parcel2go

[pokerrra]

Dear All,

 

First of all, I just joined the consumer action group so a big HELLO to all of you that are reading this.

 

I have a problem with a web-based company named "parcel2go.com", a UK based international courier services.I placed the order (a parcel to be sent to Spain), all fine, as it was the other time I used their service this very same year. They collected the parcel at the agreed date (DHL did the collection). A week later they returned my parcel giving no reason why they were returning it. I have already left the UK and my friend (collection address) tells me that it was returned and not reason why given. No one contacted me from parcel2go.com. I wrote them an e-mail asking was what wrong and why they returned the parcel.

 

First answer from parcel2go: The parcel was held from the 26th until the 2nd with no contact made regarding this parcel therefore it was returned.

 

Still didn't understand what he meant by "no contact made regarding this parcel" so asked again. Their answer: Whilst the order was in transit we do require the customers to track their own parcels and if they have any problems then to contact us and we can resolve them. Unfortunately on this case the parcel was held and no contact made regarding this and therefore the parcel has been returned to the sending address.

 

Because I used their service before I knew that the customers are not required to track their own parcel, this is a customer's choice. So I asked again why this time customers are required to track their own parcels and that I need a solutions since I paid for a service that was not delivered

Their answer: I am afraid you will need to pay again as the parcel was held and we do require all parcels to be tracked by our customers and that is why we provide tracking facilities with all our services. It is stated in our terms and conditions that you have agreed to and it does also state that the courier will only hold for a reasonable amount of time before returning to sender

I went over the terms and conditions and there is no such thing stated in the T&C. I start noticing that it wasn't my fault but theirs (between parcel2go and DHL) that the parcel was not delivered. I wrote them back referring that not such thing was stated under the T&C and that I need a solution and that I wasn't going to pay for a service that I have already paid, asking for solutions again.

Their answer: Unfortunately, under the circumstances we cannot send this parcel for free as we have been charged for the sending of the parcel and also the return of the parcel. The parcel was held and I do have it that the address was incomplete. You are also advised in the collection e-mail below to track your parcel and given a link to be able to do this.

So the person replying obviously contradicting himself (and finding excuses) first saying that customers were required to track their own parcel and then he comes saying that I was advised in the collection e-mail to track the parcel. I cut&paste what that collection e-mail says: You can track this parcel by going to XXXX and the thing about the address that was incomplete is not true because the it wouldn't be possible to place an order if all required fields are not filled, obviously the delivery address was complete, so another excuse.

 

So what shall I do now? Obviously not paying again placing another order and paying twice for their service since is not my fault but theirs that the parcel was not delivered, but seemingly they are not willing to take any responsibility.

 

Can anyone give me advice on this issue?

Many thanks in advance

Oier

Edited December 16, 2008 by jonni2bad