Refund dispute

[roseretrox]

Aibu to want a refund now?

I placed an order with next day delivery on 01/12/2022, courier was DPD. It was due to be delivered on 02/12/2022 however the item did not move from DPD’s depot.

After no tracking updates, I emailed the retailer on 08/12/2022 to ask them/DPD to return the parcel to sender and not deliver it as it would arrive too late.

The retailer did so, DPD updated tracking with “Return to consignor has been requested” on the same date. There’s no further tracking updates since.

I asked for a refund but the retailer refused to refund me until they receive the parcel. Aibu? My thought process is that the parcel has never been in my possession, it was never delivered to me and their own courier may have lost it en route to the retailer. It’s not a standard return and I didn’t organise the courier so the lost parcel is for them to deal with separately?

It seems theyre treating it as a return, where it is then your responsibility to get it back to them for your refund.

YANBU, they should not be treating this as a return as you never received your item.

Get angry! Do they have Twitter?

Yes they seem to be treating it as a return rather than a non delivery. I think I would have said it has not arrived, I want a refund rather than get involved in the “return”, that could have caused the confusion.

I agree with you. It never reached you so it's not your responsibility to ensure it gets back to them and you're entitled to the refund but sometimes it takes a few days to be processed anyway.

I think now it is classed as a return so they will wait for it to be returned.

if you’d just complained as never arrived- they will have refunded as ‘lost in transit’

just had the same thing with a DPD item.

surprisingly EVRI have been the best couriers for us this year!

If you paid on credit card start a charge back for the item

Who is the retailer and how much is the item value?

@HimiJendrix Beauty works and £200, this is why I couldn’t use a late order as it was hair extensions!

thank you all for replying

That's a lot of money, I hope you manage to get a refund. Good luck.

I'm having the exact same problem with DPD and Hotel Chocolate. DPD apparently tried to deliver twice (we were in both times and have a security camera which shows no deliveries and the delivery photo they sent is just black and they didnt leave it in the safe place I have registered with them). I paid for next day delivery so complained - HC have refunded the delivery charge back but won't refund the goods until they receive them back from DPD. I'm going to chase it again next week....

@flamingoshoes oh wow! Same, my retailer has refunded the delivery but not the order itself. Apparently the Royal Mail strikes have caused major delays to DPD too which is the reason behind all their recent issues. I used to think DPD were the most reliable, but as another poster mentioned, Evri have been the best this year!

Raise a dispute with your bank for non delivery of goods. I deal with this daily, your bank should refund you and then dispute this with the company.