Parcel2Go.com Overweight Extra Payment Required Scam Bolton Bolton

I received this email on 05.04.2016 stating that an extra payment of £3.39 + VAT was due which included a £2.50 handling charge as my parcel allegedly weighed 1.5kg. The parcel actually weighed under 300 grams and I had sent numerous parcels out containing the same item at the same weight without any issues.

Dear Rebecca Barrow,

Thank you for booking with us and using Hermes to send your parcel.

Unfortunately, Hermes have informed us that your parcel weighed/measured more than was declared when it was booked on our website. The parcel was declared as 1.00kg (30 x 30 x 30), however the actual weight/dimensions are 1.50kg (30 x 30 x 30).

We understand mistakes can be made and we operate tolerances to allow for small mistakes, however due to the size of this discrepancy, we unfortunately need to charge for this misdeclaration.

Also, due to the increased cost in processing misdeclarations, which include identifying and weighing the parcel, an additional handling charge of £2.50 is included in the underpayment total.

The total underpayment due is £ 3.39 + VAT. You can pay this charge now via the link below or find it in your basket and pay it the next time you check out with us.

As there were no contact details on their website I contacted them through their webchat on Facebook. They initially told me I needed to contact Hermes who had allegedly imposed the charges, so I contacted Hermes who told me it was nothing to do with them and referred me back to Parcel2go.com.

I contacted them again and asked to make a complaint, they said they do not have a complaints procedure, phone number, or email only an address that I could write to which I did and received no response. I contacted them again and they told me to email concerns@parcel2go.com who agreed to waive the charges but refused to admit any liability and implied that I am not capable of weighing a parcel that was clearly a substantial amount under 1kg. I left reviews on their page of my experience that were quickly deleted and I was rudely blocked from their Facebook page. Something to hide? I think so!

Good Afternoon Rebecca,

Thank you for your email.

The Hermes service can accept parcels upto 15kg, but the price paid for a 2kg parcel would not be the same price that you pay for a 15kg parcel and prices are based upon the weight and dimensions of your item.   Hermes charge on a kg to kg basis, so 0.0kg to 1kg would be charged at the 1kg rate, 1.1kg to 2kg charged at the 2kg rate and so on.

Hermes have installed digital weight machines in each depot and once an item is taken to the collection depot, it may be scanned as part of the secure delivery process.  The machines used are very accurate and with the tens of thousands of parcels scanned daily, have an error margin less than 0.01%.  

We are made aware of any discrepancies by the courier on our invoices which, depending on the depot, are received on either a weekly, fortnightly or monthly basis.  Once the invoices have been uploaded into the system, any order that has a discrepancy is highlighted and an email sent to the customer.

Upon weighing your parcel at the collection depot, the courier noted that the parcel weighed 1.5kgs and not 1kg as stated when booking.  

I appreciate that you have been using our services for some time now and that you are a loyal customer.  Due to this, Parcel2Go.com, in this instance, have decided to make a goodwill, without prejudice decision to write off the difference. I must advise however, that going forward you will to ensure that the weights and dimensions you provide are accurate, as further charges will be forwarded on to you.  We cannot incur further charges from the courier on your behalf and the charges we requested you pay would have been to simply cover our losses with the courier. 

I have removed the charges from your account and you shall now be able to place further orders without these in your basket.  

Unfortunately we would be unable to provide compensation for your time spent on this matter as we do not cover for consequential loss.  This is outlined in our terms and conditions which you were asked to read and ticked a box to confirm you had understood, when placing your order:

6.5   We shall not be liable to you under any circumstances for any direct or indirect loss (including, but not limited to loss of profits, or loss of goodwill) or for any other special or indirect losses, costs, damages, or claims which do not arise naturally as a result of our negligence, breach of duty, or other wrongful act or omission.

Thank you for contacting Parcel2Go.com.

Kindest Regards
Sarah Hayes
Parcel2Go.com

I was not going to continue using their services however I gave them the benefit of the doubt and accepted this to be a mistake which was unlikely to occur in the future, but I was wrong. I received this email again on 08.06.2016 stating that an extra payment of £3.39 + VAT was due which included a £2.50 handling charge as my parcel allegedly weighed 1.5kg. This parcel weighed 978 grams and again I had sent numerous other parcels out containing the same item at the same weight without any issues only on this occasion I have photographic evidence to support my claim due to my previous issue.

In the meantime I was booking another parcel in and after payment I realised they had charged me the extra payment which had been fraudulently added to my basket without permission, I did not authorise these charges to my card. I contacted Parcel2go.com through their online webchat and told them I wanted this payment reimbursed and I also wanted to cancel the parcel which I had just booked with them, conveniently they told me they could only cancel the parcel but not the extra payment charges which I did not authorise even though it was paid in the same transaction. I asked to make a complaint and they would only give me an address to write to which is a waste of time from my previous experience.

They may have gained an extra £3.39 + VAT, but as a customer who sends thousands of parcels every year with Parcel2go.com they have lost any future business with me.

If anyone else has experienced the same issues, please take the time to report this company to Action Fraud. They collate all the information and if they receive numerous complaints this company will likely be investigated for fraud. They will give you a crime reference number for your case.

http://www.actionfraud.police.uk/report_fraud