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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

See all MNHQ comments on this thread

Original poster

To be devastated my wedding dress is lost?

461 replies

BlueAndYou · 06/07/2017 18:10

I ordered it from Debenhams in the sale, perfect size etc. I tried the same thing on in the shop and needed just that one smaller size, they had it online, last size left.

I received an email saying my parcel had been delivered to a neighbour.

She doesn't have it.

This was over two weeks ago. It was suppose to have arrived by 30/06/2017 the latest. After that date, I kept ringing for updates and they said they'd call me back etc etc (they never did), and then they said they were getting the courier to find out where it is. Courier confirmed they left it with neighbour.

So, customer services told me today that it's out of their hands. That is that. I pleaded and after a lot of pleading, they gave me Head Office email.

I emailed Head Office who sent this back to me, I have attached a picture.

AIBU to say this is really bad customer service? They don't seem to care at all.

I have gone as high as it seems I can go.

My wedding is the first Saturday of August. I have a big baby bump that looked incredibly flattering in this dress but now I have to get something else entirely last minute.

I felt beautiful in that dress Sad

To be devastated my wedding dress is lost?
OP posts:
Thread gallery
14
AdalindSchade · 06/07/2017 18:12

Have they at least agreed to refund you?! How rotten

FourEyesGood · 06/07/2017 18:12

Are you SURE your neighbour doesn't have it?

namechange20050 · 06/07/2017 18:13

Can you buy a larger size and have it taken in? Have you looked on eBay?

AdalindSchade · 06/07/2017 18:13

Have you looked in all bins, recycling boxes, sheds and bushes?

Original poster
BlueAndYou · 06/07/2017 18:13

Hello all,

They have not offered a refund at all.

I know my neighbour and she wouldn't take it. I know that sounds daft as you never really know a person fully but she really isn't the type.

OP posts:
Savelli · 06/07/2017 18:13

Usually if a neighbour signs for it there will be a record of the signature- I would demand to see that. Is Kulsuma your neighbour's name?

AdalindSchade · 06/07/2017 18:14

They have to refund you. They can claim it back from the courier.

Original poster
BlueAndYou · 06/07/2017 18:14

No, I have looked in every possible surrounding place and it's not there. My house is set up in an odd way.

Hard to explain but there aren't any places to put it apart from knocking on my door.

Kulsuma is not my neighbour, that's the customer service Head Office lady, I believe

OP posts:
Savelli · 06/07/2017 18:15

How much was it OP? Can you afford to buy another one and in the meantime chase them for a refund?

Allthebestnamesareused · 06/07/2017 18:15

If you paid by credit card raise a dispute with the credit card too.

AppleJacques · 06/07/2017 18:15

I agree, ask to see proof of delivery to check the signature.

BrieAndChilli · 06/07/2017 18:15

Is your neighbour called katsuma?? A courier is very unlikely to be able to make up the name.
I would go back to your neighbour and say it was signed for by flat 10 and that if it can't be located within 24 hours the courier company are going to involve the police. It may jog someone's memory

magoria · 06/07/2017 18:16

That is disgusting service.

Speak to your bank and see about getting the money refunded.

It is not your job to track who has the parcel it is theirs/their couriers.

You want your goods or your money back.

I hope you find something as nice.

Savelli · 06/07/2017 18:16

I think when they say "signed for by Kulsuma" they mean that's the signature they have? I would demand to see a record of the signature.

Original poster
BlueAndYou · 06/07/2017 18:16

I will be honest, it was only £85, but we are truly skint having not long got ourselves a new property, plus final wedding matters eating at us.

I really cannot afford to just shed out all over again, and I doubt I'll find something for that much.

I have looked Sad

OP posts:
HeyRoly · 06/07/2017 18:16

I suppose Debenhams aren't going to automatically offer a refund because if they did, hundreds of people would claim signed-for items are "lost" and con them out of a lot of money.

It does seem suspicious that the item was signed for and the neighbour claims it wasn't.

Ask to see the actual signature and take it from there. But honestly, I think the dress WAS delivered and your neighbour has kept it.

frazzled3ds · 06/07/2017 18:17

Unrelated to the missing parcel, but if the size is right, I have my wedding dress looking for a new home - it's a maternity style (I was 7.5 months pregnant at the time), it's an ivory cream colour, has small bearing detail, sleeveless but with straps wide enough to sit over maternity bras, button up back and a small train. If it is of any interest or you'd like more info/pics, please let me know. No charge.

AppleJacques · 06/07/2017 18:17

Slow typed; kulsuma will be the name of the person that signed, though those always aren't correct, that's what the courier thinks it is.

MyNewKitchen · 06/07/2017 18:17

How I read that email, she is saying that a person by the name of kulsama (sorry cant see above to check spelling on phone!) has signed. I would perhaps post on your local fb page asking does anyone know somebody of that name in the street? A randomer may be able to help! Thats disgusting service. Im so sorry OP.

WhingingTulip · 06/07/2017 18:17

It’s not out of their hands! It remains the responsibility of the retailer until you receive it under consumer law - Consumer Rights Act 2015 and the Consumer Contracts Regulations which came into force in June 2013.

Original poster
BlueAndYou · 06/07/2017 18:18

Hi frazzle, may I ask what size it is?

I can offer up to £120 but I'm embarrassed to say I can go no higher at present Blush

Very kind of you to post that Flowers

OP posts:
indigox · 06/07/2017 18:19

Have the couriers showed you the signature proof?

JW13 · 06/07/2017 18:20

Looking at their email, it is saying that the person who signed for it is called Kulsuma. If your neighbour is not called Kulsuma, then you should write back to them and say that no person called Kulsuma lives at the address that the package has allegedly been delivered to and ask for proof of signature.

What delivery option did you choose? If it was recorded then they should have evidence of signature.

If they don't start taking this seriously I'd start posting on their social media accounts - it's not a very attractive story for them to have delivered a pregnant bride's wedding dress to a random address and then to wash their hands of it leaving you high and dry with only a month to go.....

frazzled3ds · 06/07/2017 18:20

It's around a 10-12 I think, I was roughly a size 10 with a pretty large bump. There was still room to breathe in it though. I don't want anything for it.

MNHQ
FlissMumsnet · 06/07/2017 18:20

Hi There BlueAndYou,

We're so sorry to hear what's happened with your dress and we really hope you can get it sorted in time for your big day.

We've spotted your name is visible on the photo you've attached so just wanted to check you're happy for it to stand.
Do let us know if you'd like us to remove the photo for you.