Advice Needed: Refund Issues with Sloggi & Accessibility Standards Not Met

[CucumberCool]

Hi all,

I’m hoping for some advice and support with an issue I’m having with Sloggi regarding a refund for an undelivered parcel (£83). I’ve been going back and forth with them and Evri, and it feels like I’m getting nowhere.

Here’s the situation:

I placed a large order with Sloggi directly through their website, expecting a secure transaction.

The parcel was supposedly delivered by Evri, but I only have a photo of the delivery driver holding the parcel against my letterbox—not actually delivering it. I was near the door at the time, and the parcel wasn’t pushed through, nor was it left in a safe place.

Sloggi requires a form to be filled in by hand, but I don’t have access to a printer at home. I’ve managed to fill the form out digitally by writing on it with my finger and adding text to the PDF, but they still insist on a handwritten version.

This process seems outdated and inaccessible. If I were visually impaired or unable to write due to a disability, it would be impossible to comply with their requirements. Asking me to find a library or pay for printing feels unreasonable, especially when the issue was caused by their chosen courier.

I’m frustrated and unsure of how to proceed. Does anyone know how to escalate this? Could I find out who the head of customer service is or how to address this formally? I’d also love advice on how to press them on not meeting accessible information standards.

Any suggestions or similar experiences would be greatly appreciated.

Thanks in advance

Did someone steal the parcel? I was near the door at the time, and the parcel wasn’t pushed through, nor was it left in a safe place.
Were you at home and they didn't bother to knock?

Have you checked outside meter boxes for the parcel? Where we used to live a stupid Yodel driver jemmied open the door (breaking the lock) and stuffed the parcel inside and slammed the door shut.

The delivery photo was his hand holding it up in front of the house and the message I received was that it had been handed to resident.

It was only a day or two later when the door was caught by the wind and swinging open that we discovered she parcel.

Yodel took no responsibility for breaking the door.

Can you ask a neighbour to print a form for you?

They didn't knock. I really don't believe they left it. They took a photo of it up against my door, not through the letter box. It's just a hole too, not even draught excluder brushes to make it difficult to push through.

No metre box. There is room on the shelf we put our recycling boxes which is secluded from the road where parcels are usually left. Didn't put it there either.

I do understand that don't want to refund me Nd make the refund process as difficult as possible but this is crazy. I have typed all the info they need on a pdf and they still won't accept it....