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#1 Pict

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Posted 14 July 2014 - 10:56 pm

What the **** has happpened to th

e idea of  diligence and duty to the customer in the crock of  @*** that used to be a parcel service?
 
1)  I buy an item on eBay from a US (Los Angeles) seller. Nice guy, sorts out the shipping etc. Posts item on 9thJune.
2)  I don't hassle because he's been very fair aqnd I wait patiently for an economy service to run its course.
3a) After 3 weeks or so I'm getting jittery, so I try find out where we're at and have no tracking number . No reply - turns out he travels a lot.
4) By July 9 I'm thinking this isn't just a holdup in Customs,
5) By 12th July (last Saturday) the seller is at home and sends me background info including shipping code
6) 1'm on to the ParcelFarce tracker right away, and read (in summary)
 
      9 June collected from sender 48 hr service (!)
     11 June  received in UK
     13 June released from customs (duty to be paid )
      13 June  received at local depot (Welwyn - about 12 miles from me.
      14 June Awaiting payment of charges (to include £8 for "special services" (???) by PF
        9 July  Returned to sender - customs charges not paid
        11 July  Received at International hub for return shipment
.
 
It's the weekend, so of course there's no one to talk to.  I send an email to Customer Service, hoping somebody will sttep in on Monday (toda) and stop the goods going on a plane back to LA. Fat chance, I'm thinking, but you gotta try.
l
Thoroughly wired up by now, I rootle around the maze of uselless. self-congratulation on the crappy PF web site and stumble across a live person in the London office - the only bright spark in this whole episode. I learn that I should have been sent a letter of notification, and his record maintains that I was so notified on June 14. EH???  So he undertakes to ring some bells for me and arrange a lookout for the parcel, though not a search.  Oh well. At least he offered to kick ass in Welwyn and get them to call me.
 
Sunday I call Welwyn, buthe guy says only that hell  email (?) the International hub and somebody will call me in the morning. I sweat out another.night.
 
Monday (today) 8am  Tracker shows no change (woohoo! Maybe I'm in  luckI call Customer Service and explain things to a gumchewing bimbo, using big words and alien concepts like "urgent"?  "against the clock, "minuets count" etc..Eventually there's the distant tinkle of a penny dropping and she tells me she'll (you'vee guessed) "email the International hub" Aaaarghhhh!
 
8.30 the Welwyn depot  calls, takes some details and promises to call back. I'm cheerred by the lad's remark that he thinks the parcel has been stopped and is set for rre-delivery.
 
9.30 am no callback so I ring again, but yer man is on the phone, and will call me.....
 
9.45 am he calls and says the Hub has responded to his email  (AAAaaarrghhhh!) and there's nothing he can do now that the system has locked on to returning the parcel to the sender. I look at my sceen and find that this final step was taken at 9.33 - 12 minutes previously, while he was on the other call...
 
Since then I've been watching the process of repatriation ttttrunde on its merry way
 
 
THANKS FOR A STERLING FECKUP< YOU USELESS UCARING BASTARDS!!!

Edited by Pict, 15 July 2014 - 01:55 am.

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#2 Wildbill

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Posted 15 July 2014 - 08:03 am

Regular occurrence.

 

The £8  special charge is  for admin and cost of the service for PF to get the item released from customs.

What they do is pay the import duty (if any) and VAT that has been calculated by HMRC  up front to get the parcel released from customs ; this is the charge for that service. You reimburse them when the parcel is collected.

 

There needs to be a better method of ensuring that the notification card for all deliveries is actually delivered to the recipients

address than simply the word of the delivery person.

 

The thing is; now the seller is out of pocket  and usually will not resend.

The only notification he gets, is that the buyer failed to pick up the item not the true story of incompetence by the carrier.

PF is particularly renowned for this ; their drivers do not have a set route/area unlike foot delivery or other couriers.


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#3 Catteeclan

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Posted 15 July 2014 - 12:14 pm

The duty is just for new items isn't it? I've got a couple of second hand parts coming from the states.

 

I feel your frustration Ian. 


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#4 Wildbill

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Posted 15 July 2014 - 12:23 pm

26 % if you get stung , there is a lower limit.

http://www.dutycalcu...d-kingdom-is-6/


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#5 Pict

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Posted 15 July 2014 - 10:58 pm

Duty generally payable if declared value more than about £18?


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#6 Pict

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Posted 15 July 2014 - 11:15 pm

The duty is just for new items isn't it?.

I feel your frustration Ian. '

1). 'Fraid not - HMRC 's mission is to tax all saleable goods in the UK. so tax paid elsewhere matters not 

2)   Thanks. 'Scuse the rant (and the stack of massive typos/) but I was knackered and angry with PF's inertia.


Edited by Pict, 16 July 2014 - 12:21 am.

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#7 Pict

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Posted 16 July 2014 - 06:36 am

Monday was the pits, hence grumpy posrs - indeed grumpy everything.

