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AIBU?

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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
Bjjth8983 · 07/07/2017 19:16

I've had this with a company myself, they have to refund you, they then make a claim to the courier service they used to reclaim the money or item.

Mudpup · 07/07/2017 19:19

I had the dispute with Debenhams at the opposite end of an order last year, returned an order back to them, via the correct way, waited for the refund to my account, had a confirmation email to say it had been received and the refund would be with in 7 days to my credit card, well it didn't happen, I had to make numerous phone calls to get any one interested, they actual at one point told me they couldn't check the return to the invoice as it hadn't been booked back in properly, there admin error not mine. I had delivery number they still wouldn't refund it took a strong phone call with threatening legal action for them to refund, one admin staff actual said "I can see it on the system but it's not been entered correctly until it has been I can't authorise the refund" I couldn't get straight answers from them, very frustrating, I won't shop with them now. Stick with it demand your rights, hope it all works out for you.

SchadenfreudePersonified · 07/07/2017 19:42

What a lovely happy ending - and what lovelier offers from all of the kind ladies on MN who had dresses they offered.

The dresses were lovely - I almost wanted to get married again myself just so I could get one of them. You(we) really are a lovely bunch!

And well done Blue for twittering Debenhams into submission - that's the way to do it! Grin

Tweetypie19 · 07/07/2017 19:45

Perhaps the delivery person is very foreign and they signed as they couldn't locate your address. They may be unable to spell 'customer' and actually signed Kutsumer instead. It's just a thought. Which company was supposed to deliver? DPD, Debenhams themselves? I'd go through thei complaints procedure as there have been occasions where delivery people have stolen goods i.e. To sell on to make extra dosh. It's illegal but sadly happens. I would email with your complaint with a copy of your signature i.e. Driving licence, passport and ask them to present you with the signature on delivery. Is there a similar address to yours in the area? My post is often delivered to another address by accident, I've become used to it now although it can be embarrassing at times. This will be sorted and you will look beautiful on your wedding day. Your husband to be loved you. He will. D so pleased your there, regardless of what you are wearing, but I do get the fact that you want to look your best. Xxxx

Hellsbells35 · 07/07/2017 21:25

I had a delivery this week for an item worth £156. It didn't arrive from Argos by 10pm as stipulated and following morning I was told it had been left by my 'green bin'. It wasn't. Long story short they sent me a photo and it was outside the wrong house! I got a refund and then tracked down the house to get it!! He he :)

Tonyshep · 07/07/2017 21:50

I work from home and yet regularly find parcels dumped on the porch (not an enclosed or secure porch), with cards to say taken back to depot, left on/between/in/under the bins and even balanced on top of parcels that other numpties have left outside!

I even put up a sign to say try the door bell, only for it to be taken down and used to hide a parcel.

We do have Amazon lockers near us now ... and a few shops that hold items for collection. That has worked best for me!

BrieAndChilli · 07/07/2017 23:01

I had a parcel de to be delivered once, I work from home and I sit facing the window in my study, this large window is right next to my front porch so I can see it, front door of the porch is a yale lock so unable to be opened from the outside.
I started at 12 and did not move from my desk
I then get a text at 2pm to say my parcel had been delivered at 1.55pm and had been left in my porch!
I didn't have a parcel in my porch and no one had been near my house alll afternoon!!!

Purplealienpuke · 08/07/2017 00:06

I have to say when I ordered from Debenhams & their courier (bloody yodel!!!) said they'd delivered to me when they definitely had not they refunded me!!
That's crap for you...

user1479490671 · 08/07/2017 06:46

Hi I had a similar problem with my bridesmaids dresss last year from bhs
They said they had been delivered but hadn't it turnt out they had been taking back to the drivers/couriers with the driver. After a few shitty phone calls they were found and delivered the next day.
Hope your dress is found

mumof3boys33 · 08/07/2017 08:58

Glad it all worked out. How kind of the person to offer a dress for free 😀 If you want to know who has the surname Kalsuma you could ask your postman. But if he knows then so does the person delivering the parcel and could have taken it themselves and just signed the neighbours name.
Why do delivery drivers leave stuff in weird places? Amazon delivered a parcel for our neighbours and left it in our recycle bin. No note. As it was a brown box I just walked out without looking in the bin and chucked a load of stuff on top. Luckily the neighbour came looking. We also found a missing package of wedding photos that had been sent from Australia. They were in the in laws green house, it was winter so no one has been in there. We assumed photos were gone. They were found 4 months later.
It only takes a card through the door saying exactly where the items were left. Same if left with a neighbour.

originalbiglymavis · 08/07/2017 09:03

Check other neighbours. We've had notices to say 'let with flat x' where they've been: left by main door, signed for by flat y, taken back to depot, left on the porters desk.

The delivery company needs to speak to the driver and check the delivery slip/form for the signature.

Original poster
BlueAndYou · 08/07/2017 10:09

Bit off shock horror gossip for you all.

I am saddened to say my wedding dress is indeed on a local Facebook selling site.

I had a look for local selling sites after a PP suggested it.

She was right (PP, sorry can't find your actual reply).

Neighbour did have it all along, she's selling it Sad

I can't even look at her when she walks by now... And she isn't interested in looking at me

OP posts:
Vladi10 · 08/07/2017 10:12

😮 I'd definitely notify the police!

PopcornNRedwine · 08/07/2017 10:13

I'm so angry on your behalf Blue

LIZS · 08/07/2017 10:17

Screenshot the page and tell police/debenhams. Bet it isn't the first time either.

Sunshinegirl82 · 08/07/2017 10:19

I'd take screen shots of everything and call 111 for advice. I'd be furious!

AliCat36 · 08/07/2017 10:20

That's outrageous Blue! Have you confronted her about it?

pigyoinkoinks · 08/07/2017 10:22

Surely this a police matter then? Confused

ColourfulOrangex · 08/07/2017 10:23

Shock what a cheek, have you contacted the police?

Wow I'm so sorry OP

Untangled07 · 08/07/2017 10:23

What a bitch! Angry

I hope you're going to report her to the police?

PumbletonWakeshaft · 08/07/2017 10:25

@sunshinegirl82 101 I think, but yes this is theft and Blue you need a crime number. Who the fucking does that with someone's wedding dress! Shock

bbcessex · 08/07/2017 10:32

You poor thing OP.. I'm not surprised you're upset.

Like pumbleton , I had a delivery go missing once, that turned up months later in a (lovely) neighbour's garage, much to their bemusement.

That was via a shoe company, Grenson, though, and their customer service was absolutely exceptional. They were in it immediately after I reported shoes missing.. apologetic, thorough, and sent out replacement as soon as they'd checked lost delivery with courier.

I contacted them again when original shoes were found, and retuned to the store btw 😀

Perhaps Debenhams could ask for some Customer Service lessons..

bbcessex · 08/07/2017 10:34

😱😱😱😱😱 just seen your update 😱

chupsmelad · 08/07/2017 10:38

I'm not surprised OP, as I said in a previous post either you've been harassing them or they have taken it. Just his response was odd, cutting you off so quickly.
Sorry to hear it. Jeez people are weird Confused

GrumbleBumble · 08/07/2017 10:38

Re update you need a nearby Mumsnetter to pose as buyer and grab the dress and run shouting we know you stole it from Blue you cow.

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