I sold my wedding dress, worth £2,000, on Facebook marketplace, and it was only after the parcel was collected by Parcelforce that I realised I’d been scammed.
It was due to be delivered the following morning and its offices were already shut so I spoke with an agent on the out-of-hours chat and explained it was critical the delivery be cancelled. They promised to put the request in writing but nothing could be guaranteed.
As soon as the customer service lines opened the next day I called and used the automated service which gave me the option to rearrange delivery to a different address.
I then called again to speak to an agent but she said there was nothing she could do and gave me the email for its “stop & return” service. I did this but they also advised me there was “nothing they could do”.
My partner also called and he spoke to an agent, who agreed that the delivery could be stopped. However, 15 minutes later the tracking app showed it had been delivered
With today’s technology I can’t understand how there can be no way to notify the driver or update the system for the next day. Parcelforce’s website is covered in adverts that say “stamp out scams”, yet when you report one they don’t do anything.
I’ve called numerous times asking for them to honour the £2,000 I insured the item for but they say it’s not their fault.
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HP, by email
You sent the parcel via the Parcelforce ExpressAM service, which means delivery was due by midday the next working day. You tried to use the automated redelivery options to redirect it back to your address but unfortunately for this to happen there must be an initial delivery attempt.
While Parcelforce says it does make efforts to intercept items where there is evidence that fraud has been committed, it is on the basis of best endeavours rather than a guaranteed service.
And before any request can be considered the requestor must email Parcelforce with all the details, including a police crime reference number and full evidence of the fraud, including emails, fake bank transactions, messages and non-payment. This is obviously a lot of information and your email did not include it all.
Parcelforce offered sympathy but confirmed that you are not entitled to compensation. “The parcel was delivered to the correct address, so there wouldn’t be any grounds for any claim submitted seeking compensation for the item being considered lost or damaged.”
This has been an upsetting episode but I think some of your anger and energy should be directed at Facebook Marketplace, where the fraud actually took place.
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