Interparcel and UPS - **RESOLVED**

[chindley]

Hi all, Firstly apologies if this is posted in the wrong forum.

Here's my dilema. I posted a sink through a company called interparcel, the sink was collected by UPS, unfortunately when it got to its destination it was broken and refused delivery by the receiver. The parcel was then returned to Interparcel and not to me as I thought it would have been. I contacted Interparcel and received the following e-mail.

 

Thank you for taking the time to contact Interparcel.

I am very sorry to notify you that your parcel has arrived damaged. Unfortunately shards of the sink had punctured the packaging, causing the contents to spill out of the box, making it unsafe to be carried in transit and we have disposed of the item. The item you have sent it is part of our restricted items list. With restricted items you can send them via our services but these items are sent at the customers own risk and are only covered for loss, not damage.

Sorry for any inconvenience caused.

 

I have checked and it does indeed state ceramic items as restricted on Interparcel site but it does not mention it on UPS and they were the ones who dropped the sink. As you can see from the e-mail Interparcel have disposed of the sink but I have not had any proof that it was damaged, also there were fittings with the sink which I could have resold to recoup some of my losses but have not received these either.

Would I have any sort of a claim through MCOL against either UPS or interparcel.

THanks in advance

[citizenB]

I have moved your thread to the correct forum and will try and find someone who can advise you.

[citizenB]

I wonder if they could argue, that as the broken sink punctured the package,that any accessories were lost ?

[rebel11]

Hi chindley

 

Write a Formal Letter of Complaint mark it as such. Explain that, although the sink was damaged the fittings were undamaged and as such you want to be compensated for them, as they have not been returned.

 

Address it to the Managing Director. Send it to:- customerservices@interparcel.com (I'm fairly sure that's the correct e-mail)

 

Write a Formal Letter of Complaint mark it as such. Explain whats happened, how they have let you down and what you want them to do. Have a read of their T&C's.

 

Send it to:-

 

Jim Barber, Chief Executive

jimbarber@ups.com

 

Some tips:- http://www.dailymail.co.uk/femail/article-1242161/How--write-letter-complaint.html

[chindley]

Thanks Rebel, I'll do it tomorrow and let you know how I get on.

[chindley]

I wonder if they could argue, that as the broken sink punctured the package,that any accessories were lost ?

 

Maybe they could, they have told me that I am only insured for loss and not damage. At the very least I should be reimbursed for the fittings and cost of delivery.

Thanks Citizen.

[chindley]

Letter sent to UPS

 

Dear MrBarber

I amwriting to you to express my dissatisfaction with the service I have receivedfrom your company and the brick wall I keep hitting every time I try to contactsomeone for a resolution.

I sent aceramic sink and fittings to a customer last week, when the sink arrived it wasallegedly smashed and the receiver refused delivery. The sink and other partswere then, for some reason, returned to Interparcel the company I had made thebooking through. Apparently, they then “discarded” the sink and the otherfixtures and sent me a rather abrupt email that basically stated ‘tough luck’as ceramics are on their restricted items list so there was nothing they wereprepared to do.

I cannotsee why compensation could not be paid by UPS as you were solely responsiblefor the package from point of collection to delivery and during this time thesink became damaged. When I try to contact UPS they refuse to engage in anydiscussion and state that I need to contact Interparcel and so it continues. Iam left with a loss of £172 (£144 for the sink and £28 for delivery), duesolely to UPS not providing a service they were paid to do.

I hadexpected more from the world's largest and most prestigious delivery company,but the service I have received is far from this image portrayed.

I wouldlike to invite you to rectify this and restore my faith in your company byimplementing the claim on my behalf. If UPS customer service will not respondto me, maybe they would listen to you.

KindRegards

[citizenB]

Sounds ok to me Lets hope you receive a positive response.

[chindley]

Just had a phone call from Anthony Colaizzo Director of Operations UK & Ireland, very nice man but was told that because it was booked through Interparcel they are the customer and only they can claim.

Dissapointed, I would have expected more and would have thought the Director of Operations UK & Ireland would have had some sort of persuasion.

It's strange that UPS are happy for companies like Interparcel to ruin their reputation that they have taken years to build.

Oh well.

[citizenB]

So will Interparcel not claim on your behalf ?

[chindley]

So will Interparcel not claim on your behalf ?

 

I suspect they will but not pass it on to me.

I have asked why they can't but have not received a reply.

Mr Colaizzo did say he would involve them but not sure that means anything.

[chindley]

Seems it has worked, my faith has been restored.

e-mail received from Interparcel

 

I am writing in regards to the above order placed with Interparcel.

 

 

 

Firstly i would like to extend my apologies for all the inconvenience this has caused you.

 

 

 

The item was disposed of at our head office not within the UPS system, this was disposed of because the item was damaged and sharps bits were protruding outwards which was too dangerous for staff to handle and therefore disposed of.

 

 

 

We do advise customers prior to booking which items are restricted and are not suitable for the transit system and if sent will be at the customers own risk, this is also stated in our terms of use.

 

 

 

It has been noted that this is your first claim and due to the circumstances we will process a claim in house as goodwill on this occasion.

 

 

 

Please send on proof of sale/purchase and i will raise your claim.

 

 

 

Kind Regards,

[rebel11]

Well Done Chindley, update us when it's been fully resolved.

[citizenB]

Oh briliant, this is good news

[chindley]

Received my cheque for the sink and for the original postage. I also got my eBay fees reversed so actually made about £50 more in the end. Thanks for all your help guys.

[citizenB]

Well done - I will change your thread title to reflect success