[SeanJob x KatoWork] Beige Levis Jacket, Western Shirt and Slim Bootcut Jean

[Bullet]

The sad fact of the matter is any customs department can keep an item for how ever long they like . In my experience they usually keep things anywhere from 24 hours to 5-6 days but what your experiencing is not that uncommon it happened to me years ago. I bought an item from a HK based eBay seller nothing arrived he refunded me. Then literally 3 months close to 4 after it had shipped it turned up out of the blue covered in 'opened by UK border agency' tape. It's highly unlikely they have lost your items Tash it's probably a bit of ineptitude coupled with the time of year sadly. Everything slows down to a crawl around the holidays and it doesn't help when every time you phone to find out what the hell is going on you get somebody new who has no idea about your situation. They will arrive I'm sure just a shame we are literally at the mercy of customs when it comes to things like this. They power they have over any item entering the UK is pretty much infinite...

 

[tash75]

Sean I still have not received my my Jacket and 2 shirts i have spent $660 plus the EMS Speed post its nearly 2 months now i have sent lots of emails to customs and parcel force and phoned them both i am being told they do not have the package it has not moved since the 24th November i have contact yourself and and Kato and i am being told i will not get a replacement or a refund that i have to lose $660 the Tracking number i feel is proof enough to show i have not received what i have paid for the item is either lost or stolen so am i meant to just accept that? Kato says i should buy them again.... it cheaper for you to replace these items and any business would replace items lost or stolen with proof of non-delivery.
$660 I CAN NOT AFFORD TO LOSE. Tracking EC088765757GB

 

[ashkanls]

I bet it shows up tomorrow now that you posted this.

 

[tash75]

Dear Natasha Wall

Thank you for your email.

Please accept my apologies for any inconvenience caused.

I have checked the status of this item and our International Team contacted you 23/12/2013 and unfortunately they have declared your item missing regretfully, we are unable to accept a claim on an Import non-express item. Any claim for delay (if applicable) or loss needs to be submitted by the sender in the county of origin.

I am sorry for any further inconvenience this will cause.

If you require any further information or assistance, please reply to this email showing all conversations we have had on this enquiry.

Our hours of business are Mon to Fri: 8am to 5:30pm

Kind regards


Tracy Gregg
Parcelforce Worldwide
Customer Service Email Team

This email and any attachments are confidential and intended for the addressee only. If you are not the named recipient, you must not use, disclose, reproduce or distribute the contents of this communication. If you have received this email in error, please contact the sender and then delete this email from your system.

Parcelforce Worldwide is a trading name of Royal Mail Group plc. Registered in England and Wales. Registered number: 4138203. Registered office at 100 Victoria Embankment, London, EC4Y 0HQ.

------ ORIGINAL MESSAGE -----
FROM: [email protected]
TO: [email protected]
SENT: 07 January 2014 21:05:55 (GMT Standard Time)
Hi Laura,

Ive had these automated emails, i really need an investigation opened on my case I’ve sent yourselves various emails i have phoned parcel force and i have called customs and both customs and yourselves are saying you both don’t have my package, some one must have it as i don’t.
No one will tell me if my package is lost either which i think is very unfair i need written confirmation that my package is lost so the seller can send me out new items at the moment i have been waiting since the 24th November for it to be released from customs who say on the phone they do not have it.

The name on the package is Tash or Natasha Wall Address 34 Copper Beech Close Ilford Essex IG5 0RX Contact number is 07957 328 069
The package came from Hong Kong and the tracking number is EC088765757GB
The items in the package are Toy Clothing a small little jacket and 2 shirts I am happy for it to be opened and checked what i am angry about is no one will look into if its lost.
I need a written conformation for the seller to state this either a email that i can send him?
Its not the cost of the item its a limited run and i am running out of time to get another set.

Can you please help with this matter or pass it to a manager as waiting for this package since the 24th November is unacceptable.

Regards
Natasha
On 6 Jan 2014, at 09:07, [email protected] wrote:

Dear Natasha Wall

Thank you for your email.

I am sorry to hear that your parcel has not yet been delivered.

