DO NOT SEND YOUR PARCELS WITH PARCELFORCE UNTIL YOU'VE READ
THIS
Q: Would you like your parcels stolen from Parcelforce's
depot by there staff ?
A: Obviously not but this has happened and as a customer you
get brushed aside and fobbed off
I sent an expensive Apple imac computer via Parcelforce 24hr
and dropped the parcel off at their depot on 22/11/2017.
To my amazement there scanning machine wasn't working the
lady said and left it with them anyway.
Five days later the customer informs me that he still hasn't
received the imac and I chased it up with his tracking details. To my shocking
horror it's not even on Parcelforce's website and I'm thinking what's going
here. I booked it in for 24hr delivery and it's not even on their system. Went
to the depot the next day and the lady recognized me dropping the Apple imac
off and she tried looking for it but couldn’t find it anywhere there. She
informed me that she'll look into it and get back to me. Rang the depot the
next day and Jack the manager took charge of the incident and informed me he'll
investigate what's happened and get back to me. Two days later I rang again and
he said that he's found it in the Coventry lost and found dept. I gave him the
model number and what it looked like and said it was mine. I was finally happy
and Jack informed that the customer will be receiving it very soon. I rang
every day and week later on Tuesday was informed by Jack that my customer
should receive it by Thursday, 8 days after they found it. Okay but something
just didn't feel right here, why does a 24hr parcel which they found take so
long to be delivered?
I rang on late Thursday, the day of delivery and to my
SHOCKING HORROR, Jack informed me that the imac was claimed by somebody else
before me with the right serial number and informed me to take it up with the intermediary
company I booked it through and don't want to know anything about it.
I asked why it's taken over 7 days to inform me that it's
not mine and someone else has claimed it?
He could not answer me, and said just go to the company I
booked it through and if you have insurance you'll get your money back
otherwise tough luck.
Insurance was £130 to send a parcel 24hr. My home insurance
is cheaper than sending any parcel through them. Told him this is not the last
you've heard of this and something is not right at your depot and taking it up
with there head office.
This was 30th Nov now.
Rang customer services and spoke to Ikram there and told him
what's going on and got the usual answer, we'll look into it and get back to
you, very pleasant guy though. Rang the next day and the same answer and rang
on Mon, guess what, got the same answer but on Tuesday they've informed me that
it's gone to the so called Director's office now and they'll get in touch with
me soon and they don't have a number I can contact them on. Okay, thinking
hopefully something will be done now.
Rang customer services every other day and got the same
answer. We'll be in touch and the director's office don't have a contact
number.
Finally lost my bottle and they got me through to someone in
the so called Director's office.
Lynn Gawthorpe was looking over this now and we're on the
14th Dec now. Told her what's happened and she's investigating this and was
going to get back to me.
My main argument to Lynn is that a parcel in any national
courier company is trackable but mine was not even on their system and if it
was scanned, it's in the system and you can find out where it's gone. But
anything not scanned has gone in the back of someone's car or van and in their
home by one of their employees. Nothing else can be explained and I want to
know anything different.
The answer I finally got from Lynn on the 27th Dec was we've
passed it on to our internal investigations team and will be passing everything
through to the intermediary company I booked it through and I'll have to
contact them. Also adding if you have insurance then your covered but I told
her that the insurance will only cover for lost and damaged, this is clearly
theft by one of their employees from the depot, and it doesn't cover for that,
it's completely clear cut.
She finally ended telling me that she's willing to payout
£100 for the way Jack informed me and not for the computer being stolen.
I told her that it's nowhere near what I sold it for and
what it's been sold for at Apple.
Told her will get back to her when I've spoken and taken
advice from a Solicitor.
Solicitor friend has advise me to report it to the police in
the first instance as it's
stolen from there depot by one of their employees.
Now to ask what PF have done of the investigations and have
a duty of care to their customers as to their parcels.
FOR NOW, DO NOT SEND ANY PARCELS VIA PARCEFORCE
Any advice would be greatly appreciated.
