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Original poster

Missing items

57 replies

TurnUpTurnip · 10/12/2021 10:51

I ordered some bits from an online retailer over a week ago, the delivery said it was due Monday but actually ended up being delivered early on the Saturday when I wasn’t in, when I came home there was nothing delivered (I don’t have a safe place to leave any items but I checked bins/ garden anyway) I’ve asked my neighbours both have said they don’t have anything, I contacted the company on Tuesday who said they would investigate and get back to me, having not heard anything I contacted them again today to be told they first had no record of me contacting them... then When I insisted I did she told me actually she could find that I did contact them (funny that) she told me they had investigated and decided the items were delivered, despite no signature, no picture and the fact I wasn’t in, I can only assume they were left outside, she told me they decided they were left and I have to fill in a form she will email me, I’ve looked at the form and it mentioned a police investigation?! All sounds very strange never had this before over a missing item and the police don’t even come out for real crime! What should I do as they were insisting that it was left at my door, am I better off opening a dispute with me bank?

OP posts:
Mercurial123 · 10/12/2021 10:57

Complete the form and advise them you will request a chargeback from the bank. Contact the bank and initiate a claim.

Original poster
TurnUpTurnip · 10/12/2021 11:03

She made out like I was a liar and told me it was delivered but I wasn’t in, the company can’t have any proof as they didn’t deliver it to me, wherever they left it (!) they’ve not said where just that it was “delivered” it isn’t there, I’ve never had this from a company before

OP posts:
MorningStarling · 10/12/2021 11:10

The company have to prove you received it, you don't have to prove you didn't. It's their responsibility up until the point you have it. If it's left outside and stolen, that's their problem. Fill out the form and investigate whether you can do a chargeback, depending on your payment method.

MorningStarling · 10/12/2021 11:12

Also - if they want a police investigation that's their call. You don't have to contact the police. Since the goods are the seller's responsibility until you receive them, if someone has stolen them then the theft is from the seller, not from you.

It's more likely it's just been delivered to the wrong address though.

Original poster
TurnUpTurnip · 10/12/2021 11:14

Copy of the email

Missing items
OP posts:
TheGirlWhoLived · 10/12/2021 11:15

Yeah I think it’s a standard email to stop chancers!

Santahatesbraisedcabbage · 10/12/2021 11:15

Bloody chancers!! Reply ASAP!!

SilverHairedCat · 10/12/2021 11:23

Just say yes to their T&Cs on this.

What does the tracking show? No photo taken? Which courier company?

Original poster
TurnUpTurnip · 10/12/2021 11:27

I’ve just checked the tracking as at first it said error now the tracking says I signed for it?!

OP posts:
Original poster
TurnUpTurnip · 10/12/2021 11:28

It was dhl, this just gets worse and worse, they have signed for it on my behalf?!

OP posts:
Original poster
TurnUpTurnip · 10/12/2021 11:32

So that’s it then they can go around signing on your behalf and now I’ve lost my money

OP posts:
TheGirlWhoLived · 10/12/2021 11:35

No you haven’t lost your money, you haven’t received the items which is the contract between you and the delivering company. State clearly and concisely that you haven’t received your items, your contract is with them and you would like your items or a refund within 5 days.

Their contract is with the delivering company and they need to look into the errors such as being delivered to the wrong place and signing on behalf of you- the onus is on them to prove it is delivered, not you to prove it wasn’t

Tee20x · 10/12/2021 11:36

The police thing is just fo scare chancers off and prevent people making fraudulent claims. Normally my delivery people take a photo of the parcel in the open doorway or photo of wherever they left it.

Any delivery driver can sign to say it's been delivered, doesn't prove it has and it doesn't matter as it won't be your signature.

They've probably left it outside and it's been taken by someone. Have any of your neighbours got a ring doorbell? It may have picked up the delivery driver - or lack of one?

TheGirlWhoLived · 10/12/2021 11:36

Sorry that wasn’t clear. The company you ordered from and you have a contract. This has currently not been fulfilled.

The company you ordered from and the delivery company have a contract, this is not your problem. Look up consumer rights act, it should be quite clear on there.

Mercurial123 · 10/12/2021 11:37

I have no contact delivery set up with DHL. They leave in my garden when I'm at work. I take the responsibility if it goes "missing". But if you didn't sign up for that then it's up to the company to resolve, their contract is with DHL.

hazelnutlatte · 10/12/2021 11:37

Can you contact the courier directly? I had something similar with hermes and they sent me a picture of the front door step where it was delivered - and it wasn't my front door! It was delivered to my house number on a different street.

