Parcelhero Fail To Deliver - Complaint about ParcelHero - A Spokesman Said

Parcelhero Fail To Deliver

Complaint about  ParcelHero  | AWAITING RESPONSE


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07/03/2017

Parcelhero Fail To Deliver

Complaint about ParcelHero

I order a parcel through Parcelhero's website on 20th February 2017. It's going to Russia, correct dimensions and weight added to the site. Paperwork is generated by their website for you, just fill in the blanks. Correct addresses added. You pay for the parcel service (in this instance TNT was my choice of shipping company) over £40.00. The parcel is collected by a courier. The tracking code is working and you can track it .......... all the way to Poland. I check every day (very important parcel). On the 24th February the tracking at Poland states the parcel is to be returned to Origin (check this yourself, at the time of posting this thread the tracking code is GE803737936GB - copy an paste into TNT's website). At this stage, I contact ParcelHero regarding my parcel to Russia, querying if I am to receive it back, if so, why? (Email sent to ParcelHero on the 24th February). I receive a response.... " I have passed this information onto the carrier and currently awaiting a response. Once received I will revert back to yourself." Parcel arrives back at my home on 3rd March. 3rd March I receive another response:- Thanks for your patience whilst we look into this. I can confirm the reasons behind this shipment being returned is due to the fact that you cannot ship goods to a private individual. It would have to be sent to a business for business use I am afraid. This is the reason behind the return. I send the Parcel immediately though another company after checking and repackaging it (very important parcel). I respond to ParcelHero's email on March 6th: Please can you arrange a full refund of this postage as ParcelHero has not supplied the service I purchased in good will. I followed all the instructions, all paperwork has been returned to me along with the parcel. There was no explanation as to why the parcel was returned within the paperwork either. There is no mention of shipping to a private individual or business to business as a stipulation on your website or within the form documentation. The forms to complete have 'PRIVATE INDIVIDUAL' as an option. I shall refer to Trading Standards if this cannot be rectified amicably. I receive the following response :- Thanks for your enquiry and apologies for the late response. I understand your frustration, Unfortunately I would not be able to process a refund for this shipment as it has traveled through the courier network so these charges unfortunately stand. The carrier has not charged us for the return of your goods so no charge would be applicable for this. As per our process no shipment going to Russia can be delivered to a private individual and would only be able to be delivered if it is going to a business for business use. I hope this helps. And then I receive another response today: I haven't received a response to the below email. Can you please come back to me as soon as possible? I look forward to hearing from you. I have not responded as of yet.. I want my money back for a service I paid for. Any advice would be grateful. I eventually paid another £60+ for Parcelforce Worldwide Global Priority to get the parcel there quickly. If anybody has had a similar experience using ParcelHero I would greatly appreciate hearing from you.

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