I sent an eBay item to Saudi Arabia at the cost of £112.67 (buyer paid £55 and I had to cover the rest), with full protection and even paid extra for a guaranteed delivery date of January 13th. Package was delivered on January 15th, which means I was able to claim for a full refund of the shipping but it was rejected because they claimed delivery was attempted and unsuccessful, despite the tracking page showing that it was still in transit and hadn't reached the delivery depot until the 15th. So that was money wasted, as their delivery guarantee means nothing. Then the package was finally delivered and my buyer noticed damage to the outside of the box, so he took photos of the box being opened while the delivery driver was still there watching him. Inside, the item was destroyed at one end - a very expensive KORG synthesiser. The video and photos show him opening the box, and the first thing I noticed was that the bubble wrap that went several times around the keyboard was completely missing. Not only that, but the polystyrene at the right of the keyboard between the keyboard and the power supply was also completely missing. It was the power supply that ended up causing the damage to the keyboard, smashing through it and making it unusable, as well as destroying the power supply. When I claimed, I was told that musical instruments were only covered for loss, and not damage. I accepted that fact, but brought it to their attention that this should surely be in the case of the sender's packaging being used, and that if the sender's packaging is removed then the fault lies with those responsible for removing the actual protection. My claim was rejected. I called them and spoke for almost an hour, but the outcome was the same and the representative wouldn't even acknowledge the photos of the missing protective packaging and instead focused on the fact that it was a musical instrument. Yes, a musical instrument which would have arrived safely if the myriad protective packaging had been left intact and not removed. After being told that there was nothing they could do, I took to Twitter. Same thing. Then, I went with their online chat, and spent almost an hour being bounced from Saran to Georgia, and then eventually to John. All of whom told me, unreservedly, that they wouldn't entertain my claim because it was a musical instrument. No matter how many times I reiterated that this is acceptable within their terms IF the packaging remains intact and the fault therefore lies with the person who packaged the item up, in this case it's not the same. Because someone removed the very packaging that protected the keyboard from damage. So now, because someone somewhere along their chain decided to open the package and not replace any of the protective packaging, I no longer have the keyboard to resell as it is non-functional, and I'm also down the £400 that the buyer paid, as well as £112.67 for shipping. This wasn't my first time using Parcel2Go, but it's the first time I've had to place a claim, and I'm disgusted by how long it takes their representatives to actually reply to a realtime conversation, how their telephone agents refuse to consider anything other than whatever is written within their contingency manual, and how nobody there will accept that, but for the fact someone had physically removed all of the protective packaging, the keyboard would still be fully intact and functional. Their insurance is 100% worthless. Their guaranteed delivery premium is equally worthless. The company is a sham.