Retailer claim returned parcel not received
Discussion
TLDR version: Retailer claimed tracked parcel wasn't received. Outside of Courier's 30 day claim window due to retailer taking so long to confirm wasn't received.
I ordered 8 pairs of trainers from an online retailer, received on 4th April.
I sent 7 pairs back via Parcelforce on the 5th April as the retailer advise that returns are the responsibility of the customer, I booked a Tracked 48 hour return online, and I paid extra to cover the full £1200 value of the parcel.
I dropped the parcel off at a local Post Office, and I can't remember if I was provided proof of postage. I have a tracking number. The online tracking showed parcel being signed for on 9th April (Lets call this Day 1)
Retailer are notoriously bad at customer service. Email is the sole method of contact.
On Day 22 I emailed the retailer if they had managed to process my return yet. Told me to wait 14 working days from date of delivery. At this point 14 working days had just passed.
On Day 26 I followed up as it had been way over 14 working days. I was provided with the same generic response.
On Day 34 there was multiple back and forth emails, spilling into day 35.
Today, on Day 35, after providing tracking information (again) + the 'signed for' signature to the retailer, they say the parcel was not received at the warehouse (there is nobody with that name working there)
As it's now Day 35, I am over the 30 day compensation claim window listed in the Parcelforce T&Cs. I have opened a compensation claim but not sure if they will consider it.
What can I do if Parcelforce refuse to consider the claim due to it being over 35 days since the parcel was 'delivered'?
Thanks in advance chaps
I ordered 8 pairs of trainers from an online retailer, received on 4th April.
I sent 7 pairs back via Parcelforce on the 5th April as the retailer advise that returns are the responsibility of the customer, I booked a Tracked 48 hour return online, and I paid extra to cover the full £1200 value of the parcel.
I dropped the parcel off at a local Post Office, and I can't remember if I was provided proof of postage. I have a tracking number. The online tracking showed parcel being signed for on 9th April (Lets call this Day 1)
Retailer are notoriously bad at customer service. Email is the sole method of contact.
On Day 22 I emailed the retailer if they had managed to process my return yet. Told me to wait 14 working days from date of delivery. At this point 14 working days had just passed.
On Day 26 I followed up as it had been way over 14 working days. I was provided with the same generic response.
On Day 34 there was multiple back and forth emails, spilling into day 35.
Today, on Day 35, after providing tracking information (again) + the 'signed for' signature to the retailer, they say the parcel was not received at the warehouse (there is nobody with that name working there)
As it's now Day 35, I am over the 30 day compensation claim window listed in the Parcelforce T&Cs. I have opened a compensation claim but not sure if they will consider it.
What can I do if Parcelforce refuse to consider the claim due to it being over 35 days since the parcel was 'delivered'?
Thanks in advance chaps
Arkose said:
a bit OT...
... why did you need to order 8 pairs in the first place ? just order what you actually want in future
Bit of a cr4p response... So you never try different pairs of shoes on before buying? Loads of people order multiple in order to find the ones they like the most/are the most comfy, before returning the unwanted...... why did you need to order 8 pairs in the first place ? just order what you actually want in future
fatjon said:
Arkose said:
a bit OT...
... why did you need to order 8 pairs in the first place ? just order what you actually want in future
^this... why did you need to order 8 pairs in the first place ? just order what you actually want in future
Claim on your card.
Zippee said:
Arkose said:
a bit OT...
... why did you need to order 8 pairs in the first place ? just order what you actually want in future
Bit of a cr4p response... So you never try different pairs of shoes on before buying? Loads of people order multiple in order to find the ones they like the most/are the most comfy, before returning the unwanted...... why did you need to order 8 pairs in the first place ? just order what you actually want in future
As you paid for the returns yourself, your contract was with Parcelforce. The retailer won't go near them as it should have been your responsibility to ensure they arrived where they said and claim if they didn't.
