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AddressPal lost most of my package

  • 12-06-2021 2:54pm
    #1
    Registered Users Posts: 3,255 ✭✭✭


    I review stuff for Amazon and get to keep what they send me. Sometimes I have to use AddressPal for higher value items, so I pay their fees and the customs if due.

    I had the option to review a CCTV system valued just shy of €800. AddressPal received the item this week and delivered today. They valued the item at €80 and I happily paid the fee. Courier left large box at door today and I took it in right away. Box had been opened presumable for them to put customs value on it.

    So, I open the box to find a slightly smaller box which had been opened at the bottom. I opened that box and it should have 8 cameras, 8 cables and a hard drive (NVR). It had 4 cameras and 2 cables :eek:

    The weight AnPost put on the box is nearly 4.5kg. The weight I received was 2.5kg, so AnPost lost most of my order. Of course they are closed today. I filled in the form with the value, but I don't know what angle to come from. I didn't pay for the item, except for what AnPost charged me, plus the customs fee. But the item value is still the best part of €800 and I was looking forward to setting it up, as I had been looking at CCTV kits recently anyway.

    I would order the same or very similar kit, which is probably why I was offered this kit to review in the first place. I've told amazon about the issue and they have removed the item from my review requirement, but it doesn't look good for a high value item to be scratched from my review account.

    How should this approached and can AnPost wipe their hands clean because I didn't buy the item? DPD were used to deliver the item to AddressPal, so as far as Amazon are concerned, the item was delivered to the correct address with everything inside judging by the recorded weight at AddressPal.

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Comments

  • Registered Users Posts: 3,817 ✭✭✭Darc19


    Impossible to prove.

    And if the declared value is €80 which was probably to avoid vat and duty, that's the maximum claim.


    Seems you claiming to the tax authorities that the item is €80 value and claiming to DPD/addresspal that it is €800?

    The €80 is your official declared value.

    An post may have used volumetric weight as addresspal uses air services for shipping


  • Registered Users Posts: 3,255 ✭✭✭...Ghost...


    Darc19 wrote: »
    Impossible to prove.

    And if the declared value is €80 which was probably to avoid vat and duty, that's the maximum claim.


    Seems you claiming to the tax authorities that the item is €80 value and claiming to DPD/addresspal that it is €800?

    The €80 is your official declared value.

    An post may have used volumetric weight as addresspal uses air services for shipping

    You are incorrectly making an assumption. I didn't declare any value. They declared it at €80 themselves. I was expecting to pay close to €200 in customs.

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  • Registered Users Posts: 3,817 ✭✭✭Darc19


    You are incorrectly making an assumption. I didn't declare any value. They declared it at €80 themselves. I was expecting to pay close to €200 in customs.

    Apologies, I read it that this was the declared value. That may suggest that not everything was in the box.

    Plenty of stories of Amazon themselves having problems with dispatch - I got an empty Sony Xperia box from them and it took a month to get a refund.

    See what Amazon say.


  • Registered Users Posts: 3,255 ✭✭✭...Ghost...


    Darc19 wrote: »
    Apologies, I read it that this was the declared value. That may suggest that not everything was in the box.

    Plenty of stories of Amazon themselves having problems with dispatch - I got an empty Sony Xperia box from them and it took a month to get a refund.

    See what Amazon say.

    No problem. The weight recorded by AnPost would be about the right weight of the full contents. Half the stuff was missing and I recorded half the weigth when I received the box. The stuff went missing after AnPost weighed it and declared a value.

    Amazon won't hold me to it. It's no skin off their back. The loss is to the company who paid for the product and expect an honest review. Of course, I'm also affected because I don't get the product I was lucky enough to be offered.

    I actually did an unboxing video as part of the review which is when I discovered half the stuff was missing. I'm wondering if AnPost could be held responsible for the lost value, which is about €470 (4 cam system and extra cables) or can they wriggle their way out because I didn't pay Amazon for the product.

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  • Registered Users Posts: 664 ✭✭✭cap.in.hand.


    No problem. The weight recorded by AnPost would be about the right weight of the full contents. Half the stuff was missing and I recorded half the weigth when I received the box. The stuff went missing after AnPost weighed it and declared a value.

