Lost Packages

Soralene21 -

Hello.

Colissimo has lost 3 packages.

I received 3 emails for these 3 packages from Colissimo acknowledging the loss.

Today, I received an email from them saying that after their investigation, one of these 3 packages was delivered to my mailbox (which is false), and the worst part is that they admit to having lost it.

Since January 2021, I have been calling 3631 (Colissimo), who tells me all sorts of things, hangs up on me, and uses vulgar language. I confess that I can't take it anymore. I'm fighting against windmills.

A 4th package was returned to the sender for the reason "no longer living at the indicated address," even though I have been living at that address for years.

Yesterday, Colissimo sent me an email saying that my package number such-and-such will be delivered in two days. Surprised (I was not expecting any packages), I checked the tracking for it on la poste.fr, where it states it is a registered letter. I wrote to Colissimo, who assures me that it is indeed a package but not intended for me.

Can anyone tell me what to do? I have around 300.00 euros of goods.

Thank you.

Soralene

7 answers

Answer 1 / 7
AgentMulder
I agree, it's pathetic. Colissimo has lost several packages for me even though they were marked as delivered.

Since then, I avoid this carrier or I make sure there will be a signature from the recipient.

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1. Soralene21
  
  Hello AgentMulder
  
  We no longer know which delivery service to trust. Even when asking for delivery against signature, there are problems.
  
  I have my packages delivered to my home because I have health issues that prevent me from going out.
  
  I am going to write to the postal mediator, this has gone too far...
  
  The sender of the package regarding the 2 emails that Colissimo sent me, the 1st to acknowledge the loss of this package and take responsibility for it, only for 2 months later to receive an email stating that they delivered this package to my mailbox, has refunded me. But I presume that Colissimo will not refund it as it should. If that is the case, do you know what recourse the sender has against Colissimo?
  
  0
2. AgentMulder
  
  @Soralene21Since there is insurance for each shipment, the sender will be able to claim this insurance since the post office will be unable to provide the proper proof of deposit. If there are too many losses, the sender would be wise to file a complaint against the post office, which would help determine where the packages are getting lost.
  
  As a sender, it's also important to make the right choices, meaning taking the appropriate insurance (packages with significant insurance tend to get lost strangely less often) or opting for a more expensive yet possibly more reliable transport. Deliveries to pickup points also seem to be more reliable (I've only had one issue with them in 10 years), but you need to find one near your home. And with the curfew at 6 PM, it's less easy to stop by.
  
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3. Soralene21
  
  @AgentMulderIs there insurance for each package taken out by the sender with Colissimo? If so, Colissimo is obligated to reimburse it, which means the sender loses nothing?
  
  Since 2018, I have been ordering from them, and I have never encountered any issues; the package was delivered to a pickup point. In 2 months, Colissimo has lost 3 packages and returned one to the sender for "no longer residing at the indicated address," even though I have lived here for years. I had to pay for delivery twice. The sender had it delivered to a pickup point, and there were no problems.
  
  I am going to start getting deliveries through Mondial Relay again.
  
  It's frustrating to fight against windmills. I was told to write to them via their email address, but I can't access it.
  
  0
Answer 2 / 7
Soralene21 Author
AgentMulder

We can imagine anything, that's for sure. But sending me an email confirming that Comissimo lost the package, and then two months later telling me it was delivered is truly a disgrace.

Thank you very much for taking the time to respond to me.

Have a good evening.

Soralene

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Answer 3 / 7
AgentMulder
It is possible that the delivery driver scanned the package and then kept it, which is why it appears as delivered. The sender can still try to make this point, but there is no proof of delivery with your signature.
So he cannot take action against you.

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Answer 4 / 7
Soralene21 Author
AgentMulder

Can the sender take legal action against me since Colissimo contradicts itself regarding this package? They are truly incompetent. I would have preferred to receive it. There are way too many problems with them. Even with "signature on delivery," there would still be delivery issues.

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Answer 5 / 7
AgentMulder
Unfortunately, you can't do anything to defend yourself against this.

But fortunately, as I mentioned earlier, as the recipient, you are not responsible for the sending and proper receipt of the package.
It is the sender and, by extension, the carrier who bear the burden of proof of the proper receipt of the package.

In this case, La Poste will not be able to provide proof of deposit since you did not sign anything. The package is then deemed lost based on your good faith, regardless of what La Poste says or writes.

If you want more legal explanations around this, you can go to this forum:
https://droit-finances.commentcamarche.com/forum/

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Answer 6 / 7
Soralene21 Author
Hello AgentMulder

Yes, of course, only the sender should contact Colissimo and refund me. That is not the question. I am receiving 3 confirmation emails from Colissimo stating that each package is lost, and they are taking responsibility for it, while yesterday I received an email from them stating that package no. whatever has been delivered to my mailbox, which is false, especially since I have their email confirming that this package is indeed lost.

1st email received from Colissimo on 12/01/2021:

You contacted us on 06/01/2021 regarding your package no.

Despite all the means implemented by our services, we have not been able to locate it and we are sorry. We therefore acknowledge its loss.

Additionally, we invite you to inform your sender in order to agree with them on the terms of compensation.

2nd email regarding the same package received on 05/03/2021

"We have taken your request regarding the delivery of your package no. very seriously. We would first like to thank you for all the information you provided us, which allowed us to re-examine your case.

However, no additional information allows us to conclude that there was an anomaly in the postal processing.

Indeed, your package was deposited in your mailbox on 19/12/2020."

So my question is, what can I do to defend myself against these falsehoods?

Thank you for taking the time to respond.

Best regards.

Soralene

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Answer 7 / 7
AgentMulder
Hello

As a person receiving the packages, you don't have many ways to take action. Only the sender is responsible.

For lost packages, the sender is therefore obligated to refund you.

Otherwise, try talking to the post office you depend on to see if they can do something or direct you to someone (sorting center).

In the future, if you can, avoid Colissimo.

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