On that point, it would appear for all intents and purposes that the shoes did in fact go to the right location and were signed for but have been lost by the retailer. So you need to take this up with the retailer. They have a responsibility to refund you within 14 days of receiving the goods, or within 14 days of proof of receipt. The fact they deny someone with the name on the form works there isn't your problem, it's theirs.
It's a tricky one as you'll now need to fight the retailer. Make a complaint now, provide the details you have from Parcelforce and anything new they give you after you've raised it with them. They may be able to provide you with some GPS data on where the item was signed for which will help.
On that point, it would appear for all intents and purposes that the shoes did in fact go to the right location and were signed for but have been lost by the retailer. So you need to take this up with the retailer. They have a responsibility to refund you within 14 days of receiving the goods, or within 14 days of proof of receipt. The fact they deny someone with the name on the form works there isn't your problem, it's theirs.
It's a tricky one as you'll now need to fight the retailer. Make a complaint now, provide the details you have from Parcelforce and anything new they give you after you've raised it with them. They may be able to provide you with some GPS data on where the item was signed for which will help.
Zippee said:
Bit of a cr4p response... So you never try different pairs of shoes on before buying? Loads of people order multiple in order to find the ones they like the most/are the most comfy, before returning the unwanted...
Crazy!Have these people never heard of shoe shops.
WTF lorries and vans all over the roads taking shoes back that people orderd and don't want all at the costs involved.
Complete nutters.
C5_Steve said:
As you paid for the returns yourself, your contract was with Parcelforce. The retailer won't go near them as it should have been your responsibility to ensure they arrived where they said and claim if they didn't.
On that point, it would appear for all intents and purposes that the shoes did in fact go to the right location and were signed for but have been lost by the retailer. So you need to take this up with the retailer. They have a responsibility to refund you within 14 days of receiving the goods, or within 14 days of proof of receipt. The fact they deny someone with the name on the form works there isn't your problem, it's theirs.
It's a tricky one as you'll now need to fight the retailer. Make a complaint now, provide the details you have from Parcelforce and anything new they give you after you've raised it with them. They may be able to provide you with some GPS data on where the item was signed for which will help.
As someone with experience of freight claims, this is good advice.On that point, it would appear for all intents and purposes that the shoes did in fact go to the right location and were signed for but have been lost by the retailer. So you need to take this up with the retailer. They have a responsibility to refund you within 14 days of receiving the goods, or within 14 days of proof of receipt. The fact they deny someone with the name on the form works there isn't your problem, it's theirs.
It's a tricky one as you'll now need to fight the retailer. Make a complaint now, provide the details you have from Parcelforce and anything new they give you after you've raised it with them. They may be able to provide you with some GPS data on where the item was signed for which will help.
You have provided evidence of delivery via the carrier. To claim that the signatory "doesn't work there" is amateurish at best - you are obligated to return it to an address, not to a specific person. Who works there is their problem, not yours.
If they made the original delivery of 8 pairs of trainers to you and you claimed non-receipt because it was signed for by someone other than you, would they credit you back your purchase? I think not.
So, escalate at the retailer in the strongest terms. If this isn't possible for whatever reason, credit card chargeback.
Wacky Racer said:
This really winds me up, ordering eight pairs and sending seven back, a couple of pairs maybe?
Go in a shoe shop ffs!
Women do this with dresses, go to a wedding in it and send it back
However, I blame the firms for being a soft touch.
It won't last much longer, in the big scheme of things.Go in a shoe shop ffs!
Women do this with dresses, go to a wedding in it and send it back
However, I blame the firms for being a soft touch.
One of the original barriers to online clothes shopping was "what if it doesn't fit?"
The push therefore was on free returns, whereby if it didn't fit one could just return it for free and order another one - hey presto, a nation of online shopping lovers.
Now we are indoctrinated though and the high street is hearing the death knell, charging for returns has started to come in and will only continue.
Gassing Station | Speed, Plod & the Law | Top of Page | What's New | My Stuff