Incorrect behavior by Packlink
Summary: The discussion is centered on Packlink's improper behavior. Several participants, including gimli314, vonbalden, fedenar, heavenwelkin, and others, interacted without providing explicit details in their exchanges. The nature of the content alludes to a shared lack of satisfaction; however, all the responses are listed as 'None', indicating a conversation not verbalized in the document.
I bought a shipment from Packlink with an increased price for coverage of transport damage or loss. The package arrived "wrecked" with cuts and crushes, evidently caused by machinery (a simple fall could not have done that damage). The contents (a glass tube) were broken into three pieces. In response to my claim, Packlink said that "the item does not provide for any compensation for damage." I asked for clarification and they sent me to the rules, where it says that compensation is limitedly excluded for "flat glass, panes, windshields." I pointed out that a glass tube is not a glass "pane." Then they replied that Poste Italiane does not accept "glass bottles." I asked Poste Italiane and they told me that, on the contrary, bottles can be shipped without any problem if properly packed (and my tube does not have dimensions, shape, or weight similar to a bottle). In short, they are making up rules to avoid compensating me for the damage.
skopa35r
·2 months agoVery disappointing experience with Packlink.
After purchasing an insured shipment, the package arrived badly crushed and the contents were damaged. I provided photographs of the packaging before shipment, the damaged package, the protective materials used, and the package returned by the recipient.
Initially, the claim was rejected on the grounds that the item fell among restricted articles. Subsequently, after my objection, the reason changed and the packaging was challenged.
Despite all the documentation provided, Packlink rejected the refund, assigning responsibility to the sender. After sending further evidence and requesting a review, I have not received any further response and the case is still open.
My impression is that, in the event of damage, getting an insured shipment recognized is much more difficult than one would expect.
robyepierre
·6 months agoThe company Auctane, which sells through eBay under the packlink brand, routinely makes unauthorized charges and is jointly responsible with eBay and the couriers involved for indefinite delays, damage, loss, or theft.
Take the whole chain to the justice of the peace, and when eBay’s lawyers show up, they’ll compensate you, expenses included, just to close everything out.
99% of sellers don’t do it, so they keep on going.
Or CLOSE THE ACCOUNT or suffer the consequences, naturally.
mdnththin-0
·11 months agoThis company, from a legal standpoint, is completely invisible in Italy, having no office and no legal representation... zero!
The most serious thing is that they store customers' credit card data, including expiration date and CVC, to use it fraudulently a couple of months after the first payment.
When I went to report Paclink for fraud, the carabinieri told me they can absolutely do nothing about it, both because they are based in Spain and because of the small amounts they systematically steal.
heavenwelkin
·11 months agoI understand your frustration, but it would be useful to distinguish between a possible individual oversight and direct company responsibility.
Continuing to post repetitive and strongly accusatory messages, without objective evidence, risks turning a useful report into non-constructive communication.
Automatic charges are implied in their contractual terms; if they did it, it’s because they can do it.
Pay your 1, 2, 3 euros of discrepancy (because the discrepancy could formally be correct since the envelope did not meet the minimum dimensions required by the courier) and then turn to another shipping broker if you want.
Best regards
homonostalgiens
·1 year agoNever pay their insurance, because it is basically the same as making a donation. They NEVER refund, and they ALWAYS find an excuse. I hope that one day a magistrate, national or international, will step in seriously against them, because this behavior, bordering on fraud, has gone on long enough.
Today they charged me 16 euros for a shipment that, they claim, was declared smaller than it was ( obviously a lie ). It has already happened about a dozen times in the last 5 years; do the math and see how much these people have been unlawfully pocketing every day for years with their false statements
heavenwelkin
·1 year agoHi darricovero
To be able to dispute a surcharge request you need to have a photo of the package where the label is visible and the weight on an electronic scale and measurements of the dimensions.
If you did not take photographic proof, you cannot start a dispute.
Sorry for the inconvenience
homonostalgiens
·1 year agoYes, so they’ll tell you to prove whether the scale had been perfectly calibrated beforehand.....once (if) you’ve done that, they’ll tell you it’s a model they don’t consider suitable, even if it were suitable for them, they’ll say the packaging wasn’t suitable because you chose a color that was too bright, maybe!
Anyway, every excuse is a good one....it’s just another waste of time, and the ending will always be the same....refund denied.
heavenwelkin
·1 year agoHi darricovero
Here are all the instructions in detail
https://support.packlink.com/hc/it/articles/115005283245-Addebiti-aggiuntivi-per-differenze-di-peso-o-dimensioni
If you follow the procedures carefully, I assure you that they’ll refund you.
But OBJECTIVELY it’s a pain to have to go through all these procedures for every shipment.... in fact I only do it for bulky/heavy/awkward shipments.
heavenwelkin
·1 year agoHi gimli314
For a parcel reduced to that state with obvious cosmetic defects, receipt with reservation is usually requested.
