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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

To expect replacements as delivery stolen from doorstep?

105 replies

Lovetoread123 · 30/10/2024 06:15

I ordered a Christmas beauty calendar from a department store and some new make up from another company. Both were delivered on Monday by the same delivery company when I was out. The delivery photo shows the parcels were left on my doorstep in full view of anyone walking past. Both were stolen as by the time I got home they were not there. Should the retailers replace the items as they were delivered to my address but not received? I’m pretty annoyed as they were a treat and I can’t afford to pay again to replace either of them. AIBU to expect the retailers to provide replacements?

OP posts:
susiedaisy1912 · 30/10/2024 06:21

No it's up to you to provide a safe place for the delivery driver to leave them or you choose to collect them from your nearest collection point.

Bamboozledbylife · 30/10/2024 06:24

I'd expect the retailer to claim through the delivery company. It's there fault, not the retailer.
Unless of course you told them your safe space was on your doorstep....

newnamethanks · 30/10/2024 06:29

Unless it's been put into my hands or my home then I haven't received it. Not your fault.

WYorkshireRose · 30/10/2024 06:29

susiedaisy1912 · 30/10/2024 06:21

No it's up to you to provide a safe place for the delivery driver to leave them or you choose to collect them from your nearest collection point.

Why bother commenting if you don't actually know the answer? Confused

OP, Under the Consumer Rights Act 2015, the retailer is responsible for getting the goods to you intact and in your hands. That means they are responsible for refunding you if there's a delivery failure or alternatively, arranging for a replacement delivery. Contact the retailer and explain what's happened and they should send out replacements.

WYorkshireRose · 30/10/2024 06:30

To caveat - if you said the doorstep was your designated safe place and accepted responsibility for that, then you would have voided your rights.

Auburngal · 30/10/2024 06:32

If you agreed with the courier via app, link on email to leave it in your safe place and they ignored it, then the courier is responsible if the parcel gets stolen.

Or in my case, one courier I put down only give parcels to numbers X and Y. The courier decided to give my parcel to the biggest bitch down my road who has an issue with me. I don’t know why. She has a history of not handing over parcels as well, based on what others have said. The website I bought from gave me the replacements and chased the courier for payment of the replacements. As the courier failed to read my instructions.

Original poster
Lovetoread123 · 30/10/2024 06:32

@WYorkshireRose Thanks for such a helpful reply. I’ll contact both retailers.

OP posts:
Auburngal · 30/10/2024 06:34

If you say that your safe place is down the side of house where parcels put there are not on full show and courier plonked the parcel at front door and it got stolen- courier’s fault

Original poster
Lovetoread123 · 30/10/2024 06:35

Thanks @Auburngal I didn’t agree to anything in advance. The delivery info says ‘delivered to neighbour’ but there was no card left. When I checked again online it showed a photo of both parcels left on my doorstep.

OP posts:
Auburngal · 30/10/2024 06:37

There is an issue with some couriers. As on local FB groups get people saying “does anyone recognise this front door? As this was photo on confirmation of delivery. The parcel has the right address but delivered to another No X but other side of the town!

Auburngal · 30/10/2024 06:40

Lovetoread123 · 30/10/2024 06:35

Thanks @Auburngal I didn’t agree to anything in advance. The delivery info says ‘delivered to neighbour’ but there was no card left. When I checked again online it showed a photo of both parcels left on my doorstep.

That’s the courier’s fault by lying about giving to a neighbour when photo was clearly your front door.

Does the photo of your door include the house number on it? If not take a photo of door with number and then a photo of neighbour’s front door.

Original poster
Lovetoread123 · 30/10/2024 06:45

Hi @Auburngal yes it shows my door number on the photo. The tracking info says ‘delivered to neighbour’ then where it is supposed to show which neighbour it just says my door number. I’m really upset as I was looking forward to receiving both and spent ages researching what I would get…

OP posts:
Auburngal · 30/10/2024 06:49

That’s still lying and courier are liable. Take a photo of the slip saying delivered to X Neighbour.

Start the dispute today as with the companies today esp the AC company as may run out soon.

cariadlet · 30/10/2024 06:53

Had you put a safe place on the form when you ordered them? I can't see how it's the delivery company's fault unless they ignored your safe place instructions.

