My complaint:
I sent an eBay parcel using Packlink and their delivery partner Evri. The parcel was covered for its eBay sales value. The parcel never arrived and when the Buyer notified me I checked the tracking only to be told via an online message that the parcel was damaged and they were investigating (no question as to how, how long, how I would be notified or when). I advised the buyer who asked for their money back. I said they would get their money but please allow me to pursue the issues first. I contacted eBay who told me it was Packlinks problem. I contacted Packlink many times and they told me I must put a claim in. I asked why they just couldn’t coordinate with Evri and get a conclusion and if damaged beyond repair then to reimburse me or the buyer. They said I must put a claim in. Their on-line page would not receive my information unless I answered in full which I was unable to do because they wanted invoice/receipts to the value of good (it is an original water colour). They wanted pictures of the damage (I couldn’t provide that as Evri had not told me what the damage was or when they would come back to me) The page or complaint and refund therefore wouldn’t send. This happened 3/4/5 times. In frustration I tried to call, they do not operate Telephone help. EBay telephone help, really difficult to find were useless. Evri say they have telephone help and its a complete lie because the tracking number triggers an Auto response which never puts you through. This has been going on since around the 28th January which is already about ten days after expected delivery of the original parcel. They all try and avoid a direct contact and I believe it is to make you give up. There should be an ombudsman regarding the quality of their Retailing, service support and a minimum systems requirement that leads to customer satisfaction. At this point I am out of pocket and have no idea how or who will resolve this. At one point I felt my blood pressure go through the roof!
Suggested solution:
EBay should ask Evri if they damaged it beyond repair or even if they can find it. Depending on their answer they should speak to Packlink to say whether or not it will ever be delivered. If yes and its acceptable to the Buyer then all done. If they cannot find it or its damaged beyond repair then they tell Packlink and they refund me the sender my money.....which eBay has yet to send out so maybe eBay should just send the Buyer their money back.
Which ever way chosen what has any of the middle bit got to do with the Buyer or the Sender so long as they are kept happy. Surely this problem is just internal between the three Companies?
The rating below should have a ZERO rating as there is ZERO within the above scenario that could be deemed as customer service and satisfaction. The frustration has been almost daily since sending the parcel.
