Courier coordinator has lost my international parcel and not taking responsibility (UPDATED) - HotUKDeals
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Courier coordinator has lost my international parcel and not taking responsibility (UPDATED)

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I posted 2 parcels to China on the same day using the same drop off location. 1 of the parcels have arrived, but the other is showing it has arrived at ParcelForces warehouse. ParcelForce has "app… Read More
mafia Avatar
6m, 1w agoPosted 6 months, 1 week ago
I posted 2 parcels to China on the same day using the same drop off location.

1 of the parcels have arrived, but the other is showing it has arrived at ParcelForces warehouse. ParcelForce has "apparently" searched their warehouse and cannot locate my parcel. Parcel force are now telling me the Chinese courier company has taken the parcel but forgot to scan it and its the chinese courier that has lost the item..

However, the other parcel which has arrived in China successfully, is showing it was scanned at ParcelForce warehouse. Both companies is blaming each other for the loss and wont pay any compensation. Is there somewhere I can complain about this as the items were quite expensive and i would like to at least get some of the money back?

***UPDATE***

Parcelforce claimed that they had never received the parcel, so apparently it's the Chinese coordinator (it's called Cheng Yi or parcelchina.co.uk) who's lost the parcel. So the process is supposed to be this: I dropped off parcels at Collect+ ==> Collect+ delivered parcels to the warehouse of the parcelchina==> Parcelforce pick up parcels from parcelchina's warehouse ==> Parcelforce deliver to China and Chinese courier picks up from Customs onwards (I think). I have record from Collect+ showing the parcel was delivered to parcelchina, then no further record from there. Parcelchina claimed Parcelforce had picked up the parcel but they don't always scan at pick up and therefore no record. Parcelchina's T&C says they would claim compensation on customer's behalf from Parcelforce in case of lost parcels to the maximum value of £50, so they are trying to shift the blame to Parcelforce although they can't provide any evidence as proof that Parcelforce has picked up the parcel. The content of my parcel is worth over £2k and there was no option to purchase insurance when I placed the order. Now parcelchina has stopped responding to any of my messages and emails.

thanks in advance
mafia Avatar
6m, 1w agoPosted 6 months, 1 week ago
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Responses/page:
#1
The scanning process is there for a reason - if it was not scanned out of the warehouse it is effectively still there. Did you pay for insurance? Can you not just file a claim for a missing item?
#2
I can, but they are not admitting responsibility.

Should I file the claim anyway?
#3
I had a similar problem a couple years ago. It's their responsibility that it's scanned before it's released to the other company, so if it's recorded as still being with parcel force, you can lay the blame with them.

My parcel cost £8, and I took the company to court for £80 to cover time spent. They settled out of court for £50.
#4
surely the company you used to make the booking with is liable as that's who the contracts with.
#5
mafia
I can, but they are not admitting responsibility.
Should I file the claim anyway?

I would

http://www.parcelforce.com/help-and-advice/sending/making-a-claim
#6
Zeipher - how did you take the company to court?

deb8z - will get the form filled in, I have a feeling they will reject it though..
#7
Parcel force is responsible from drop off to delivery no exceptions. Fill in a claim form quick as it needs to be registered. If they fail to compensate within the time period then take them to small claims court.
#8
You are Parcelforce's customer. It's not your problem that Parcelforce decided to use a different courier at some point. They are responsible to you for getting that parcel delivered, i.e. even if it is the Chinese courier that lost the package, it is still Parcelforce's problem.
#10

The OP suggests the tracking information shows the consignment is still with Parcelforce therefore this would not apply, since the 3rd party is not showing acceptance of the goods. Parcelforce should be able to show proof of this otherwise take responsibility.

mafia
Zeipher - how did you take the company to court?
deb8z - will get the form filled in, I have a feeling they will reject it though..

Firstly, submit a claim with Parcelforce. Before you even want to consider court action submit a claim, even if you wanted to proceed with court action you will need to demonstrate that you have already taken the appropriate measures.

