STOLEN AND SWAPPED PARCEL GOODS :0(

[LunaLunera1234]

Hi everyone and thank you so much for having such a helpful website.

I would be most grateful if someone could help me with my international parcel delivery. My brother sent a parcel from Spain to London, it was my sons (7 year old) birthday presents. The story goes:
18 April 2012 Parcel sent from Spain - I received a tracker number and could see where my parcel was
4 May 2012 After several enquiries the parcel was stopped at a depot in London for over 5 days
14 May My sorting office (Brockley) left me a card to go and collect the parcel
15 May My sorting office could not find the parcel and asked me to leave my details, they rung next day
18 May Collect my parcel (from Spain) but this time is bagged in a Royal Mail transparent bag (it felt really light for such a big box) the parcel was sent in a box but was bagged somehere in RMail
Opened the box and there was a tiny box stamped by RM and destination to Italy
Goods inside the box: an invoice dated February 2012 a pair of cycling gloves and a CD.......my son's birthday present GONE!
I checked with the company that sent the parcel to Italy back in February and in deed they reported it lost.
I rung RM customer services and explained the situation I was advised to fill out a claim form and take pictures of the box and goods etc. and keep these for evidence.
I posted all the evidence including the online tracking, pictures of the parcel, goods inside et.
I just received a letter from Elaine Chilcot from Royal Mail International Departmen where she says: "Sorry your parcel has gone missing blah, blah, blah the letter is not dated, referenced and is a basic standard letter. The Universla Posta Unio that sets the rules for International mail exchanges determines that any claims relating to International Mails should be considered by the postal provider of the country from where the item was sent. I am therefore unable to investigate or settle your claim" and RM has washed their hands.

Correos Spain have proven that my parcel arrived and was delivered at the UK and then stopped at a depot for over 4 days and because when it arrived at London - Brockley sorting office and I collected it they have nothing to do with it anymore. I had to sign off the parcel otherwise how would I know what was inside?
It saddens me that there are people working within the company that help themselves. I am aware that in every company you have honest and dishonest staff. I have never, ever in 23 years had a problem with my parcels until in April 2012 which broke my son's heart and mine hence I still have faith that most employees in RM are honest and hard working. My father was a postman in Spain on the days were he had to cycle to remote little villages!

I WOULD BE MOST GRATEFUL IF YOU GUYS WHO KNOW THE INS AND OUTS COULD GIVE ME SOME LIGHT ON THIS PROBLEM. I AM VERY FRUSTRATED THAT RM IS NOT WILLING TO TAKE RESPONSIBILITY WHEN THE ACTUAL PARCEL WAS SWAPED AND STOLEN IN THE UK. I HAVE THE EVIDENCE AND PICTURES SHOWING THE TAMPERING BEING DONE HERE.

Please, please give me some good news of how can I claim the stuff or challenge your customer services........I think that the letter must have been writen by a machine called Elaine........;0(

[LunaLunera1234]

Help please!

[not me]

I WOULD BE MOST GRATEFUL IF YOU GUYS WHO KNOW THE INS AND OUTS COULD GIVE ME SOME LIGHT ON THIS PROBLEM. I AM VERY FRUSTRATED THAT RM IS NOT WILLING TO TAKE RESPONSIBILITY WHEN THE ACTUAL PARCEL WAS SWAPED AND STOLEN IN THE UK. I HAVE THE EVIDENCE AND PICTURES SHOWING THE TAMPERING BEING DONE HERE.

because your claim and contract lies with the Spanish postal service
just as if i sent an item to ~Spain
m claim would be with RM

[clashcityrocker]

If the theft was committed in the UK, then isn't that the job of the police to investigate.

[Minischoles]

There is no proof a theft happened, what is more likely is that the parcel got torn during transit and your items fell out.

As for claiming the procedure is that the sender has to open a complaint with their postal system, who will then contact us regarding the item. Once we have replied to them, the Spanish postal system will offer compensation (I'd it wins warranted) to the sender. You as the recipient have to reply to a letter we (that is the international team) will send you asking about the parcel, to confirm the part loss.