Retailer refusing refund after item marked delivered to wrong address

[Cotswoldlife90]

I ordered a John Deere gator for my sons birthday off the website Kiddies Kingdom costing £420. DPD were the couriers and as I work from home I am usually present for all deliveries. Got a notification saying it had been delivered..no big package and no ring on the doorbell. The picture linked to the delivery is of the correct parcel but inside of the van, the customers Surname is not of mine or my neighbours and the location of delivery is 15 mins away. I contacted Kiddies Kingdom and they effectively called me a liar saying the customer had helped the courier unload the item. Well it wasnt me !! I provided the evidence and a pin drop of my address. They said they'd be contacting the police for fraud. I have started a charge back with my bank and as thought they have refuted my claim. Where do I stand!?

Just leave it with your bank to sort

what an odd situation

So you can see where it’s been delivered? Ie the address?

There is a pin drop of where they apparently delivered it, its on a road where there are no houses or even buildings ! Its an old quarry road

You could go through this resolver website. They are great.

But if you’ve started it with your bank, then they’ll sort it out. You’ve shown them the evidence that it was no delivered to your address? They’ll side with you even if the company dispute it.

Just out of interest, what did the company say when you sent a screenshot of your address pin and of the pin provided by the delivery courier? They just accused you of fraud?

Can you post a screen shot of the delivery evidence they provided

So weird that you have very clear evidence that not delivered to your property… and they company said they would go to the police - about you!

Something not dissimilar happened to me recently - a text saying it had been delivered, with a photo of a doorstep not mine. I sorted it out directly with the third party courier. They will be able to find out using the message where it was delivered then bring it to you.

Ignore my first post!

Kiddies Kingdom have to sort it. They are being ridiculous accusing you of fraud. Make sure you document all your interactions with them so you can show the police if you need to (which hopefully you won't).

You may or may not win, depending on that evidence they have. My company wins most bank chargebacks against customers, but that's because they are fraudulent chargebacks and we have (good) proof of delivery. If they genuinely don't have that, I am not sure why they have bothered to dispute it.

(Ps - if you do have this item, but under a different tracking number and you're pulling a fast one, then stop the chargeback now to avoid a CIFAS marker)

Ok thank you
They just said they'd pass it on to DPD to investigate

Who, the bank said this?? The bank are going to engage with dpd??

So Lower Chicksgrove is 15 mins away south from me

I forgot to link the website!

https://www.resolver.co.uk/

The company you ordered from are required to sort this out. It’s not up to you to chase with DPD. If they can’t prove it was delivered then they’ll need to refund or send another. Good luck.

Kiddies Kingdom

Enlarge the image would you? But as it stands… that’s terrible evidence!!

I am with HSBC who have so far been helpful 🤞

This is the image they provided

@geumsun why would you think that OP is not telling the truth. It’s pretty apparent that many parcels don’t reach the property of the person who ordered them. Every day on FB there are photos of doorsteps that no one knows. Couriers don’t always ring or knock either, but just drop the parcel and go.

OP has provided plenty of evidence.

Its just bonkers as its a very large item ! Can't really go missing that easily !!

Take a picture of your front door maybe?

So they say it actually wasn’t left outside a property but was accepted and signed for?

Are you flat 1? So, the DPD driver is claiming that it was carried to flat 1. But the pin drop shows it somewhere totally different?

The driver is lying.

That photo is SO not proof of delivery. DPD are an absolute shit show of a company. Ds2 tried working for them after finishing uni. He was saying it’s so chaotic and can completely imagine some of the drivers stealing high value items now and again.

I thought you said they would go to the police!

Ah good idea ! Im on a farm with gates and codes to get to my property so not just a case of dropping off

So not even in a flat!!! You live on a farm?!

Yes i am flat 1 (which is a bungalow but I am on a farm with coded gates to get to my front door) yes pin drop is of a road that has no accommodation on