To be devastated my wedding dress is lost?

[BlueAndYou]

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

indigo No, not at all

I was reading a roughly presented British article on Google, and it claims until a buyer confirms its with them, even if something is signed for, the responsibility is still with the retailer?

Anyone know any law guides on this?

I feel quite helpless not knowing where I stand as such, but I'm shocked head office of all people aren't too fussed

I'd be demanding to see a signature of receipt and threaten to take them to small claims and tweet they're happy to ruin your day and their delivery drivers are clearly stealing expensive goods

What bastards - a tiny amount of money for them and a huge day ruined for you - don't give up - take it higher

FlisaMumsnet No worries, I name changed before I started the thread so not at risk of any other thread outing me in real life not bothered about the name bit

Thank you though

You need to take this further OP. Demand to see proof of signature then demand a refund. This is NOT your fault it is between debenhams and the courier company. Don't give up. Otherwise raise a "visa dispute" via your bank, it doesnt matter what the amount is or whether you paid by debit or credit card, i work in banking and i can talk you through the process if you need/want help please PM me. Please don't give up on at least getting your money back.

I read the emails from Debenhams as meaning that the parcel was taken in and signed for by someone called Kulsuma.

Any chance that there is a road called something similar to yours? I often get mail for no. 11 nobody Ave whereas I live at 11 nobody drive. I've also had parcel delivered to an identical road in a village the other side of the valley. Any chance it has been delivered but not in your flats? There is no way often finding out I guess ...

Frazzle and THIS is what Mumsnet is all about, how lovely of you.

That's warmed me cockles

Sorry not 'often' ... 'of'!

Frazzle, what a lovely offer! And to think I've been so impressed by everyone's generosity on the Lego Cards thread!

They still have sizes 8,10 and 12 available on Debenhams website. I'd be contacting them again and demanding a replacement. If you get nowhere, email their CEO [email protected]

Have you seen a photo of the alleged neighbour's signature?

frazzle I can't remember my password so won't be able to DM you on here It sounds perfect, I insist on giving you something for it though.

Email me if you can, it would be removed

Frazzled, what a sweetheart you are ❤

I too have a couple of Monsoon style size 10 ones that might suit a bump. Happy to send on for free.

Bear with me as I'm currently pulling the house apart trying to locate it..... it's not where I thought it was!! Back soon, and I'll send you some pics when I've got it :)

Nightmare. I would put up posters if your house is set up oddly. Could be with different neighbour who went on holiday or something? Hope it turns up x

Yes to seeing an actual copy of the signature.

I saw from that email from Debenhams that the wedding dress was called 'juliet' so I googled. Is it the Dorothy Perkins one? If so, size 14 and 16 are currently (low) stock on the Dorothy Perkins website. If you can get a refund from Debenhams that might be an option?

I'd ask for the name of the courier company and a copy of the signature.

I'd also be knocking every door in the building, because it says flat 10 but could have been another number. Have you done that yet?

This is shocking. It is absolutely NOT out of their hands. It is the retailer's responsibility until the package is safe and sound in YOUR hands, not a random person you've never heard of.

You need to push this and make it THEIR problem to sort out! Either they refund you or send a replacement and that's that.

Post pics on here frazzled we all want to see! What an absolute sweetheart you are. Way to save the day.

Sorry about your shocking customer service op. They've got to refund you, that's the most you're likely to get unfortunately, not the dress

I would definitely argue for a refund. I "lost" an order from the book people once. I say "lost" but after a lot of phone calls to and fro it turned out the delivery guy put it in the green wheely bin so my nice new book order ended up in the recycling dump. They did resend the order again accept for a few bits that were out of stock and they refunded. Definitely complain and kick up a big stink. You shouldn't be charged for goods you never received

I would definitely post on their FB page about it. I had problems with a delivery company where something I sent via them was damaged and another item not delivered. They didn't do anything until I posted on their FB page. A friend of mine did the same with another company. Result. They don't like other people seeing negative things on their page and we're falling over themselves trying to sort it out. I had a payment of the value of the item. Good luck

Found it (staring me in the face....) excuse the creased state and rubbish pics, it also doesn't do it justice on a hanger, it does fit beautifully with a lovely shape to it. First pics are from the front and the embroidery, if I can post more it'll be of the back and beads.

Hi, how far along are you? I was about 26 weeks preg getting married and have an ivory knee length dress, it's yours if you want it.
Try not to get too stressed

Google the CEO and email them and tell them the lack of resolution isn't acceptable.

To not even offer a refund I'd disgraceful. Do you which company delivered. They should have a copy of the signature and will be able to speak to the driver.