But in your case, even if it had been accepted with reservation, you would not have been covered because of the exclusion rules.
Yes, it is true that the exclusions of the insurance coverage concern many items and the rules set by the broker (in this case Packlink) may not be the same rules applied by Poste Italiane, so reference must be made only to what is established by Packlink.
As for the parcel that arrived wrecked, probably some heavy package fell on top of it during transit.
Anyway, I also want to tell you that if you had been eligible for damage coverage, you would have had to go through the buyer to ask for cooperation.
You would have had to keep the labels, the outer packaging, the inner packaging, then a signed statement from the buyer would have been necessary and several back-and-forth steps would have been required.
In short, even if the item had been covered it still would not have been easy to receive compensation.
The procedures are much simpler when a parcel is lost, because in that case the buyer's cooperation is not needed.
In these cases it is better to prevent than to cure, meaning it would be preferable to anticipate situations like this and arrange bombproof packaging
Sorry for the inconvenience
gimli314
OP1 year agoI didn’t ask for “accept with reservation” because I wasn’t home!
Maybe you didn’t understand that in my case I’m covered because the exclusions don’t apply to my item. My item is not a prohibited item nor a restricted item, it is not a “flat glass sheet or windshield,” which are excluded from compensation. My item falls within the coverage both under the broker’s rules and under the carrier’s rules (both available on their respective websites).
I am the buyer. I asked the seller for cooperation, and he was very annoyed by Packlink’s replies. He told me they ship dozens of parcels every week, that their packaging is “bombproof” and has never caused any problems, that to bend a hard cardboard tube (not corrugated) with strength comparable to wood you really need a cyclopean set of forces (like a conveyor belt), it’s not enough to drop another parcel on top of it, and that unfortunately they can’t do anything because I bought the shipment.
I kept the labels and even the packaging (what makes you think otherwise?) it just isn’t possible to have a “back-and-forth” because Packlink no longer responds!
heavenwelkin
·1 year agoThe courier must have brandished it like a sword, hitting some hard part, or they were joking around among colleagues, or he used it to blow off steam.......
A parcel in those conditions should never be refused but must be collected under reservation of rights.
Anyway, on eBay you have to strictly follow the procedures, and according to the procedures during a sale it is the seller who provides the shipping label and sends the item.
The seller is responsible for making sure the item arrives to the buyer as described.
But if you (the buyer) took care of arranging the parcel pickup, eBay's buyer protection may not work.
I'm sorry for the inconvenience.
fedenar
·1 year agoI don’t recommend adding extra money for their insurance; after reading the terms, there are tons of items not covered.
The last time I shipped with insurance it was a hard drive. It arrived not working (bombproof packaging) and I asked Packlink for a refund for transport damage, refund denied because electronic items aren’t covered.
From there I decided not to spend a single cent more, while still continuing to use their service because their rates are objectively the best on the market.
heavenwelkin
·1 year agofedenar
·1 year agoNo, it was a nearly new hard drive, it was 8 years old but had only 5 hours of use. The buyer sent me a video where it was clearly visible that it wasn’t working, then of course I don’t have a crystal ball and I can’t know whether he’d fried it beforehand, but I’m sure it hadn’t been tampered with.
In the end I think it only makes sense to take advantage of the basic protection of 35/75 euros like you say. Maybe the only advantage of the insurance is precisely in the event of loss, but I don’t know and I don’t have any firsthand accounts of the procedure. Even though, out of hundreds of items sold, luckily it’s never happened to me, so I consider it a negligible probability.
It could turn out useful in cases where you sell a lot abroad, where the chances of a package getting lost are higher.
heavenwelkin
·1 year agoOn packlink I had two losses with Poste Italiane that were reimbursed to me for amounts equal to the value of the items (under 35 euros)
Then I had damage to a used notebook LCD display that had a white spot
Then by mutual agreement we decided to file a claim for damage.
The main problem is that the buyer in this setup usually opens a dispute on eBay, gets the refund, and then has no interest in cooperating with the seller to file a damage claim.
After MANY troubles and with the buyer's cooperation I managed to get the 75 euro refund, but it was tough and we were both tied up for more than a month.
I remember that with DHL refunds were issued twice a month, so we had to wait another 15 days to get the refund; I think in total about 40 ~ 45 days passed.
It took a lot of patience...
vonbalden
·1 year agoThese responses from the so-called 'service' are very reminiscent of those of many warranties for European household appliances (made in China), where you're covered for one or two years on everything. With the exception of any metal or synthetic part that makes up the appliance itself! Relying on a shipping service is a mistake that can be a source of unexpected and unwelcome problems that come crashing down on the unlucky person. Strangely, in these places seen up close, as with pickup points, there is always an unpleasant feeling. That of being in the wrong place at the wrong time. Where the feeling lingers and grows. And it's not just in the shipping sector. It's that beyond the ridiculous advertising forms used, there is a dramatic situation behind the scenes of every activity. That seems duty-bound to be hidden at all costs.