    Amazon won't hold me to it. It's no skin off their back. The loss is to the company who paid for the product and expect an honest review. Of course, I'm also affected because I don't get the product I was lucky enough to be offered.

    I actually did an unboxing video as part of the review which is when I discovered half the stuff was missing. I'm wondering if AnPost could be held responsible for the lost value, which is about €470 (4 cam system and extra cables) or can they wriggle their way out because I didn't pay Amazon for the product.

    It seems your not looking for a monetary refund from an post.... just the missing goods....no harm to contact them on the missing parts from your package which is your main concern.


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  • Registered Users Posts: 3,255 ✭✭✭...Ghost...


    It seems your not looking for a monetary refund from an post.... just the missing goods....no harm to contact them on the missing parts from your package which is your main concern.

    Yeah, I just want what I was supposed to receive. But if they have lost the rest of it, or it was stolen while in their care, I was wondering how it could/should be tackled under the circumstances. If they want a receipt or proof of purchase, the cost says €0 because that's what I pay for items offered for review, but the listing says €780 for anyone buying.

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  • Registered Users Posts: 664 ✭✭✭cap.in.hand.


    Yeah, I just want what I was supposed to receive. But if they have lost the rest of it, or it was stolen while in their care, I was wondering how it could/should be tackled under the circumstances. If they want a receipt or proof of purchase, the cost says €0 because that's what I pay for items offered for review, but the listing says €780 for anyone buying.

    You got it as a gift...the gift is valued at £780...their service was used to deliver your full package to you safely....they haven't fulfilled this.


  • Registered Users Posts: 3,255 ✭✭✭...Ghost...


    You got it as a gift...the gift is valued at £780...their service was used to deliver your full package to you safely....they haven't fulfilled this.

    I'll see what they say and update the thread. cheers

    Stay Free



  • Registered Users Posts: 5,323 ✭✭✭JustAThought


    I'll see what they say and update the thread. cheers

    I’d also make a formal complaint about the parcel being tampered with. If you have the 2 opposing weights as proof that’s a good start. I regularly used get my post slit open and resealed - with cellotape - and packages ‘missing’. I filled in the standard forms and got blown off. But after I made a formal complaint seperately & in person to the area inspector the problem never happened again.

    It pisses me off that even if you pay for registered post from source to the address that of its an overseas address they just shrug off their reaponsibilities and say they can’t trace or follow up what happens it once it goes into departures at Dublin airport. It seems like a scam ripe for exploitation and abuse.

    I’d follow it up.
    I’d also consider letting known that part of your review will be the shipping/Post service. They may not want more bad news following them.


  • Registered Users Posts: 3,817 ✭✭✭Darc19


    I’d also make a formal complaint about the parcel being tampered with. If you have the 2 opposing weights as proof that’s a good start. I regularly used get my post slit open and resealed - with cellotape - and packages ‘missing’. I filled in the standard forms and got blown off. But after I made a formal complaint seperately & in person to the area inspector the problem never happened again.

    It pisses me off that even if you pay for registered post from source to the address that of its an overseas address they just shrug off their reaponsibilities and say they can’t trace or follow up what happens it once it goes into departures at Dublin airport. It seems like a scam ripe for exploitation and abuse.

    I’d follow it up.
    I’d also consider letting known that part of your review will be the shipping/Post service. They may not want more bad news following them.

    Far too much conjecture here.

    1. How do you know that it was shipped with full contents

    2. How do you know that it was not tampered with in delivery to addresspal

    3. If description is not on the outside, a parcel can be opened for inspection purposes

    4. I simply don't believe the "I regularly got post slit open" - that's BS.

    5. International tracking is dependent on the postal systems of the destination country. It won't show intermittent scans. In many countries you will only see when it has been delivered. That's the system, an post don't have any control over other country systems. If you want scan every step, use and pay for ups/FedEx service.


    Yes follow up, but adding that you will put their response in a review is childish and stupid and will almost certainly see a feck you response.


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  • Registered Users Posts: 10,410 ✭✭✭✭Jim_Hodge


    Darc19 wrote: »
    Far too much conjecture here.


