Right this is a long one but please bare with me as i am lost as to what to do!
I purchased a bumper from a lad on ebay back before christmas, stupidly i didnt pay through ebay just paypal nothing went through ebay it was all paypal, anyway getting to the point,
The bumper was posted through parcel 2 go using homedelivery network during all the bad weather it took over a month to arrive damaged,. Upon discovery of this i called home delivery network and they told me to email there complaints and issues department. this is the email i sent...
I purchased this item online on the 14th December 2010, The item was collected for delivery on the 17th December 2010, I paid for express delivery which was up to 48 hours, it is exactly one month from the purchase date and i have only just received the item,
I began to wonder where my parcel was on the 28th December as i knew when the parcel was collected that weather conditions where severe so i let it slide and knew i was going to be waiting until after Christmas, but when it got round to the 28th and requested tracking number from the seller i was bemused to see that the parcel was still in transit i ignored it thinking it will be delivered soon after new year it must be due to the back log,
On Monday the 9th Of January i contacted you via telephone to request information on the whereabouts of my parcel, as the tracking was telling me that it was sitting in Maidstone depot which is no more than 4 miles from me, it had been sitting there since the 3rd of January, i asked why and all i was told is i reassure you it will be delivered by tomorrow sir, a request will be sent to the depot for delivery so i left it at that expecting delivery on Tuesday the 10th of January, Nothing appeared Tuesday. I contacted you on Wednesday informing you of this and asking why it still hadnt been delivered, i spoke to the floor supervisor who said she would contact the depot, she phoned me informing me that the Depot told her The item has not been despatched as it is large and bulky and takes up a lot of room on the Van, the van has been full i was shocked to be informed about this, i pay for a service that collects and delivers parcel worldwide and you tell me its too large for a quick delivery even though i paid for it. After more contact on Thursday the 13th the bumper was finally delivered today Friday the 14th of January nearly 1 month since collection in wales.
I received the item opened it to find it cracked in half and completely un useable.
I have photographical proof of the items condition before dispatch and can provide you with evidence of the damage now, i have just spoken to your colleague on the phone and he informed me that the parcel has been on a long trip round the country and he was surprised to see where it has been, he informed me it was probably damaged somewhere on the long route to my home.
It is your responsibility to look after parcels fragile or non and i do not expect a service like i received, waiting 1 month for an express delivery and having it delivered damaged.
The value of the item is £90.00 and in my opinion and your Colleagues you are responsible.
I cannot remember the total amount including delivery as it was so long ago but i expect the price of the item and delivery refunded to me.
They replied stating this:
Good Morning Mr Rosser
I write further to your complaint concerning parcel reference 80T005351366A.
Please accept my apologies for the delay in responding.
Your complaint was passed to our depot Customer Care Manager for investigation.
I have since been advised that the parcel came into Maidstone, our delivering depot on 4th January.
On 12th January the tracking information shows that the item was refused at delivery address.
The usual procedure would be to interview the driver concerned with each stage of the delivery.
However this particular driver was an agency worker, and is no longer employed by us.
Therefore I am afraid that we have been unable to investigate exactly what happened on 12th January.
The parcel was then delivered on 14th January.
The fact that your parcel was sitting in the depot for so many days is not acceptable to us.
Our Customer Care Manager has attempted to ascertain why there was such a delay.
Unfortunately we can not be certain about this issue, and therefore I have been assured that the depot processes involved will be reviewed to prevent such situations from arising again.
I am sorry that the item was found to be damaged upon receipt.
However we are unable to refund you any money as none has been paid to us.
Requests for refunds or compensation should be addressed to the sender of the parcel, Parcel2Go as they have the agreement with the sender .
Parcel2go may then, in turn, address the matter to us directly if they wish to do so.
However in relation to the telephone calls made, I am able to send you a High Street Voucher as a gesture of goodwill.
I have requested this today, but I should also advise you that we are currently awaiting a batch of voucher to be delivered.
Yours will be sent as soon as this arrives.
Our operator on Monday 10th January did pass a request through to the depot for delivery to be made the next day.
Clearly the depot failed to pick up on this request in time, and this issue has been raised with the team involved.
I cannot advise why our operator would have been surprised to see where the parcel had been.
It is a normal procedure for parcel to be collected in one part of the country and moved on to another, and there was no mis sorting of your parcel.
I am sorry that you have had such a disappointing experience on this occasion, this would certainly not have been our intention.
On behalf of Home Delivery Network Limited please accept my sincere apologies for any inconvenience caused.
I replied stating that as they where the courier and they courierd the parcel from day one and parcel2go never touched it and as it took so long they are to blame they where the ones that damaged the parcel so they should pay the costs. They are now REFUSING refund and telling me its nothing to do with them as the seller took the contract out with parcel2go, so this means that they are responsible,
Bumpers are listed as prohibited items yet the seller still posted it using them, he is not replying and i am £90.00 down
I AM SO LOST i dont know who to contact or what to do , i know your probably bored but i really need guidance with this.
