Still no €2,625.47 refund despite PostNL confirming the parcel was lost
I have been trying to recover €2,625.47 from VoordeelHelmen for almost four months for an order I never received.
From the beginning, I repeatedly asked VoordeelHelmen to investigate how the parcels were actually delivered: who received them, who signed for them, where they were left, and whether they had been left unattended. Instead, the company repeatedly focused on the delivery address and attributed responsibility to me. I have explained many times that I was still living at that address when I placed the order and that my complaint was never about where they sent the parcel, but about how PostNL actually delivered it.
Eventually, I had to contact the Belgian Postal Ombudsman myself. Following that referral, PostNL investigated the delivery and confirmed in writing that its driver had acted incorrectly, left the parcel unattended, and that this resulted in the loss of the parcel and its contents.
VoordeelHelmen then questioned the PostNL communication and told me they wanted PostNL to confirm the result directly to them. I contacted PostNL again, and on 18 September PostNL sent the investigation result directly to both VoordeelHelmen and me.
I expected that this would finally result in my refund. Instead, the position changed again.
VoordeelHelmen is now saying that they cannot refund me until their delivery partner, MyParcel, completes its own process and approves their insurance claim. They have even confirmed that MyParcel could potentially reject their claim for contractual or other reasons.
This is extremely frustrating. Each time I provide the information or confirmation I am told is required, another condition appears. First the issue was said to be the address, then the PostNL investigation had to be verified, then they required direct confirmation from PostNL, and now I am being told I must wait for MyParcel.
VoordeelHelmen already has PostNL's investigation result and can forward it directly to MyParcel if necessary. I do not understand why their separate insurance or commercial claim should prevent them from refunding a customer who never received the goods.
Almost four months later, VoordeelHelmen still has my €2,625.47, while I have neither the goods nor a refund.
I will update this review immediately if VoordeelHelmen resolves the matter and refunds me.
