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?

They have not delivered the goods to the consumer, they have left the goods unsecured on the consumer's doorstep. Common sense tells you this is unacceptable.

I have a front door that is just off street behind a gate but is still very much in view of the pavement.
It won’t be helpful for everyone but if you have a front door with space I put my old (after I cleaned it) kitchen bin (with a bin bag in it to help with water proofing) outside next to the front door with a discreet note with package/parcel written on it taped to it that doesn’t stand out unless you are next to the front door.

it is quite waterproof so keep them dry in the rain and has reduced the amount of parcel getting dumped on the doormat. And it is big enough that unless huge most packages fit in.

from the pavement it’s just a random bin that could be for anything so I think most people think it’s for maybe glass recycling etc

obviously it won’t work for every house but it’s been an easy solution

I had this conversation with DPD a while ago and they said that if the parcel was left in a place not agreed with you, they would pay for a replacement. But this would come out of the delivery driver's pocket, not theirs. I hated that idea. Fortunately I found my parcel in the porch of a house round the corner so didn't need to claim.

This is why I mostly only do my online shopping via Amazon Prime

Actually it isn't

It doesn't always work like that, though. I ordered something at the weekend and specified for it to be delivered today, when I would be home. It arrived yesterday, while I was out.

A decent retailer will replace the items. Presumably you did not specify your doorstep as a safe place to leave parcels? I've had stuff go missing before and they've always replaced it immediately. Could you buy one of those lockable parcel box things?

@ElaborateCushion is 100% correct on all points.

Talking of points, posters should bear in mind that their thoughts and ideas are irrelevant to the matter. You don’t gain MN points by providing incorrect information.

It’s Consumer Law that counts.

Grandstanding here is pointless.

@Lovetoread123 have you contacted the retailers yet? Any news?

As others have said, you can only be liable if you asked the drivers to leave it there in your absence. I am so sick of drivers leaving things on the doorstep and usually not even bothering to ring the doorbell that have resorted to requesting they do not do this in delivery instructions whenever ordering online. If something goes wrong, this clearly shows they acted against my request

I know! I had asked for it to be delivered to my work, because I knew I wouldn't be home, but they messed up and sent it home.

I got a notification that it had been delivered and dashed home ASAP!

God damn this for being an anonymous forum - I'd print out that first line! 😜😂

@Auburngal Thanks a lot. I called the major department store chain this morning and customer services were sympathetic but said they had to open a dispute or similar with the delivery company. I understood that I may get a replacement but will depend on outcome of communication with delivery company. They’ll call me back on Friday with an update. There were two parcels (one was the beauty advent calendar above and the other was make up from a smaller company). The other company hasn’t yet responded to my message. Hoping they will today. Thanks again. I’ll update when I have more info and really appreciate everyone’s kindness and advice today on this forum. Thanks everyone.

If you ask them not to leave on doorstep what do you ask them to do?
alsi when I place an online order I often don’t even know who will be delivering let alone get an option to leave delivery instructions!

Had three parcels delivered today - DPD, DHL and Amazon in that order. Only DHL rang the doorbell as needed a photo of parcel received by me. Other two which I have used, left the parcel behind the wheelie bins. I refreshed the delivery status pages every 20 mins and then got a photo of the parcel behind bins.

Most retailers have a box for delivery instructions when placing an order even though they don't let you know who the courier is in advance. I explicitly state not to leave parcels unattended on my doorstep in that box.

There is someone home most days so it is rare that no-one answers the door - this is why it further infuriates me when they leave a parcel in plain sight to be stolen without so much as bothering to ring the bell. They can also knock on neighbours' doors (which neighbours don't mind as we both take in for each other) or take to local collection point and leave a card.

Don't. Evri here don't even bother knocking the door any more. The guy just leaves it on the front doorstep. At no point did I ever say to use that as a 'safe place' (because it's not....) I've had stuff stolen from there a number of times. I'm sick of it. I complain, and they say they will let the courier know not to do it again, and he continues to do so. I've spoken to him in person, but his English isn't great (and I don't speak his language.)
I've had to have stuff replaced and/or refunded a number of times.
I hope you have some success, OP. I'm watching for tips on how to resolve this. Except not buy from companies who use Evri - which isn't always clear until AFTER you've purchased.....

Edited as I misread this.

Your contract is with them. THEY should open the dispute with the delivery company and arrange for a replacement to be sent.

It isn't for you to do their work for them. They choose the delivery company and contract with them - it's not your choice.

So I am glad that they have contacted them rather than expecting you to.

Someone mentioned Amazon Prime - the Amazon guy leaves stuff on the doorstep as well - I think he does ring the bell but he doesn't wait for us to open the door. However, I get a notification that it's there, so I know to go straight to the door and retrieve it, if I've not heard the doorbell.

It's hit and miss here as to where couriers (particularly Amazon) leave our parcels. Quite often behind the bins but recently inside a bin and also on the doorstep,after knocking but not waiting for an answer (not sure if they heard us coming to the door).
Recently DH had notification from Amazon that a computer monitor had been left with our neighbour and his name was included. On checking with the neighbour, and our home security camera, it became apparent that the driver hadn't even come to our house but used the neighbour's name, as he also had a parcel, and had taken our parcel back to the van. Amazon were quick to replace but we obviously didn't get it as quickly as we'd hoped. Unfortunately it's very clear what some parcels are as quite often they don't come in outer packaging.

I have just checked and I DID leave delivery instructions on Amazon to leave with my neighbour and they never have.’

Yes I think they owe you a replacement unless you specified that the delivery company should leave them on the doorstep. The retailer should claim from the delivery company

The retailers will send you the replacement goods then take a claim from the courier as they are the middle party.

Remember about 6 years ago, I ordered some perfume from a website. Got a delivery confirmed photo of a property I don't recognise. Asked my then colleagues who live in different areas of the town I live in do they recognise the street - it was a Victorian terraced. I live in a maisonette built 2008. None of them recognised it. Went around the roads with Victorian properties and didn't find the property in question. The photo was taken from the other side of the road to the property. Could see the property had a fan shape window at the top and lounge window had a royal blue vase with some silk pompom flowers on the windowsill. No property matched the photo.

Contacted the website saying I don't recognise the property in the photo or can locate it. They sent me another bottle of the perfume sent by RM instead of the courier. Then about 3 months later, got home from work or wherever (can't remember exactly) and the original parcel was by my front door with a note by whoever took the parcel in. Saying sorry. Why did it take that time for whoever to take it round? My road is the only one with that name in the UK.

In cities like Leeds where I used to live, there are 6-10 roads with the same word such as (using examples here) Millbrook Street, Millbrook Close, Millbrook Green, Millbrook Crescent. I bet deliver errors by couriers happen more down these roads than other parts of the UK.

Well it it would simpler if you are not home they take it back to the depot and you collect it from there

And if that sounds inconvenient than unless you or the neighbour/s are home to personally sign for it what do you expect them to do?

I saw this on the Ofcom website today. Amazon is best but still not very good!

Best and worst parcel firms for customer service satisfaction revealed - Ofcom