Used Parcel2Go - Evri Lost Parcel value £280 !!

[Rake722]

Hi All, I need some help please.

 

I employed Parcel2Go to ship a box of used diesel injectors to my business partener is shropshire and they lost the parcel.

I did not choose to insurethe parcelas I beleive they hace a duty of care to carry out the contract without losing or damaging the parcel as that is what I am paying for in the first place.

 

At first I couldnot contact them as there is no phone number to contact them with and the only way I could communicate iwth them is via online chat whereI was told by what I assume is a contact center inindia, that my parcel has been lost abda claim has been started. I then asked to speak to a human and was told I would get a call back from their escalation team within 24 hours which I did. I was told then by a lady in the UK that the parcel shouldnot have been considered lost and that she would make enquiries with the courier Evri.

 

I then received a mailstating the the parcel had been lost and that a sepreate mail has been sent to me with the next steps - I never received that mail. I wrote back informing her of this - no reply, I mailed again asking for a call back - no reply.

 

I have just mailed them now asking to make a formal complaint and that the offer of £20 plust the cost of postage is not enough to cover the loss.

 

I would like to take the matter further ad need asisstance in how to progress this by means of a letter before action or whatever means are applicable insuch cases.

 

This insurance thing is just misselling of insurance !! I am employing them to do a job - they failed andcaused me a significant loss of items, business and time, surely they must have accountability ?

 

Thanks in advance,.

 

Rake

[BankFodder]

We can help you get your money back, but first of all, please spend at least a couple of days reading through the many stories on this sub forum so that you fully understand the principles.

 

When you have done that come back here and we will take you through next the step

 

Also, what is the value of the items? Was the value correctly declared and was the item correctly identified

[Rake722]

Hi Bankfodder, I have already done that and I am now aware of the steps required  in order to recover this loss.

 

Just seen the remainder of your post bankfodder.

 

the value was stated at £200 and the description was “parts” the items were fully identified when I contacted them regarding the loss and the contents were not disputed.

 

I have sourced replacements from Poland at a cost of £256 plus post. 
 

these items are rare diesel injectors that have a signal wire and come from 20 year old Vw transporter vans. Each single injector is part of a set of 5 that I sell for £550 asst so not having the sensor injector renders the set of 5 as useless.

[BankFodder]

Ok, send them an initial letter of complaint.

Don't give any deadline. If you get knocked back or don't get any reply in about 5 days then we will send a letter of claim.

 

Draft a letter of claim and Post it here so we can have a look

Incidentally, you will only be able to claim for your declared value

[Rake722]

Thank you very much do I do it by email or paper letter

[BankFodder]

Email is fine 

[Rake722]

OK so I declined the refund and told them to expect an LBA andI got this reply- have they covered their backsides with this ?

 

"Good Afternoon

Thank you for your e-mail.

Please accept our sincerest apologies for the loss of your goods in transit.

When booking your order, you entered a value for your goods of £200.00. Unfortunately, you did not take out any further parcel protection for the contents. As a result of this, you were only protected to the value of £20.00.

You were urged on two occasions to protect your goods to their full value. We offer our customers the opportunity to fully protect their goods so that an event such as this we can compensate for the item, Ronen Goodfriend.

When progressing with the order having not protected your goods, the following message appears:

“You have declared the full value of your item(s) at £200.00, however, you will only be protected for the basic rate of £20.00.
Would you like to take out extra protection for your items up to £200.00 for only £9.99 plus VAT

Yes, please increase my protection to the full value

No, thanks. I will accept the risk'

If you select no, a red box pops up and explains ‘We strongly recommend that you protect the full value of your item(s)., which again in this instance was bypassed, Ronen Goodfriend

As you did not do this, we have offered you the £20 standard protection plus the return of your carriage fees. I do hope this explains information to you further.

Once again, we do apologise for the situation, we value our customers very much and it is unfortunate that your experience with us did not run smoothly.

Please do not hesitate to contact us should you have any further queries, Ronen Goodfriend.


Kindest Regards"

[BankFodder]

Sorry to get tough – but I initially recommended that you do lots of reading and you responded that you have done it.

The fact that you are asking this question makes it very clear that you haven't done the reading.

Please do the reading, this is a self-help forum and although we support you and guide you, it is up to you to understand what you are doing by reading the experiences of hundreds of people here before you and who have all succeeded.

