Just a quick warning to those of you thinking of using Parcel Monkey to send anything of any value - please don't. As per my other post I am having my claim to them rejected as I did not report damage to an item delivered by them (well by DPD but booked through them) within 5 working days of it being delivered - instead I reported it after 5 working days and 10 hours... Their response was to quote their T's & C's at me and then reject my claim outright. Please, please don't make the same mistake as me and use a reputable company instead. Thanks George
Typical of any modern day courier George, sadly. They all do it. Insurance these days is a joke. £13 to send a GPU to some one, £20 for the £400 insurance (UPS). I wouldn't mind, but it's because of their cheap drivers who are not careful that things get broken. So they not only want to save money not paying decent salaries and getting decent staff but they also want US to pay for their incompetence. Hermes are atrocious too. Last year I sent some WC parts and they were 0.01 g over 2kg so they held the parcel to random and made me pay another £7.
The really annoying thing is that I packaged it well and reported the damage as soon as I was made aware of it. I have no problem with the damage - it happens - but what I do have a problem with is Parcel Monkey having such a ridiculously short period in which to report the damage and also having no leeway on their already stupid policy.
This is why I avoid Ebay. Everything I sell now (very little of it tbh) is through Facebook, PPG F&F sold as seen.
That's unfortunate! I've yet to have an issue with them, thankfully... but let's see what happens when I get stuff sent to me and I send stuff for Christmas this year.
I've never had an issue so far but this is the first time that I've had to try to claim for damage. The tone of their messages would suggest that even if I had reported this within 5 days it would have been rejected anyway. Basically they're a good company unless you ever need to rely on their customer service in which case you're out of luck...
Maybe drop this guy an email, he seems to be high enough up to do something about it https://www.ceoemail.com/s.php?id=ceo-77760
I think DPD give you 14 days to notify them and 28 to actually claim. Maybe try to bypass parcel monkey and contact DPD direct?
Don't suspect it'll get me anywhere but I've sent him this Dear Mr Ramiah Re: Shipment ID PMXXXXXXX I am sorry for having to email you but I feel I have been left no choice. I recently sent a parcel using your company to an eBay buyer who contacted me this morning to inform me that the contents of the parcel (a computer keyboard worth nearly £200) arrived damaged. Unfortunately the buyer waited over a week to contact me but as soon as I heard from him I made contact with your customer services team. I have been quite rudely dismissed by your team who have told me that because it has been over 5 working days since the delivery of this item that any claim for compensation would be instantly rejected - it has been 6 working days since the parcel was delivered. I can understand that a time limit needs to be in place to prevent your customers trying to claim for compensation many months after delivery is made but 5 working days seems like too short a period of time in which to make a claim - he only discovered today that the item had arrived damaged and so I could not have put in a claim any more quickly that I did. Is there nothing that can be done in this instance? I have been using your company without any issues for many years up until this point however I do not feel that I could use your company again based on this and am very disappointed with your policy and the service I have received today. Yours sincerely Mr George K I could give it a try but on the label you print from Parcel Monkey's website it specifically says "Should you have any problems with the collection or delivery of your item then Do Not contact DPD directly but instead contact Parcel Monkey via https://www.parcelmonkey.co.uk/help" Edit: Can't see a number for DPD. If I'd booked directly through them then I'd have to log into their website to make a claim but I didn't
Would that be worth it? Their Terms and Conditions do quite clearly say "All claims relating to alleged damage during transit must be made within (5) working days from the date of delivery. We must then receive full details of the actual claim within (10) working days from the date of delivery."
Isn't the buyer partially responsible here as he has taken to long to inform you. You've done everything right, although as usual I'd imagine eBay will side with the seller.
Unfortunately it doesn't work like that. He (the buyer) can play by Ebay rules, not Parcel Monkey's. He (the buyer) will get ages to put in a claim. However, I am sure that as a seller you have coverage with Ebay. Or possibly Paypal.
Interestingly (and without explanation) I have just received the following from Parcel Monkey Dear Sir/Madam, I'm very sorry to hear that there is a problem with your item PMXXXXXXX. I'd like to ensure you that instances such as this are rare and we will do everything we can to help resolve the problem. In order for us to launch an investigation could you please click the link below to complete a claim form (you must complete this form within 7 days): Kind regards, Kevin Maybe that email to Mr CEO did work... Will see where it goes from here.
5 days may be judged as unreasonable by a court, so Small Claims could work for you. However, given that you sent a letter and signed it off 'Disgusted, Tunbridge Wells', you've got them to listen to you. Good man Always argue it. I would say that because it's my job to be an argumentative swine, but it's very helpful in real-life disputes!
I recently sent £650 worth to someone and the only one that could insure the full value for a reasonable price was Royal Mail. Most couriers wanted at least £50, but I could get fully insured Royal Mail Special Delivery for a hair under £30. I've given up on a lot of couriers. Their list of "restricted" or "stuff we don't insure" items tends to cover just about anything I'd want to send.
I am a great believer in going to the top of the heap as the bottom has for the most part poorly paid and poorly trained people trying to make sure that the company they work for is not held responsible for anything. Usually works, have had compensation from the likes of British Gas and Royal Mail because I got nowhere with an issue but a polite email to the boss worked wonders. Bookmark this useful list. https://www.ceoemail.com/
I've used CEO email links a few times and firmly believe it helps significantly. Also sending emails to customer services CC a copy to the CEO. Twice have had a problem over a cooker repair. the first time emailed the then CEO of Hotpoint at the time in Italy, within an hour I had the UK head of maintenance and repairs on the phone organising another visit. The tech that came was under strict orders that he didn't leave our property until the problem was rectified, he also carried every possible spare part available for our cooker, and the upper limit for each visit was ignored. The second time Zanussi had taken over Hotpoint. After 3 unsatisfactory visits, an email was sent to the CEO of Zannusi. Contacted very quickly by his PA, after a few emails backward and forward, she pointed out that they will have failed to repair the cooker within Hotpoints T & Cs by the time the next visit was due, and we were eligible for a new cooker. Nice shiny new Induction cooker resulted. This was to replace a 20 year old cooker.
