First Order from Toro

[Parko]

Placed my order and paid, all went fine with QC pics.

Today the DHL parcel turned up and it looks like some thieving scumbag has cut the bag open taken the watch and resealed the bag!

Email Toro and am awaiting a response.

 

[cornholio]

ouch that sucks, good luck though toro is a great TD

 

[Striken]

Did you make a note to the driver that the package was damage?


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[Parko]

Wife took delivery and didn't notice the damage, it was cut down the side if the plastic bag and then taped over so you wouldn't notice, also they waybill was missing.

 

[Striken]

In this case Toro is the one paid for the transportatition and he has to file a claim.


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[Del Boy]

I deal with DHL all the time. They weigh it at every stage, so they will know if it was the driver or at customs etc.

Seems very unlikely though. Be interesting to see the tracking information.

Toro hopefully on the case for you.

 

[Parko]

I can only assume it was either the depot in the UK or the driver, if the waybill was missing it wouldnt have got through customs, I've taken pictures of the packaging and sent them to Toro.

Hopefully he can claim the full value from DHL. Here's the tracking log

Thursday, August 06, 2015 at 12:24 Origin Service Area: HONG KONG - HONG KONG - HONG KONG Destination Service Area: BIRMINGHAM - BRIERLEY HILL - UK

1 Pieces

Thursday, August 06, 2015	Location	Time	Pieces
14	Delivered - Signed for by : PARKES	BRIERLEY HILL	12:24	1 Pieces
13	With delivery courier	BIRMINGHAM - UK	08:38	1 Pieces
12	Arrived at Delivery Facility in BIRMINGHAM - UK	BIRMINGHAM - UK	07:02	1 Pieces
11	Departed Facility in EAST MIDLANDS - UK	EAST MIDLANDS - UK	05:38	1 Pieces
10	Processed at EAST MIDLANDS - UK	EAST MIDLANDS - UK	05:21	1 Pieces
9	Clearance processing complete at EAST MIDLANDS - UK	EAST MIDLANDS - UK	04:01
8	Arrived at Sort Facility EAST MIDLANDS - UK	EAST MIDLANDS - UK	03:16
7	Customs status updated	EAST MIDLANDS - UK	02:16
6	Departed Facility in LEIPZIG - GERMANY	LEIPZIG - GERMANY	02:39
5	Transferred through LEIPZIG - GERMANY	LEIPZIG - GERMANY	02:36
Wednesday, August 05, 2015	Location	Time	Pieces
4	Departed Facility in HONG KONG - HONG KONG	HONG KONG - HONG KONG	17:16
3	Processed at HONG KONG - HONG KONG	HONG KONG - HONG KONG	17:07
2	Arrived at Sort Facility HONG KONG - HONG KONG	HONG KONG - HONG KONG	12:59
1	Shipment picked up	HONG KONG - HONG KONG	03:20	1 Pieces

 

[Parko]

Well looking at Toro's website is appears I won't get a replacement.

7. - If package was delivered and the goods were stolen, we are not responsible for that, we cover your loss only if package was not delivered or seized by the customs. PLEASE DO NOT SIGN FOR EMPTY OR HEAVILY DAMAGED PACKAGES.

 

[torobravo]

If you saw the package was empty you should´t have signed for it. Since you signed, I cannot do too much claim with the shipping company.

 

[Parko]

If you saw the package was empty you should´t have signed for it. Since you signed, I cannot do too much claim with the shipping company.

My wife didn't see the package was empty, it was taped up so it looked fine, I have spoke to DHL and they say you can still claim.

Why can't you claim from DHL, I have emailed you photos of the packaging.

 

[JimLahey]

Why would your wife sign for an empty box. Couldn't she feel that there was nothing in there.

 

[Parko]

How would she know it was an empty box? Do you weight every package you receive to check the weight?

 

[JimLahey]

What was in the box? Bubble wrap or anything like that?

 

[Parko]

Yep bubble wrap and the box

 

[JimLahey]

Have you talked to DHL?

 

[Del Boy]

I think saying stuff like "why sign for an empty box?" is a little unfair as you wouldn't deliberately sign for an empty box.

If TDs start providing weight of packages then I will happily make DHL wait whilst I weigh it on my digital kitchen scales.

 

[d4m.test]

The case is unfortunate but sounds completely logical. What would be the correct procedure in such a case (package was damaged but this went unnoticed and accepted)?
Should the OP/receiver file a local complaint? (tell Phil Couchman, CEO DHL Express UK?)
Doesn´t anybody have a practical experience on this?
Or is it lost to the great vacuum due to the more sensible content?

 

[Parko]

The case is unfortunate but sounds completely logical. What would be the correct procedure in such a case (package was damaged but this went unnoticed and accepted)?
Should the OP/receiver file a local complaint? (tell Phil Couchman, CEO DHL Express UK?)
Doesn´t anybody have a practical experience on this?
Or is it lost to the great vacuum due to the more sensible content?

DHL UK say that the shipper needs to claim and that even though it was signed for a claim can still be raised.

Toro's response is that because it was signed for then there's nothing he can do, I fail to see what difference signing for rather than refusing delivery has to do it.

If I refused the delivery he would have to send a replacement and make a claim, but because I signed he suddenly isn't able to claim from DHL and I should lose out, seems harsh.

I have emailed him pictures of the packaging as well but had no response.

Too bad I was hoping to purchase again from Toro but this whole thing has left a sour taste.

 

[d4m.test]

DHL UK say that the shipper needs to claim and that even though it was signed for a claim can still be raised.

Toro's response is that because it was signed for then there's nothing he can do, I fail to see what difference signing for rather than refusing delivery has to do it.

If I refused the delivery he would have to send a replacement and make a claim, but because I signed he suddenly isn't able to claim from DHL and I should lose out, seems harsh.

I have emailed him pictures of the packaging as well but had no response.

Too bad I was hoping to purchase again from Toro but this whole thing has left a sour taste.

Bad for You, but I am sure Toro as experienced "shipper" has had his bad experiences with DHL and this specific situation before. DHL most probably claims it was the receiver that tore the package apart or whatever - how to prove? Next DHL wants a police report against unknown, which You have to file etc, etc. there are many possibilities.
That´s why I was asking if You as the receiver and by locally identifying Yourself can do anything or if somebody has additional experience on this.

 

[kampachi]

Don't bother. I have experienced the exact same thing and even started a thread about this .This issue will continue being a loop hole and we buyers will be at the losing end. I agree with the post above, how are we supposed to weigh our package when signing for it?