Couple's clothes disappear in transit

Somewhere between New Mexico and Rotorua, three new pairs of jeans, toothpick flossers and a dog leash transformed into "filthy" used women's clothing.

Since March, Tim and Jo Goshen have been preparing to move to Rotorua, Mrs Goshen's home town.

The couple have been posting boxes of personal items from America to make their move easier.

However, one of about 15 packages Mr and Mrs Goshen sent containing three pairs of new jeans for their niece, toothpick flossers and a dog leash never made it.

Instead, the package was ripped open and the items replaced with women's and children's dirty clothing.

Leaving America after seven years to head back to Rotorua had been an easy decision for the pair as they believed New Zealand had a better quality lifestyle to offer.

The couple are now feeling "a bit ripped off".

Mrs Goshen sent a letter to New Zealand Post the day the couple received the re-packaged parcel on July 4, highlighting the problems they had had and seeking compensation of US$61.60.

She was furious when she received a letter from New Zealand Post, dated the following day.

The letter apologised for the inconvenience but said they were unable to provide compensation because America was not part of the Universal Postal Agreement.

What upset the couple was that by checking the dates of the letters between them and New Zealand Post they felt New Zealand Post had not properly looked into the matter.

"I'm a bit mystified how they can blow it off like that. There was no time spent doing any investigation, it was just a blow off letter," Mr Goshen said.

Mr and Mrs Goshen said Rotorua's New Zealand Post shop had been very helpful by telling them how to make a complaint and who to contact but they weren't impressed by the company's customer service centre in Wellington.

Meanwhile, New Zealand Post media communications manager Richard MacLean said the parcel arrived at the International Mail Centre damaged but guaranteed that staff did look into the incident. "We notify the airline and the forwarding postal authorities. We would've have been in touch," Mr MacLean said.

And Mr Maclean had good news for the Goshens.

Despite the letter dismissing their claim for compensation, Mr MacLean said the couple was eligible to receive it.