Help! - DHL tracking says parcel delivered but it's not been!

galvanizersbaby

Hi all

Not sure if this is the right board for this so feel free to move but I was just wondering if anybody was having/had had the same problem as me and had any advice?

I ordered some jumpers from Amazon but the seller was Sportsdirect a while back - however an hour later I realised the items I wanted were available cheaper on the Sportsdirect website direct.
I then had to email Sportsdirect to cancel my order (via Amazon) and then I reordered from Sportsdirect.

Anyway by the time Sportsdirect replied to my cancellation email they had already dispatched items via DHL (I had refused delivery as Amazon website suggests).

Sportsdirect have now sent me an email stating that according to the DHL tracking system the parcel was delivered and signed for so they won't be refunding my money!

I've tried contacting Sportsdirect customer services by phone but haven't actually managed to speak to a real person as yet!

Has anyone else experienced items not arriving and DHL stating the item has been delivered and signed for?

Any advice on what next?!

george2

ask for the tracking number / airwaybill number so you can see who signed for it HERE

ChasingButterflies

First question is going to sound daft... Have you double checked that your delivery address is correct?

Have you checked bins/playhouses etc where a delivery driver might leave a parcel (but having run out of cards/ink couldn't leave you the info?)

After this call the local DHL office, explain the issue and ask for a copy of the signature/name of person who signed for the item. (although it may have to be the company that you purchased from that has to do this? - not sure) Although I often found getting through to the depot a nightmare there is a central CS number, where if you are lucky they will chase it up for you... luck of the draw.

If all that fails and you paid via credit card contact the CC's "disputes" department.

I have in the past had numerous problems with DHL although they aren't as bad a citylink :rolleyes:

Good luck and I hope you manage to resolve this.

iliketosave_2

Are you saying you refused delivery but they are saying it was signed for and delivered?
If so you definately want proof of signature. Not saying it has happened but its quite possible that it was 'signed for' after your refusal and ended up in other hands.

Red_Cat

I agree with ChasingButterflies. Check if it was delivered to the wrong address.
It's amazing how items are misdelivered and someone does sign for them. I once had a hire car delivered to the wrong address, even though National Alamo were adamant they delivered it to my home. They had delivered to the right house number but wrong street. Luckily a car is hard to hide, so I was able to take a photo showing it on someone else's drive and not mine.

galvanizersbaby

Thanks for the advice everyone.
I had actually requested the item was delivered to my mothers address which is correct on my Amazon details (I am at work during the day)

When I say I refused delivery it was actually my mum who turned the DHL driver away and watched him put the parcel back on the van.

I have two DHL shipping numbers provided by Amazon but they just come up as no details found on the DHL website (thanks for the link george2)

I guess I'm going to have to keep trying to contact Sportsdirect Customer Services to get further information and try and resolve this which is proving very difficult so far! :mad:

Baby_J_2

A similar thing happened to me...

I ordered an item from LUSH and it was sent via DHL. LUSH normally have a 3-5 day turnaround, so on the 6th day, I gave LUSH a call and they said the item had been tracked and was showing as being signed for by ME! It was absolutely impossible as 1) I wasn't in at the time it was signed for - I was at the opticians for an appointment and 2) there was nobody else in the property who could have signed for it.

LUSH Mail Order said they would get back to me...turns out that the DHL delivery driver had signed for the package with MY name and left it outside my front door! Of course it couldn't have stayed there for very long. I was fuming and LUSH ended up refunding me in full and the head of Mail Order bought the item round for me free of charge. They don't use DHL anymore as they are so unreliable.