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TNT couriers lost my goods


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Hi all,


I sold a printer on Ebay.

Just a normal large format computer printer.


I used Parcel2Go parcel agent to arrange collection of the printer with TNT 24 hour overnight express service.


Printer was collected from me on Wednesday 24 August by the TNT driver.


Driver gave to me a signed receipt of collection on their standard TNT headed paper.

The box should have been delivered to the buyer on Thursday 25 August.


Three days later, Saturday, buyer contacts me to tell me that the printer has not been delivered.


I go to Parcel2Go parcel tracking page, there is no tracking information for the box.


I go to TNT web site tracking information, there is no tracking information for the box.



Monday 29 August I contact Parcel2Go website live help about the missing box.


Answer = TNT have advised us ... No goods.

“What does ... No goods ...... mean” ?

They don’t have tracking information on it.


Parcel2Go tell me they will look into the problem and call me back the same day = They never did.

Or the next day.

Or the next.


So I send email every day to Parcel2Go asking what is happening about their search for the missing box.

I don’t receive an answer.


I call on the phone to TNT customer service.

They know about the missing box and it’s intended destination and the recipient’s name.

Parcel2Go must have contacted them at TNT.



But the woman at TNT would not discuss with me about the missing box any further.


She directs me to go right back to Parcel2Go, telling me that it is their responsibility for the loss of the box.

Parcel2Go direct me to fill in an online claim form and send it to them by email.

I send claim form with all information about the missing box.


Anyone who, like myself, has had previous experience with Parcel2Go claims, willl know that claims from them never resolve into any form of payment.

One becomes stuck in an endless cycle of being asked to send all information about the box, over, and over again.

Generally given the run-around until the claim period runs out, then one is informed that they should have sent the information about the box earlier.


I will only receive their maximum limit of £ 50 if I am lucky with the claim.



The TNT collection driver had obviously not scanned the bar-code on the delivery address label on the top of the box when he collected it, so all the information about the box never entered their system.


So it is undoubtedly TNT’s fault that the box is lost.


Now the box is drifting around in a TNT warehouse somewhere and no one can be bothered to find it.




How can a box this size become lost ?


It is not a small box at 650 x 470 x 450 mm deep. 15Kg.

the box is not something that could be overlooked.


The delivery address is plainly marked in large print on the top of the box, completely sealed under clear 50mm wide industrial sellotape.

Why someone just cannot pick up the box and put it onto a relevant delivery van is beyond my understanding.




I have now had to refund the buyer, he has been very patient.


No one will admit responsibility for the lost box.

I am getting tired of being pushed from one company to the other.


But WHO is actually legally responsible for the loss of the box ?

Parcel2Go or TNT ?


Who do I take to court for the full £ 70 that I have lost ?



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if a credit card was involved then there might be redress there?



please don't hit Quote...just type we know what we said earlier..

DCA's view debtors as suckers, marks and mugs

NO DCA has ANY legal powers whatsoever on ANY debt no matter what it's Type

and they

are NOT and can NEVER  be BAILIFFS. even if a debt has been to court..

If everyone stopped blindly paying DCA's Tomorrow, their industry would collapse overnight... 

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Your contract is with P2G, not TNT. You claim from P2G and they claim from TNT.


If they try to run you in circles, write a complaint to them and if they still don't pay up, sue them.

If you are asked to deal with any matter via private message, PLEASE report it.

Everything I say is opinion only. If you are unsure on any comment made, you should see a qualified solicitor

Please help CAG. Order this ebook. Now available on Amazon. Please click HERE

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  • 7 months later...

If anyone is pursuing legal action against TNT then contact me please

They did the same thign to me last month with a high value item via parcels2go

no scanning info at all and runaround from complaints asking to submit forms which they already received and approved

So what could possibly explain why these parcels have no tracking info and where do the items actually end up???

I have serious concerns and have lost £400 after the £50 compensation offered :(

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Thanks for reminding me, I had forgotten that I had posted this complaint on the CAG forum.




Two weeks went by while I waited for some answer, from anyone, and then I sent a letter containing all the photos and details of the missing printer,

and a notice of intended legal action for the loss of the printer, to >>>


Claims department

TNT Express services

TNT Express house

Holly Lane





....... No reply came.


I then sent the same information to TNT Head office >>


TNT registered office

PO. box 99

Stubbings Vale Mill

Stubbings Vale road






....... No answer.


Just a day after I had sent this second letter I received a cheque for £ 50 from Parcel2Go.


I held the cheque for over two weeks, waiting to see what type of reply I would receive from TNT head office.


No reply.....Ever.


I cashed the cheque from Parcel2Go, I had to concede that it would not be worth all the hassle of going to court over the remaining lost £ 20.




One has to wonder just what recruitment criteria and checks TNT ( or any other large courier company ) has for employing their collection and delivery drivers.

The shaved head, earrings and tattoos up both arms obviously were considered of no importance.


A courier delivery driver job is just the most perfect position for a part time opportunistic thief.


All they have to do is to NOT scan the label stuck to the parcel on collection.


They know then, the parcel simply does not exist anywhere in their tracking system.


No one in the company will know about the "lost" parcel, or where it is ..... except the driver who collected it.



How a strong, new, reinforced cardboard box, big enough to contain a full size Alsatian dog, and fully labelled, on the top and one side, gets " lost " in their system, is a joke.


The word is ... STOLEN.


This particular collection driver I had used at least ten times, almost consecutively, collected my parcels probably once every two weeks.


He knew what was in the boxes, I was running a small business.


It was by this time very close to the Christmas holidays, someone, somewhere, had a nice new laser printer for their Christmas present.


The driver had left his signature on the collection note, a copy of which I had sent to the offices listed above, so the company knows who he was.



I am sure that "lost" parcels happen all the time, but the companies seem not too interested in tracking down the parcels, rather keep it all quiet and hide behind


highly restrictive legal Terms and Conditions.



I had a similar problem with another courier company a few months after this.


I no longer trade in printers, too much risk when one has to rely on courier companies employing dodgy characters.


I have read recently that TNT no longer conducts business with individuals, just companies only.



I am sure that your laptop has vanished for good, you can try making a claim, but unfortunately, like myself, you signed away most of your claim rights

by agreeing to Parcel2Go terms and conditions and their liability limit of £ 50 when you booked their service.


As Silverfox1961 has written, your contract is with Parcel2Go, you have to claim through them, even though they did not lose your laptop.


Trying to make a legal claim for the full value of the laptop stick on TNT could be difficult, even thought it was them who, er ... somehow " lost " your laptop.

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