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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

They should just refund me now right?

42 replies

Costumier · 13/12/2023 18:36

Dpd delivered my selfridges parcel and sent me a photo of it lying at someone else's back door stating it was my back door. They hadn't pressed my bell at all as we have a video doorbell.

I had signed the online form to say leave with neighbour or my porch. It's not with a neighbour either. I got this from selfridges:

"DPD have stated that the GPS location has not matched your address hence why they have raised an investigation for this, which should be concluded within 6 working days.

Once DPD have finished their investigation then we can make our final decision on what the next step is. The 2 outcomes we can have is if DPD are adamant that this was delivered to your property then unfortunately we cannot do anything. If DPD come back to us and say it was a fault of theirs and they delivered it to the wrong address then we can process a refund for yourself.

I hope that this has cleared somethings up. If you have any other questions regarding this please do not hesitate to get back into contact with us via email or phone. "

Aibu they should refund me now, as dpd seem to have already said its the wrong place? Now an anxious wait for a possible refund on expensive black coat I needed for a funeral on Saturday.

Ffs

OP posts:
Aprilx · 13/12/2023 18:41

I think they need to be allowed to investigate. I would let them to that and take it from there.

Original poster
Costumier · 13/12/2023 18:55

True.

However, how can it be option 1 - ie. Dpd is adamant its in the right place? They have said its the wrong GPS.

Concerned as it was £650 - I figured I'd need a smart balck coat for years to come

OP posts:
Pandajane · 13/12/2023 19:01

The retailer is responsible if a parcel is not delivered, is it selfridges who are saying that they will not refund you until DPD have agreed that they are at fault?

BloodandGlitter · 13/12/2023 19:09

DPD may well send the driver back to that location to get the parcel yet. It's happened to me before where they have misdelivered and then fetched it. That will probably be part of the investigation, as DPD won't want to pay out.

Glitterb · 13/12/2023 19:22

DPD did the same thing to me when I ordered from flannels, they wouldn’t do anything until DPD investigated which is 14 days I believe. They did refund in full eventually but it was annoying as it was a birthday present and it was worth a couple of hundred pounds!

TheUltima · 13/12/2023 19:23

How did you pay? PayPal are brilliant with things like this, and you can also raise it with your credit card company

Doingtheboxerbeat · 13/12/2023 19:28

Stuff like this gives me anxiety about ordering stuff online for Christmas - it's all well and good offering refunds after investigations and whatnot, but not when you need the money asap so you can to purchase it elsewhere 😖.

Original poster
Costumier · 13/12/2023 19:36

I paid with PayPal. Although I wish I'd paid with my credit card as hsbc are helpful.

Altho if dpd say it was correctly delivered, what can I do. Nobody is going to come round and see I don't have yellow block paving and a big red hosepipe at my back porch.

OP posts:
Original poster
Costumier · 13/12/2023 19:36

Sodndashitall · 13/12/2023 19:14

Your contract is with Selfridges not DPD. If you need to have item this week and this was clear from the ordering process eg express delivery or something then you can tell them that you want it ASAP.
Use the templates here https://www.citizensadvice.org.uk/consumer/template-letters/letters/problems-with-goods-or-services/letter-to-complain-about-non-delivery-of-goods/

It was, I paid £8.95 for next day

OP posts:
Remagirl · 13/12/2023 19:58

I had a similar scenario with a retailer and DPD. I pointed out that the photograph was a different property to mine, they referenced a photo from a previous delivery and agreed.

TheCave · 13/12/2023 20:09

Check out s28 of the Consumer Rights Act

https://www.legislation.gov.uk/ukpga/2015/15/section/28/enacted

I would absolutely fight this especially as you paid for next day delivery. That's a sure fire clue that waiting a 14 day period or whatever they are suggesting is unreasonable. Tell Selfridges that you need the item delivered by EOD Friday and if not you want a refund as per the Consumer Rights Act. If they do not process a refund, tell them you will open a claim via PayPal for non-delivery. Also provide a photograph of your front door as proof that you do not have the same door as the one in DPD's photo, and remind them that risk hasn't passed to you because they haven't delivered to the correct location (see s29 of the Act).