Thanks guys!
I purchased a bumper from a lad on ebay back before christmas, stupidly i didnt pay through ebay just paypal nothing went through ebay it was all paypal, anyway getting to the point,
The bumper was posted through parcel 2 go using homedelivery network during all the bad weather it took over a month to arrive damaged,. Upon discovery of this i called home delivery network and they told me to email there complaints and issues department. this is the email i sent...
I purchased this item online on the 14th December 2010, The item was collected for delivery on the 17th December 2010, I paid for express delivery which was up to 48 hours, it is exactly one month from the purchase date and i have only just received the item,
I began to wonder where my parcel was on the 28th December as i knew when the parcel was collected that weather conditions where severe so i let it slide and knew i was going to be waiting until after Christmas, but when it got round to the 28th and requested tracking number from the seller i was bemused to see that the parcel was still in transit i ignored it thinking it will be delivered soon after new year it must be due to the back log,
On Monday the 9th Of January i contacted you via telephone to request information on the whereabouts of my parcel, as the tracking was telling me that it was sitting in Maidstone depot which is no more than 4 miles from me, it had been sitting there since the 3rd of January, i asked why and all i was told is i reassure you it will be delivered by tomorrow sir, a request will be sent to the depot for delivery so i left it at that expecting delivery on Tuesday the 10th of January, Nothing appeared Tuesday. I contacted you on Wednesday informing you of this and asking why it still hadnt been delivered, i spoke to the floor supervisor who said she would contact the depot, she phoned me informing me that the Depot told her The item has not been despatched as it is large and bulky and takes up a lot of room on the Van, the van has been full i was shocked to be informed about this, i pay for a service that collects and delivers parcel worldwide and you tell me its too large for a quick delivery even though i paid for it. After more contact on Thursday the 13th the bumper was finally delivered today Friday the 14th of January nearly 1 month since collection in wales.
I received the item opened it to find it cracked in half and completely un useable.
I have photographical proof of the items condition before dispatch and can provide you with evidence of the damage now, i have just spoken to your colleague on the phone and he informed me that the parcel has been on a long trip round the country and he was surprised to see where it has been, he informed me it was probably damaged somewhere on the long route to my home.
It is your responsibility to look after parcels fragile or non and i do not expect a service like i received, waiting 1 month for an express delivery and having it delivered damaged.
The value of the item is £90.00 and in my opinion and your Colleagues you are responsible.
I cannot remember the total amount including delivery as it was so long ago but i expect the price of the item and delivery refunded to me.
They replied stating this:
Good Morning Mr Rosser
I write further to your complaint concerning parcel reference 80T005351366A.
Please accept my apologies for the delay in responding.
Your complaint was passed to our depot Customer Care Manager for investigation.
I have since been advised that the parcel came into Maidstone, our delivering depot on 4th January.
On 12th January the tracking information shows that the item was refused at delivery address.
The usual procedure would be to interview the driver concerned with each stage of the delivery.
However this particular driver was an agency worker, and is no longer employed by us.
Therefore I am afraid that we have been unable to investigate exactly what happened on 12th January.
The parcel was then delivered on 14th January.
The fact that your parcel was sitting in the depot for so many days is not acceptable to us.
Our Customer Care Manager has attempted to ascertain why there was such a delay.
Unfortunately we can not be certain about this issue, and therefore I have been assured that the depot processes involved will be reviewed to prevent such situations from arising again.
I am sorry that the item was found to be damaged upon receipt.
However we are unable to refund you any money as none has been paid to us.
Requests for refunds or compensation should be addressed to the sender of the parcel, Parcel2Go as they have the agreement with the sender .
Parcel2go may then, in turn, address the matter to us directly if they wish to do so.
However in relation to the telephone calls made, I am able to send you a High Street Voucher as a gesture of goodwill.
I have requested this today, but I should also advise you that we are currently awaiting a batch of voucher to be delivered.
Yours will be sent as soon as this arrives.
Our operator on Monday 10th January did pass a request through to the depot for delivery to be made the next day.
Clearly the depot failed to pick up on this request in time, and this issue has been raised with the team involved.
I cannot advise why our operator would have been surprised to see where the parcel had been.
It is a normal procedure for parcel to be collected in one part of the country and moved on to another, and there was no mis sorting of your parcel.
I am sorry that you have had such a disappointing experience on this occasion, this would certainly not have been our intention.
On behalf of Home Delivery Network Limited please accept my sincere apologies for any inconvenience caused.
I replied stating that as they where the courier and they courierd the parcel from day one and parcel2go never touched it and as it took so long they are to blame they where the ones that damaged the parcel so they should pay the costs. They are now REFUSING refund and telling me its nothing to do with them as the seller took the contract out with parcel2go, so this means that they are responsible,
Bumpers are listed as prohibited items yet the seller still posted it using them, he is not replying and i am £90.00 down
I AM SO LOST i dont know who to contact or what to do , i know your probably bored but i really need guidance with this.
Thanks guys!
