I posted a valuable parcel (£750 remake value, £1400 retail) to Australia on the 24th October 2022. The parcel has only been scanned twice since then. Once upon collection and the other time on the 11th of November 2022 when it was supposedly scanned in the depot for return.
I placed the order directly on the EVRI website although I’m a little confused about their relationship with EVRi and Parcel2Go. And who is actually responsible.
EVRi International emailed me on the 9th November saying, “It will be returned [the parcel] to sender as in this case the value is too high for them to send on this service”. The EVRI website allows you to place insured orders for up to £2000 for this international service so I am very confused how a £750-£1400 parcel cannot be accepted due to its value.
Additionally, I can’t find this maximum value rule mentioned in any terms and conditions and their customer services department can’t point out where it is evidenced either. Surely, if they can’t accept a parcel of this value it should not be available for purchase on the website.
Evri told me the parcel had been successfully found on the 11th November, as originally it was lost after collection, and that it would be returned to me because of the value. As it never left the UK this was due to happen within 14 working days. This has not happened nor have any scans shown since the scan on the 11th November.
Evri as of today, 7th December 2022, Evri have decided it’s lost again and have said they are looking into the claim but every person I speak to gives me a different update.
I insured the parcel for the value of £750 but I’d like to claim consequential loss due to misrepresentation that Evri could perform a service when they knew they couldn’t. Evri have said their terms and conditions exclude consequential loss, even though the person who purchased the goods in the parcel has asked for a refund for the retail value.
However, the only reason the client asked for a refund is because of the six week delay where Evri kept promising the parcel was being returned. They’ve now decided enough is enough so I’ll be substantially out of pocket. Additionally, as Evri haven’t even decided whether they are paying the claim I can’t set about remaking the order in case it turns up after I’ve spent money remaking and then Evri don’t pay me anything. The ideas are completely bespoke so I couldn’t resell them once they are made.
I have spoken to Evri almost every day in the past five weeks and I can’t get anywhere. I’m so angry they seem to constantly change their reasons for why the contract wasn’t performed and this “maximum value for the service” issue that I can’t get a clear answer from them on.
I assume a small claims court may be the way forward, but I’d like any advice on this, as it’s quite an unusual reason for why they didn’t send the parcel overseas. Additionally, if anyone has any suggestions on whether I could claim for the additional consequential loss.