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Original poster

Lindt/DHL - parcel delivered to wrong address!

19 replies

Julyandraining · 02/11/2023 12:47

Over a week ago a box of Christmas chocolate I'd ordered from Lindt was delivered to the wrong address by DHL.

After receiving the 'your parcel has been delivered' email I immediately checked the location, and there was a photo of someone's feet and hand (not mine) and the address (not mine).
I went to a couple of houses near the DHL GPS pin, but no-one said they had it. The road is a mile long and I do not have time to knock every single house when this isn't my mistake. The address on the parcel is my address, it was delivered to the wrong house!

I emailed Lindt and DHL the same day, and it's taken over a week (and several emails) for Lindt to finally get back to me. DHL still haven't.
They said the DHL GPS pin is showing it was delivered to the delivery address, my house, which it isn't, and there is nothing they can do!
I live at 177 and this is showing it was delivered to 115!

I have spent over £50 on Christmas chocolate - advent calendars, stocking fillers, and treats for myself - so I can't just let it go, nor should I!

What can I do?! It was paid for on a debit card.

OP posts:
TheFlis · 02/11/2023 12:56

Your contract was with Lindt, not DHL, so they are the ones who need to resolve it.

Sofaz34 · 02/11/2023 12:58

Do you have a local Facebook group or what's app group for the road where tou can ask someone to return it? Or might be being obvious but just knock on the doors of the houses around 115? You can maybe tell which house it is from the photo based on the floor tiles, cladding etc...

LubaLuca · 02/11/2023 12:59

Go back to Lindt, you can show them where you are on the map and how they've made a mistake in thinking that the pin is at your address. I'd also send them a photo of my feet and front door with no parcel in my hand, but I'm a twat like that.

MereDintofPandiculation · 02/11/2023 13:02

Go back to Lindt with a map with pin showing your house and showing where it was delivered. Point out what DHL have given Lindt is proof that it wasn't delivered.

Original poster
Julyandraining · 02/11/2023 13:04

Lindt have said it was delivered to my house and there's nothing they can do. It wasn't, it was apparently delivered to 115 (not me at 177) which is showing on DHL GPS, but Lindt are saying this is my house?!

I have knocked 115 and the surrounding houses, looked for similar entrances etc, but it's a really long road, and if someone took it in showing my name and address on it, realised and hasn't given it back in over a week, they're clearly keeping it! The boxes normally have Lindt in massive letters on them, so they would know what it is.

I was going to send them a photo of my doorstep, so might just do that! And will go back saying that the photo is proof it WASN'T delivered to me!

OP posts:
littleripper · 02/11/2023 13:08

Tell Lindt you're following up with your credit card/bank

VeridicalVagabond · 02/11/2023 13:08

I'd be sending them a copy of the DHL GPS map with a big circle in red round my house to show them that DHL have not delivered it to the right place. And probably a picture of my doorstep.

Mywingshurt · 02/11/2023 13:09

If lindt aren't being helpful and can't resolve your issue, you can raise a chargeback via your bank for non-receipt of goods. You'll need to evidence delivery to the wrong address so keep hold of all correspondence.

You can dispute a transaction over the phone if you call them, some banks you can raise a dispute online.

Original poster
Julyandraining · 02/11/2023 13:11

VeridicalVagabond - I've just done that now! It's so frustrating!

Mywingshurt - I might just do that, I'll see what they say and do it then. I have proof I didn't get it, from DHL's GPS pin and also the photos.

OP posts:
LubaLuca · 02/11/2023 13:11

but Lindt are saying this is my house?!

It isn't, so you tell them in no uncertain terms that you don't live in the house that the pin is on. Highlight your house on the map, they can't keep arguing against the undeniable.

underneaththeash · 02/11/2023 13:11

I don't understand how they can be saying that it was delivered to your house when it wasn't.

You need to contact them again

Precipice · 02/11/2023 13:12

if someone took it in showing my name and address on it, realised and hasn't given it back in over a week, they're clearly keeping it!

They likely still think you're going to turn up at some point.

If I got a package for someone at a different address delivered to me, it would take me longer than a week to think that it was now on me to go and actually deliver it to them. It's the responsibility of the sender to deliver to you, not someone at whose house this has been dumped. They likely think that you were told the specific address and just haven't come yet, as people usually do.

Original poster
Julyandraining · 02/11/2023 13:16

Precipice - I totally get that, but I knocked 115 and the doorstep isn't even theirs! They said they didn't have it, and I knocked the surrounding houses too, kept an eye out for the 'step' but can't locate it. Also, around here all the houses are set back from the roads, so I would need to walk up every persons drive to check all the house steps in the mile long road. I don't have time to do that, and I shouldn't have to.

OP posts:
billyt · 02/11/2023 13:16

Precipice · 02/11/2023 13:12

if someone took it in showing my name and address on it, realised and hasn't given it back in over a week, they're clearly keeping it!

They likely still think you're going to turn up at some point.

If I got a package for someone at a different address delivered to me, it would take me longer than a week to think that it was now on me to go and actually deliver it to them. It's the responsibility of the sender to deliver to you, not someone at whose house this has been dumped. They likely think that you were told the specific address and just haven't come yet, as people usually do.

But @Julyandraining doesn't know where it's been delivered. Just that it's not been delivered to them. How can they turn up?

And if they had been told a specific address then it obviously wasn't the address the package was supposed to be delivered to.

KimberleyClark · 02/11/2023 13:21

*if someone took it in showing my name and address on it, realised and hasn't given it back in over a week, they're clearly keeping it!

They likely still think you're going to turn up at some point.*

I would have taken it round to the correct recipient straightaway, to save them worrying about what had happened to it.

ny20005 · 02/11/2023 13:24

Unfortunately lots of people aren't honest. It's probably labelled who it's from so they've kept it.

Keep screenshots of all messages with dhl & with Lindt. You can raise chargeback with your bank & they'll need all those screenshots showing it wasn't delivered to your address

Original poster
Julyandraining · 03/11/2023 09:03

I logged a 'not delivered' case with my bank, and they immediately sent a 'temporary refund'. It just said unless they hear back from Lindt stating otherwise they will close the case. And if Lindt does appeal, for £50, then I have the evidence to say I didn't get it!
But, they have now lost a customer.

OP posts:
ny20005 · 03/11/2023 14:37

Merchant has 45 days to respond. If they don't respond, it goes in your favour & you keep the refund. If they challenged it & say it was delivered, and you might have to push the bank into challenging that with your evidence

Ktime · 03/11/2023 15:08

I think you need to get angry with Lindt. Tweet them as well.

They can’t say you live at no.115!

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