was worth £220. Eeek!
They still have not sent me a claims form.
They have asked me twice for the parcels description, weight, any significant markings that may make it stand out and I have replied back to them with the relevant information.
They say that they will be in touch with me when they have processed all the information and findings they need to.
Surely it should just be
Look for parcel - not in their depots - wait a few days - check again - refund customer?
It has been over 2 weeks now since the parcel should have been delivered. I'm going to ring CAB on Monday to see what I can do as they only operate by email and it is frustrating.
EDIT : Just this minute received an email. Refund of postage fee as a mark of goodwill?
Surely should be compulsory considering they have lost my parcel.
Anyway, they have asked for a description for what was in the parcel so hopefully I should hear some good news soon.
They have asked me twice for the parcels description, weight, any significant markings that may make it stand out and I have replied back to them with the relevant information.
They say that they will be in touch with me when they have processed all the information and findings they need to.
Surely it should just be
Look for parcel - not in their depots - wait a few days - check again - refund customer?
It has been over 2 weeks now since the parcel should have been delivered. I'm going to ring CAB on Monday to see what I can do as they only operate by email and it is frustrating.
EDIT : Just this minute received an email. Refund of postage fee as a mark of goodwill?
Surely should be compulsory considering they have lost my parcel.
Anyway, they have asked for a description for what was in the parcel so hopefully I should hear some good news soon.
Edited by BlackST on Saturday 5th January 13:27
Apparently, a lot of parcels go missing simply because the label falls off. No label = no scan, and regardless of whether the address is written on it or not, it'll get lost in the system.
We've had items come back with two completely different labels on them, one on each end. Which means the proper label is on one end, and some other poor sod has shipped a box that's going to get lost in the system.
Is it the local depot that's lost it? If yes, it would be worth visiting them to see if you can pick it out.
We've had items come back with two completely different labels on them, one on each end. Which means the proper label is on one end, and some other poor sod has shipped a box that's going to get lost in the system.
Is it the local depot that's lost it? If yes, it would be worth visiting them to see if you can pick it out.
My bandsaw blades finally turned up on Friday morning - 4th January 2013!
Not "Next Day" like I paid for, or even "Next Week" which would have been piss poor, but "Next Year"!!!!!
Makes a joke of the City Link online tracking system, and the customer service woman's claim in an email that it was delivered so we'll not worry over it!
Not "Next Day" like I paid for, or even "Next Week" which would have been piss poor, but "Next Year"!!!!!
Makes a joke of the City Link online tracking system, and the customer service woman's claim in an email that it was delivered so we'll not worry over it!
City Link customer care said:
24th Dec. 2012
Thank you for contacting us about a late delivery.
I am sorry that your parcel did not arrive at the time you expected. I do understand how inconvenient and frustrating it is to wait for a delivery that is delayed.
We take great pride in always delivering to our customers on time, and this type of incident is rare. I am disappointed that on this particular day we did not give you an excellent service. However, I am pleased to see that your item has now been delivered to you.
When something like this happens, our managers look at the events so that we can iron out any issues. I am confident that you will not have a similar experience if you choose to use City Link again in the future.
I will now close this case. However, if there’s anything else I can help you with, please do contact me. I would like to apologise once again, on behalf of City Link, for any inconvenience or distress this may have caused.
Thank you for taking the time to write to us.
Merry Christmas,
Thank you for contacting us about a late delivery.
I am sorry that your parcel did not arrive at the time you expected. I do understand how inconvenient and frustrating it is to wait for a delivery that is delayed.
We take great pride in always delivering to our customers on time, and this type of incident is rare. I am disappointed that on this particular day we did not give you an excellent service. However, I am pleased to see that your item has now been delivered to you.
When something like this happens, our managers look at the events so that we can iron out any issues. I am confident that you will not have a similar experience if you choose to use City Link again in the future.
I will now close this case. However, if there’s anything else I can help you with, please do contact me. I would like to apologise once again, on behalf of City Link, for any inconvenience or distress this may have caused.
Thank you for taking the time to write to us.
Merry Christmas,
BlackST said:
They still have not sent me a claims form.
It seems you are ignoring the advice of many here.Now stop f
king about. Write them a letter explaining your issue asking for a reply within 14 days as to what they plan to do.If no reply write to them again giving them 7 days notice of legal action.
Then file an online claim
I think they may be getting their arses into gear. The service was a bit poor over the christmas period but they actually seem to be making progress now in finding out what was in the parcel. I'm assuming they will research that the parcel is worth how much I say and then hopefully middle of next week they will offer me the money that they are worth.
This may just be me being hopeful.
Monday I am also going to go to the depot and ask to have a look around. Whether or not they will let me I don't know but I do want the buyer to receive the calipers as they were in amazing condition.
I'll update the thread when I hear any good news.
If it's not sorted by Wednesday and they waste my time with silly emails then a letter will be getting wrote up and sent 1st class recorded.
Thanks for the views and advice people.
This may just be me being hopeful.
Monday I am also going to go to the depot and ask to have a look around. Whether or not they will let me I don't know but I do want the buyer to receive the calipers as they were in amazing condition.
I'll update the thread when I hear any good news.
If it's not sorted by Wednesday and they waste my time with silly emails then a letter will be getting wrote up and sent 1st class recorded.
Thanks for the views and advice people.
I once had a 20', 2"dia, 5mm wall thickness Alu scaffolding pole disappear into the couriers ether.
It was black anodised-cost quite a bit all in, what about £40, phoned the retailers up, they were nice as pie sent a new one out at the top rate delivery & it turned up a day later.
Two weeks on the original one turned up.
I was guilt ridden, you know.
Eventually phoned the firm up saying the original was here at last.
They said, we know, thanks for phoning, but just keep it anyway.
That was two and a half years ago and I've still got the bloody thing in it's wrapping, like what do you do with a 20' black anodised scaffolding pole you have no use for?
It was black anodised-cost quite a bit all in, what about £40, phoned the retailers up, they were nice as pie sent a new one out at the top rate delivery & it turned up a day later.
Two weeks on the original one turned up.
I was guilt ridden, you know.
Eventually phoned the firm up saying the original was here at last.
They said, we know, thanks for phoning, but just keep it anyway.
That was two and a half years ago and I've still got the bloody thing in it's wrapping, like what do you do with a 20' black anodised scaffolding pole you have no use for?
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