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!?

You live on a farm? Not a flat?

So… your delivered address which kiddies kingdom have will not say “flat 1.” And DPD have said that they left it with flat 1. Didn’t you just reply with, “why would they deliver it to flat 1 at a location 15 minutes away from my address, which was provided at the time of purchase?”

I live on a farm yes. There were 2 properties that were amalgamated into 1 before I moved there and they were listed as flat 1 and 2.

Is there a road with a similar name nearby?

Its 2 small bungalows that were down as Flat 1 and Flat 2. They've been made into one property. However never had an issue with delivery drivers before as the postcode leads straight to the front gates and we have a staff house by the front gates and intercom etc

The road i live on doesnt have a name just a b road but postcode leads straight to the property.

Just leave for your bank I would

They said they'd be contacting the police for fraud. I

on writing or over the phone?

and now they’re pursing with dpd?

What you need to know now is who generates the address label. Presumably it's Kiddies Kingdom ie the fault lies with them for the incorrect name and they'll need to admit that to DPD. Have they used your correct address?

Also, why and how does KK know someone helped unload the package? Unless there was a query, there's no reason fior them to be in contact.

DPD was the company who ballsed up my recent delivery. A few things I learnt and that may help you:

1. Couriers give DPD the wrong phone number by changing the final digit so they can't be contacted by DPD
2. DPD have no process for verifying phone numbers.
3. Some drivers sign with the customer's name to make it look as though the package has been delivered. (This happened to me. I called it what it is: fraud.)
4. Some drivers take a photo of the parcel to include a hand, tricking you into believing it's the customer's. It's not. It's the driver's. (This also happened to me. I said it was intent to deceive.)
5. DPD UK take no responsibility when things go wrong. They are very keen for you to inform the retailer. (DPD Germany was more interested in my email than DPD UK.)
6. DPD has a national office in Birmingham that deals with referrals, and local delivery hubs that deal with logistics of individual parcels.

Yes correct address and I have what3words on the dpd app.

When they contacted DPD they said someone helped them unload it. However no evidence!

Op?

Do a charge back with your bank.

Surely you just respond saying they have no proof it was delivered to your address.

'In fact by your own admission it was delivered to a completely different one 15 miles away. The photo is of a parcel inside a van.

So DPD did not deliver the parcel correctly at all. They delivered it to a completely seperate location and random person. I do not have the parcel. Therefore I am doing a charge back as I have not received what I paid for.

By all means contact the police as I believe the driver plus an accomplice must have stolen it. Or someone took it in fraudulently due to DPDs lax ability to do their job.'

Then just wait for the charge back. Something dodgy has definitely occurred!

I agree…. Something dodgy definitely has occurred

It does sound like another example of a flakey driver!

Sounds like a dodgy courier to me. DPD are bloody useless at the best of times but a photo of the inside of their van is not proof of delivery! The banks are pretty good, my DS had an issue with a company claiming the box he sent back was empty and he successfully got his money back via charge back.

Just contact your credit card company . I’d also go to the address it was delivered to as u can see its exact gps location it was delivered . I would sign for any parcel as I get a lot myself and would probably realise only after . ( though imagine that was a big box so may question this one 🤪)

I had something similar luckily i had ring doorbell footage to prove they where lying but it was still a long drawn out argument some companies are terrible

You have all the evidence just do a chargeback with bank and leave them a bad review and order somewhere else. Tip - only ever order from somewhere that lets you use PayPal as well

Is this the message that you’ve said they are insinuating you are a liar? Because I didn’t get that from their email/message. They are just letting you know what DPD are claiming and asking for you to confirm if this was the case or not. I didn’t find it rude.

you’ll get your money back via the bank.

The place you need to go to for the best, independent and free advice is the Citizens Advice Consumer Service. They will provide you with advice and template letters to get you started.

https://www.citizensadvice.org.uk/consumer/get-more-help/if-you-need-more-help-about-a-consumer-issue/

As part of that a notification will also be made to Trading Standards regarding the company and your complaint.

They have no valid POD (photo or signature) and the pin drop linked to the tracking does not link to your address.

You say you have a ring camera? Make sure you save the footage from the date and time that they say the parcel was delivered. This is further proof that the parcel was not delivered to you at your property as it will obviously not capture you receiving the parcel.

I am surprised that DPD didn’t ask for a code on delivery, I use them a lot for camera equipment and usually have to give a code when it’s an item over £100.

I hope it gets sorted.

Sheesh - I am mad for you. The cheek.

sorry that’s not helpful!!

OP I have Googled this before, this is what it says

The retailer (the company you bought the item from) is legally responsible for the delivery and must replace or refund your missing parcel. 1]

Whose Responsibility Is It?

• Under the Consumer Rights Act 2015, the seller bears the risk and responsibility until the goods are in your physical possession.
• It is not your job to chase or argue with the courier company.

A proof-of-delivery photo showing the parcel inside a van or at an unverified location is not valid proof that it was handed to you.

How to Get It Replaced

• Contact the retailer directly: Do not waste time trying to get the courier to fix it. Your contract is with the seller.
• Send your evidence: Provide your order number and a copy of the delivery photo showing the package is still in a van or at the wrong address.
• Demand a resolution: Clearly state that you have not received your goods and request a replacement or a full refund under consumer law.
• Put it in writing: Send an email or use their online support chat so you have a paper trail of the complaint.

If the Retailer Refuses to Help

• Tell them they are legally liable because the item never reached you.
• Contact your bank or card provider to start a chargeback claim.
• Reach out to Citizens Advice for further consumer dispute support.

If you'd like, let me know:
The name of the retailer
How you paid for the item (debit card, credit card, PayPal, etc.)
I can give you the exact next steps to get your money back if they ignore you.

So if you want further advice just Google it, and AI will tell you what to do next.