    4. I simply don't believe the "I regularly got post slit open" - that's BS.

    5. International tracking is dependent on the postal systems of the destination country. It won't show intermittent scans. In many countries you will only see when it has been delivered. That's the system, an post don't have any control over other country systems. If you want scan every step, use and pay for ups/FedEx service.


    Agreed. We get a couple of international packages to the house every week. Not once has one been opened.


  • Registered Users Posts: 3,255 ✭✭✭...Ghost...


    Darc19 wrote: »
    Far too much conjecture here.

    1. How do you know that it was shipped with full contents

    2. How do you know that it was not tampered with in delivery to addresspal

    3. If description is not on the outside, a parcel can be opened for inspection purposes

    4. I simply don't believe the "I regularly got post slit open" - that's BS.

    5. International tracking is dependent on the postal systems of the destination country. It won't show intermittent scans. In many countries you will only see when it has been delivered. That's the system, an post don't have any control over other country systems. If you want scan every step, use and pay for ups/FedEx service.


    Yes follow up, but adding that you will put their response in a review is childish and stupid and will almost certainly see a feck you response.

    I can answer to a couple of those questions.

    1. Amazon shipped the parcel with DPD to my UK AddressPal address. AnPost weigh the item themselves when received and put their own sticker on the box, covering the original sticker while processing the item. The weight was 4.5kg when AnPost weighed it, but I only received 2.5kg.

    2. There is no way to know that, but AddressPal (AnPost) gave me something lighter than they received.

    3. This has happened every item I received via AddressPal, with or without description.

    4. Every item I have received via AddressPal has been resealed without exception. It doesn't happen when I receive stuff via DPD or any other courier service.

    Stay Free



  • Registered Users Posts: 5,323 ✭✭✭JustAThought


    My making a formal complaint stopped my lost parcels going missing and ended
    my letters being slit open and reaealed. Its not complex - you ring the person and say did you open and reseal the letter - they say no - you go
    together to report the letter
    opened post delivery and money or gift card missing. Just because someone dosn’t want to think people-An Post employees - are stealing from the post dosn’t mean it isn’t happening.

    Since I made a formal complaint and asked for
    it to be investigated it hasn’t happened again since.

    Look also at that postman caught in Wicklow - YEARS of half bags of undelivered post found in his house and shed/garden. Been going on for decades and had been shrugged off for
    years. Everybody was right.


  • Registered Users Posts: 3,817 ✭✭✭Darc19


    I can answer to a couple of those questions.

    1. Amazon shipped the parcel with DPD to my UK AddressPal address. AnPost weigh the item themselves when received and put their own sticker on the box, covering the original sticker while processing the item. The weight was 4.5kg when AnPost weighed it, but I only received 2.5kg.

    2. There is no way to know that, but AddressPal (AnPost) gave me something lighter than they received.

    3. This has happened every item I received via AddressPal, with or without description.

    4. Every item I have received via AddressPal has been resealed without exception. It doesn't happen when I receive stuff via DPD or any other courier service.

    Work out the volumetric weight. Addresspal use air mail, so volumetric weight should be calculated.

    When someone sends something with DPD they make a customs declaration and DPD (and DHL, FedEx, ups) take this as accepted.

    When using addresspal, it is addresspal that are making the customs declaration, not the sender. Therefore they inspect packages and state that too.

    Here are the terms and conditions you have agreed to
    https://addresspal.anpost.ie/terms-and-conditions


  • Registered Users Posts: 3,255 ✭✭✭...Ghost...


    Darc19 wrote: »
    Work out the volumetric weight. Addresspal use air mail, so volumetric weight should be calculated.

    The volumetric weight is 24kg. I had already ruled that out because it was a large box. They provide the mass to the customer and this is listed on the online account and the physical sticker.
    When someone sends something with DPD they make a customs declaration and DPD (and DHL, FedEx, ups) take this as accepted.

    When using addresspal, it is addresspal that are making the customs declaration, not the sender. Therefore they inspect packages and state that too.

    Here are the terms and conditions you have agreed to
    https://addresspal.anpost.ie/terms-and-conditions

    I expected as much. I was answering to the comment which suggested the other poster was talking BS for opened parcels.

