Item damaged in shipping
Answered
I won an auction for a framed print which arrived with broken glass and the print was damaged. A dispute has been made with NZ Post by the seller, however it's been nearly 3 months since NZ Post got the print to assess. I have phoned them to see what's going on and they have now forwarded the claim to customer advocacy as it looked as though it hadn't been assessed. I paid $300 for this print. I am really upset now because it doesn't look as though I will be getting any kind of a refund or a replacement print and it is well past the time frame for dispute resolution. The seller has been lovely but hasn't offered a refund or replacement, and seems to have no sense of urgency for getting this sorted out. I'm looking for advice.
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Callum Community SuperuserHi Rahbeka. The obligation for this one lies strictly with the seller. Even legally so if they were "in-trade".
Glass is a very tricky thing to send. Unless the packaging was good. Very very good, you might find the claim gets rejected by NZpost anyway. So you need to be hounding the seller, Forget about NZ Post. You paid the seller to get an item to you in good condition. They didn't do that. They need to sort it.
Sounds like you are doing all you can at this stage. Just keep the pressure up is about all you can do.
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Thank you. I'll keep on doing what I'm doing then.
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Without Knowing all the ins and outs and what been agreed to already - I feel as though what should be happening, is that the seller should be refunding you your $300 and then chasing their own refund / claim from NZ Post, I don't think that you are supposed to be stuck like this.
I also suspect that if NZ Post knew it was a print/painting behind glass, they might have refused to take it... (which could be the cause of the hold up????)
Dont Let it go Rahbeka - Good Luck, make sure you are keeping all the emails etc.
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Unfortunately, if it has dragged on this long, NZ Post aren't going to pay out as the item sent was prohibited, but then under the restricted list, they can be sent - see below:
https://www.nzpost.co.nz/personal/sending-in-nz/restricted-prohibited-items#restricted-items
Because the package arrived broken, obviously wouldn't have survived a 1.2m drop - and that's one of the conditions in sending a painting. Was the parcel sent by courier post or just by parcel post? If the parcel was sent by parcel post, the seller's not going to get anything as the painting was worth more than $250. I wouldn't send a painting via nz post. 0
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