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    • Corona
    • By Corona 18th Jun 17, 6:41 PM
    • 783Posts
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    Corona
    Missing parcel
    • #1
    • 18th Jun 17, 6:41 PM
    Missing parcel 18th Jun 17 at 6:41 PM
    Although I've ordered a lot of stuff online in the past, I've never had a parcel go missing - today a courier was supposed to turn up with a parcel from Millets but, despite what the "track item" said, the parcel did NOT get delivered through our letterbox (!) We were at home all day and no-one turned up. The courier is disputing this with Millets who are "looking into it".

    Has anyone-else had a similar problem? Wondered what my rights are in this situation?
Page 1
    • Geoff1963
    • By Geoff1963 18th Jun 17, 7:20 PM
    • 634 Posts
    • 399 Thanks
    Geoff1963
    • #2
    • 18th Jun 17, 7:20 PM
    • #2
    • 18th Jun 17, 7:20 PM
    Was the courier supposed to get a signature ?
    Can you get the courier to send a Google Maps and Streetview picture of the house where they delivered it ? ( Often a mix-up with numbers or road names )
    • Ectophile
    • By Ectophile 18th Jun 17, 7:39 PM
    • 2,633 Posts
    • 1,592 Thanks
    Ectophile
    • #3
    • 18th Jun 17, 7:39 PM
    • #3
    • 18th Jun 17, 7:39 PM
    Your right is to have the goods delivered, or a full refund.

    Whether or not the courier have lost the parcel makes no difference, since you didn't employ them. It's the retailer's problem.
    If it sticks, force it.
    If it breaks, well it wasn't working right anyway.
    • Corona
    • By Corona 18th Jun 17, 8:00 PM
    • 783 Posts
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    Corona
    • #4
    • 18th Jun 17, 8:00 PM
    • #4
    • 18th Jun 17, 8:00 PM
    Was the courier supposed to get a signature ?
    Can you get the courier to send a Google Maps and Streetview picture of the house where they delivered it ? ( Often a mix-up with numbers or road names )
    Originally posted by Geoff1963
    No - didn't need a signature. I'll bear this in mind if the dispute escalates. Thanks.
    • Corona
    • By Corona 18th Jun 17, 8:01 PM
    • 783 Posts
    • 689 Thanks
    Corona
    • #5
    • 18th Jun 17, 8:01 PM
    • #5
    • 18th Jun 17, 8:01 PM
    Your right is to have the goods delivered, or a full refund.

    Whether or not the courier have lost the parcel makes no difference, since you didn't employ them. It's the retailer's problem.
    Originally posted by Ectophile
    Ah yes, of course. My contract is with the retailer; THEIR contract is with the courier - so they have to sort it out. Thank for the reminder
    • Geoff1963
    • By Geoff1963 18th Jun 17, 8:52 PM
    • 634 Posts
    • 399 Thanks
    Geoff1963
    • #6
    • 18th Jun 17, 8:52 PM
    • #6
    • 18th Jun 17, 8:52 PM
    The old adage is, "You can delegate authority, but not responsibility".
    • pmduk
    • By pmduk 19th Jun 17, 10:42 AM
    • 7,322 Posts
    • 5,288 Thanks
    pmduk
    • #7
    • 19th Jun 17, 10:42 AM
    • #7
    • 19th Jun 17, 10:42 AM
    The more hassle a retailer gets through poorly chosen couriers the more care they may put in choosing them in the future.
    • angryparcel
    • By angryparcel 19th Jun 17, 2:04 PM
    • 910 Posts
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    angryparcel
    • #8
    • 19th Jun 17, 2:04 PM
    • #8
    • 19th Jun 17, 2:04 PM
    The more hassle a retailer gets through poorly chosen couriers the more care they may put in choosing them in the future.
    Originally posted by pmduk
    It is not the courier company that is poorly picked. Couriers these days are mainly self employed, we have great Hermes and Yodel drivers, but many areas dont.
    a retailer cannot chose the driver the courier assigns a parcel too
    • Le_Kirk
    • By Le_Kirk 19th Jun 17, 2:11 PM
    • 1,927 Posts
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    Le_Kirk
    • #9
    • 19th Jun 17, 2:11 PM
    • #9
    • 19th Jun 17, 2:11 PM
    ...... a retailer cannot chose the driver the courier assigns a parcel too
    Originally posted by angryparcel
    That's true but then when things go wrong he can choose not to use that particular service again.
    • angryparcel
    • By angryparcel 19th Jun 17, 2:59 PM
    • 910 Posts
    • 516 Thanks
    angryparcel
    That's true but then when things go wrong he can choose not to use that particular service again.
    Originally posted by Le_Kirk
    depends on how many issues the retailer suffers with a courier, they wont stop using a courier over 1 or 2 issues.
    All couriers have issues
    • swingaloo
    • By swingaloo 19th Jun 17, 5:15 PM
    • 1,714 Posts
    • 3,066 Thanks
    swingaloo
    No - didn't need a signature. I'll bear this in mind if the dispute escalates. Thanks.
    Originally posted by Corona
    How do you know a signature was not required if it didn't arrive?
    • unholyangel
    • By unholyangel 19th Jun 17, 5:34 PM
    • 11,008 Posts
    • 8,268 Thanks
    unholyangel
    How do you know a signature was not required if it didn't arrive?
    Originally posted by swingaloo
    The tracking stated that it was put through the letterbox.