If 24 hours has already lapsed since your parcel was last scanned, please can you provide the following information and once received, I can initiate a search on your item:

Parcel number
Sender's details (name, address and *contact telephone number)
Recipient's details (name, address and *contact telephone number)
Description of contents and packaging (size of parcel, whether it was packaged in a bag, box etc.)
Value of item

*Please note that our Search Team require a telephone number in order to contact the recipient, a search cannot be initiated without this information.

I am sorry I can't deal with your enquiry at this stage however, I am confident that once we have received the information requested we will be able to resolve this for you.

If you require any further information or assistance, please reply to this email showing all conversations we have had on this enquiry.

Our hours of business are Mon to Fri: 8am to 5:30pm

Kind regards


Laura Billingham
Parcelforce Worldwide
Customer Service Email Team

This email and any attachments are confidential and intended for the addressee only. If you are not the named recipient, you must not use, disclose, reproduce or distribute the contents of this communication. If you have received this email in error, please contact the sender and then delete this email from your system.

Parcelforce Worldwide is a trading name of Royal Mail Group plc. Registered in England and Wales. Registered number: 4138203. Registered office at 100 Victoria Embankment, London, EC4Y 0HQ.

------ ORIGINAL MESSAGE -----
FROM: [email protected]
TO: [email protected]
SENT: 30 December 2013 10:18:32 (GMT Standard Time)
<p>
Title: Miss
First name: Natasha
Surname: Wall
Email address:[email protected]
Telephone number: 07957 328 069
Parcel number: EA161392025HK
Enter your message: Can someone tell me if this package is lost its not moved
out of customs since 24th NOVEMBER, Its messed up xmas as it was a gift
ordered well in time yet still this is going into the NEW YEAR and its
unacceptable I have the right to know where my package is and why its taking
so long its stupid. and i am fed up of emailing you.

<p>
Submitted on Monday, December 30, 2013 - 10:17
</p>

 

[marlindesign]

If it was express post it should have some sort of insurance? EMS was it?

 

[tash75]

:gah:
Yes EMS speed post as far as i know..... I just want the Jacket and my 2 shirts

 

[seanjob]

Hi, Tash,

I have just got the Preliminary email reply from my post office at 11 Jan (I can forward the email to you if you want).
After the phone call today, I try to summaries some information from HK post.

- At the mealtimes, post office still cannot confirm the parcel was lost, as it should be hold by custom dept according to the Parcelforce Worldwide UK's reply.
- As the parcel was passed to UK custom dept after arrival UK immediately, so parcelforce has never received the parcel physically (I think that why they said they don't have it)
- they provide some contact that you can try it, I knew you may know some, hope it help.
1) you may call at the UK Customs Service by Tel: 02476 212857 or 02476 212860 quoting local tracking EC088765757GB
2) parcel force phone number : 08448004466

I am still following it until I get some solid answer, but it is true we have to wait..... waiting the reply....follow up after every reply....until the issue solve. My post office is still investigating the parcel status and try to find out where it is now. If the parcel is really hold by UK custom, at least we have to confirm that it is safe, right? I think our main concern is the safe of parcel at this moment, not only the delivery.

I am understand that every one is upset while he/she is under the same situation. I am sorry on it although it is not under my control. I will let you know any further update.

 

[tash75]

Hi, Tash,

I have just got the Preliminary email reply from my post office at 11 Jan (I can forward the email to you if you want).
After the phone call today, I try to summaries some information from HK post.

- At the mealtimes, post office still cannot confirm the parcel was lost, as it should be hold by custom dept according to the Parcelforce Worldwide UK's reply.
- As the parcel was passed to UK custom dept after arrival UK immediately, so parcelforce has never received the parcel physically (I think that why they said they don't have it)
- they provide some contact that you can try it, I knew you may know some, hope it help.
1) you may call at the UK Customs Service by Tel: 02476 212857 or 02476 212860 quoting local tracking EC088765757GB
2) parcel force phone number : 08448004466

I am still following it until I get some solid answer, but it is true we have to wait..... waiting the reply....follow up after every reply....until the issue solve. My post office is still investigating the parcel status and try to find out where it is now. If the parcel is really hold by UK custom, at least we have to confirm that it is safe, right? I think our main concern is the safe of parcel at this moment, not only the delivery.

