We are hoping that the recent shipping issues reported in our last Shipping Woes x6 blog should now be a thing of the past - as we said at the time these problems are not the norm & getting things resolved to the satisfaction of our customers is the most important bit along with trying to make sure it doesn’t happen again.

After weeks of ongoing investigations by Parcel 2 Go they have advised that the DPD delivery to Italy has been lost - we believe that the parcel hasn’t actually been lost but is sitting in the DPD UK warehouse because the additional DPD surcharges that we were incorrectly asked to pay haven’t been settled by Parcel 2 Go so it will probably sit their indefinitely despite import charges & duties being paid by the recipient, who was the Telefono Difesa Animali, the cat charity in Italy that we donate to, with this package being a cut of coir carpet for them to refurbish their Love To Bits Tomcat.

The UPS surcharge made by Parcel Compare has been credited & we’ve settled the import charges & taxes for the delivery to Germany with DHL directly rather than having to expose our customer to more inconvenience & admin time.

The TNT/FedEx delay in delivering the Freestanding Tomcat to our customer in West London doesn’t seem to have taken the shine off things after the unit was eventually delivered as shown on the latest addition to the Thumbs Up page.

We decided to raise a claim on behalf of the customer who’s Tomcat was damaged by TNT/FedEX but this was rejected after the claim was initially approved on the basis that the packaging was not adequate - we have sent our units in the same double walled cardboard boxes for years now & never had an issue so asked TNT/FedEx could it be that the issue was not with the packaging but with their staff given that the person delivering the unit is clearly untrained & lacking basic common sense by not popping the unit on a trolley but instead deciding to drag it open ended from their vehicle to our customers front door as shown in the video below.

The failed UPS SixToo™ redelivery to New York by DHL was delivered on time without any issues - we paid the much higher £470 DHL rate given the situation but the real cost is much more as Parcel Compare have refused to refund us for the returned shipment & weeks after admitting that UPS are responsible for this service failure.

Parcel Compare are still emailing us on a weekly basis saying that they are still carrying out an investigation with UPS - we think this is probably something to do with the dispute that we have raised with our bank & an attempt by them to make it look like the case is still open when as we’ve already explained, it isn’t.

Again, apologies to all of the customers affected by this courier service failure & thank you again for the understanding & patience while we dealt with the various issues.

To recap we will not be using any courier resellers like Parcel Compare, Parcel 2 Go, Parcel Hero, for our deliveries moving forward as we think that the commercial arrangements between these companies & couriers compromises the service provided to us & our customers - UPS are on our black list of couriers basically because of their track record on applying unfounded surcharges on deliveries but more about their track record on being fundamentally untrustworthy & incompetent when it comes to fulfilling our deliveries.