THIS
Q: Would you like your parcels stolen from Parcelforce's
depot by there staff ?
A: Obviously not but this has happened and as a customer you
get brushed aside and fobbed off
I sent an expensive Apple imac computer via Parcelforce 24hr
and dropped the parcel off at their depot on 22/11/2017.
To my amazement there scanning machine wasn't working the
lady said and left it with them anyway.
Five days later the customer informs me that he still hasn't
received the imac and I chased it up with his tracking details. To my shocking
horror it's not even on Parcelforce's website and I'm thinking what's going
here. I booked it in for 24hr delivery and it's not even on their system. Went
to the depot the next day and the lady recognized me dropping the Apple imac
off and she tried looking for it but couldn’t find it anywhere there. She
informed me that she'll look into it and get back to me. Rang the depot the
next day and Jack the manager took charge of the incident and informed me he'll
investigate what's happened and get back to me. Two days later I rang again and
he said that he's found it in the Coventry lost and found dept. I gave him the
model number and what it looked like and said it was mine. I was finally happy
and Jack informed that the customer will be receiving it very soon. I rang
every day and week later on Tuesday was informed by Jack that my customer
should receive it by Thursday, 8 days after they found it. Okay but something
just didn't feel right here, why does a 24hr parcel which they found take so
long to be delivered?
I rang on late Thursday, the day of delivery and to my
SHOCKING HORROR, Jack informed me that the imac was claimed by somebody else
before me with the right serial number and informed me to take it up with the intermediary
company I booked it through and don't want to know anything about it.
I asked why it's taken over 7 days to inform me that it's
not mine and someone else has claimed it?
He could not answer me, and said just go to the company I
booked it through and if you have insurance you'll get your money back
otherwise tough luck.
Insurance was £130 to send a parcel 24hr. My home insurance
is cheaper than sending any parcel through them. Told him this is not the last
you've heard of this and something is not right at your depot and taking it up
with there head office.
This was 30th Nov now.
Rang customer services and spoke to Ikram there and told him
what's going on and got the usual answer, we'll look into it and get back to
you, very pleasant guy though. Rang the next day and the same answer and rang
on Mon, guess what, got the same answer but on Tuesday they've informed me that
it's gone to the so called Director's office now and they'll get in touch with
me soon and they don't have a number I can contact them on. Okay, thinking
hopefully something will be done now.
Rang customer services every other day and got the same
answer. We'll be in touch and the director's office don't have a contact
number.
Finally lost my bottle and they got me through to someone in
the so called Director's office.
Lynn Gawthorpe was looking over this now and we're on the
14th Dec now. Told her what's happened and she's investigating this and was
going to get back to me.
My main argument to Lynn is that a parcel in any national
courier company is trackable but mine was not even on their system and if it
was scanned, it's in the system and you can find out where it's gone. But
anything not scanned has gone in the back of someone's car or van and in their
home by one of their employees. Nothing else can be explained and I want to
know anything different.
The answer I finally got from Lynn on the 27th Dec was we've
passed it on to our internal investigations team and will be passing everything
through to the intermediary company I booked it through and I'll have to
contact them. Also adding if you have insurance then your covered but I told
her that the insurance will only cover for lost and damaged, this is clearly
theft by one of their employees from the depot, and it doesn't cover for that,
it's completely clear cut.
She finally ended telling me that she's willing to payout
£100 for the way Jack informed me and not for the computer being stolen.
I told her that it's nowhere near what I sold it for and
what it's been sold for at Apple.
Told her will get back to her when I've spoken and taken
advice from a Solicitor.
Solicitor friend has advise me to report it to the police in
the first instance as it's
stolen from there depot by one of their employees.
Now to ask what PF have done of the investigations and have
a duty of care to their customers as to their parcels.
FOR NOW, DO NOT SEND ANY PARCELS VIA PARCEFORCE
Any advice would be greatly appreciated.
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64 Comments
sorted byNot sure why you would leave something there without it being put on the system, but there you go.
You got further than me then. I got bored before the end of November.
