How Parcelforce Foolishly Delivered My £2,000 Wedding Dress to a Scammer | Money

I was scammed after selling my wedding dress on Facebook Marketplace for £2,000. The scam only became apparent after Parcelforce collected the parcel.

I urgently contacted Parcelforce’s out-of-hours chat to cancel the delivery since their offices were closed. They assured me they would submit a written request, but there were no guarantees.

The next morning, as soon as their customer service lines opened, I called and used their automated service to reschedule the delivery to a different address.

I called again to speak to an agent, but unfortunately, they informed me that there was nothing they could do. They provided me with the email address for their “stop & return” service, but even they were unable to assist.

My partner also contacted Parcelforce and managed to convince an agent to stop the delivery. However, just 15 minutes later, the tracking app indicated that the item had been delivered.

In today’s technologically advanced world, it is perplexing that there seems to be no way to notify drivers or update systems for future deliveries. Parcelforce’s website is filled with advertisements proclaiming to “stamp out scams,” yet they take no action when a scam is reported.

I have made numerous calls demanding that Parcelforce honor my £2,000 insurance claim, but they consistently claim it’s not their responsibility.

HP, by email

You used the Parcelforce ExpressAM service, which guarantees delivery by midday on the next working day. Unfortunately, redirecting the parcel back to your address requires an initial delivery attempt.

While Parcelforce claims to attempt intercepting fraudulent items, it is not a guaranteed service but rather a best endeavor.

To consider any request, you must email Parcelforce with complete details, including a police crime reference number, evidence of the fraud (emails, fake bank transactions, messages, and non-payment). Your email did not provide all the necessary information.

Parcelforce expressed sympathy but confirmed that you are not eligible for compensation. “As the parcel was delivered to the correct address, there are no grounds for a lost or damaged claim.”

While this has been distressing, I believe some of your frustration should be directed towards Facebook Marketplace, where the actual scam occurred.

We appreciate your letters but cannot respond individually. Please email us at [email protected] or write to Consumer Champions, Money, the Guardian, 90 York Way, London N1 9GU. Include a daytime phone number. Letter submissions and publications are subject to our terms and conditions.