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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

To think that delivery is the responsibility of the seller?

12 replies

TeapotTallulah · 05/08/2025 21:32

Sky were supposed to have sent me a new hub and TV ‘puck’. Puck arrived after receiving emails from Royal Mail.

Hub never arrived. Old WiFi now disconnected and I’ve got no wifi/tv etc. Sky have said because the hub has been lost or stolen that I have to pay for a replacement. They have no tracking info and no photo proof of delivery like they do for the puck and I’ve had nothing from Royal Mail regarding its delivery.

Surely they can’t make me pay for something they clearly never posted out? Doesn’t the Consumer Act state that the onus is on them?

So now I’ve got no WiFi until new hub arrives and I have to pay for the replacement. Great start. Should have stuck with BT!!!

OP posts:
YesHonestly · 05/08/2025 21:36

It’s between Sky and Royal Mail.

Your contract is with Sky, not RM. They need to sort it for you.

CraftyNavySeal · 05/08/2025 21:40

You’re right but I’m not sure what you could do to claim since I assume it’s a DD for a service and not a payment for a specific item.

I think you could try to tell them they need to send the item you didn’t receive or you will cancel the contract and reclaim any fees via small claims since they have not sent you necessary equipment.

Original poster
TeapotTallulah · 05/08/2025 21:47

They’ve already agreed to send a replacement out which is due on Friday, but then I got an email saying I owed them money for the stolen item and if it turns up, I may be able to get a refund. But they have zero proof of postage and I suspect if I had about 11 hours to spare, I could get in contact with Royal Mail who could prove they never received it.

I think they’ll charge me about £50 so not an insignificant amount considering I’m not the one in the wrong!

OP posts:
BetweenTwoFerns · 05/08/2025 21:51

Are they quite mad!

Even if they did have proof it would be on them to replace it. It wasn’t delivered to you.

Original poster
TeapotTallulah · 05/08/2025 21:56

Thank you! I started questioning myself but I’m sure the onus is on them not me. What a farce!!

OP posts:
Pinkgiraffe34567 · 06/08/2025 07:06

We were asked to send a spare hub back to BT which we did with their prepaid postage bag. They then sent an automated email and text saying we need to send it back weeks after we had, if there was an easy way to respond to this email we would have done so but of course there wasn’t so we ignored it assuming that they just hadn’t processed the return yet. A second email and text came which we also ignored but then they sent an email saying they were charging our account due to the non-returned item.

I called them and they cancelled the payment and I received £20 compensation for their mistake. Two weeks later I received a text to say thank you for returning the hub, they’d obviously had just processed the return at that point!

I hate when companies automatically assume the customer is a criminal rather than they made have made a picking or shipping error or delay which will happen at least 2% of the time as a general standard in these operations anyway. And the fact this is all done through an automated system without the ability to easily talk to a person makes it all the more annoying.

I would phone asking for compensation for their mistake, their accusation, your delay in getting internet as a result of their picking/shipping error and your time sorting it. It’s worth asking and it worked for me!

Pinkgiraffe34567 · 06/08/2025 07:09

At least everyone reading this thread now knows it’s not worth switching to Sky!

Original poster
TeapotTallulah · 06/08/2025 13:08

I’ve just realised this morning, that the date they said the hub had been delivered was the same date I rang to switch back to them. So they’d have had to predict that I was going to call them and send me a hub out 1-2 days before I asked for it 🙈

OP posts:
Pinkgiraffe34567 · 06/08/2025 13:15

TeapotTallulah · 06/08/2025 13:08

I’ve just realised this morning, that the date they said the hub had been delivered was the same date I rang to switch back to them. So they’d have had to predict that I was going to call them and send me a hub out 1-2 days before I asked for it 🙈

They are in the wrong then they’ve obviously not dispatched it, or they have and it’s been lost in the post and therefore they have no proof of delivery, have you called them?

Original poster
TeapotTallulah · 06/08/2025 13:18

Yes I’ve called them and they’ve just said new one is on the way and to let them know when it arrives. They keep skirting round the issue of paying for the one they never sent out. I’ll ring when the new one arrives and see what they say. It’s so frustrating.

OP posts:
665theneighborofthebeast · 06/08/2025 13:24

Ownership of the item is only transferred on receipt. Otherwise they could stick on an address label and throw it out of their window and claim it was your now.
They chose and paid a courier, so also their liability. Any problems are then between them and the courier.

However general time travel and impossible deliveries? ..yup still them.

You could claim that when they sent it out two days before you knew you needed it you intercepted their courier and refused delivery....thus never took ownership of it...still their problem.

Thanksman · 06/08/2025 13:26

TeapotTallulah · 06/08/2025 13:08

I’ve just realised this morning, that the date they said the hub had been delivered was the same date I rang to switch back to them. So they’d have had to predict that I was going to call them and send me a hub out 1-2 days before I asked for it 🙈

Make sure you screenshot all the details OP. As for them trying to charge you for the hub you never received, send a firm email telling them that not only are you not paying for it but charging them for leaving you without WiFi for x amount of days. The bloody cheek of them.

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