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

This is a disgrace. Shame on you Debenhams.

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.

This is true, if you are happy with a refund. They absolutely should refund you if that's what you want. But if you want that particular wedding dress, and they don't have any left to send you another one, your best chance of locating it is by doing some sleuthing yourself. It's been delivered somewhere, it's a case of finding where.

Depends how bothered you are actually are about that exact dress.

I've just read the thread and retweeted. I'd ask everyone here and all your friends to retweet. Keep on retweeting. The PR aspect is what is going to make them take note.

to all the lovely ladies offering up their wedding dresses. I do hope you find 'the' dress that makes you feel beautiful.

OP several people have advised you to ask Debenhams to show your signature proof of delivery.

Why aren't you doing that?

And why on Earth didn't you mention in your email to the CEO that Kalsuma is not your neighbour's name??

I know that you shouldn't have to be doing this, but have you tried asking the other flats in case the delivery driver put the wrong flat number down?

We had this a few months ago - card through door "parcel left at No. 9" . No. 9 knew nothing about it. Turned out that our parcel was with our next door neighbours at No. 14. They'd had the parcel for over a fortnight too because No. 9 had just gone on holiday when the parcel was delivered. Giant parcel too. Goodness only knows why No. 14 didn't mention it, we bumped into them several times while No. 9 was on holiday, but they waited till I asked if they'd seen the parcel by any chance before giving us our parcel.

(Not actual house numbers)

Oh yes, I forgot like NaiceBiscuits parcels have been left in odd places here incl dp's suit left next to the guttering drainpipe (um yes, that one was very wet) and various parcels left actually in our food waste box, where we put old chicken carcasses to fester until recycling day. Worth having a look in every corner of any accessible bit of your property.

Sorting office also worth a go. They can be very good and might really pull out the stops when they hear your story.

RM are good when they're good but they can be really rubbish. I can always tell when our usual bloke isn't working (see food waste box above).

op I once lost a pair of trainers that were supposed to have been left in my shed. I went spare looking for them but to no avail. The courier insisted they'd been delivered.

3 years later, guess what my neighbours found in their shed....

Is there anywhere else it could have been left?

OP: The key to finding this dress is finding Kulsuma or someone with a similar name).

People have already suggested how you might go about that (directory enquiries on line or a facebook search).

It's possible the flat number is wrong so it was signed for by someone other than number 10 - check with all other flats (not number 10 again who clearly don't have it).

Ask the courier company to show you the signature. Perhaps Kulsuma is actually something that looks similar.

Perhaps there is a block of flats with a similar address to yours? Try an address search on a website like streetmap or the post office website that offers options when you partially type the address

Debenhams cannot find this dress for you so unless you want to forget it and get a refund now I'd focus on doing some more searching first.

Hate this sort of thing, the delivery address was your address and they failed to deliver it to you, you didn't agree it could be delivered to a neighbour (for example on the delivery instructions given to Debenhams) so Debenhams need to take this up with the courier but ultimately refund your money.

RM delivered a parcel to me a couple of years ago,which then went 'missing'. My name was written down as a signature on the RM device as the person accepting the parcel at my address.

At the time in question, I was in Crown Court, working.

Royal Mail have form for faking signatures and delivery confirmations.

Thankfully John Lewis believed me!! The fact I had a court full of credible witnesses to say I was not at home accepting parcels I suppose helped me!!

Sorry. Haven't RTFT but www.which.co.uk/consumer-rights/advice/my-parcel-was-left-with-a-neighbour-who-denies-having-it

Just a bit about rights.
I reckon taking to twitter, even if you just set up an account for this, and complain then they should probably do something about it.

I you search 'Debenhams wedding' on twitter - it's the first tweet!

Retweet and shame!

Kolsuma is a traditional Bengali ladies name.

Kulsuma is clearly the neighbor who signed. Do a google search with the street address and that name

Kolsuma is a traditional Bengali ladies name.*

Yes

Debenhams are shocking for this. I had similar, ordered a dress to be Delivered, didn't turn up by date stated so went in store to sort. Apparently they had left it on doorstep so wouldn't help, had to really kick up a fuss in store before given a replacement. Only 3 months later the dress gets delivered by courier.

I hope you get it sorted soon, not stress you need this close.

Have you checked the surrounding roads? I signed for a package for number X 'road next to KrispieKastle' yesterday but didn't realise until an hour later so walked it down to the correct address.

If the signature was on one of those electronic pads then i doubt that the signature is in anyway legible. I'd assume that the name began with a K but that would be it.

I've not read the full thread but there is a free complaining website called resolver who I've used in the past with debenhams, it was for something trivial compared to this but they got back to me quickly and provided a refund. It may be worth a shot.

To be fair, I don't read that message from Debenham as a "Get lost" message. It reads to me as if they're saying the reason you haven't received the dress is because it's been delivered to your neighbour, please check there. In an ideal world they'd have added something inviting you to contact them again if it's not there, but that is sort of the implication anyway.

Does anyone else remember the thread where a mumsnetter found her ideal wedding dress but couldn't get it? She posted on here and through the magic of mumsnet the same dress was tracked down and delivered to her from someone in Australia.... I was only an occasional lurker back then so don't know what eventually happened but it was such a lovely thread..... don't give up OP!!!

We once had a box of 6 bottles of wine just left in a hedge next to our house. Quite clearly visible to anyone waking past. I was heavily pregnant at the time at it was a huge struggle picking up all this wine from the floor and I got some very funny looks but no help.

Really hope Debenhams sort this for you OP. As others have said, it really isn't your problem, they should be fixing it. Especially when you've got a baby and a wedding to worry about, that is stress enough.

I would first check your order information to make sure that the address is definitely correct, correct postcode etc, there could be a typo which gives a clue as to the street Kulsuma lives in.

I had a slightly similar situation years ago, my new passport was delivered to an address somewhere near to me but I never found out exactly where/which street, they had posted it through the letterbox and taken a photo of the door (which had no number) as proof of delivery, once I had received their 'proof' I then had to photograph my own front door to show that it was the wrong house and the passport agency reimbursed me.

I should correct myself- she bought the dress from someone in Australia- but it just goes to show that anything is possible. I hope that you get your refund/ find another dress as that really is appalling customer service!