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Email them, Give them one week to resolve the situation to your satisfaction, and that at that point you will be going to the Small Claims Court. As it is also clearly a case of theft you will be reporting them to the police. Don’t worry about all the interim promises and emails that may or may not happen, just be clear and then email them on the 6th day to remind them and say you will be giving them no further communications at that point.
good luck
Hope you get sorted!
Will try and play my face with them and go down small claims route threat, but from google it appears this is quite common
About 12 months ago I bought a dry cabinet off this bloke for £250 which was shipped by DHL. He described the contents saying it was a metal dry cabinet with a glass door. and he insured it and they took the premium. It arrived with clearly damaged packaging (and it was well packed) but had obviously been dropped on one cornet and the cabinet was all bent out of shape. It was heavy and stiff enough that it would have been impossible to straighten it up. Miraculously the glass door survived. DHL asked for photos so I had to piss about taking pictures to send to them. When the claim went in they said that it contained glass and they don't insure glass items and rejected it. Rejected despite taking the insurance premium and the glass not being broken. I asked him to threaten to take them to small claims court but he'd already accepted the failed claim. In the end we ended up splitting the difference so I we were both £125 out of pocket. I suppose I should have sent it back for a full refund but by that time I'd had enough and it was easier to just bite the bullet and accept the loss.
I agree with the post above that they have a contract to deliver from A to B and if they fail to do that they have to make good. The insurance thing is a scam. I've never known anyone get a claim settled by these shysters.
Ian
Lowering my expectations has succeeded beyond my wildest dreams.
Ended up £50 and a pedal out of pocket because they "delivered it with a signature" .
Despite the signature being a line. The delivery location being "security hut". For a bloke that lives in a flat in the centre of Glasgow.
They are a disgusting company.
I know it's very much down to your individual parcel route.
But the company as a whole protect the scum bags over helping customers.
All couriers - ALL of them - are untrustworthy right now. And there is no customer back up or come back, short of small claims court which takes a long time, costs a lot and isn't assured either. That is the reason they are getting away with it right now...
Don't be bloody ridiculous.
Parcelforce 24 + Secursus - All Guitars + Amps over £500
UPS - Amps under £500 + Secursus
Evri/hermes - Most items under £400, usually insured if over £300
Now I think I have to push all to royal mail parcelforce.
Hermes was just useful as about £4.50 via packlink on ebay instead of close to £9 with Royal Mail & also drop off shop next to my house. However my probably loss of £400 would of paid for 90 parcels at cost difference..
Live & learn
Aside from that, also had a Pedal MT-2w dissappear with hermes last year, since then I put 2 labels on every package + one inside for anything +£500
UPS - Delivered a Gibson to me with broken headstock
FedEx - Delivered a fender rarities to me that had bounced out of hardcase and beat up
TNT - Delivered a gibson that looked like ot had blown up - headstock/neck brake/chunks missing, like it had been dropped off a 100ft conveyor and then repackaged
Ian
Lowering my expectations has succeeded beyond my wildest dreams.