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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

AIBU the courier, the company, the neighbour and the slightly grubby face cream

82 replies

questionofethics · 06/12/2019 20:53

Mumsnet virgin - first time poster here looking for some collective wisdom. Sorry for long post!

Ordered some posh face products from Kiehls as a Christmas gift for my neice to be delivered to my office address. Arrived at work on Thursday morning to receive delivery card saying courier had left with neighbour (also a business next door). Went to collect - they were in a bit of a flap and said the parcel had been taken home by someone who worked there. They were going to get it brought back and call me. Heard nothing but they seemed to know it contained Kiehls products.

Went back in today and was handed two bottles - one slightly grubby and with no seals. Was gobsmacked. Asked where packaging was and spoke to girl who had opened it - she was very defensive and she thought it was her package as apparently she had also ordered a package from Kiehls (really!) and had binned the box and delivery note. I asked her had she not read label - she said someone put it on her seat so she just opened it and it was not her fault.

Suggested she keep the products and give me the money so I could replace as gifts. She became really aggressive and said that was not happening. Not sure how to resolve. Phoned Kiehls who said I would have to package and pay for postage and write a letter explaining but they could not guarantee they would replace products.

Have also wasted about an hour of my life trying to get hold of dpd - the courier - which is like being in some seventh circle of hell. Not managed to contact anyone there successfully yet.

Anyone got a creative idea how to resolve?

OP posts:
lynzpynz · 07/12/2019 08:13

The supplier cannot just offload responsibility to their subcontractor for your order not reaching you. As others have said its keihls you need to pursue here as they should be chasing for a resolution to this not you, I agree I wouldn't let it drop!

As for the neighbour, I'd keep at it too - she had ordered stuff too and thought it was hers? OK no problem, speak to the boss and say you're happy to swop them in that case when hers arrive as if it truly is innocent then that'll resolve it (doubt it was innocent however!). 100% involve the boss.

Is there any of the newspapers / Martin Lewis type things you could write to in the interim?

Agree the credit card company is also a good shout, and is there an ombudsman or equivalent for retail goods you could contact too?

AJPTaylor · 07/12/2019 08:24

I would say you are up against it but good luck.

rookiemere · 07/12/2019 08:28

Actually talking to CC may help. The goods did arrive, but damaged and not fit for purpose ( for gifting ), so it may be worth picking up the phone to them just to ask.

sueelleker · 07/12/2019 08:31

I was lucky-I ordered something third party through Amazon. The tracking information said 'handed to resident' and my husband was the only one in the house. I got an immediate refund.

DoesntLeftoverTurkeySoupDragOn · 07/12/2019 08:33

I can’t believe people are suggesting threatening the lady with the police....... they really won’t care.

Why can't you believe that people are suggesting a thief is reported to the police?

nettie434 · 07/12/2019 08:39

Is there any of the newspapers / Martin Lewis type things you could write to in the interim?

Agree with lynzpynz that this is a good idea. There is a radio 4 programme called You and Yours. The Guardian has Consumer Champions but other newspapers have consumer rights sections too. Strangely enough, they seem to get a response when individuals don’t. The problem here is really the Employee Next Door. Did the delivery company ask her to sign for it? Sometimes you have to sign the courier’s handheld device?

Aridane · 07/12/2019 08:54

I don't think you should have taken the products from the woman concerned. Otherwise you could just have honestly told the seller you hadn't received and / or got a refund via credit card company / PayPal.

You will be on a hiding to nothing. With courier company or woman herself

DoesntLeftoverTurkeySoupDragOn · 07/12/2019 09:31

She can honestly say that she received used goods.

EggysMom · 07/12/2019 09:40

I'd be inclined to take the two bottles back to the CF in the neighbouring company, and explain that (1) you cannot use them as you cannot tell if the seal is broken but also (2) you will be pursuing this through Kiehls as an undelivered item.

