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An Post refusing to refund lost postage costs?

  • 18-01-2023 10:36AM
    #1
    BuckoA51
    Registered Users, Registered Users 2 Posts: 49 ✭


    Since the pandemic struck, An Post have lost dozens of my parcels and I've had to be on their backs constantly trying to get any kind of compensation from them. It seemed yesterday that things might actually move forward, then this morning I get a letter saying "The service which you used does not provide compensation".... "please accept our sincerest apologies".

    No, An Post, I do not accept "sincerest apologies" I want a refund on the cost of my postage, since you failed to deliver it.

    Unbelievable, is this their policy now? We lose your post and you don't even get your money back on your stamps?!



Comments

  • #2
    o1s1n
    Registered Users, Registered Users 2 Posts: 36,162 ✭✭✭✭o1s1n
    Master of the Universe


    Have they compensated you for the actual items lost at least? (as they are 100% meant to do that, it's listed on their website)

    To be honest I've never thought of compensation for the actual cost of the post itself, makes total sense that they should offer it though. As you said, they did not provide the service you paid for.



  • #3
    elperello
    Registered Users, Registered Users 2 Posts: 16,680 ✭✭✭✭elperello


    You might be better off switching to a courier if they are losing that much.

    Options for redress Communications Regulator or Small Claims Court.



  • #4
    BuckoA51
    Registered Users, Registered Users 2 Posts: 49 ✭BuckoA51


    The problem is that our items are often very small (think a small PCB that fits easily in the palm of your hand). An Post offer excellent value for smaller items, DHL for instance pretty much won't come out of the depot for less than about 20 euros.

    I've asked my account manager at An Post if this is policy now, that non-insured services don't even get the postage costs refunded, I'll report back. I would also be interested if this policy has changed anywhere else in Europe since the pandemic? We're supposed to have good consumer protections in the EU I can't see how this can be allowed.



  • #5
    BuckoA51
    Registered Users, Registered Users 2 Posts: 49 ✭BuckoA51


    https://www.boards.ie/discussion/comment/120123837#Comment_120123837

    They are only obliged to do that if you use an insured service, not all of their services are insured (a letter or small packet sent standard post isn't, for example).



  • #6
    BuckoA51
    Registered Users, Registered Users 2 Posts: 49 ✭BuckoA51


    Hi again everyone.

    So I got an official statement from my account manager today. He said.

    "The Expres International service I am informed does not refund postage (for lost items). The one you received before (we actually received multiple refunds in the past) was a gesture of goodwill. "

    I do not understand how they can get away with that, if An Post take your post, and then fail to deliver it, they have breached their contract, they must legally refund you the cost of postage surely?

    I am considering starting a campaign to see if we as consumers and business owners can address this, and I would welcome anyone's thoughts.



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  • #7
    walterking
    Registered Users, Registered Users 2 Posts: 1,297 ✭✭✭walterking


    So they are international items - are they coming in from abroad or are you sending abroad



  • #8
    BuckoA51
    Registered Users, Registered Users 2 Posts: 49 ✭BuckoA51


    Yes they are international items I'm posting abroad, I sell all over the world.

    I made a complaint to the An Post customer advocate regarding this policy, saying I believed it was illegal since An Post were breaching the terms of their contract and therefore should refund the customer. The advocate is supposed to answer within two weeks however it was more like a month and a half, they sent me a letter apologising for my inconveinence and a cheque for 15 euros!

    No explanation how they reached this decision at all. So if the customer advocate agrees with me, that we should get a refund on our postage if An Post lose the package, why are An Post making people write to the advocate in order to achieve this?

    I'll be writing back to customer services to ask this same question!



  • #9
    goldenhoarde
    Registered Users, Registered Users 2 Posts: 863 ✭✭✭goldenhoarde


    Could be wrong but once an post send abroad it becomes that postal service's responsibility and as uninsured/tracked no data will be sent back to an post



  • #10
    BuckoA51
    Registered Users, Registered Users 2 Posts: 49 ✭BuckoA51


    Your original contract is with An Post so they are responsible to you, An Post would be free to chase up the other countries postal service of course, to recoup their costs.



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