Trade in returned handset lost by Royal Mail

[danmarkfurness]

I recently upgraded my phone. Received the new handset no issues and then a couple of days later I returned my old phone in the returns pack that was sent out. Didn't think anything of it and have done this a few times over the years with no issues. 

Following the tracking of the device it became apparent that there was an issue as it had not updated for well over a week. Checked with EE to see if it had been received and then contacted Likewize who are the trade-in partner. Eventually they received a package but with a letter explaining the item was not there. So someone has made off with the phone 😞 I never insured it myself as I anticipated it would arrive and the package was covered. Lesson learnt. 

The cost of the handset is now on my next bill which I have cancelled Direct Debit for as cannot afford to pay all that out at once. Hoping to speak with someone and setup a payment plan over a few months. 

Anyone else suffered a similar fate?

[danmarkfurness]

Good luck! My parcel eventually arrived 3 weeks after it was due in a package with a note saying the parcel was lost. 

I have done a trade-in 3 times or so over the years in the same manned with no problems. I will be more hesitant the next time for sure. I'm unsure how much it is insured for with Royal Mail directly. Too late now but next time I'll be taking pictures of the phone and everything. 

EE support is completely pointless over the phone or chat until you raise it on their website trust me 

[Nellie69]

I've had the same thing happen to me today.  Before Christmas I upgraded 2 phones and also my TV package.  3 separate items sent back and according to EE 2 of these have not been received back although I posted them in December.  Sadly I've lost the tracking information as I've moved house.   I've had to pay for the TV equipment and just this morning I received a bill for £495 for a trade in phone.  Like you I can't afford to pay this but had to as I felt I would get a bad credit rating.  

What I want to know is how on earth 2 out of 3 parcels can  just vanish into thin air and both at my expense.  

I've been with BT or EE all my adult life and this is how I'm treated.  I will be changing company when my next renewal is due.  

One very upset and angry customer

[Katie_B]

Hello @Nellie69. 

Thanks for coming here. 

I am sorry to hear that your return has been lost. 

When you spoke to our customer care team did they open a case for this?

What was advised by the agent?

Katie

[Lpsmith82]

This looks to be a running theme. I have asked EE to provide me the parcel label so I can get the post office to track. The answer was likewise don’t have a copy! This was over 3 months ago I posted it then got hit with a Bill

[Ali_A]

@Lpsmith82 

Sorry to hear about your missing parcel. 

Have you called Likewize to ask for the tracking number that was on the returns bag? 

Although the pre-paid returns is for standard delivery, it's recommended to upgrade the postage to so that it's insured for loss. If you have done this, you may have received a new tracking number from the post office, which would only show on your receipt. 

Ali

[Nellie69]

Thanks for your reply.   I didn’t actually think there was anyway to find that information out.    So Likewize are responsible for sending out the bags.  I’ll google the company and call.   

[Millywapz]

EE will say:

EE & Likewize Services UK Ltd do not accept any responsibility for any device(s) being lost in transit. We strongly recommend that you used the insured option when returning your device.

but…….

1. They Cannot Contract Out of Statutory Rights

Under the Consumer Rights Act 2015, a seller cannot avoid liability for goods returned using their provided method.

• Even if EE/Likewize state “we’re not responsible for lost devices,” this cannot legally override Section 20, which says:
  The risk of loss passes to the seller only when they receive the item or once the consumer has followed the seller’s return instructions.
• You used the prepaid envelope they provided, so you complied with their instructions. Legally, the risk remains with them, not you.
  
• 2. Insurance Recommendation Doesn’t Shift Risk
  Their statement recommending insured postage is just advice, not a legal requirement.

• You are not obliged to pay for insurance unless it’s explicitly stated in the return terms.
• Choosing the standard prepaid envelope they provided does not make you liable if the item is lost.
  3. Likewize’s Role
  Likewize is a third-party handling returns on EE’s behalf.

• Responsibility still rests with EE (the seller), because you followed the return process provided by them.
• Likewize’s disclaimer is not a legal shield; they act as the agent of EE.
  Bottom Line
  EE/Likewize trying to disclaim responsibility does not absolve them.

• Because you:
• Followed the provided return instructions, and Have proof of postage,
• …you are not liable for the lost device. EE is legally responsible to either:
• Acknowledge receipt, or

• Refund/reverse any charges.