I am understand that every one is upset while he/she is under the same situation. I am sorry on it although it is not under my control. I will let you know any further update.

Hi Sean i have received an email this morning confirming that the package is lost i did send you a private message with this info but here it is again.

Dear Natasha Wall

Thank you for your email.

Please accept my apologies for any inconvenience caused.

I have checked the status of this item and our International Team contacted you 23/12/2013 and unfortunately they have declared your item missing regretfully, we are unable to accept a claim on an Import non-express item. Any claim for delay (if applicable) or loss needs to be submitted by the sender in the county of origin.

I am sorry for any further inconvenience this will cause.

If you require any further information or assistance, please reply to this email showing all conversations we have had on this enquiry.

Our hours of business are Mon to Fri: 8am to 5:30pm

Kind regards


Tracy Gregg
Parcelforce Worldwide
Customer Service Email Team

This email and any attachments are confidential and intended for the addressee only. If you are not the named recipient, you must not use, disclose, reproduce or distribute the contents of this communication. If you have received this email in error, please contact the sender and then delete this email from your system.

Parcelforce Worldwide is a trading name of Royal Mail Group plc. Registered in England and Wales. Registered number: 4138203. Registered office at 100 Victoria Embankment, London, EC4Y 0HQ.

 

[Bullet]

Did kato really just say you should buy them again?

 

[tash75]

Did kato really just say you should buy them again?

Yes, I am not trying to cause any problems but i now have the proof its been lost from Hong kong to the UK as the email says i can't afford another set.

 

[Bullet]

Yes, I am not trying to cause any problems but i now have the proof its been lost from Hong kong to the UK as the email says i can't afford another set.

Wow that is not cool. You paid for a premium tracked service, said tracking shows the item has not arrived. Furthermore you have correspondance from parcel force stating the item is 'lost' you should either be refunded or a new set should be sent out. Being told to suck it up and buy another set is ridiculous! Regardless of price being told something like that is unacceptable nevermind when its close to 700 bucks worth of gear.

 

[mao86]

Good Luck tash75. I would think since it's lost you'll have an new one shipped out ASAP or at least your money refunded. Sorry to hear.

 

[chubbyman]

That sucks a lot Tash, Hopefully it gets resolved. The thing is Kato did deliver but it's the post office's fault, which they can't do anything about it

 

[Peteskywalker]

Wow that is not cool. You paid for a premium tracked service, said tracking shows the item has not arrived. Furthermore you have correspondance from parcel force stating the item is 'lost' you should either be refunded or a new set should be sent out. Being told to suck it up and buy another set is ridiculous! Regardless of price being told something like that is unacceptable nevermind when its close to 700 bucks worth of gear.

Im with Bullet on this one, the post office has declared it missing and that should be prof enough for Kato & Sean to offer replacement or refund.

I have always been a supporter of Kato and stuck up for him when people have complained about how much his stuff cost. But to pay those prices then to be told tough luck if it didnt turn up would be a real kick in the teeth.

 

[tominator56]

Not on really if you ask me. Tash should be refunded or a replacement sent out. It's not good business practice and word like this spreads fast. Who in the future will want to pay the premium he asks when his after care is non existent!?

Yes he sent the items but it's his responsibility to ensure his customer actually receives the product. And if that means a loss to him then so be it!

 

[Kato.E]

Wow that is not cool. You paid for a premium tracked service, said tracking shows the item has not arrived. Furthermore you have correspondance from parcel force stating the item is 'lost' you should either be refunded or a new set should be sent out. Being told to suck it up and buy another set is ridiculous! Regardless of price being told something like that is unacceptable nevermind when its close to 700 bucks worth of gear.

This is not true.

Here belows the EMS tracking link and it still clearly shows that the parcel is pending in the Custom :

https://app3.hongkongpost.hk/CGI/mt/enquiry.jsp

pls just enter the tracking no. EA161392025HK and then everthing is clear.

We can do nothing provided that We are able to get the reply from Post office that this is parcel lost , rather than it is just holding/pending/or even stealing by the custom
in UK.