Where is your draft letter of claim that I asked you to prepare?

[Rake722]

@BankFodder I did do some reading, perhaps not 2 days worth but I read 2 very long posts about it- I'll do some more.

 

The letter is being drafted as I type, Wife is away and I have 2 kids and a day job and a small business to run so time is an issue when she is away but I will get it done.

[Rake722]

Letter of claim - Is this sufficient ? I have the receipt for the purchase of the injectors contained in the parcel as evidence of the value of the loss.

 

19/05/2023                                                                                                                                                                                                         Mr R I Goodfriend / Project Power

                                                                                                                                                                22 Handfield Road

                                                                                                                                                                Liverpool

                                                                                                                                                                L22 0NX

                                                                                                                                                                07415125940

 

Letter Of Claim: Parcel to go shipment  reference P2G114502299

I am writing this letter of claim in accordance with the pre action protocol for debt claims.

On the 26/4/2023 I employed Parcel2go to deliver a parcel to United Diesel Fuel Injection Services on a next daye delivery as this parcel was important and contained diesel fuel injectors intended for customers of mine who had already paid for the product. The value was declared as £200. On the 2/5/2023 I was informed by Parcel2Go that the parcel had gone missing and that they were making enquiries with the delivery company as to the whereabouts of my parcel.

On the 9/52023 I was informed byParcel2Go that the courier was unable to locate said parcel and that I was to consider it a total loss. As such Parcel2Go is in breach of the contract I had made with them to deliver the parcel to its final destination. This has caused a loss of £280 which is the price I paid for said injectors contained in the parcel which were purchased from united diesel fuel injection services who sent them to me to lengthen the wires before I sent them back to united diesel to be reconditioned and supplied to my customers. I enclose the receipt for said purchase totaling £280.

 

The outstanding Debt of £280 can be paid to the following account details.

Ronen Ilan Goodfriend

Sort Code 40-29-03

Account Number 81322923

 

Yours Sincerely

Mr R I Goodfriend

Edited May 19, 2023 by BankFodder
edits

[BankFodder]

First impression is that this is not a letter of claim because it does not lay down a deadline by which you will sue them in the county court. Normally 14 days

[Rake722]

@BankFodder Thank you but I did read the guidance andit stated that they had 30 days inwhich to respond so I didnt include a time frame,

I will amend.

 

Amended below -

 

etter Of Claim: Parcel to go shipment  reference P2G114502299

I am writing this letter of claim in accordance with the pre action protocol for debt claims.

On the 26/4/2023 I employed Parcel2go to deliver a parcel to United Diesel Fuel Injection Services on a next daye delivery. The value was declared as £200. On the 2/5/2023 I was informed by Parcel2Go that the parcel had gone missing and that they were making enquiries with the delivery company as to the whereabouts of my parcel.

On the 9/5/2023 I was informed byParcel2Go that the courier was unable to locate said parcel and that I was to consider it a total loss. As such Parcel2Go is in breach of the contract I had made with them to deliver the parcel to its final destination. This has caused a loss of £280 which is the price I paid for said injectors contained in the parceI. I enclose the receipt for said purchase totaling £280.

 

The outstanding Debt of £280 can be paid to the following account details.

Ronen Ilan Goodfriend

Sort Code 40-29-03

Account Number 81322923

 

Payment must be made by the date no later than 5/6/2023 or I will have begin court proceedings in the county court.

 

 

 

Yours Sincerely

R I Goodfriend BSc.

[BankFodder]

Please could you tell me where you found this guidance and give us a link to it.

[Rake722]

 

 

It was in one of your replies under letter of claim, I used the pre action protocol

 

https://www.justice.gov.uk/courts/procedure-rules/civil/pdf/protocols/debt-pap.pdf

[AndyOrch]

PAP that's Business to debtor not applicable in your claim.

[BankFodder]

50 minutes ago, Rake722 said:

 

 

Letter Of Claim:

Parcel to go shipment  reference P2G114502299

 

I am writing this letter of claim in accordance with the pre action protocol for debt claims.

On the 26/4/2023 I employed Parcel2go to deliver a parcel to United Diesel Fuel Injection Services on a next daye delivery. The value was declared as £200.

On the 2/5/2023 I was informed by Parcel2Go that the parcel had gone missing and that they were making enquiries with the delivery company as to the whereabouts of my parcel.

