Has anyone else been slapped with a £25 surcharge from Parcelforce because they disagree with the weight or dimensions of a parcel?
Interparcel want £25 from me and will only appeal this with Parcelforce if I have photos of the parcel next to a tape measure and a picture of it on the scales showing the weight.
I asked Interparcel to get proof from Parcelforce that the dimensions or weight were wrong but they say they can’t do that.
Admittedly I should have some proof of the dimensions and weight but I find it crazy that Parcelforce can issue this extra charge without any evidence and the burden on me to prove it’s incorrect. Also it seems awful customer service from Interparcel who I feel should be acting on my behalf here but they won’t do anything.
The delay in Interparcel replying to emails has also been shocking.
I’m sure there is something buried in the T&C’s that put this back on me but has anyone had similar and argued out of it?
It’s mostly annoying because I’ve sent loads of things with Parcelforce via Interparcel and never had this before. Now I don’t want to use either ever again!
Comments
Take time-stamped photos of the measurement and claim a refund. Cross your fingers. If all else fails, start a chargeback via your card.
Good idea but it's too late for me to get the parcel back though, as they delivered it without any mention of additional charges and then the email from Interparcel came in a few weeks later...
The issue seems to be that the T&C's state I am liable for any surcharges, so there isn't really any incentive for Interparcel to do anything about it or even just tell Parcelforce I'm not paying.
I do tend to overstate dimensions and weights but maybe I didn't this time.
Live and learn is probably right.
If you are not 100% sure about the package, then put it down to experience.
If you are sure, write to them via recorded delivery to the HQ and say that you will be willing to pay any agreed-to surcharge when they provide proof of over-size/weight. If they provide proof, then pay up, if not, then keep that letter for when any legal dispute arises.
I got them to honor a early payment discount that had initially been offered and just paid it.
It gets more ridiculous though as, when I went to pay the fee, the system finally gave me some actual detail that the surcharge had arisen because of an issue with the packaging that meant it had to carried through the delivery depot. It was in a good quality double walled cardboard box.
So Parcelforce somehow damaged the box and then charged me extra for the privilege!
They want something from you, so it's up to them to prove the charge is warranted; it's not for you to demonstrate that it is not.
And you can tell them that a photo is not proof either - not since 1987, when Photoshop came out - but add that you will be quite happy to knock such a picture up in Photoshop if it will make them happier whilst they feck off.
He’s not received any parcels his family have sent him from the UK during his first year there.
Then, when they tell you there was no problem with the item, you can forget about it.