Guess the moral of the story is insure everything and make sure it is properly logged. There are some dodgy people around and it isn't just parcelforce.
I'll use parcel force if they come up cheapest / best value. I'll insure my item appropriately. If it doesn't turn up, I'll claim - however I'll not expect it to be stolen, because the majority of people are good and decent, and one bad review won't put me off.
Nope, sorry doesn't make sense :/
You sent an iMac in an iMac box, (I see a problem right there, hey look at me iMac in here help yourself..) but it wasn't the original box, therefore the serial number on the outer didn't match the physical serial number on the iMac?
How did the person collecting know the correct serial number?
If it was opened, why? I cannot fathom why a Parcefoce/Royal Mail member of staff would open a parcel, lost/misplaced/non-delivered whatever the reason, it was labelled so the person collecting should have only needed identification to collect it?
Now, issue is, (obviously don't know your location) but if this parcel was posted from London, and had the senders address as you say it did, and the destination was say, Glasgow, the person collecting would have to prove to the London depot that they were the sender, they surely wouldn't give it to a random who said they were the buyer, the buyer wouldn't travel to the senders location to pick up a parcel which was being despatched to them, or do I miss something?
Doesn't add up.
Failings I see on your part are ;
sending an iMac in an iMac box, should have been either wrapped in brown paper, or even several black bin bags cut would have disguised it..
leaving the parcel without getting it scanned, you have no proof of postage, or do you..?
not taking out insurance, you chose to sell it in the manner you did (eBay?) you should have factored in postage, packing and insurance, as the onus is on you as the seller to get the item to the buyer, what would have happened had the iMac reached its destination but with a broken screen?....
Doesnt get away from the fact the iMac has went somewhere it obviously shouldn't, BUT had you followed through the 3 points above, either ; a) the item would reach its destination or b) you would have been re-imbursed.
I still can't fathom why it was opened, as I've never, ever heard of a courier opening a parcel which has either a delivery address or senders address attached, to confirm who it belongs to..... (edited)
How did they get the serial number?
Even to check it then a member of staff from Parcelforce/Royal Mail would have had to open the box to verify serial number?
Normally to collect a 'lost' parcel you would need either proof of postage or identification of some form....?
Surely you had your return address on the parcel...? (edited)
I surely hope as his confident that we'll win in local court as it's negligence and they have no duty of care to there customers.
Obviously been lucky then if you leave items with no proof!
There not saying I didn't drop it off. There actualling saying yes it was dropped off but we've lost it, but someone has stolen it.
I have a very good solicitor friend who's really good. Told him what's happened and went to the police to inform a formal complaint. Now the next step. (edited)
I was thinking this when I rang Apple to see if they could locate it. But since I didn't have the Find My Mac on they can't locate it at all. Like your thinking mate (edited)
I've never had an issue before really until this one time. Let's see what happens. Much appreciated for your comment.
Other thing to do is check eBay. They might be selling it online, if you see one you could always ask them if you can come and look at it, when they send you their address pass it to the police.
Yes but if you had insurance they would just say it’s been lost and pay out.
"Jack informed me that the imac was claimed by somebody else before me with the right serial number and informed me to take it up with the intermediary company I booked it through and don't want to know anything about it."
Sounds like Jack is covering for an employee was found to have stolen your imac and was fired. If I were you, call the "directors office" and tell them you either want your imac back ir the value of it refunded. If they refuse, ask for their legal address which you will need to file a county court claim. This is usually when they start playing ball.
They're both part of the same group of companies
19kg. What else did you put in the box? House bricks?
The Mac was very expensive so I'm not giving in until the courts say no.
Never had an issue before until now.
Failing that use a body camera when you go in to drop the parcels off.
Good luck! You can but try
Normally I'm okay with them as I send quite a few mac's with them, but this time I had a very bad felling.
I agree but can't justify £130 to insure. My home insurance with contents is cheaper for the whole frigging year.
I send all parcels with not one label but two labels to be on the safe side. Apple products have certain serial numbers identifying that particular product which is unique to it only.
But how could someone know that serial number..?