Original poster
TurnUpTurnip · 10/12/2021 11:38

But it states it was signed for by me now it’s my word against theres

OP posts:
SilverHairedCat · 10/12/2021 11:38

Don't over think the police reference. It's intended to scare off the liars, not the real victims.

If it's DPD, they are taking - or should be taking - doorstep photos. Can you see one on the tracking? I'll find my most recent one and see if I can see it too.

Original poster
TurnUpTurnip · 10/12/2021 11:38

@Mercurial123

I have no contact delivery set up with DHL. They leave in my garden when I'm at work. I take the responsibility if it goes "missing". But if you didn't sign up for that then it's up to the company to resolve, their contract is with DHL.
No I haven’t signed up to that this is the first time I’ve ever had a delivery from them
OP posts:
Santahatesbraisedcabbage · 10/12/2021 11:39

Send a screenshot of your signature from your driving licence..

Englishrosegarden · 10/12/2021 11:39

Just to put the other side of this - I run a small business that sends a lot of parcels and we get a LOT of people saying they have not had their parcel. We use Royal Mail 2nd class most of the time and because we have an account we can see if our parcel has been delivered.
All of the courier companies including Royal Mail have gps tracking so when they deliver a parcel, the gps location of that item is recorded. A lot also take pictures of the delivery house/person.
This means when someone says their parcel was not delivered, we can check whether that is actually true or not.
It amazes me the number of people who "suddenly find" their parcel once you tell them you have proof it was delivered, and even more will discover it once you tell them it must have been stolen and you will need to involve the police.
I can count on one hand the number of genuinely undelivered or lost parcels we actually have and we send hundreds a month.
It is really unfair to expect the retailer to bear the cost of you being unavailable to accept a delivery if they have proof it was delivered and something subsequently happened to it.
On the other hand, I am of the firm opinion that a courier/delivery man should not leave a parcel anywhere but in the hand of the householder who ordered it, and indeed for our more expensive items, we have that rule in place so they will not leave it with a neighbour or outside, but obviously that comes at a greater cost.

Original poster
TurnUpTurnip · 10/12/2021 11:39

@SilverHairedCat

Don't over think the police reference. It's intended to scare off the liars, not the real victims.

If it's DPD, they are taking - or should be taking - doorstep photos. Can you see one on the tracking? I'll find my most recent one and see if I can see it too.

The police thing has bothered me as the company have said I did sign for it
OP posts:
Thatsplentyjack · 10/12/2021 11:40

Send the form back straight away. Email them and ask them to send you a copy of the signature that signed for the parcel. I had this once and the signature was S. Turnbull no one in this street by that name.

Original poster
TurnUpTurnip · 10/12/2021 11:40

@Englishrosegarden

Just to put the other side of this - I run a small business that sends a lot of parcels and we get a LOT of people saying they have not had their parcel. We use Royal Mail 2nd class most of the time and because we have an account we can see if our parcel has been delivered. All of the courier companies including Royal Mail have gps tracking so when they deliver a parcel, the gps location of that item is recorded. A lot also take pictures of the delivery house/person. This means when someone says their parcel was not delivered, we can check whether that is actually true or not. It amazes me the number of people who "suddenly find" their parcel once you tell them you have proof it was delivered, and even more will discover it once you tell them it must have been stolen and you will need to involve the police. I can count on one hand the number of genuinely undelivered or lost parcels we actually have and we send hundreds a month. It is really unfair to expect the retailer to bear the cost of you being unavailable to accept a delivery if they have proof it was delivered and something subsequently happened to it. On the other hand, I am of the firm opinion that a courier/delivery man should not leave a parcel anywhere but in the hand of the householder who ordered it, and indeed for our more expensive items, we have that rule in place so they will not leave it with a neighbour or outside, but obviously that comes at a greater cost.
Did you read my post, it said it was going to be delivered Monday, it came early
OP posts:
50ShadesOfCatholic · 10/12/2021 11:40

Oh it can be such a long winded and irritating process but just work through the steps and try to ignore any suggestion that you have done anything wrong.

I'm lucky that my neighbour has cameras so I can prove that delivery wasn't made. Interestingly no-one has ever asked for the proof, just mentioning you have it seems to be enough...