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Hello,
Could you please help me with the following issue regarding my parcel [protected]:
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pay taxes+import duties+admin fee of € 127.00 by 27/05 following this link backoffice-tax.dpd.com/8ZDKmu (the link is no longer active but the document with the payment request is attached).
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. (photo attached).
The DPD app kept saying the parcel was either on its way, or they missed me, or they returned it to the depot etc.
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. (Excel and PDF formats aren't supported here, but I have these docs 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.
Now I have lost both – the money for shipment (invoice attached), as my parcels had never reached Austria, and the rather expensive personal belongings too.
Kind regards,
Kateryna Slatner
Claimed loss: The content of the parcel amounts to over £360 and the shipping costs £68.69.
Desired outcome: I would like a refund both for the parcel and the shipping costs.
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You've been wronged here, and you need to fight back hard. Collect all your documentation, including proof of the original condition and packing of the items, and escalate the matter to the highest level within ParcelCompare. If they refuse to compensate, consider taking legal action to claim what you're rightfully owed. Don't let them push you around — be relentless in your pursuit of justice for the lost and damaged items. Your belongings and your money deserve protection, and it's time to make sure they understand that.
Thank you! I'll keep trying!