Item damaged in transit - Co just offers to 'leave feedback for DPD"

[ARoomSomewhere]

Dd is 18 & Autistic & asked for a particular book & a jigsaw for Xmas ('steampunk' style & she is obsessed with them). My budget is £150 & these two items alone take up £130. Extremely expensive for what they are, but she doesn't ask for much, so I ordered them.

I'm disabled. Front door is easy access. Unmarked 'Back door' in lane leads down steps to unheated (often damp) basement . Deluvery didn’t arrive 1st day (I heard van at back but it drove off so I left a note to say: ' please deliver to front door. If not possible please knock or text (number) & wait as I am disabled'. Delivery didn’t arrive next day (left note). 3rd day a neighbour called to say my basement door was opened. The DPD guy had somehow opened it, come into the house (wet footprints) & left yhe parcel at the bottom of a flight of steps in basement. Unfortunately we had a storm & the outer box was soaked, inner presentation boxes all dented & dirty, & smell damp.

I took pics & sent to selling Co. They've replied to say: 'sorry your courier didn't go the extra mile, we've left feedback on DPD site. Our boxes are just for transit so just dispose of them. Open up the inside gift. If damaged you will need to send proof'.

I think this is poor. Their courier not mine. Lots of inconvenience. Not much time to replace / refund. How do I take pics of damp? If I open the shrinkwrspped items (which may have protected inners ftom damp but beautiful branded boxes are ruined I can't then return or give as a gift ?

Sorry for long post but what can I do if anything? (I paid via credit card)

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Did you send the requested proof of damage?

@SnappyOchre Yes. The tears / dents/ dirt on their branded boxes. (they said: 'just for posting, chuck away'. Pics of soaking outer cardboard posting box (with address on). Told me to unwrap items (book & jigsaw, both sealed, therefore not returnable under their T&Cs & also gift obvs already then opened)

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As you spent over £100 you can claim (AFAIK) off your credit card. Section 75 I think it is.

Try the company again, your contract is with them, theirs is with DPD. You have ordered things which are now unusable and they should refund or replace. If no joy, go through your credit card.

It sounds like the gifts are ok though? Can’t you wrap them in something yourself ?

@Neodymiumeverything (made of paper) smells damp. The lovely branded boxes are all damaged. The Co response is just 'oh, the courier didn't go the extra mile, dispose of boxes, open up the gift items'. The courier came into my house and left the (badly packed items) items in water. So, dry them out and wrap them up ?

@WaneyEdgethanks. It's a Tesco Mastercard. Maybe I'll call them in the morning. I still think the seller's response is really poor though !

Oh it is poor. Definitely call Tesco, you do have to have tried to resolve it first with the company, which I think you have done? I’m not a lawyer though. The credit card people should be able to assist you.

Have a Google, Money Saving Expert has some good advice too. Good luck!

I would reply explaining they are gifts and you want the boxes for them to look presentable. If the boxes were in fact just for shipping they wouldn’t be in another box and the label would be attached to the presentation box. If the gifts inside are ok I would ask them to send me new packaging boxes and if not replace the entire order. Remind them your contract is with them and any failings on the courier is their responsibility as they choose to subcontract the delivery service that they offer.

Should have added if they won’t budge remind them that under distance selling laws (now called consumer rights) you have the right to reject an online purchase for any reason and receive a full refund once returned. They will obviously have to be returned in the condition they arrived in.

@BarkItOff Thank you x

@WaneyEdgeThank you x

Just email them and say it has arrived damaged and you need them to sort it asap. Otherwise they can arrange a return collection for a full refund.

@justasmalltownmum I've emailed twice (with pics) They are not interested - 'throw damaged parts away, couriers are unreliable' etc

Can you be a bit clearer? Is it just the cardboard box they shipped in that's damaged or is the jigsaw box itself or book damaged?

Can you buy the items elsewhere? If so, and assuming they came from the UK, could you not just exercise your statutory right to cancel within 14 days of receipt and insist on a refund? There are various free templates online.

@Flibbertyfloothe fancy branded presentation boxes that the items come in are damaged (torn, dented, dirty & damp - the outer cardboard mailing box so soaked it fell apart). The items are sold as very high quality / heirloom items, to be shown off at a dinner party etc. Can't buy elsewhere & time is getting tight for a replacement yet alone a refund & I'd need to source something else.

Great news if you paid with a credit card: you can contact your card provider and initiate a chargeback for the transaction where your provider pays you back the cost of the product/service. You must do it as soon as you can (obviously read up about them and how they work). After a period of time, usually 120 days after the transaction, you lose your right to initiate the chargeback.

Just return them for a refund. You’re entitled to one for online sales (assuming U.K. retailer and not customised items). Why complicate things?

Then reorder. Or reorder first if worried about timing.

Is it the manufacturer's packaging that's damaged (ie the box the puzzle is in that forms part of the item), or is it a secondary box that's packaging that's damaged? If it's packaging as opposed to an integral part of the item that you ordered, I'm not sure you'll get very far. Unless it's listed as a "presentation box" on the item description, I guess.

Yes it wasn't clear what you meant initially (so perhaps they also didn't understand?) but I get it now.

If they are part of a present - i.e. the box of a jigsaw puzzle, the part that has a photo of what the completed puzzle should look like, etc. - are visibly damaged then yes that's on them and yes they should recompensate or whatever - although as a pp said you might be better off just returning or doing a cc/debit card claim to avoid the hassle.

Basically if you'd bought it from a shop rather than online, anything that would still have been included is part of the present and not just extra packaging for delivery purposes so it matters if its damaged.

@dontmalbeconme yes part of the item (outer box of) sorry if not clear. I sent them pics but they're saying it's transport package- so expect damage - (so why did they put it in a large cardboard posting box & label that?)

Well just exercise your right for a refund. If they try to refuse on the basis if the damage you can point out a) that is how it arrived and b) according to them it doesn't matter as it is just for transport.

Can you then reorder from them?

They are still refusing any direct refund or exchange. So I'll will go via Mastercard I think. That means they 'get away with it' tho?