HELP! Royal Mail have lost my trade-in device and refused my claim

[Jonnysuk]

Hi there,

I recently took advantage of the Trade-In offer on the Samsung Galaxy Ultra 5G but Royal Mail have lost the Galaxy S10 Plus device I was returning. They have also refused my claim on the basis that, as Vodafone provided a prepaid label, they should be the ones who make the claim as their contract is with them. They say, "as Vodaphone have a contract with Royal Mail they are responsible for making the claim, this is part of the Terms and Conditions of any business that has a contract with us." This is despite me sending them Vodafone's Trade-In Guarantee terms where it is explicitly stated that Vodafone accept no responsibility for postal damage and loss.

So what happens now? I am stuck in the middle between Royal Mail and Vodafone and both are refusing to help. I have found the whole situation extremely stressful and when I check online for who is responsible for claiming for a lost prepaid parcel there is lots of conflicting information. It doesn't seem right that I should lose out in all of this but it certainly looks like that is what will happen. I would be very grateful for any advice or guidance in this minefield, thanks! Jonathan

[donnyguy]

You mentioned that you've contacted Vodafone who haven't been too helpful so far. I'd recommend visiting the complaints page on the website and get this raised as an issue to be case managed.

Sure they'll get things sorted for you 

[Jonnysuk]

Thanks very much for your response, I will do that today 🙂

[BandOfBrothers]

Hi @Jonnysuk 

That's terrible that your package has become lost or perhaps stuck somewhere in transit.

Personally when I'm sending items off I prefer to choose Recorded or Special Delivery for that added peace of mind.

Perhaps have a word with the Vodafone Social Media Team's as they might be able to help.

Social Media Team's Link. 

Include your forum username and link back to your thread here so your not having to repeat yourself.

I wish you all the best with this. 

[Jonnysuk]

Hi there,

Thanks so much for your response. Vodafone provided a Special Delivery prepaid label so Royal Mail should compensate for lost items up to £500.00, the trouble is they have refused my claim because I did not pay for the return postage! They said it is up to Vodafone to compensate me and then they can claim it back from Royal Mail. If I had just checked how much the postage label cost and stated the price on the claim form that then I don't think there would have been a problem. I get the impression that they are digging their heels in and maybe waiting for the claim window to expire.