    I've yet to have a delivery experience where they ask for a signature and then proceed to post it through the letterbox rather than hand it to me through the open doorway.
    Money doesn't solve poverty.....it creates it.
    • shaun from Africa
    • By shaun from Africa 19th Jun 17, 7:09 PM
    • 9,293 Posts
    • 10,459 Thanks
    shaun from Africa
    Was the item of a size that when packaged would have actually been able to fit through a letterbox?
    • Corona
    • By Corona 20th Jun 17, 9:42 AM
    • 783 Posts
    • 689 Thanks
    Corona
    Thanks everyone for your help - I have an UPDATE!

    Yesterday afternoon, after having my downstairs (long) curtains almost completely drawn to keep out the sun (the 2 small windows behind it were open all day), I opened them to close the windows before going out and - there was the parcel on the floor behind one of the curtains!!!

    I'm pretty sure it wasn't there when I opened the curtains this morning (unless I just didn't see it) but, either way, it's obviously been "delivered" through one of the open windows.

    Never had a parcel "delivered" like this before ...!
    • Corona
    • By Corona 20th Jun 17, 9:56 AM
    • 783 Posts
    • 689 Thanks
    Corona
    It is not the courier company that is poorly picked. Couriers these days are mainly self employed, we have great Hermes and Yodel drivers, but many areas dont.
    a retailer cannot chose the driver the courier assigns a parcel too
    Originally posted by angryparcel
    You're lucky - our usual Hermes courier is obviously a very heavy smoker as every parcel he's delivered to us has smelled of stale cigarette smoke (luckily they've all been well sealed so it doesn't get onto the actual contents). But I don't think the current problem is down to him because (1) he's too small to have reached the window (see my Update) and (2) the parcel didn't smell the way it normally does.

    At least our usual courier tried ringing the doorbell!
    • pmduk
    • By pmduk 20th Jun 17, 12:22 PM
    • 7,322 Posts
    • 5,288 Thanks
    pmduk
    It is not the courier company that is poorly picked. Couriers these days are mainly self employed, we have great Hermes and Yodel drivers, but many areas dont.
    a retailer cannot chose the driver the courier assigns a parcel too
    Originally posted by angryparcel

    I disagree, the recruitment method a company uses is something a retailer should consider before selecting a courier. Ater all, the delivery of an item is part of the purchase process and will influence which retailer a comsumer uses both on thst occasion and in the future. I'm sure I'm not the only one who as stopped using previously regularly used retailers after major delivery issues.


    I accept your later point that a couple of problems won't influence a retailer, however thae amount of time their CS staff deal with ensuing problems probler will influence the retailer.
    • Moneyineptitude
    • By Moneyineptitude 20th Jun 17, 12:57 PM
    • 18,888 Posts
    • 9,035 Thanks
    Moneyineptitude
    it's obviously been "delivered" through one of the open windows.
    Originally posted by Corona
    Probably too big to go through the letterbox, the courier could at least have put a note through your door to inform you.

    Glad it's resolved without too much pain...
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