ParcelCompare complaint: Damaged my parcel, disposed of it and refuse to refund

Hello,

Could you please help me with the following issue regarding my parcel 15505990022763:

I had sent 2 parcels with personal belongings (aquarium accessories, guitar, sports gear) from the UK to Austria and the recipient (my husband) received an SMS saying we needed to pay taxesimport dutiesadmin fee of € 127.00 by 27/05 following this link backoffice-tax.dpd.com/8ZDKmu (the link is no longer active but the invoice is available).

After we refused to pay, both parcels were returned to the UK, with only one of them being delivered (the guitar sports gear) and the other one (fishtank accessories) missing.

On June 3rd, ParcelCompare sent an email to me and my husband (recipient) that the parcel (fishtank accessories) has been delivered to him. It obviously wasn’t.

The DPD app kept saying the parcel was either on its way, or they missed me, or they returned it to the depot etc. (screenshots available)

After talking to multiple customer service agents, I accidentally find out that in their system my parcel is under ‘broken and disposed’. No one notified me about that.

My parcel is insured and I wanted to get a refund, sent an Excel spreadsheet with a list of items and prices, a PDF document with the invoices, as well as a couple of pictures of the parcel prior to its collection. (both documents available).

ParcelCompare are unwilling to refund, saying that it’s basically all my fault, that my items were not professionally packed, that they are on the compensations exclusions list etc. (correspondence available).

Now I have lost both – the money for the shipment £68.69 (invoice available), as my parcels had never reached Austria, and the content of the parcel which amounts to over £360.

Kind regards,

Kateryna Slatner