Dennis Country

Dennis Country

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ParcelForce and Post Office - a weak combination!

Shopping - FinancePosted by Dennis Hopkins Fri, May 13, 2016 10:52PM
- but strong in making me lose money and time, wish I'd seen reviews of ParcelForce beforehand ...

I sent a largish item within size/weight limits by ParcelForce (PF), for collection at a specified Post Office. This is what happened:
1. I specified collection 0900-1400 26/4/16, it was collected 1812
2. I could not enter recipients required post office depot for delivery, only 4 presented on PF website
3. The selected post office refused to accept delivery on 27/4/16, although parcel was within weight and size restrictions
4. There was no warning on PF website of potential refusal to accept by Post Office
5. The tracking information repeatedly referred to Returned to Sender, rather than being held at a depot, seemed very keen to return rather than trying to resolve. Note the 1 minute lapse between returning to depot and returning to sender!

6. I managed to get PF to attempt a second delivery, when this failed parcel was returned to me.
7. ParcelForce sent an email to the recipient that the parcel was ready for collection 5/5/16 10:40, was delivered to me one minute later at 10:41. It couldn't be collected, it was on a van, and no point notifying the recipient, it was being delivered back to the sender 130 miles away!
The "Force" wasn't with me here, lost money and time. Claiming for compensation looks very time consuming, all the details have to be entered again, they know all that from the parcel and invoice number, obviously an attempt to deter claims.

19/5/16
UPS, via the Parcel2Go website, successfully delivered parcel on the second attempt (when recipient wasn't available 1st time). There was no immediate decision to return to sender.

ParcelForce have denied my claim saying that the recipient refused delivery. Not correct, didn't read my claim notes, their Post Office "partner" refused delivery. To be continued-

10/6/16
After sending ParcelForce another message, this time with salient details in capital letters, and repeated, they say "Having reviewed the details of your appeal i have arranged to reopen and pay your claim for a postage refund". Since the details of the claim were the the same as before, they either ignored them the first time, or refused the claim on the same evidence presented when they accepted it - interesting. I wonder if they do this for every claim.

23/6/16
Received refund of postage only (2 months later, consequential costs refused, as expected)