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

I'm only here to see frazzled's dress

Hi BlueAndYou, we're just letting you know we'd edited your email address out of your post. We don't allow people to share their email addresses publicly we're afraid. You mentioned you've forgotten your password, so just to let you know, you can reset it by going here: www.mumsnet.com/password-reset/reset

for you, we hope you get this sorted.

I would include "Customer services assures me it was signed for by Kulsuma, at number 10, but there is no person of that name known at that address"

Can I just say, frazzle , what a lovely, lovely thing to do. Such a kind offer.

Think I have something in my eye...

You need to get on to Facebook and Twitter highlighting this if you do not get an adequate response from HO. It is so very lovely to see posters on here offering help, but Debenhams need to be held accountable and compensate (at least refund)! How dare they cause worry and stress to a pregnant woman a month before her wedding . I hope it's sorted quickly for you, op.

Debenhams are in breach of contract. Their contract is with you, OP and they have not fulfilled it because you don't have the dress. See link from the CAB here

Brilliant letter. I hope they do something for you.

So who is kalsuma?

Blue, not sure if you've got my email and I can't check the address. If you are able to reset your password send me a DM and we can chat further there. I can't lay my hands on pics with me wearing it to give you a better idea on how it looks but honestly it does have a lovely shape and sits beautifully over a bump :)

We once had an item delivered to the wrong address and the delivery notification included a photo of the parcel on someone else's front porch so it was identifiable and clearly the wrong place. Courier was DPD. Would they have any additional proof like a photo? To their credit they sent the courier back to our street immediately to find the parcel and deliver it to the right address.

You could do a mailshot/leaflet your street to find out if it was delivered to #18 or 100 (or 8 or 12) or somewhere that could look like 10 if handwritten.

Good luck OP, I hope you get your wedding dress and if you don't I hope they do right by you.

I have a wedding dress that you could have if you need. It'll privacy need taking in a lot though!

They should be able to send you a copy of the signature. "Kulsuma" will be the name or their interpretation of the signature. They are responsible until the point of delivery, have they suggested locating another one perhaps in a store. Which brand was it? If you paid by card you may be able to claim a refund via the bank.

So if it was left with a neighbour, where was your note to say that that is what had happened?

Did it even have the correct address??

*probably not privacy

Daily Mail - are you reading this?
COME ON - GET IN IN THE PAPER.
Shame on you Debenhams!

Contact trading standards ,i always do if anything like this happens, the retailer is responsible for any problems with goods bought from them
I woud definitely get a copy of the signature of person the dress was supposed to have been delivered to from the courier though,
I had a similiar problem with a returned lawnmower, the courier said he didnt pick it up from me, but he most certainly did
Argos refunded me anyway
Good luck,

It should fall into the remit of the Retail Director to whom Customer Services report. Have you Facebook or tweeted ?

Overwhelmed by the support and kindness here

I'm actually quite surprised they're bothering to go to such extremes to just not refund me or replace it.

It's a wedding dress for goodness sake, and not that expensive that they'd be out of pocket.

But I am and they failed me and my big day really.

Bit overly dramatic there

Secretly hopes Daily Mail aren't total Tudor turdes and can be of some use by publicising my thread and how generous you all are

Please do take it further. They owe you a dress!

Are you sure they didn't leave it with a different neighbour?

twitter.com/Debenhams

Is it worth taking to Twitter? I'd retweet.

OP, you need to ask to see proof of the signature.

Just to add, no note was left. I received a text from Royal Mail to say it'd be delivered.

Royal Mail are the couriers in this case.

Omg, OP. I am so pissed. I still hope they will do something to give you the dress of your dreams. In the meantime pls name and shame everywhere (facebook, twitter, PR thing is a great idea, etc).

Also please go have another chat with the neighbour and emphasise again how important this is to you, and ask again about the parcel.

It is not your job to have to chase up the couriers or find out what they might have done with the dress. Your contract is with Debenhams and Debenhams are in breach of it unless they get you your dress (or a refund). They need to sort this out.