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

Was it Royal Mail..if so try the sorting office! Although its such a long time ago, they have probably sent it back to Debenhams.

Last week my neighbour asked me if i had received a parcel for her. I said no but i would check with my dh. Turns out, depsite a note being put the door saying a neighbour had it, it was lying at the post office all along. She picked it up from the sorting office.

Is there a road with a similar sounding name?

There's a road in the same town as me, with the same ending and the same first letter as mine. Along the lines of Farnwood Road and Fleetwood Road. We get each others' post frequently and I've had to go and retrieve courier deliveries meant for me that have been left outside their house.

It might be worth having a look and popping round if there is something similar.

How appalling. When I've had things go missing from Clarks and M&S that were apparently delivered they refunded me immediately no questions asked.

I won't be ordering from Debenhams in future. I hope you get this sorted - not what a pregnant bride to be needs....

They don't have a leg to stand on. demand a refund. 'Kalsuma is not my neighbour'. Repeat as necessay.

I understand why stuff is left with neighbours, but I think that they are on a sticky wicket as soon as they choose to leave at the wrong address.

And leaving nothing to say that it has been delivered-just madness on their part.

After years of avoiding Debenhams due to awful customer service I was just about to be tempted by their sale but this has certainly set me back on the straight and narrow. I rarely agree with the blazing-into-social-media stance but in this case it really, really is your best hope. You've done everything to be reasonable but this is the pits. As a previous poster said posting on their fb page/twitter and linking to MN thread as well as emailing same link to complaints email address and CEO is a great idea. We're all on your side and keeping fingers crossed for a good outcome for you.

This drives me batshit. Why why why do couriers leave it at another address. Crazy!

What I don't understand is if this Kalsuma is a real person why haven't they delivered it to you?

If I'd taken in a parcel for next door who didn't collect it I would knock on their door to hand it to myself. If Kalsuma did this and the neighbour's said "That's not my surname, that's not for me" Kalsuma would have checked the address label, realise there's been a mistake and sort out getting the parcel to you.

Well that's what I would have done anyway.

Can you re-check your order confirmation and make sure you definitely provided the correct address? I know that sounds stupid but you just never know. Even if you just mistyped one letter it might give you an idea where your dress was sent to?

Hi all, I asked number 10 again and the husband answered, saying I need to stop bothering with them about the parcel and to sort it elsewhere...

Not sure what to say to that. I feel awful for badgering now. I was silly to even ask again.

I've spent a while looking at the links provided on here, plus the research of legal requirements.

The bottom line is: As a consumer, I shouldn't be tracking down couriers or contacting multiple people etc. The retailer should see that I am either refunded or a speedy replacement is given.

Now how do I get that through to these uninterested Debenhams people?

I hope it's not been left some random place and then stolen.
I had a random thing like this with ole but it turned out I'd requested it to be collected from the store. Could it have been delivered to Debenhams for you to collect?

Ikea not ole!

ophi No, and Debenhams sent confirmation emails etc saying it was on its way before it went missing x

Certainly a delivery issue

Twitter is your friend. Go tweet them, they will hopefully take notice very quickly.

@blueandyou I wore this for my wedding last summer, post-natally. It's very floaty and a size 14, pm me if it can be of use to you. It's French connection x

Look on Facebook for people with that name and your city - it's quite an unusual name so you might be in luck ❤️

Get in touch with a programme like BBC Watchdog (there's a series currently on doing live shows) - pretty sure they'd take notice of that kind of negative publicity ;)

(Replied to your email btw)

Shocking service

I hope it gets sorted OP and what lovely offers from posters. Have no doubt either way you will be looking beautiful on your wedding day :)

I agree that it's Debenhams problem. You paid for an item and you haven't got it. Get you bank to do a charge back too.

Royal Mail are also normally helpful. I had an issue with a signed for letter that they forged my signature on. I got a refund and an apology.

I hope you get it sorted but your neighbour at Number 10's reaction is a bit odd to me. You were only asking. What's there surname? Anything like Kulsuma?

Royal Mail should be able to send you an image of the signature - I've had to ask them for this before. Other delivery firms sometimes take a photo of the door they delivered it to.

I also have one you can have though it's unusual and purple. Let me know if it's any use. I hope it gets sorted swiftly. :)

saying I need to stop bothering with them about the parcel and to sort it elsewhere...

How many times have you asked them?

Either you've been harassing them or they took it (why, I've no idea).

Who is Kulsuma?

If it has tracking info check which depots and sorting offices it's been through. Royal mail delivered an item I ordered to the same street name, but in WALES, I live on the Wirral! No idea how they got it mixed up with different postcodes

Have you tried to get hold of the courier?

What a strange turn of phrase from Debenhams 'sorry you're unable to locate your order'

Well, you would be able to locate your order, if in fact it'd been delivered correctly.

I hope you get sorted