Parcelforce London SE Depot Query

[mrjon1976]

Hi all,

I have been expecting a parcel from the USA - all was well until Tuesday (see tracking below);


Item tracking history
Date Time Location Tracking event
11/4/2023 5:05
London South EastDepot…+London South East Depot

Received at delivery depot
10/4/2023 19:55 National Hub Sorted
10/4/2023 8:42 International Hub Arrived in the UK
6/4/2023 15:08
Delivery Agent -NEW YORK -PTT…+Delivery Agent - NEW YORK -PTT

Despatched to the UK
6/4/2023 15:07
Delivery Agent -NEW YORK -PTT…+Delivery Agent - NEW YORK -PTT

Prepared for despatch to the UK
4/4/2023 19:46
Delivery Agent -UNITED STATES AMERICA…+Delivery Agent - UNITED STATES AMERICA

Collected

So I still haven't had delivery of the parcel - I finally spoke to someone form the depot today who says they have done a depot search but cannot find it. They mentioned that they have a picture of when it was exit scanned from Coventry, but there is no trace at the depot. Can I safely assume that it has been lost / stolen, or is there any hope at all that it will resurface?

[mrjon1976]

Update.

So the depot have phoned - they say they have carried out a search but cant find it. They have a photo of it being exit scanned at Coventry, and have said there was a query over the address (i am flat 6 and they queried it was flat 1 - same postcode) which would suggest to me that it HAD been received at the depot. So what can i do? I am guessing it has been stolen, sadly

[mrjon1976]

Bumping this as despite reaching out to PF, there has been no update at all

[mrjon1976]

bumping this for a 3rd time....

So now 2 weeks later and STILL no update. PF colleagues on social media are not just unhelpful, but downright liars. Have been told everything from it is lost, we have searched for it on numerous occasions, you will get a call back from a depot manager with everything inbetween. The best part is that I escalated my initial complaint as I wasn't happy with the answer I didn't get - advised that it can take 3 working days for a response (this was the 5th working day without response), and then find today that actually it hadn't been actioned at all.

How can a parcel that left Coventry without any issues (photographic evidence apparently) just disappear at the DO after being scanned in? Surely it has to be somewhere(other that an employees house as they haven't denied that it could have been stolen). How can a company who's only job is to deal with parcels be so nonchalent about ones that go missing?

[TrueBlueTerrier]

We don't have many Parcelforce workers on here so you may be waiting some time for a PF member to post. Also as we are an unofficial site with voluntary membership we can't force anyone to answer.

How can a parcel that left Coventry without any issues (photographic evidence apparently) just disappear at the DO after being scanned in? Surely it has to be somewhere(other that an employees house as they haven't denied that it could have been stolen). How can a company who's only job is to deal with parcels be so nonchalent about ones that go missing?

There are many reasons why parcels go missing, theft is one, but it is very rare and the perpetrators usually get caught. Now I obviously don't know why your parcel hasn't been delivered but parcels go missing, but I sort Royal Mail parcels and sometimes there are leaks from other parcels that damage the labels of other parcels, and labels come astray from their parcels, sometimes address labels are unreadable because of handwriting. The list of reasons why parcels go astray or get lost is a long one which is why I recommend making a claim, as at least it is entered into a database where a description is taken. Sometimes this is all that's needed for a parcel to be found.

[mrjon1976]

so it is now 5 weeks - the DO had previously said that Border Force had taken a batch of parcels and that mine was in there - but didnt supply any proof / evidence of this. I have not had any further communication from anyone suggesting that this has happened. Parcelforce on social media and via their complaint process have washed their hands of this, and the sender has raised a claim in the US who have paid out compensation (based on the tracking not having changed in 5 weeks as opposed to performing any investigation). I have since raised an incident with the police claiming my parcel has been stolen, but whilst I know that there is no hope of this ever turning up, hopefully I can at least try to make someone give a damn about this.