On the 9/5/2023 I was informed byParcel2Go that the courier was unable to locate said parcel and that I was to consider it a total loss. As such Parcel2Go is in breach of the contract I had made with them to deliver the parcel to its final destination.

This has caused a loss of £280 which is the price I paid for said injectors contained in the parceI.

I enclose the receipt for said purchase totaling £280.

 

The outstanding Debt of £280 can be paid to the following account details.

Ronen Ilan Goodfriend

Sort Code 40-29-03

Account Number 81322923

 

Payment must be made by the date no later than 5/6/2023 or I will have begin court proceedings in the county court.

 

If I do not receive reimbursement in full within 14 days of this letter, I shall sue you in the County Court for the value of the item which you have lost plus interest plus costs and without any further notice

 

Yours Sincerely

R I Goodfriend BSc.

 

enc: receipt for £280

 

[Rake722]

Thank you - This is a business claim though, I run an injector business.

I will send them the above.

Thanks again.

Sent via email.

[AndyOrch]

32 minutes ago, Rake722 said:

Thank you - This is a business claim though, I run an injector business.

 

I will send them the above.

 

Thanks again.

 

 

 

Does not apply to B2B unless you are sole trader.

[Rake722]

I am a sole trader, In partenership with wife but not incorporated

 

[AndyOrch]

Not to worry go with the above LBA as provided. 

[Rake722]

They replied with a revised offer of £50

After careful consideration, our case team have now revised the offer for your claim against xxxxxxx

We hope our latest decision meets with your expectations.

what happens next?

Once you've accepted an offer of settlement, we'll transfer your reimbursement via your preferred method of payment.

[dx100uk]

ignore send letter of claim

 

dx

 

[Rake722]

And a new email - 

 

Good Afternoon 

As advised in our previous email, you declined to fully protect your contents, to the declared value of £200.00. As such, we are only liable for the value of protection in place of £20.00.

 

Per our terms and conditions, you agreed to; https://www.parcel2go.com/terms-and-conditions

6.4 We shall only be liable for damage or loss caused to you if it is caused by our negligence, breach of duty or other wrongful act or omission, and only subject to the limitations set out within this clause 6 and clause 7.

 

6.5 We shall not be liable to you under any circumstances for:

 

(a) any direct or indirect loss (including, but not limited to loss of profits, or loss of goodwill); or

 

(b) any other special or indirect losses, costs, damages, or claims which do not arise naturally as a result of our negligence, breach of duty, or other wrongful act or omission.

 

The Limitation on the Amount of our Liability

 

6.7 If we are liable to you for any reason, we shall (subject always to clause 7) only be liable to refund to you the cost paid for the Service(s), unless you have purchased Parcel Protection for your Consignment from us. 

 

For the avoidance of doubt, this includes any Parcel Protection that you may require in respect of any items listed on the “Items Protected for Loss Only” and “No Protection Items” lists. No level of Parcel Protection that you purchase from us will render allowable any item which is on the “Prohibited Items” list. 

 

Where you purchase Parcel Protection for your Consignment from us, our liability to you is limited to the lesser of: (i) the value of the Parcel Protection taken out; or (ii) the actual value of the Consignment at the date of loss or damage (as applicable). Where you do not purchase Parcel Protection, you confirm that you accept the risks of not doing so.

 

After further review, as a goodwill gesture, without prejudice, I would be happy to increase the offer to £50.00, which is 25% of the declared value, as this is your first claim with us.

 

 

I fully understand this is not the amount you wished for as per your previous email and you wish to take this matter further, and of course that is your prerogative to do so, however, I must strongly advise you that should an item become lost or damage and we accept liability, which we have in this instance, as per our terms we will only be liable for the cost of service unless protection has been purchased, in this instance it was for the standard £20.00, this does mean we are only liable for this amount. However, on this occasion as a gesture goodwill without prejudice, a revised offer has been made.

 

 

 

If you wish to pursue further, this may be sent in writing to the below address:

 

Parcel2go

The Cube

Coe Street

Bolton

BL3 6BU

 

Once again, I would like to offer my sincerest apologies for any inconvenience this matter has caused.

 

Kindest Regards

[dx100uk]

ignore

send letter of claim 

 

 

[Rake722]

Letter of claim sent !