To expect replacements as delivery stolen from doorstep?

[Lovetoread123]

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?

If you don’t nominate a safe delivery area then they should not be just leaving it on the doorstep. Completely unjustifiable

This. I had an issue once with something being delivered to my neighbour in a massive block of flats. The company tried to claim I should just find it despite them not saying which flat it went to. Once I challenged them with this legislation my replacement item was delivered the next day.Yourdoorstep isn't a safe place and they didn't deliver it to you

No, safe and sensible delivery can never be just left on doorstep unless that’s been designated as a safe place. Also, this person lied and said delivered to neighbours.

There are so many weird people in here on the side of the delivery companies and retailers

But if a long shot maybe but have you checked with the neighbours? It's just about possible one of them appeared and the courier left it with them after taking the photo or even one of them spied the parcels sat out and took them in for safe keeping. Mine have done this.

As far as I am aware, there is no mentioning of "hands" in the Consumer Right Act. The company is responsible for delivery of goods to the consumer which they have done. Since then, the goods have been stolen from a private property which is a different matter entirely.
Most delivery companies, including Royal Mail stipulate that they are not liable for deliveries left in a safe place and you have to tick a box to agree to it. Courier insurance won't pay out if they have proof of delivery, which they do. Retailer fulfilled their obligation by delivering to the address (and have a photographic proof). What isn't possible to prove is the fact of theft.
Some retailers may replace as a gesture of good will but it is unlikely to be their legal obligation.

Thank you. I didn’t list the front doorstep as a safe place for this delivery.

Absolutely should send you a replacement unless you told them to leave it on the doorstep

Contact the store you bought the items from. Explain that you have a picture of them outside your house but the courier stated he left with a neighbour, so is not being truthful. Your contract is with the store. They have to sort it out with the courier.

I would first check with the neighbours either side just in case they have been left there and if not contact the Retailer. It's their issue to chase the courier and/or replace. Your contact is with tey retailer

I hate this. I get messages saying “left in safe space” when parcels have been left on the doorstep and I haven’t left any instructions about a safe space (Because there isn’t one!) Complain and if you used a credit card seek a charge back.

This has happened to me and the retailer replaced it when I contacted them. I just provided the doorstep photo.

I just think it's basics to contact the company first- a quick call or online chat and then maybe query it on here if you don't get the response you were expecting. No offence intended it's just bizarre to me to not crack on and do that the moment you realised the items were stolen 🤷‍♀️

This is a talk forum though. For talking.

If you had someone with you at home you would more likely than not say 'that parcel I was expecting has been pinched off the doorstep! Shall I ring Boots do you think or shall I live chat with Evri'.

Have you actually checked with the neighbours? I know he's taken a photo of them on your doorstep but possible a neighbour was returning and offered to take them in?

This happened to me recently. I was given a delivery date for a large item 2 weeks away. No issue as it was a sale item and I was in no rush. Next weekend I was away Friday to Monday. As my plane touches down I receive a notification that that they've delivered the parcel that day(2 weeks before they were due to and with no prior warning). I clicked on my ring doorbell and saw him putting the huge box in front of my front door and taking a picture.

I contacted my cat sitter asking her to take it in when she arrived but that wasn't until next morning. When she arrives there's no parcel. Check ring doorbell and nothing but it only films for 10 secs even if the movement continues so entirely possible someone has immediately removed the parcel.

Thankfully it turned out my lovely next door neighbours had taken it in. They have done that before but on those occasions I could see on ring doorbell bell. Maybe worth a check?

I had a beauty calendar delivered too, and it was left outside our front gate in view of a footpath. For some reason some delivery drivers choose to leave things there rather than walk 100 yards to the front door. Luckily it was still there!

I disagree. Leaving them on the doorstep is not "delivery" if the consumer hasn't said that's where they want them left.

But the legislation isn't clear, you'd need a court ruling to decide properly.

Fortunately, most retailers are sensible and as they are the ones who choose and contract with a courier, they can claim off the courier.

Ime some delivery people simply can't read....
I ordered a huge order of fresh fish for big Easter meal. Delivery message asked for it to be left in the porch. Porch door always open. Sign on front door states please leave parcels inside porch. No mistakes I felt sure..
Dh came home to an empty box in our hallway..
And a very fat and filled ddog... Quick Google told me raw fish can be dangerous to ddogs. . Luckily ddog has a cast iron gut.. They replaced the order but ffs read the 2 opportunities to do your job correctly...

Oh absolutely, I haven't really had issues with retailers replacing. I do however, have a number of outstanding claims with couriers as a sender and they argue their way pretty much out of everything. So I can see how, say, a smaller business might be tempted to argue that this isn't their responsibility because getting insurance payed even on missed and damaged packages is absolutely impossible and they do technically have a proof of delivery.

Is this Evri by any chance OP? I live on a main road, they recently left a parcel taller than me standing up on my doorstep. It was stolen. I contacted the retailer who sent a replacement. Evri left the replacement in exactly the same place. Guess what happened....

Now I feel terrible contacting the retailer to tell them it has happened again.

Evri really are incompetent.

I've had a neighbour take in a parcel then keep it and deny they received it (an x-box one Christmas) - Amazon sent me another one.

I also had a delivery not arrive and a picture of a random house sent as where it had been delivered. Pets at Home and Evri wouldn't help (Pets an Home wouldn't even answer the phone or email, Evri were sympathetic and said they'd speak to the driver, but they couldn't do anything more), but PayPal fully refunded - so if you paid via PP, they are another option.

The delivery actually turned up 6 months later with another Evri delivery, covered in cobwebs and woodlice.

Always pay dow online items by PayPal so that you are guaranteed a refund in the event of a dispute or non delivery.

PayPal rules stipulate there must be proof of delivery and dumping on your doorstep is not proof of delivery!

Completely not true. They have not delivered the parcel to the customer named on the parcel. They left it outside of an address, and have no evidence (as it didn't happen) of the customer receiving the parcel.

In this case the customer did not specify a safe space, and the courier cannot just assume that a doorstep of an unoccupied property is safe.

The courier did not fulfil their obligations and the customer is entitled to her parcel.

Unfortunately too many retailers try and pass the buck. I've heard so many stories of people being told "you'll have to take it up with the courier yourself", which is not correct, as the courier is under contract with the retailer, not the purchaser.

There's certainly no harm in posting to find out what the correct approach should be, rather than spending time calling retailers potentially to be fobbed off.

Forewarned is forearmed after all.

Being incredulous that someone might have taken a different approach to you is fine, but to post a comment on it in an attempt to belittle someone or inform everyone about how much better you are than them (in your opinion) is just rude.

@Lovetoread123 - I hope you get it sorted and are able to sort replacements quickly (perhaps to a collection locker instead, just in case!)

I had a brand new iphone left on my doorstep once. Thankfully it wasn't stolen, but the DHL guy had left it there and noted that I'd signed for it and had even added a fake signature.

I contacted DHL to let them know and they took it very seriously.

@ElaborateCushion you were so lucky not to have an iPhone stolen. Think the small package helps as it could be anything.

Hopefully the courier got a stern telling off.

Thank you @ElaborateCushion . That’s really helpful.

No, the courier is responsible for delivering it to you, not leaving it on your doorstep where anyone can take it.