If they reject your claim and you receive a unsatisfactory response and feel you have a case, then you can perhaps appeal the claim. If that is unsuccessful you can write a letter to Parcelforce informing them of your intent (taking them to court) and give them 7 days to respond. Then you may proceed with further action however I would strongly suggest you do some reading first, especially considering you're asking how you take them to court, this proves you have quite a limited knowledge of such action.

Edited By: joshp on Jan 12, 2017 10:11
#11
Just remember all correspondence by email so you have a record of everything in case you should need it at a later date.
Never agree or accept anything they tell you in a phone call.

Edited By: Dyslexic_Dog on Jan 12, 2017 10:18: .
#12
ParcelFarce cocked up, so it is their legal responsibility; as long as you have a receipt for the parcel.

Friends had this about 4 years ago, parcel went missing, they didnt get a receipt from ParcelFarce, so their claim was refused.

Can I ask what was in the parcel? Lots of things are not allowed to be posted into China, and if the customs people find any, they confiscate the letter/parcel without telling either the sender nor the supposed recipient; then there is the issue of fraud/theft, which is also rife in the Chinese Customs Warehouses.

My mother posted out two sets of legal documents, and absent mindedly stuff a couple of left over 100Yuan notes in the one; it never arrived, currency by post into is not allowed. I had to arrange for replacement documents to be couriered - which wasnt cheap!!

Experienced "parcels to China" people (and the Chinese themselves), wrap the parcels in layers of tough packing tape, to make opening them difficult to do and impossible to hide, for just this reason.
#13

In this case though, I don't think the OP ever asked Parcelforce to deliver the parcel to a third party for them to deliver. My impression is that Parcelforce themselves uses a Chinese courier to fulfil deliveries in this location, and that the OP contracted Parcelforce to deliver to the ultimate recipient (using means at Parcelforce's discretion, not the OP's).
#14
Get Paul Bohill to go get your money back!
#15
Muir
In this case though, I don't think the OP ever asked Parcelforce to deliver the parcel to a third party for them to deliver. My impression is that Parcelforce themselves uses a Chinese courier to fulfil deliveries in this location, and that the OP contracted Parcelforce to deliver to the ultimate recipient (using means at Parcelforce's discretion, not the OP's).

As a veteran of overseas post, RM will get it to the destination country, then it is handed over to the local postal service, after that you are at their mercy.
I sent something to a GF in Irkutsk many years ago, it got to the airport customs warehouse outside of the city within 48 hours of handing it over at my local post office; it didnt make it the 3 miles to her apartment block for another 6 weeks.
Stuff I sent to another GF in Moscow regularly vanished between the customs warehouse and her University apartment block.
#16
Why didn't you purchase extra cover considering the value is £2000? Clearly available when purchasing on the parcelforce site.
#17
chocci
Why didn't you purchase extra cover considering the value is £2000? Clearly available when purchasing on the parcelforce site.


although true, in this case it doesnt seem to matter as the issue is Parcelforce is rejecting liability.
#18
adamspencer95
chocci
Why didn't you purchase extra cover considering the value is £2000? Clearly available when purchasing on the parcelforce site.
although true, in this case it doesnt seem to matter as the issue is Parcelforce is rejecting liability.
Why will Parcelforce accept liability when the OPs contract was with Parcelchina? Parcelforce in this case is not answerable to OP.
#19
tempt
adamspencer95
chocci
Why didn't you purchase extra cover considering the value is £2000? Clearly available when purchasing on the parcelforce site.
although true, in this case it doesnt seem to matter as the issue is Parcelforce is rejecting liability.
Why will Parcelforce accept liability when the OPs contract was with Parcelchina? Parcelforce in this case is not answerable to OP.


If the OP went to Parcelforce asking for delivery to China, surely Parcelforce are responsible end to end? Its not the OP who selected the 3rd party, unless I'm mis-interpreting.

You paid for a service and it hasn't materialised. Whoever is on the receipt should ultimately be liable, and if it ended up in court, this is likely what the Judge would rule.
#20
mafia
lots of stuff

Who did you buy the service from? It isn't your problem thaat half a dozen companies seem to be involved - you only have a contract with one of them. They are the people you chase.

TBH though, if you sent a £2000 item and didn't get insurance then you are going to get an expensive lesson.

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