Then go back to Kiehls and complain for non-delivery. They should re-ship the full order, and claim from courier (with whom they have the contract). If courier then wants to try and retrieve the opened and used parcel from the CF, that is up to them.

Also if you are looking for ways to approach Kiehls, consider using the Resolver website.

PrayingandHoping · 07/12/2019 09:41

Hmmm I actually think fault lies with the thief next door! The company agreed and signed to look after the product when DPD delivered it and look after it until you collect it. That's the deal you make when u take in parcels for someone, Not then let an employee steal it. Delivery Companies would never leave parcels with neighbours if it was then ok for them to claim it was theirs!

You may get good Will from dpd or the manufacturer but I don't think it's their fault at all. It's the thief next door who thought she'd get away with it!

LannieDuck · 07/12/2019 09:55

I would have thought whoever signed for it at neighbouring company would be in some trouble (internal trouble within that company) - they left it on the CF's desk when it didn't have her name on. Why do that?

TokyoSushi · 07/12/2019 10:07

No advice except to say what a cheeky cow the thief next door is!! Shock

bettytaghetti · 07/12/2019 10:22

Definitely contact the credit card company if that's how you paid. You should have some protection on purchases.
Amex (for example) have always been extremely helpful whenever we've had problems and retailers don't like it when their money gets put on hold while the credit card company investigates.

Cuteypye · 07/12/2019 11:31

I would go back next door and take her photo. Then say that you will put it on SM and on window of your business (you can’t, but she may not know that), warning others to be aware of this theft! Might frighten or embarrass her enough to pay you back?

TSSDNCOP · 07/12/2019 11:45

Crossing Kiehls off my shopping list.

Original poster
questionofethics · 07/12/2019 12:30

Update: just had email from Kiehls looking for more details. Hoping they will kick in. Thanks for all the constructive advice.

OP posts:
GoGoLego · 07/12/2019 12:39

Yanbu and the workplace next door and the girl specifically are definitely nominees and contenders for the mn cf of the year award 2019

Either they need to reimburse you

Honeybee85 · 07/12/2019 12:58

Send Kiehls a link to this thread and show them how bad they will continue to look if they don’t solve this in a decent manner!

Jumpi · 07/12/2019 13:07

Wow what stupidity from the girl for stealing the bottles. She clearly knew they were for next door and so someone would come looking for them.

And if she was telling the truth and it was a genuine mistake then she’d hand over the cash or her own order.

19lottie82 · 07/12/2019 13:16

Why can't you believe that people are
suggesting a thief is reported to the police?

Because as I mentioned in the same post Hmm she will just claim it was an honest mistake and they have now be returned. Seriously, you’re deluded if you think the police will do anything or even care.

Not to mention the fact that their resources are already stretched and calling them out for this would be a disgusting waste.

elmosducks · 07/12/2019 13:39

I would be playing holy hell with the business next door, and elevating it to management.

Unusualusernames · 07/12/2019 14:06

The seller is responsible. The item is not of satisfactory quality and your contact is with the seller not the courier (consumer rights act). Sometimes calling them out on social media gets a quick result. Don't bother persuing the cheeky cow, it would be difficult to establish a case against her.

Thuglife · 07/12/2019 14:06

I ordered a duvet cover from Amazon & was told it have been delivered & signed for ( by me apparently Hmm).
I never managed to track it down & it took forever to sort out and get a refund . You just have to be pushy until they get so fed up they refund the money. Doesn’t really solve your problem though.
I still wang on to my family about it Grin.

DoesntLeftoverTurkeySoupDragOn · 07/12/2019 14:35

Because as I mentioned in the same post hmm she will just claim it was an honest mistake and they have now be returned. Seriously, you’re deluded if you think the police will do anything or even care.

She hasn't returned them in the same state. She has "permanently deprived" the OP of the original items. She is a thief. Seriously you are deluded if you think otherwise.

I never said the police would do anything.