 

Then today dawned afresh and I thought "Bugrit (in homage to Foul Old Ron c/o T. Pratchett) .Let's have another go" and I called PF customer service again. This time I had the ear :yeyeye:  of a bright lass and a Geordie :wub:  into the bargain, who listened to my tale of woe and promised to fix things including the tea-slurping, defeatist idle sods in Welwyn then get back to me. "Oh yea, here we go again" I thought. But I've just had an email to say the parcel has been located, clawed back off the plane and rerouted for delivery to me once the customs thingy has been sorted once again

                                                                                                                                       

Woohoo!!  :clapping:

 

...... and it's a beautiful day for a jaunt... :badgerrock:

....


Edited by Pict, 29 August 2014 - 09:57 am.

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#8 Studley Ramrod

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Posted 16 July 2014 - 08:22 am

I'd stay in if I were you Ian.  :lol:


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#9 RSRocket

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Posted 16 July 2014 - 04:42 pm

hope it gets resolved ok
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#10 Pict

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Posted 19 July 2014 - 05:02 am

Having stopped the shipment back to the US, I was told to hold fire on any payment till the goods had been readmitted through customs, when I would get a letter.....

...then yesterday I was told the goods were away on the plane because I hadnt'paid up....

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#11 muddy

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Posted 19 July 2014 - 05:56 am

FFS, what a total cockup. I sometimes think we would be much better off if we were now a part of Greater Germany. You would now have your parcel and we'd all have another world cup and a car industry, da de da de da.

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#12 Catteeclan

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Posted 19 July 2014 - 07:27 am

FFS, what a total cockup. I sometimes think we would be much better off if we were now a part of Greater Germany. You would now have your parcel and we'd all have another world cup and a car industry, da de da de da.

 

 

:lol:  Kin hell.


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#13 erdferkel

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Posted 19 July 2014 - 09:07 am

FFS, what a total cockup. I sometimes think we would be much better off if we were now a part of Greater Germany. You would now have your parcel and we'd all have another world cup and a car industry, da de da de da.

sshh....don't mention the war :rotflmmfao:


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#14 Rallyist

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Posted 19 July 2014 - 09:13 am

We are, the European finances are controlled by Merkel et all


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#15 RSRocket

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Posted 19 July 2014 - 09:40 am

Rsoles, and Royal mail wont be recognisable in 5 years time
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#16 Pict

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Posted 19 July 2014 - 01:32 pm

Oh, I did ask about compensation - at least to cover the cost of reshipment, and was told there was no mechanism for this, since it was not company policy or in the terms of business to accept any liabilities whatever the cause. Think that might be worth discussing with Trading Standards, as tantamount to theft.

Edited by Pict, 19 July 2014 - 01:42 pm.

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#17 Muppdog

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Posted 19 July 2014 - 11:47 pm

The 'idle sods in Welwyn' are not the only PF idle sods. I had the same in the Plymouth depot. An item from the US of A got there, they tried to deliver but left no card. I only found out by chance and rang them. They said to come, pay what they wanted and be happy. I got to the depot too late. The item had gone. They insisted that they left a card. Nobody admitted they told me to come and pick it up despite the item not being there anymore. Somehow I got hold of somebody with more intelligence than the local pond and she managed to get hold of the item and get it back to Plymouth. Still I had to ring them to find out it was there again. Nobody tried to deliver and nobody rang.

Sad sad sad.

 

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#18 Pict

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Posted 20 July 2014 - 08:33 pm

Thanks, Rob

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#19 Pict

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Posted 28 July 2014 - 01:49 pm

Not to drivel on, but here's a wee update for the record, based on a bunch of emails I've sent.

Goods left for US on July 16 by economy surface mail, 28-30 days estimated delivery = mid August. No insurance or tracking? FFS, PF is a shipping company!!!! What would it have cost to match the original terms: priority 48 hr.fully insured?

PF won't talk to me as they say their contract was/is with the eBay seller in the US. The system doesn't seem to allow the concept of the recipient as the owner, while the sender (seller) of course is on to a winner, as he has my money already, Puts him under no pressure to confirm it arrived, so could hang on to goods and scoff the lot. For now, I'm the one left out of pocket and hoping for better luck.

Oh well, roll on mid to late August.....

Edited by Pict, 29 July 2014 - 05:43 pm.

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#20 Pict

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Posted 29 August 2014 - 10:51 am

Today's lesson - never give up. PF having washed their hands of me since shipping my goods back to the US on July 16, I've been hoping  Uncle Sam's bureaucracy  might show something. Today is up to 2 weeks over the projected delivery deadline, but I thought I'd go for the long shot and plug the original UK-bound shipping code into the US Postal Service site, and bingo they've taken charge again - "Item received New Jersey depot July 25, sent on for delivery July 26". So here's hoping ...


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