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

Could it be at another neighbours. I remember courier once left a note saying my parcel was left at number 11, i tried for days and the man who lived there was adamant he hadn't taken it in. Turned out it was number 4

I would check with the other flats. Royal Mail probably put down the wrong flat number. Kalsuma is who signed for it.

You need to get hold of Royal Mail and ask to see the signature.

Then you have proof that you didn't sign for it.

As far as Debenhams are concerned, the parcel has been delivered.

I ordered a delivery of shoes from Kurt Geiger in the sale. I received a text to say it had been delivered. I had nothing. Rung Kurt Geiger who were really helpful and said it had been signed for at my address by someone called Mike. There is no man living here. I am the only adult. They chased it up and gave me a refund. I can only assume that the delivery company had delivered to the wrong address and someone accepted it fraudulently and sold it on.

Those shoes were on the sale and out of stock as well. They should refund immediately.

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

Good grief!

Was it hidden, or did they not go in the shed very often??

OP - I'm not sure if you've read all the replies but several people have pointed out that this dress is still available on the Debenhams website AND on the Dorothy Perkins website.

Whilst I absolutely think that you should continue with your approaches to Debenhams to try to get a refund/replacement- I think you'd be wise to buy it from the Dorothy Perkins website in the meantime, you can always return it if the original turns up. I understand that you can't really afford another but dress but given that you've acknowledged that you are going to have to buy a replacement anyway - and said to frazzle that you could go up to £120 - wouldn't it be sensible to spend £85 on the dress you want - whilst continuing to keep the pressure on Debenhams?

And ask for a copy of the signature - as others have said

Good luck - it must be so stressful for you! X

Op do you live near Benniworth? I think I know you

diddl they weren't big sheddies, no. It was just inside the door, not quite sure how they missed it but I guess a shoe box is easily overlooked..

Did you give them permission to leave with a neighbour?! Shocking!

I once had a parcel left with a neighbour. Wrong number on the card AND it was 2 streets over. I'd have never got it if they hadn't trasped it over

Unless they have photo evidence or a signature then they should give a refund surely

Came on to say exactly what Jillthereckless said. It's madness to pay another poster £100 for a dress when you could use that money to buy the one you really want , and then chase up a refund when you have time on your side.

Good luck!

Just to say again, should the dress I have be suitable, I don't want anything for it! I'd far rather OP use the money for something else towards her wedding or the baby :)

OP - you bought this online - therefore the Distance Selling Regulations are your friend! They HAVE to deliver the item to you and unless you have specifically identified a neighbour to take in a parcel, if they don't get it to you, they are at fault.
This is basic online selling legislation - they are 100% wrong (online seller here) and they have to replace / refund.

Shocking when major retailers fail to comply with the law.

several people have pointed out that this dress is still available on the Debenhams website AND on the Dorothy Perkins website

Just thought it was worth reposting Jill's post.

Debenhams should be chasing the courier and sorting this. Not you. Something similar (not a dress) happened to me with a John Lewis delivery, and John Lewis got on the courier and it was sorted. Turned up mysteriously a few hours later...

Anyway, if it's not sorted, how pregnant are you and how tall are you? I was married at 20 weeks pregnant, and am 5'7" ... I still have the dress which I would be happy to send pics of it size is in the ballpark. I felt lovely in it. I would be happy to pass it on to you if you think it would fit/suit. :)

I have encountered this EXACT problem from a different perspective. A courier knew my name from previous parcels posted to me and used my name to sign for a parcel for someone else local. Then the courier tried to say I had it. Police were called as the value of the parcel was over £1000 and the courier had just stolen it and was using my name to cover his tracks. He was prosecuted by the courier company and found guilty.

My advice, make a massive stink about it, tell neighbours & when you call (was it Debenhams, sorry phone won't let me scroll up) you're involving police etc.

I had a separate occasion when a courier put a parcel in my bin when I was in! He just couldn't be arsed to knock. Card said "safe place" and I never thought to check the bin. It was chucked out with the rubbish the next day. I had to make a big stink about that to get my money back & then the courier "called round" as I was on his route one day so have a go & say he was in trouble about it! Tough shit!

The dress may still be available but the OP is probably a bit put off ordering and spending another chunk of money after the experience shes had. I assume the trust is completely broken and if money is tight, free offers from MN users may seem more attractive.

That's pish. I don't think RM are allowed to deliver elsewhere unless you specify that neighbour's house as nominated receiver if you're not at home. Agree it's Debenhams responsibility-they outsourced the delivery so they should deal with RM. And with you separately by sending you a replacement dress. And maybe a nice tiara to apologise for the stress. Double congratulations btw 😄

Courier should be able to confirm signature image. If they can't then they really don't have a leg to stand on.

However as Debenhams have the contract

With them to deliver on their behalf it should be them who query this to resolution for you

Shocking customer care

She wouldn't have to go back to Debenhams though - she could go to Dotty P's website and get it and keep it in its bag ready to return but have it in reserve in case the other one doesn't turn up and the MN offers don't work out.

Sorry if anyone thought I was abandoning the thread! Just packing (recently moved houses but still living in old house).

I saw briefly a poster asking what area I'm from as they believe they know me. You may well do! Although I don't recognise the area you mentioned. I have moved to Bedfordshire area now but am from London/Essex area originally

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?

I have asked three times now But once was in fleeting.

I certainly did not harass! I wouldn't dream of it

Sorry OP, I didn't mean it like that Just that if you've not been harassing them (which you clearly haven't) then they've acted oddly. If you're on friendly terms.

But you don't know who Kulsuma is?

I am selling my maternity dress - I was 7 months pregnant at the time I wore it and felt amamzing!