Parcel delivered today, missing item, retailer needs to do an 'investigation'.....

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Right pissed off with this. Ordered last week for next day delivery, didnt arrive for 3 days so thats the first issue

Second issue is that I ordered 2 sizes each of 2 styles. I only had 1 pair of the second style of shoes.

I contact them today via chat to be told that they have referred to their investgation team to see if the item has been 'lost' and if so they'll send out a second pair free of charge. I kept asking on the chat why that seems to imply I wont get my shoes if they dont find its 'lost' and what this means?

Its Look Again. I have never ordered from them before.

I need to send back the one pair of one style that arrived and I needed the second pair which will probably fit but equally I dont know if I want those or not.

I want to get information on what normally happens in these situations? I feel slightly on edge that they're going to try to make out it was in the parcel. The packing slip has all the items on it.

They usually do accept they are lost by the courier. Or it’s a packing error. I’m assuming your tracking has worked. How were the shoes packed? 1.2,3 parcels? Or were the shoes just not there in one big parcel? I’ve always found retailers fair but I’ve never used this one. What does the packing slip say? Anything to follow?

If it wasn't in the parcel then it almost certainly won't have been scanned when your order was packed, which will show up on their system.

If it was scanned and packed, then it has potentially gone missing in transit, which they'll then take up with the courier. Either way you'll get your money back/a replacement.

The only way they'd refuse a refund/replacement is if they have reason to believe that your claim is fraudulent.

The parcel was one big bag

2 pairs of the shoes were in their respective shoe boxes, the 3rd pair of shoes was in a clear plastic bag with tags on. The 4th pair of shoes which was missing would also have been in this type of bag I assume

The packing slip has all 4 pairs on it so I dont know how they would 'prove' the shoes were not put in the bag, seems more likely they will try to make out the shoes were in the bag and delivered to me

Does the packing label or address label state the weight?

Some of these companies take videos of the items being packed, which they might be viewing as they investigate with any luck.

Was about to say this, it's one of the first questions I ask now
Does the weight of the parcel match the weight of the items
Every stock item should haveca standard weight, and the parcels are shipped by weight too. Who was the courier?

The courier was Evri and now that I think about it the parcel was taped up, not the original sealing. I think. But then how do I know?

Ive never had anything missing before so Im not sure if someone would have actively stolen the item, it seems a random thing to take, why not take the other pairs as well?

It should be fine and they’ll either resend or refund if they’re out of stock.
Some companies like Next would probably just resend straight away but I guess they need to check their end.

Don’t panic, they’ll sort it. Unless they’re super expensive shoes, they realise most people aren’t going to go to the hassle of trying to con them out of one pair of shoes.

Ive just looked at the parcel again and I cant see where they say what the weight of it is.

This is why I hate online shopping to be honest, Ive had Karen Millen try to diddle me out of a refund, only refunding one coat in the return when I returned both coats, had to go all round the houses to even contact them as their customer service email kept bouncing back. Then Halara took over a month to refund and wanted pictures of the package. It all feels overly suspicious and puts me on edge.

sadly so many people try to scam online retailers that they have to be careful and not just pay out instantly just because a customer reports an issue. As always it's the small minority who spoil it for the honest.

I am having a problem with an Evri parcel at the moment. It has now escalated to an investigation.

The item was bought on Vinted and I chose an Evri locker for delivery. The last time I heard from Evri, they sent me an email to say it was delayed. Next, Vinted sent the 'Everything is ok' email as though the parcel had been collected by me. I don't have the parcel!

Now when I look on the tracking details for the parcel, it says it was delivered on the day where Evri did say it was delayed on that day! Evri are lying here.

So frustrating, for me obviously, but I feel for the Vinted seller as well. Evri has really messed up here.

What do you expect them to do, just instantly take your word for it?