Parcelhero Broken Item

[webbscatering]

Good Evening

 

Used Parcelhero to deliver a Cast Iron potato chipper, like a fool paid for the extra insurance and stated that the item was over 20kg when it was only 15kg

Recipient informs with pictures that the item had been delivered broken.

Applied to Parcelhero for compensation

After a few email to Parcelhero with picture evidence they refused compensation stating the packaging did not meet the desired specifications

 

Where do I stand now?

 

thanks

 

[webbscatering]

In my email I stated that the driver could have refused collection if it wasn't packed correctly, also to have broken such an item it would have had to have been dropped from a great height.

It was Parcel Force who collected the item.

I will look at the Hermes Sub Forum

Yes declared it was £75 and asked for £75

 

Many thanks

Parcelhero.pdf

[webbscatering]

The buyer said the packaging was broken.

I have attached photos of the item before despatch and photos sent from the buyer of the broken item

also their packaging criteria

 

many thanks

 

Parcel Hero #3.pdf Parcelhero #2.pdf

Edited May 19, 2021 by webbscatering

[webbscatering]

my apologies BF, I have not sent any photos to Parcel Force the delivery company been dealing directly with Parcelhero.

Bar a few I sent them pretty much what's posted here.

cheers

[webbscatering]

Morning, 

I believe most of the packaging was discarded by the buyer who had gone back into the skip to pull out what she could. The item was wrapped in packing film the stuff they use to wrap pallets in before it was packed up.

That was the first thing they asked was evidence of damage to the box, so the buyer took these pictures and sent them to me, which I passed on to the company.

[webbscatering]

No I failed to mention that. 

[webbscatering]

Appreciate the help, here is the email sent when I first instigated the claim:-

Siraj Adrian Tamang (ParcelHero®)  14 May 2021, 10:33 BST  Dear, I am really sorry that your parcel has been damaged during transit, I will do everything I can to help you submit a claim for the damaged items. First, we need to assess the level of damage to the packaging and the items inside your shipment, and we do this by reviewing photos of the damage. Occasionally we may also need to arrange a physical damage inspection of the items and packaging, in order to process your claim. Please do not move the damaged parcel from the delivery location or discard any of the packaging materials, as it may affect your claim. Secondly, please submit the following information to support your claim within 14 calendar days of the delivery of your item (The date of delivery being considered as day 1) Clear images of:  a. The external packaging, and especially any visible damages to this material.  b. The internal packaging (showing how each item was packaged), including any damage caused. c. Any damage to the item/s inside the parcel. Any other supporting documentation or information you wish to provide to  support your claim (for example; if the goods were packaged in the original manufacturers packaging this information is very useful to support your claim) I will then review the evidence you send me, and respond within 7 working days to confirm if a physical damage inspection will be required. Then what? 1. If a physical inspection of your goods is required, it can take up to 14 days to arrange for your goods to be collected, examined and then returned to you. 2. If the packaging is found to be sufficient and we accept your claim, we will send you a claim form which you must return to us within 7 days. 3. Once we receive the completed claim form back, it will then take up to 14 days for us to process your claim and issue payment. Once again, I’d like to extend my sincere apologies to you and assure you that we take every claim very seriously. At ParcelHero® we are committed to providing the very best service possible and this starts by only working with the best global carriers in the world, and it ends with dedicated customer care when you need our support. I will move forward with your claim as soon as I receive your images, and I will do everything I can to ensure this matter is resolved to your satisfaction I look forward to hearing from you. Yours sincerely Siraj Adrian Tamang ParcelHero® Claims Department

[webbscatering]

I need to get back to the buyer and see if she can provide any more images. I have attached the first message from the buyer concerning the damaged packaging and item.

Ebay Chipper.pdf

[webbscatering]

Yes they still have it and still up for taking off my hands 

[webbscatering]

Yes they still have it and still up for taking it off my hands. I’m not sure that I’m entirely to blame for the packaging, when it left me the driver was happy it was sufficiently packed, on a previous occasion the very same driver refused to take something because he’s wasn’t packed to the correct standard. Ever since I have packed everything correctly. So from leaving me to the buyer something happened to the packing and item, more than likely dropped. 
thanks

[webbscatering]

I’ll give it a miss to be honest, I’ve got a lot more going on than to worry about 37.50, I’ll put it down to “every days a school day”. 
Thanks for your help BF as always invaluable and knowledgeable.