I ordered goods from Must Have Ideas and, without my knowledge or permission, their chosen courier, Royal Mail, left the parcel with a neighbour.
When I contacted Must Have Ideas, I was helpfully informed that they apparently aren't responsible for what their courier does. That's reassuring — presumably once the parcel leaves their warehouse, it enters a mysterious parallel universe where consumer rights no longer apply.
I pointed out Section 29 of the Consumer Rights Act 2015, which deals with the passing of risk in consumer contracts. My understanding is that, where the goods are being delivered by a carrier arranged by the trader, responsibility doesn't simply disappear because the trader has handed the parcel to the courier.
I certainly didn't ask for the parcel to be left with a neighbour, nor did I give permission for this delivery arrangement.
So, apparently, the options are:
- Order from Must Have Ideas and accept that your parcel may be delivered wherever the courier chooses; or
- Expect the retailer to take responsibility for the delivery service they selected.
I know which option I'd consider a reasonable expectation from a retailer.
Must Have Ideas may have plenty of ideas — taking responsibility for their chosen delivery arrangements doesn't appear to be one of them.