HELP ME PLEASE

Hello Everyone,

I've faced with a big issue and I hope someone can help us. Around one month ago we shipped some of our items from Italy- Verona to UK-Newmarket. The service provided by Eurosender and DHL. We received our pack after 2 weeks because there was a strike on the port.

We paid for this invoice (1X 70x70x100 (41) kg) but we received (1X 70x70x100(4) kg) with 37 kg less!!!!! I didn't notice the weight of the box when I was signing the proof of delivery because I thought it's heavy and I can't carry more than 2 kg. Then we noticed another label that shows the sender has signed a paper and confirmed the delivery of One Carton for 15 kg with dimensions of "50X30X30" cm in Italy. The shipper changed the box and our items have been missed. After almost 2 weeks writing different emails, their respond was a big joke.

This is a part of their respond:

////"Since DHL Freight uses subcontractors in GB they label shipments again - therefore carton can have different labels. Origin terminal (Verona in this case) is responsible for entering correct data into the system. Based on labels we can see that our colleagues in VRN marked this shipment as 15 kg. Since in GB services are performed by company Palletways they re-label the shipment with their own labels. On this label we have 41 kg - so the package was heavier when arrived to GB."////

Also they asked for the invoices of goods packed in the package to start the claim. It was the complete frames of our pictures for wedding, childhood and graduations.

Honestly now I am so upset and while we are new in UK, I don't know how to deal with such as this mass, I am sure it's my right but I don't know how can I follow it up by the legal issues.