If you didn't put any, then it seems like very bad luck.

msbevvy · 30/10/2024 06:54

My neighbour had a parcel go missing from outside her door when she was in and the courier hadn't knocked.

She was expecting the delivery and looked outside the second that got a notification that it had been delivered with a photo of it against her door. It was nowhere to be seen. This is indoors on a landing with only 2 other flats and no passers by. Delivery drivers have been known to deliberately not knock and photograph the parcel and then steal it.

Unless the photo was of you recieving the goods or the parcel inside your front door or somewhere that you specifically told them to leave it the company you bought from will be responsible.

Original poster
Lovetoread123 · 30/10/2024 06:55

Thanks @cariadlet I didn’t have a chance to respond to the delivery email. Previously I have said to deliver to a certain place but not this time.

OP posts:
autienotnaughty · 30/10/2024 06:55

I had similar with Amazon where the delivery driver left the boxed parcel in my recycling bin which was pulled out for bin collection! Obviously it had been emptied by the time I got home, he had put left behind bin on the note but the photo showed it in the bin. I got a full refund and the person I spoke to added a note to my account requesting parcels not be put in my bins😂

Contact the retailer as they failed to deliver.

susiedaisy1912 · 30/10/2024 07:10

Common sense should have prevailed though. It was an expensive item and the op didn't arrange a safe place or to collect it from the local collection point but instead chose to let it be delivered and left in full view of the general public. Was never going to end well especially this time of year when pitch pirates are out in full force.

BaronessEllarawrosaurus · 30/10/2024 07:19

susiedaisy1912 · 30/10/2024 07:10

Common sense should have prevailed though. It was an expensive item and the op didn't arrange a safe place or to collect it from the local collection point but instead chose to let it be delivered and left in full view of the general public. Was never going to end well especially this time of year when pitch pirates are out in full force.

Common sense is to keep hold of the parcel and arrange redelivery unfortunately the delivery driver didn't have common sense.

rainfallpurevividcat · 30/10/2024 07:22

susiedaisy1912 · 30/10/2024 07:10

Common sense should have prevailed though. It was an expensive item and the op didn't arrange a safe place or to collect it from the local collection point but instead chose to let it be delivered and left in full view of the general public. Was never going to end well especially this time of year when pitch pirates are out in full force.

That's not what the law says, which is what will help the OP.

Hypermedi · 30/10/2024 07:23

Lovetoread123 · 30/10/2024 06:32

@WYorkshireRose Thanks for such a helpful reply. I’ll contact both retailers.

I love how you've started a thread on mumsnet without even contacting the retailers yet 😄 its just so random.

WYorkshireRose · 30/10/2024 07:24

susiedaisy1912 · 30/10/2024 07:10

Common sense should have prevailed though. It was an expensive item and the op didn't arrange a safe place or to collect it from the local collection point but instead chose to let it be delivered and left in full view of the general public. Was never going to end well especially this time of year when pitch pirates are out in full force.

What about the common sense of the delivery driver not to leave a parcel on a front doorstep in full view of anyone who passes? Which clearly they knew, because in the system they marked the parcel as "delivered to neighbour" instead.

Regardless, it's consumer rights that matter here, not your opinion of what OP should or shouldn't have done. The retailer is responsible for the actions of their courier until the OP is in possession of the goods.

xyz111 · 30/10/2024 07:26

cariadlet · 30/10/2024 06:53

Had you put a safe place on the form when you ordered them? I can't see how it's the delivery company's fault unless they ignored your safe place instructions.

If you didn't put any, then it seems like very bad luck.

But they should deliver it to a neighbour, or take it back to the depot. Don't just leave it on the front door step. Of course it'll get nicked!!!!

Spirallingdownwards · 30/10/2024 07:28

susiedaisy1912 · 30/10/2024 06:21

No it's up to you to provide a safe place for the delivery driver to leave them or you choose to collect them from your nearest collection point.

Nonsense

Original poster
Lovetoread123 · 30/10/2024 07:35

I really don’t see the point in your post except to be unkind@Hypermedi. It’s not ‘random’. I wanted to ask advice on whether I have a case to ask for a replacement. Contacting both retailers is going to take time and I wanted to ask others so I have better understanding of the situation before doing so. There’s no need for unkindness.

OP posts: