Here are the Case Details from Resolver
Company: Parcel2Go
Service: Parcel delivery and collection
Reference: P2G*****
Date Raised: 16th March 2021 at 10:56
Parcel reference number: P2G*****
When it happened: December 30th, 2020
Where it happened: my address
What happened: I wanted to return a brand new laptop to Amazon. I paid Parcel2go the fee of 25.26
GBP which stated it included standard parcel cover. The due date was the 12th January 2021.
I dropped off the parcel at the *** local shop in *** on the 29th December 2020, clearly stating it was a brand new laptop worth 650 pounds and having put labels on the outside and inside of the box. The parcel was collected by a courier from EVRi (now Evri), but the parcel NEVER ARRIVED at the depot (Slough Trading Estate - B2C Europe (UK) 216/217 Bedford Avenue, Slough SL1 4RY) according to the tracking number provided (080*****).
I opened an enquiry with parcel2go, which was then changed to a claim. The outcome is that they have offered me 25 pounds back, which I have not accepted. I have now sent a complaints letter to parcel2go but in avail and put a police report in to the Thames police department against theft from the courier. They are taking no further action either.
What I want:
I want either the computer returned to me or a full refund of the value of the computer (650 pounds) plus the postage 25 pounds and 26 pence.
Timeline
Day 1 - 16/03/21
email sent 11:03 GMT:
"Package not delivered"
email received 16:03 GMT:
"Case Contact | Parcel2Go P2G*** | Parcel2G..."
email sent 23:03 GMT:
"RE: Case Contact | Parcel2Go P2G*** | Parc..."
Day 15 - 30/03/21
email sent 09:03 GMT:
"Case Contact | Parcel2Go P2G*** | Parcel2G..."
EMAIL
sent on 16/03/21 at 11:03 GMT
attachments:
42***-Parcel2Go.com_Order_Confirmation.pdf
42***-shop-receipt-front.jpeg
42***-police-report-outcome.pdf
42***-letter_of_complaint_in_breach_of_contract.pdf
42***-email-answer-to-complaint.jpeg
42***-Invoice.pdf
42***-parcel-2-go-tracking.png
Package not delivered
Dear Sir / Madam,
I am writing to you to raise an issue about: Parcel delivery and collection
The issue that I have experienced was: I wanted to return a brandnew laptop to Amazon. I paid Parcel2go the fee of 25.26 GBP which stated it included standard parcel cover. The due date was the 12th January 2021.
I dropped off the parcel at the “*** local” shop in *** on the 29th December 2020, clearly stating it was a brand new laptop worth 650 pounds and having put labels on the outside and inside of the box. The parcel was collected by a courier from EVRi (now Evri), but the parcel NEVER ARRIVED at the depot (Slough Trading Estate - B2C Europe (UK) 216/217 Bedford Avenue, Slough SL1 4RY) according to the tracking number provided (0***). I suspect theft from the courier. I opened an enquiry with parcel2go, which was then changed to a claim. The outcome is that they have offered me 25 pounds back, which I have not accepted as it is less than the postage fee I paid. I have now sent a complaints letter to parcel2go but in avail and put a police report in to the Thames police department against theft from the courier. They are taking no further action either.
The email address used by Amazon returns is ***
The email address used for the order with Parcel2go: ***
It occurred on: 30/12/2020
This meant that I am extremely upset about this. I spend all my days off writing to parcel2go, trying to contact EVRi etc. but I feel that even though it is obviously theft, nothing is being done about this. I have not slept because of the worry and frustration caused by the lack of support offered by anyone.
I want either the computer returned to me or a full refund of the value of the computer (650 pounds) plus the postage 25 pounds and 26 pence.
I look forward to your prompt response on this matter. As recommended by Trading Standards, I would like to keep a complete record of my case, so please reply to this email address ***.
Yours faithfully,
***
EMAIL received from P2G on 16/03/21 at 16:03 GMT
Case Contact | Parcel2Go P2G*** | Parcel2Go.com Case ID:*** : RE: Package not delivered
Ref: P2G***
Good Afternoon.
Thank you for your email. Whilst I can understand completely that this is upsetting for you, we are unable to compensate you for the loss of these items as the parcel protection was purchased at the value of £25 for these items.
During booking, we strongly advise all customers to fully declare and cover their items to give added piece of mind in the rare event of loss or damage during transit. I can see that whilst you declared these items as £650.00 you opted not to protect them for the full valuation. Furthermore having declined to cover the items full value, you selected to proceed with standard protection by agreeing to our Terms & Conditions of carriage.
We appreciate that this is frustrating and not the outcome which you would have hoped to receive, I am afraid, as a company we self certify all of our claims and would not be able to claim directly from the courier. On this occasion, we would not be able to process a claim for the value of your contents additionally to the declared protection taken. Upon correspondence from the police, we will work with them to provide them with the necessary requirements.
Once more, I am very sorry for the troubles caused. If we can be of further assistance, please feel free to contact us.
Kindest Regards
Aaron
MY REPLY
EMAIL
sent on 16/03/21 at 23:03 GMT
RE: Case Contact | Parcel2Go P2G*** | Parcel2Go.com Case ID:*** : RE: Package not delivered
Dear Customer Services,
Thank you for your reply but parcel2go recommended that I DO NOT PAY for the additional insurance you mention, as laptops were on the list of articles not covered for extra compensation if damaged in transit. We are talking about THEFT here and not damage or even loss.
Parcel2go are in breach of contract as my delivery must have been made without undue delay and within 30 days from the point of purchase as stipulated by the Consumer Rights Act 2015.
I insist that you either;
1) Return the package to me
2) or provide a full refund of the price of the laptop and the postage.
Otherwise I will have to take this issue to the small claims court.
Regards,
***
EMAIL sent by me on 30/03/21 at 09:03 GMT
Case Contact | Parcel2Go P2G*** | Parcel2Go.com Case ID:*** : RE: Package not delivered
Dear CEO,
REF: P2G*** MY EMAIL ADDRESS
I am writing to complain about an issue with Parcel delivery and collection.
I have already raised my issue within your organisation, but I feel that my issue is still unresolved, hence my need to involve you in helping to resolve this problem.
Here is what happened: I wanted to return a brandnew laptop to Amazon. I paid Parcel2go the fee of 25.26 GBP which stated it included standard parcel cover. The due date was the 12th January 2021.
I dropped off the parcel at the “*** local” shop in *** on the 29th December 2020, clearly stating it was a brand new laptop worth 650 pounds and having put labels on the outside and inside of the box. The parcel was collected by a courier from EVRi, but the parcel NEVER ARRIVED at the depot (Slough Trading Estate - B2C Europe (UK) 216/217 Bedford Avenue, Slough SL1 4RY) according to the tracking number provided (08***). I opened an enquiry with parcel2go, which was then changed to a claim. The outcome is that they have offered me 25 pounds back, which I have not accepted. I have now sent a complaints letter to parcel2go but in avail and put a police report in to the Thames police department against theft from the courier. They are taking no further action either. This happened on December 30th, 2020
The parcel has been lost by Parcel2go - a breach of contract.
I seek damages of 650 pounds or the computer returned to me in perfectly working order, plus costs (25 pounds and 26 pence).
Please reply back via this email address, as I would like to keep all my communications in one place.
Yours sincerely,
***
That was the last communication with P2G. (30/03/2021)
I am now ready to take this to small court. I believe I have 6 years to do this, so hopefully the fact that this happened last year won't be an impediment.
My question is: can I just use this case file from RESOLVER?
