HELP ME PLEASE

Member since 13 December 2018

FedericaaaNew member04 April 2019 14:14:39

Hello Everyone,

I've faced with a big issue and I hope someone can help us. Around one month ago we shipped some of our items from Italy- Verona to UK-Newmarket. The service provided by Eurosender and DHL. We received our pack after 2 weeks because there was a strike on the port.

We paid for this invoice (1X 70x70x100 (41) kg) but we received (1X 70x70x100(4) kg) with 37 kg less!!!!! I didn't notice the weight of the box when I was signing the proof of delivery because I thought it's heavy and I can't carry more than 2 kg. Then we noticed another label that shows the sender has signed a paper and confirmed the delivery of One Carton for 15 kg with dimensions of "50X30X30" cm in Italy. The shipper changed the box and our items have been missed. After almost 2 weeks writing different emails, their respond was a big joke.

This is a part of their respond:

////"Since DHL Freight uses subcontractors in GB they label shipments again - therefore carton can have different labels. Origin terminal (Verona in this case) is responsible for entering correct data into the system. Based on labels we can see that our colleagues in VRN marked this shipment as 15 kg. Since in GB services are performed by company Palletways they re-label the shipment with their own labels. On this label we have 41 kg - so the package was heavier when arrived to GB."////

Also they asked for the invoices of goods packed in the package to start the claim. It was the complete frames of our pictures for wedding, childhood and graduations.

Honestly now I am so upset and while we are new in UK, I don't know how to deal with such as this mass, I am sure it's my right but I don't know how can I follow it up by the legal issues.

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Cynic UK/Netherlands Expert

Member since 15 September 2015

CynicUK/Netherlands Expert04 April 2019 14:23:35

8078

Hi and welcome to the Forum.

From what you've said, it looks like the issue occurred in Italy; you need to see what the Terms and Conditions of your contract with the shippers state with regards to missing/damaged consignments and at the same time think whether the cost of engaging an Italian lawyer is worth it.

Hope this helps.

Cynic
Expat Team

Federicaaa New member

Member since 13 December 2018

FedericaaaNew member04 April 2019 14:37:08

Thank you for your response.

As you see they said, the package has been changed in UK.

Cynic UK/Netherlands Expert

Member since 15 September 2015

CynicUK/Netherlands Expert04 April 2019 14:48:50

8078

Hi again,

You said you consigned "(1X 70x70x100 (41) kg)", but received "(1X 70x70x100(4) kg)". When you enquired, you were told "Origin terminal (Verona in this case) is responsible for entering correct data into the system. Based on labels we can see that our colleagues in VRN marked this shipment as 15 kg." - it looks like to me that Verona has made some kind of mistake (either marked the wrong box, or made a typo on the paperwork and someone else along the way has helped themselves to your property - it happens). There may be someone else with a heavy crate somewhere wondering what has happened to their small box. Have you notified your Insurers?

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danicali Member

Member since 22 April 2019

danicaliMember23 April 2019 08:37:53

Well, I've had customs steal my birthday parcels sent from my family. And at Christmas. So, I guess you're lucky if you get most of your things back. And two weeks delay is nothing. When I had my things sent over it took months. x