 

[Kato.E]

Im with Bullet on this one, the post office has declared it missing and that should be prof enough for Kato & Sean to offer replacement or refund.

I have always been a supporter of Kato and stuck up for him when people have complained about how much his stuff cost. But to pay those prices then to be told tough luck if it didnt turn up would be a real kick in the teeth.

Hi Pete

If this is my personal project, I will definately take care of it personally.

For my personal project, I hv mentioned that people should use EMS for more safety and reliable service. Since they will hv compensation for parcel loss. They should also buy insurance if necessary.
While if they request for low declare value so as to avoid custom tax, I will told them that means they are willing to bear their own risk. It is fair to both parties.

I hv been doing such business for years and all of you are satisfied with it right? I cannot do anything which is out of my control such as the robbery & disaster in yr country.

It seems there is a misleading that there never been any declaration of parcel lost by the post office. I hv just post the link of EMS tracking, you may have a look.

This is not fair if the parcel is being held/pending or even stolen by the government of their country (not my country) while we need to be fully responsible for their government , right?

Sean are trying hard to contact with the post offcie to deal with this matter everyday.
.

 

[tash75]

Hi Pete

If this is my personal project, I will definately take care of it personally.

For my personal project, I hv mentioned that people should use EMS for more safety and reliable service. Since they will hv compensation for parcel loss. They should also buy insurance if necessary.
While if they request for low declare value so as to avoid custom tax, I will told them that means they are willing to bear their own risk. It is fair to both parties.

I hv been doing such business for years and all of you are satisfied with it right? I cannot do anything which is out of my control such as the robbery & disaster in yr country.

It seems there is a misleading that there never been any declaration of parcel lost by the post office. I hv just post the link of EMS tracking, you may have a look.

This is not fair if the parcel is being held/pending or even stolen by the government of their country (not my country) while we need to be fully responsible for their government , right?

Sean are trying hard to contact with the post offcie to deal with this matter everyday.
.

I have provided proof, Sean asked me for it in writing Parcel Force sent me an email stating the parcel has been lost of which I have sent to both yourself Kato and Sean. You also request payment as gift so it's ok when it's that way around, are you going to declare the real value of the items no as that would mean saying how much it exactly costs to make them. If I sold something to someone and it went missing I would replace if I could if not return the money. With any business's you take into account loss so as long as you have my money and Parcel force just say sorry that's all ok where as I have not got any items and lost money? You have the proof it's lost yet you ignore it.... I do not lie so saying things are not true really is unfair as I have proof.

 

[tash75]

Again here is the proof email sent yesterday it's only take 2 months for them to admit it so when they update the tracking who knows!

Dear Natasha Wall

Thank you for your email.

Please accept my apologies for any inconvenience caused.

I have checked the status of this item and our International Team contacted you 23/12/2013 and unfortunately they have declared your item missing regretfully, we are unable to accept a claim on an Import non-express item. Any claim for delay (if applicable) or loss needs to be submitted by the sender in the county of origin.

I am sorry for any further inconvenience this will cause.

If you require any further information or assistance, please reply to this email showing all conversations we have had on this enquiry.

Our hours of business are Mon to Fri: 8am to 5:30pm

Kind regards


Tracy Gregg
Parcelforce Worldwide
Customer Service Email Team

This email and any attachments are confidential and intended for the addressee only. If you are not the named recipient, you must not use, disclose, reproduce or distribute the contents of this communication. If you have received this email in error, please contact the sender and then delete this email from your system.

Parcelforce Worldwide is a trading name of Royal Mail Group plc. Registered in England and Wales. Registered number: 4138203. Registered office at 100 Victoria Embankment, London, EC4Y 0HQ.

 

[Dubby]

The bare fact is, a customer has bought an item and it has not been delivered. Tash has confirmation now that the parcel is lost. Any seller, especially shipping worldwide, should factor that there will be a small percentage of parcels that go astray.

Hindsight is a marvellous thing. Considering the purchase prices, which avid collectors happily pay, perhaps this is an unfortunate sign that you should insist on tracked, insured shipping OR be happy to bear the occasional loss.

I hope, for everyones sake, that this can be resolved amicably.