Consumer Rights Act 2015

https://www.legislation.gov.uk/ukpga/2015/15/section/28/enacted

hedgehoglurker · 13/12/2023 20:32

Can you put a message on your local Facebook/ NextDoor? Someone may have it sat in their porch without realising.

Aprilx · 13/12/2023 20:34

Costumier · 13/12/2023 18:55

True.

However, how can it be option 1 - ie. Dpd is adamant its in the right place? They have said its the wrong GPS.

Concerned as it was £650 - I figured I'd need a smart balck coat for years to come

If need be, it will be very easy to prove that the door in the photo is not yours. I still think it is reasonable for them to be allowed to investigate, that you paid extra for next day delivery means they really should refund the delivery charge, it doesn’t mean they have to refund £650 without any investigation.

You will win this in the end, but the law is always going to allow time for something to be delivered / turn up.

Sodndashitall · 13/12/2023 20:43

Costumier · 13/12/2023 19:36

It was, I paid £8.95 for next day

Show quote history

Right so if they said they'd deliver it next day then they haven't you can quite rightly ask them to get your coat to you next day or cancel the order

Original poster
Costumier · 13/12/2023 20:49

They've offered me the £8.95 for now....

I've asked local fb, and we don't have a road whatapp yet. Most houses on this road are inaccessible at the back.

Also why not ring the bell if he was even on the road. Currently dpd now say its and 'unclear POD'. Grrr

OP posts:
Minglemangle007 · 13/12/2023 20:55

Sorry, slight aside, but is there any reason these companies can't use "what 3 words" and then they would have no excuse to leave parcels at random houses.

Original poster
Costumier · 13/12/2023 20:56

It's a good idea. Idk if there's such good tracking connectivity with w3w as with GPS. ie. Can it create a map based on a route someone took?

OP posts:
Ourshoddyhouse · 13/12/2023 21:08

Costumier · 13/12/2023 20:56

It's a good idea. Idk if there's such good tracking connectivity with w3w as with GPS. ie. Can it create a map based on a route someone took?

I've got W3W linked to DPD through their app. Also a pic of the house so they have no excuse 😆

Original poster
Costumier · 13/12/2023 21:09

I think big huge shops should have their own vans. I loved my wedding dress turning up in a Harrods lorry!

Looking online, selfridges.co.uk has appalling customer service reviews! Crazy

OP posts:
Moonlightdust · 13/12/2023 21:09

TheCave · 13/12/2023 20:09

Check out s28 of the Consumer Rights Act

https://www.legislation.gov.uk/ukpga/2015/15/section/28/enacted

I would absolutely fight this especially as you paid for next day delivery. That's a sure fire clue that waiting a 14 day period or whatever they are suggesting is unreasonable. Tell Selfridges that you need the item delivered by EOD Friday and if not you want a refund as per the Consumer Rights Act. If they do not process a refund, tell them you will open a claim via PayPal for non-delivery. Also provide a photograph of your front door as proof that you do not have the same door as the one in DPD's photo, and remind them that risk hasn't passed to you because they haven't delivered to the correct location (see s29 of the Act).

This is good advice, also with sending photo.

Sodndashitall · 13/12/2023 21:12

Costumier · 13/12/2023 20:49

They've offered me the £8.95 for now....

I've asked local fb, and we don't have a road whatapp yet. Most houses on this road are inaccessible at the back.

Also why not ring the bell if he was even on the road. Currently dpd now say its and 'unclear POD'. Grrr

Nope. You don't have to accept that. You paid for a coat next day. They didn't deliver the coat to you. It's not your problem that they delivered to elsewhere.

geckofrog · 13/12/2023 21:17

if DPD are adamant that this was delivered to your property then unfortunately we cannot do anything how on earth can this be an acceptable option?

Sodndashitall · 13/12/2023 21:18

Costumier · 13/12/2023 19:36

I paid with PayPal. Although I wish I'd paid with my credit card as hsbc are helpful.

Altho if dpd say it was correctly delivered, what can I do. Nobody is going to come round and see I don't have yellow block paving and a big red hosepipe at my back porch.

Yes you can take the equivalent photo of your house as proof.
Don't accept the refund of express postage cost. That implies you don't care. It's either totally refunded (as in whole order) or another is sent to you