Monitor "lost" by Parcelforce/Parcel2Go (aka stolen by courier)

Duplo · 24 Mar 2022 at 14:56

Sold my 27" monitor on eBay for £140 to fund my new monitor.
The Parcelforce courier picked it up from my home (and put their own Parcelforce sticker on it).
That is the last trace of it, Parcelforce says apart from confirmation of collection, it was never received at the local depot.
All I got was £20 compensation from Parcel2Go and the £12 postage cost.

There is absolutely NO CHANCE a big 7Kg box can ever be "lost". It was obviously stolen by the white-van courier who picked it up from me (the days of big red Parcelforce trucks must be over).

Posting this to warn anyone (and Google search) thinking of using Parcelforce and Parcel2Go for a monitor and their absolutely dreadful customer service (no email/phone and online chat is all automated).

Tee Hee Johnson · 24 Mar 2022 at 15:07

Did you not take out full price of item protection for if it gets lost or damaged?

Feek · 24 Mar 2022 at 15:11

Duplo said:
All I got was £20 compensation from Parcel2Go and the £12 postage cost.

If you'd paid for full insurance, this wouldn't be an issue.

You can't blame their customer service for something you could have protected against.

Also...

Duplo said:
All I got was £20 compensation from Parcel2Go and the £12 postage cost.

Your contract is with parcel2go, not with Parcelforce. Parcelforce won't entertain anything from you because you're not their customer, their customer is parcel2go (a completely different and unrelated company).

Jean-F · 24 Mar 2022 at 15:26

Duplo said:
Sold my 27" monitor on eBay for £140 to fund my new monitor.
The Parcelforce courier picked it up from my home (and put their own Parcelforce sticker on it).
That is the last trace of it, Parcelforce says apart from confirmation of collection, it was never received at the local depot.
All I got was £20 compensation from Parcel2Go and the £12 postage cost.

There is absolutely NO CHANCE a big 7Kg box can ever be "lost". It was obviously stolen by the white-van courier who picked it up from me (the days of big red Parcelforce trucks must be over).

Posting this to warn anyone (and Google search) thinking of using Parcelforce and Parcel2Go for a monitor and their absolutely dreadful customer service (no email/phone and online chat is all automated).

While I sympathise with you greatly, the white van driven by the courier may have been rented by ParcelForce and the driver may have been a ParcelForce employee.
I’d never heard of Parcel2Go, but on Googling them they are a comparison site and not another name for ParcelForce as I thought.
They do offer full cover, presumably at a premium fee.
I would have assumed that if ParcelForce accept that they made the collection, but have no record of it arriving at their depot then that would be down them to make restitution, but maybe that only kicks in if you paid the cover.
As I say, I sympathise but it would appear to be a case of buyer beware.

Tony Edwards · 24 Mar 2022 at 15:30

Isnt there a thing about couriers not insuring monitors?

tom_e · 24 Mar 2022 at 15:32

Booking through the 3rd party sites such as parcel 2 go means you don't even get loss compensation for monitors, if you'd booked through PF direct then while they don't cover damage they'll cover loss if you take out the correct level of insurance.

Unfortunately it's buyer beware when trying to ship monitors.

Feek · 24 Mar 2022 at 15:32

Tony Edwards said:
Isnt there a thing about couriers not insuring monitors?

Parcel2go will insure against loss but not damage and only if their 'Parcel protection' is taken out.

Ironically, this was lost but clearly @Duplo didn't take out the parcel protection.

Blackjack Davy · 24 Mar 2022 at 15:48

Why would you post a £140 item without insurance? :confused:

Sure it gets expensive but its what its there for and you pass the cost on to the purchaser in P&P fees or you should have

Jean-F said:
I’d never heard of Parcel2Go, but on Googling them they are a comparison site and not another name for ParcelForce as I thought.

They are indeed a comparison site to list who will deliver for the cheapest rate i.e. hermes or even just a man with van

Malevolence · 24 Mar 2022 at 17:19

If you believe that it's been stolen then phone the police and report it as such. It's amazing how things can suddenly reappear when you go down that route. This is why I always take a photo of the person that collects the parcel and of the reg. number of the vehicle they're driving.

pastymuncher · 24 Mar 2022 at 19:02

Computer monitors are actually on Parcelforce's excluded list so you wouldn't get any compensation from them anyway. I had to go throught their lists the other day to double check that I could send a laptop.

arknor · 24 Mar 2022 at 19:08

Feek said:
Parcel2go will insure against loss but not damage and only if their 'Parcel protection' is taken out.

