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!?

If you use PayPal you then can’t do a charge back with your bank as it’s a seperate payment provider. Instead you have to deal directly with PayPal who are not as good as the banks for getting your money back.

I had an issue with DPD yesterday. Paid for next day delivery on something as I knew I'd be at home, received an email late morning telling me that as I wasn't at home the driver had taken my parcel back to the depot. The photo of the front door he'd taken to prove his delivery attempt, wasn't my front door!
I contacted DPD on the live chat, they were apologetic but said delivery will be re-attempted tomorrow, you should what3words your exact location and take a photo of your front door to help the driver go to the right place! I said my address is easy to find on google maps, I don't understand how the driver ended up somewhere else. Looks like he was in my estate but much further up the road that has a different street name. They then proceeded to tell me that they never guarantee delivery!🤦‍♀️ I lost my shit at that point and reminded them that as a delivery company, that's their job! Waited half an hour to speak to a live advisor then gave up but made my feelings clear on how unhappy I was in general with the service, and lo and behold, a few hours later my delivery arrived, after they told me they definitely couldn't return with it that day.
In my case, as the driver didn't actually deliver it to anyone, it made it much easier to get my item.
The retailer is responsible for ensuring your item gets to you so they should refund you, especially as you can prove it wasn't delivered to your address.
Best of luck with it.

I know you cannot do both. I have always found PayPal much easier though. and the timeframe for a chargeback is shorter than with PayPal

Why hasn’t the OP been back when posters asked questions around this retailer apparently saying they were going to call the police because they believe she was committing fraud? 🤔

I've found PayPal perfect for refunding payments.

DpD have a really good complaints team. I know you’re supposed to go to the seller but I don’t think you can trust them to deal with this properly. It’s convenient for them not to have to replace the item. DPD have failed here and very clearly so. The photo isn’t proof of delivery and at best, someone else had your parcel and at worst, the driver is a fraud.

id escalate with kiddies kingdom, reviews online and speaking to the manager. They’re just trying their luck at your expense.

Possibly correct here but there could be more. The screenshot itself is silly. “They say they delivered it compliantly. Can you confirm this is correct?” If it was correct she wouldn’t be chasing it!!!

they always come back with this and it’s because they think they have delivered compliantly. Mine was delivered to the wrong address once and I had to locate it and knock but they swore it was the correct house til they were blue in the face. I had to say it clearly wasn’t as I, who lived at the correct house, did not have a delivery. They do it out of stupidity not malice.

@Cotswoldlife90 They are in the wrong and trying to scare you into not pursuing the matter. I had the same with Polaroid and several complaint emails went back and forth before I asked for it to be escalated further. They finally refunded me when I quoted the Consumer Rights Act.

Write a formal response requesting an immediate refund, as the item was never received. State that, 'Under the Consumer Rights Act 2015, you're responsible for making sure my order is delivered to me at my address or to an agreed alternative safe place.' Since it was not delivered, and you did not agree to a safe space, they are in breach of contract and must refund you. (I believe, within a certain time frame, they also have the option to resend your item to the correct address, but you'd have to check this.)

I had this with a small shop on notonthehighstreet (a small business called chips and sprinkles)

The courier said they'd deliver it,I was at home,all fine

Nothing showed up so I thought I'd leave it 24 hours and contact the seller

Nothing happened so I contacted the seller

You'd have thought I'd wiped my arse on their cat

I got the shittest message saying that it had been delivered,I was just after a freebie and how dare I try to steal from a small business?!

I stood firm-nothing had arrived

They refused to budge so I managed to get hold of someone from notonthehighstreet and they told them to refund me but they refused (they tried to say they'd seen a picture of the product on my sm,which is a lie as I hadn't received it!)

I said they either refunded me or I'd take them to the small claims court/chargeback-i hadn't received my parcel and it's their problem until it's in my hands

After a lot of back and forth,I got a refund but they seemed to think 'we posted it,not our problem after that' and I guess hoping people would just write it off as its a 'small business'

I got a final message saying I'd got a refund,they hoped i was happy with my freebie,i was added to their blacklist (more than fine,I wasn't planning on ordering from them again!) and I 'hope your happy-£40 is a lot to lose as a small business!'

It's my £40 until I get what I've paid for!

I get it was the delivery service that they used so not their fault as such but I hadn't received the bloody parcel!

They didn't even try to work with me,just jumped to 'liar!' and 'you just want a freebie!'

And notonthehighstreet did nothing but suggest they refund you?

Apparently the Op said they called her more than a liar. Apparently they said they would call the police on her!

There is clearly more to this. Hence the Op leaving the thread when asked for a little more clarity around them threatening to call the police for fraud!

Yep
A vague wishy washy 'we'd like it if you refunded this lady'
Never bothered with them again-shame as I used to buy mils birthday/Christmas presents from them

Years ago I had a pin drop like that in the middle of a field. They had left it in a shop in town.

I hope you get it sorted soon. I can't see how they can dispute it. The picture is in the van and the location isn't your house!

I would be suspicious that this has happened:

• delivery has come in original box so the courier can see what it is from the outside
• courier has looked up value of item
• courier has driven to random quiet road, taken a photo of the item and marked it as delivered, then taken it out and put it in a random bush/ somewhere well hidden
• courier will go back for it later in their own car and keep it

Maybe I’m completely wrong, but this was my first thought!

Dpd drivers have the value of the goods taken from their wages if a dispute is raised. It’s in their interest to find it

A lot of these drivers get paid really crap rates and sometimes on a per parcel rate.

Wrong deliveries are commonplace, and l have seen drivers literally throw parcels on paths leading up to the front door. of houses. And unfortunately stealing and scams are not unknown.

It is the sellers responsibility to ensure correct delivery. If it not delivered you are totally within your rights to claim the money back. This is one reason I pay via PayPal where possible.
Look up consumer rights then quote them to the seller. If they do not refund they are breaking consumer rights law.

This is why I always use PayPal or a Credit Card for items bought online.

I recently had InPost allegedly deliver a parcel to my house. I was in the whole time. The picture is of my front door but not open. PayPal tried to get the Company to help locate the parcel but they didn't bother replying so I ended up with a full refund.

If you've proof it was delivered 15 miles away then hopefully there should be no problem getting the money back for the item. I'd tell the Company that sent it that you're happy to complete a form saying it wasn't delivered and you haven't received it so they can claim against DPD. Otherwise they're out of pocket for an expensive item which the DPD driver might have stolen! Fingers crossed the bank realises that you couldn't possibly have received it. Sorry if I missed it but any footage of your house or the farm for when it was supposed to be delivered will also clearly show it wasn't.

It is very annoying and I would give the seller and DPD a little bit of time to sort this out. ultimately though the supplier ls liable for the courier they use. Given there is a relatively large amount of money involved if this is not sorted I would send a letter noting this and saying you will take recovery action. Then if they do nothing use the small claims court to recover your purchase costs and any other costs. When you have a judgement you can them write a review which highlights how poor the service has been.

if you haven't committed fraud don't worry about it. The police will soon tell them where to go. The bank route is definitely the way to go. I would also put a review on Trust pilot warning everyone about this treatment. Disgraceful. You are not responsible it's between the company and the courier service

No just busy !!!! Haven't left the thread.

I contacted the police.

I probably was being a bit OTT but on the phone the lady I spoke to was so dismissive and quite frankly very snotty. I also saved up for this item and its a lot of money !!! I contacted the police and now just waiting for everyone to get back to me

I'm sorry to say that the police will tell you that this is a civil matter.
They often don't even attend burglaries so they won't deal with this matter.

Who accused you of fraud? What exactly did they say?