eBay question - HALP!

pheebs · 19 Sep 2012 at 12:01

Hey peoples!

Rather confuddled as to what to do here:

1. Sent an item via Parcel Monkey (City Link) to an eBay Buyer.
2. Item was tracked and recorded as delivered.
3. Buyer contacted me and said item has not been delivered. I gave them the tracking details and they went to City Link.
4. City Link state they left the parcel in their secure location - a gas cupboard outside the persons address. When the manager speaks to the delivery guy he apparently states "Oh yeh, that was the playstation I delivered". The buyer did not mention it was a PS3, nor have I, so a bit dodgy!
5. The buyer has a big A4 sign outside their house stating "Please Leave all Parcels in the Gas Cupboard Thank You" which has apparently been there for years. City Link have sent me a photograph of this sign too that they took when delivering the item.

How do I try and resolve this? The buyer is clearly upset, City Link are claiming they have delivered to the secure location (it states on their site that they will leave items in customers secure location if it has been stated to/obvious to).

Can I make a claim? I don't think I have a leg to stand on for it really as City Link in theory have done everything they set out to do. I'm suspicious of them knowing it was a PS3 (wrapped with bubble wrap in an irregular shape). Is it for the buyer to make a claim?

Insurance wise I asked for cover for £150 but I'm not sure they'll cough up!

Is it for me to resolve? I will do my best to sort it but just want to know where I stand on this? Really don't want negative feedback either on my eBay! Or does the buyer need to file a complaint to City Link? Or claim on insurance?

Haaaalp!!

pheebs · 19 Sep 2012 at 12:26

Spoken to City Link and awaiting to hear from Parcel Monkey.

Apparently, Parcel Monkey would need to process the claim, but because of the circumstances it would seem that the chances are they will not offer a refund on the insurance.

I'm guessing it would then be down to the buyer to resolve it with insurance and a police complaint as a stolen item... I don't know for sure though!

I will not be giving monies back until I receive monies (claim) else it will be me out of pocket even though I sent it and tracked it and put insurance on it!! I don't want to be penalised

Nor do I want to upset the buyer

BOOHISS!

pheebs · 19 Sep 2012 at 12:46

Eeeeeethan said:
Usually with courier brokers/agents like Parcel Monkey, etc.. you have to specify whats in the package when you order, maybe PM forwarded those details to City Link.

I queried this but when speaking to City Link they stated they did not have any details of what the item was other than collection and delivery address.

Reference the safe place, I have just looked on City Links site and found:

"City Link are able to leave parcels in a safe place if instructed by the account holder/sender. If your parcel has been left in a place you deem 'unsecure' please contact us or call our Customer Care Team on 08444 930 932. You will need your consignment number or customer reference number which should be provided by the sender of your goods.

In order for us to find out what went wrong, and take steps to ensure it does not happen again, we would be grateful if you could complete a Web Contact Form by clicking on the 'Contact Us' link below. This will allow us to establish which individual was involved, and take the appropriate corrective actions with them directly."

I'm guessing I am the account holder/sender and I certainly didn't say leave it in a gas cupboard!!

*awaiting update from PM*

pheebs · 19 Sep 2012 at 15:19

Parcel wasn't just in bubble wrap!! I wrapped with parcel paper too and shed loads of parcel tape!

No signature was made... A pain in the derriere if you ask me.

Starting to really go off eBay, PayPal and the likes... So many sneaky extra costs... Turns out to be a nightmare!!

pheebs · 19 Sep 2012 at 17:41

jaybee said:
You shipped a PS3 in just bubble wrap and parcel tape? Am I reading that right? No box? Anyway....sounds like City Link were being nice but have opened themselves up to a claim as they did not collect a signature? I think in this instance I would phone City Link first.

Nooooo I wrapped in boxed, in bubble wrap, parcel paper AND parcel taped it up with label on and all sorts! Fully covered and unidentifiable as a PS3!

mame said:
How did you learn that this is what the delivery driver said?

I think I might be inclined to say "where's the signature or parcel?"

On a side note, wasn't this the courier that someone else tried to put a claim in and found that they had an exclusions list that had, pretty much everything you could think of, as not covered?

I spoke to the buyer who stated he had gone into City Link and asked for his parcel and the manager then called the delivery driver and asked for more information to which he replied within earshot of the buyer "OH yeh that was the playstation I delivered". At this point it has been suggested that the buyer had not mentioned what the item was (other than expensive) and I had not even spoken to City Link!

Maybe having a blonde moment... not sure what your "on a side note" means