Ironically, this was lost but clearly @Duplo didn't take out the parcel protection.

still pretty scummy that it doesn't even make it to the depot.

it's obviously not lost you'd think they would get parcel force to start an investigation or something.

tom_e · 24 Mar 2022 at 19:26

pastymuncher said:
Computer monitors are actually on Parcelforce's excluded list so you wouldn't get any compensation from them anyway. I had to go throught their lists the other day to double check that I could send a laptop.

Only for damage, they'll cover loss.

Vulcan · 24 Mar 2022 at 19:35

Duplo said:
All I got was £20 compensation from Parcel2Go and the £12 postage cost.

You chose £20 compensation that's why.

This is what pops up when you try to send a monitor:

And then further down the page, another opt-in warning about compensation:

You could have sent it direct via Parcel Force for about £16, that comes with £100 compensation by default, but can be increased.

arknor said:
you'd think they would get parcel force to start an investigation or something.

They do, that's part of the claim process.

Dup · 24 Mar 2022 at 20:25

This baffles me. Damage can be argued something was just fragile or not packaged well and with a high value item like a monitor it's a risk.

But what is "loss" in this case? Loss as in its broken or no longer fit for purpose as opposed to "damage" that may just be cosmetic. Or is "loss" actually being unable to locate the item and therefore deliver it? Because if it's the latter then that's wild just handing over something and it's just a lottery as to whether they deliver it, lose it or steal it.

theone8181 · 24 Mar 2022 at 20:31

Dup said:
This baffles me. Damage can be argued something was just fragile or not packaged well and with a high value item like a monitor it's a risk.

But what is "loss" in this case? Loss as in its broken or no longer fit for purpose as opposed to "damage" that may just be cosmetic. Or is "loss" actually being unable to locate the item and therefore deliver it? Because if it's the latter then that's wild just handing over something and it's just a lottery as to whether they deliver it, lose it or steal it.

Surely it shouldn't matter if its a loss whether its a monitor or not? I'm equally perplexed (and possibly the first time I've used that word).

Vulcan · 24 Mar 2022 at 21:30

theone8181 said:
Surely it shouldn't matter if its a loss whether its a monitor or not? I'm equally perplexed (and possibly the first time I've used that word).

If it's lost they will pay out, if it's damaged they won't because it's too fragile to insure. They will only pay out what you insure it for though... OP bought discount shipping with discount insurance, could have paid a few extra £ but opted not to.

Diddums · 24 Mar 2022 at 21:37

413x · 24 Mar 2022 at 22:24

Yeah I had to return a monitor to ocuk.
It was 700

I was very anxious about it as I also couldn't find anywhere that would insured it.

It might have been parcel force I used. Most places wouldn't even accept it!

Parcel2go are different to parcel force. If you had used parcel force you'd be covered for this.
I'm guessing when you use a broker liker parcel 2 go they pocket the insurance and do not pay the courier for it. Thus making profit. Especially as with the volume they get through they'll know the loss rate.

Quartz · 24 Mar 2022 at 22:46

413x said:
Yeah I had to return a monitor to ocuk.

You should have asked OCUK to arrange it, especially if it was a warranty return. As a business they get access to stuff ordinary punters do not thanks to economies of scale. Plus it's actually cheaper for them - they have to refund reasonable costs.

Surveyor · 24 Mar 2022 at 23:07

Quartz said:
You should have asked OCUK to arrange it, especially if it was a warranty return. As a business they get access to stuff ordinary punters do not thanks to economies of scale. Plus it's actually cheaper for them - they have to refund reasonable costs.

It wasn't a warranty return and if you buy something and return it because you've changed your mind it's your responsibility to return it in one piece and at your own cost.

413x said:
It was a pain.
I was returning a 700gbp monitor to ocuk. I have to say I was anxious that there was a 700 monitor uninsured.

It basically will force me to use companies where you can return using their return service. (for monitors) For ocuk I had to do it myself.. Uninsured.

I was returning it as I didn't like it. It wasn't faulty.