    Stay Free



  • Moderators, Business & Finance Moderators, Sports Moderators Posts: 14,822 Mod ✭✭✭✭whiterebel


    My making a formal complaint stopped my lost parcels going missing and ended
    my letters being slit open and reaealed. Its not complex - you ring the person and say did you open and reseal the letter - they say no - you go
    together to report the letter
    opened post delivery and money or gift card missing. Just because someone dosn’t want to think people-An Post employees - are stealing from the post dosn’t mean it isn’t happening.

    Since I made a formal complaint and asked for
    it to be investigated it hasn’t happened again since.

    Look also at that postman caught in Wicklow - YEARS of half bags of undelivered post found in his house and shed/garden. Been going on for decades and had been shrugged off for
    years. Everybody was right.

    AddressPal have it in their T&Cs that they can open boxes. They have to for
    A) valuation for customs
    B) Prohibited articles, as it moves by plane.


  • Registered Users Posts: 3,255 ✭✭✭...Ghost...


    I rang them this morning and spoke to a nice lady. I told her what happened and what was missing. Provide value of goods, but also checked amazon and found that it will cost just under €500 to replace the missing items, so I gave the price of the missing parts and she will get onto the warehouse about it. I should hear back within 24 hours to my email.

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  • Registered Users Posts: 6,048 ✭✭✭Truckermal


    How do you become a reviewer to try stuff out?


  • Registered Users Posts: 3,255 ✭✭✭...Ghost...


    Truckermal wrote: »
    How do you become a reviewer to try stuff out?

    With Amazon, you have to be invited by them. They select people who have provided reviews which people find helpful. There are youtube videos on how to get picked, but they are mostly rubbish. If you are chosen, you have a list of products you can request which is like a free-for-all flash sale. Most items appear and disappear in seconds.

    You could also join sampleit.ie and get stuff sent once monthly to try and review. I do it because I enjoy reviewing stuff and the freebies are a bonus. I give most of it away.

    Stay Free



  • Registered Users Posts: 3,255 ✭✭✭...Ghost...


    Update:

    I had been asked to confirm the number of packages the shipment was in and I confirmed with Amazon and other customers that it was indeed 1 package only. The box which had been opened and re-sealed by AddressPal had just enough room to have comfortably fit the missing items. I had offered to send them the unboxing video when they requested additional "proof" about the package but they didn't accept my offer.

    On Thursday, they have declined my compensation with the reason being that the seller likely didn't sent missing contents. They provide no explanation about the weight difference and rather than offering to answer any questions, they refer me to their terms and conditions if I have any. They further suggest I seek compensation from the seller, so they either didn't read the complaint, or they sent me a copy/paste refusal.

    I've given them 5 working days before I take it further.

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  • Registered Users Posts: 3,255 ✭✭✭...Ghost...


    Update 2:

    Another CS person got back to me and said he would look into it. He said he looked at the linked item and said it should have weighed over 7kg and that the item only weighed 4.5kg. He said he reviewed CCTV and saw no evidence that any items were removed.

    I explained the weight listed on the listing was irrelevant and are often wrong; that the system would weigh under 5kg. I gave an example where the same kit was marked as 11.2kg. He didn't seem to grasp that they weighed the item at 4.5kg and I received 2.5kg in a half empty box.

    I won't bore you with the details, but I asked a few simple questions and he didn't answer them. I asked that he hold onto any records or CCTV until it's resolved. Not satisfied, I said I would take it further and he advised me to contact the the AnPost Customer Advocate support section. Anyone any experience with this service? They take up to 30 days to get back to you which is a bit much considering it's been about 3 weeks since I reported the problem to AddressPal.

    The kit I was sent is no longer available for purchase. There are different variants of it, but not the exact kit, so I'm at a loss of a full system now.

    I had a €400 air purifier sent to them last week. It was delivered on the 2nd and I have not had any notification from them. Usually I get email within 24 hours, but nothing yet. I'm thinking they have some serious theft issues for Amazon items.

    I won't ever use AddressPal again. I've seen from others and now personally experienced their sh1tty customer service.

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