Internet Express dropped my monitor in transit, then blamed my packaging – Bobshop failed to properly mediate

Failure to properly mediate claim on order *** – Internet Express dropped monitor, Bob Shop shifted all blame to packaging and closed ticket Body (ready to send or post): Good day Bob Shop Support / Management, I am writing regarding order *** (ticket originally handled under Bob Shop and later Internet Express ticket ***). The buyer received a cracked, unusable monitor. After reviewing the photographs, Bob Shop correctly noted that the packaging consisted of a single layer of plastic and a cardboard box with insufficient internal cushioning. You advised that a refund would be processed once the item was returned, and later confirmed the packaging did not meet the required standards for a fragile electronic item. However, our own investigation of the returned item and the damage pattern confirmed that the monitor was dropped by the courier (Internet Express) during transit. This is consistent with the severity of the cracking. Internet Express has previously successfully delivered similar screens for me without incident. Despite this, both Bob Shop and Internet Express refused to accept any shared responsibility. The claim was closed solely on the basis of packaging, with repeated statements that "the claim cannot be resolved as courier negligence." My repeated requests for accountability regarding the courier's mishandling were ignored, and the ticket was closed while the dispute remained unresolved. As the seller I have absorbed the full financial impact of the damage caused by the courier's negligence. Bob Shop's mediation failed to properly investigate or balance the evidence of transit damage against the packaging shortcoming. Closing the ticket and redirecting me to create new tickets for related issues further obstructed resolution. I request that Bob Shop reopen the matter, properly investigate the handling of the parcel by Internet Express, and provide a fair resolution that does not leave the seller solely liable for courier negligence. I look forward to your urgent response. Kind regards,

Marcelo Muianga

EM Graphics Design / SM Technology

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