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The package arrived damaged. The buyer is requesting a refund. Is the post office responsible?
Summary: latulipe shared their experience of sending carefully packaged earthenware dishes that the buyer received damaged. Although the box was not damaged, two of the three items were broken. lingma85 explained that the post office would probably not offer any compensation, given the lack of visible damage to the outer packaging, and suggested sturdier packing methods to better protect fragile items during transport. latulipe expressed gratitude for this advice and considered the possibility of limiting delivery options to local pickup only for fragile items.
I sent a set of earthenware items, very carefully packed, with several layers of bubble wrap and polystyrene sheets between the items to protect them from any shocks. The buyer tells me that 2 of the 3 items are broken and sent me the photos. I asked whether the box was damaged too, and the buyer tells me no, otherwise he would have refused the delivery. So, I don't understand how it's possible for the items inside to be broken! The buyer wants to return the parcel to me, but as you can imagine, it's complicated to arrange the return (I didn't understand how it works). So I'm going to refund the buyer. However, I'd like to know whether I can get compensation from La Poste since I sent the parcel by Colissimo.
lingma85
Mentor2 years agoHello @latulipe
You’re asking----> "I’d like to know if I can get compensation from the Post Office because I had sent the parcel by Colissimo"
That seems unlikely since the buyer accepted the parcel and there is no sign of damage ( I asked whether the box was damaged too, the buyer tells me no, otherwise he would have refused delivery - you wrote).
Given this important detail and the fact that you are responsible for packaging your products... and that it would seem they were not protected well enough (you have to remember that parcels can be footballs...)... the Post Office will turn a deaf ear.
I’m afraid you’ve lost everything.... the dishes and the money.. 🙄
Best regards
latulipe
OP2 years agoThank you very much for your reply, but I had actually packed the items very well. Indeed, delivery drivers sometimes throw parcels into their vans as if they were soccer balls, I've already seen it with my own eyes...
How could I have better protected them in your opinion? The items were wrapped in several layers of bubble wrap, and I had also put a few small polystyrene sheets between and on top of the items. It seems that that wasn't enough.
Are there special packaging materials for dishes that are more secure?
Or should I use a carrier other than La Poste (UPS, DHL?) and which one should I favor in the future in your opinion?
And otherwise, another solution would be to no longer offer delivery for all fragile items, but to ask for in-person pickup.
Kind regards
lingma85
Mentor2 years agore..... @latulipe
Dishes or anything that can break... is a problem for the seller who has to ship it...
To best protect the dishes, it’s best to wrap groups of items in separate boxes, well protected inside, and then gather the different boxes in a triple-wall cardboard box, securing everything with polystyrene, paper balls, etc....
(you should shake the package well before finishing taping it up to check that nothing moves inside...)
This may seem excessive to you (weight issue) but effective for the trip... and cheaper than giving it away and paying a commission...
With the "hand delivery"... you have the assurance that the careless buyer, who would cause damage at your expense, won’t be able to "catch you off guard"... but that greatly limits the customer base...
You will certainly have other opinions.
Best regards
latulipe
OP2 years agoHello, that's great 👌, thank you for your packing advice, which will be very useful to me in the future. It’s clear you have experience! ☺️
Best regards