Package delivered to wrong address.

In_Debt_Dean

Hi all,

I have just recently joined and realised that the forum might be a good place to get advice on a problem I encountered a month or two ago.

I ordered a package from a website online with a value of approx. £70 and paid for recorded delivery on the package. I waited and waited for the package to arrive with no success, so I checked the tracking on the item and found that it had been signed for by someone else, so I asked all my neighbours if they had collected the package for me and nobody had. I rang up Royal Mail and gave them all the details and they told me that they "double check the address and the signature against that of the package" and basically fobbed me off. So next I decided to turn to the website and asked them to investigate it for me, I received an email back saying they would let me know if they had anymore information... I kept checking my email and days, then weeks went past with no response, so I emailed again (and again) and still haven't heard from them.

Basically, I am worried that it has gotten on a bit now and I feel that they might not think there is substance to my claim. I should point out that I printed off the signature of the person who signed for the package, as well as my receipt and included a letter to Royal Mail. However, they said that I had provided them with "insufficient evidence" and would dismiss my claim unless I could provide more evidence in the next week (which is when I turned my attention to the website).

So in a nutshell, I guess I am asking, who is to blame? and what are my chances of a refund? (I ended up having to order the same product of the same website - which thankfully arrived and was signed for by the correct person!)

ABH_3

In_Debt_Dean wrote: »

Hi all,

I have just recently joined and realised that the forum might be a good place to get advice on a problem I encountered a month or two ago.

I ordered a package from a website online with a value of approx. £70 and paid for recorded delivery on the package. I waited and waited for the package to arrive with no success, so I checked the tracking on the item and found that it had been signed for by someone else, so I asked all my neighbours if they had collected the package for me and nobody had. I rang up Royal Mail and gave them all the details and they told me that they "double check the address and the signature against that of the package" and basically fobbed me off. So next I decided to turn to the website and asked them to investigate it for me, I received an email back saying they would let me know if they had anymore information... I kept checking my email and days, then weeks went past with no response, so I emailed again (and again) and still haven't heard from them.

Basically, I am worried that it has gotten on a bit now and I feel that they might not think there is substance to my claim. I should point out that I printed off the signature of the person who signed for the package, as well as my receipt and included a letter to Royal Mail. However, they said that I had provided them with "insufficient evidence" and would dismiss my claim unless I could provide more evidence in the next week (which is when I turned my attention to the website).

So in a nutshell, I guess I am asking, who is to blame? and what are my chances of a refund? (I ended up having to order the same product of the same website - which thankfully arrived and was signed for by the correct person!)

The vendor who you purchased the item from is the one responsible for getting it to you. They chose a courier who they contracted to send the item via to you. As that person or company didn't fulfil that contract ie: you didn't get the item, then the vendor owes you either the item or a return of the money you paid for the item plus any postal charges.

As you suggested you purchased again the same item from the same website. You can either get in touch with them and report the item still missing, and request a refund of Payment plus any Postal Charges paid.

Seeing as they took the order for another of the same item so soon after losing the first, and charged you accordingly. I suspect they'll possibly say its upto you to get the item, that's wrong. You contracted them to deliver to you one of the items, and to send it to you. They have a contract with the courier, not you, it's there fault to replace\reimburse as appropriate.

So if you don't get any joy with the website refunding you, then you may wish to get in touch with your credit card provider, see if they can refund you. If however you paid with a Visa Debit Card then you could perform a 'debit chargeback':

http://whatconsumer.co.uk/visa-debit-chargeback/
http://www.which.co.uk/advice/your-rights-when-paying-by-credit-card/chargeback-on-credit-and-visa-debit-cards/index.jsp

HTH

pinkshoes

I would start by sending a recorded delivery letter to the company, with a copy of this signature, and a copy of your signature, and state that you have NOT received your item, and unless you receive the item or a full refund in 7 days from receipt of this letter, you will be starting a small claims court claim against them, as they have not supplied you with the item you have paid for.

Ivory_Tinkler

OP the company you purchased the item from should be contacting royal mail to dispute delivery not you, although it is reasonable to expect co-operation from you in trying to trace the original parcel. Royal Mail normally send a letter when delivery is disputed for you to sign and return to them to state that you haven't had your parcel and they then use this internally to log the claim.

From the companies point of view, they are not to know that you have had your parcel and are "trying it on" but be persistent and insist that they start a proper investigation otherwise contact your credit card to see if they can help.

Hope you have success soon.

mluton

Had this a few time with a certain delivery company leaving parcels outside my house. Their policy allows the drivers to leave parcels if they are hidden. Never hidden enough or they are stealing my parcels.

I have always just followed it up with the vendor of the item.

Mark_Hewitt

As others have said it's the retailers responsibilty to chase Royal Mail, not yours.

As far as you are concerned your contract is with the retailer, not Royal Mail or anybody else. Who delivers it is of no concern of yours.

custardy

In_Debt_Dean wrote: »

Hi all,

I have just recently joined and realised that the forum might be a good place to get advice on a problem I encountered a month or two ago.

I ordered a package from a website online with a value of approx. £70 and paid for recorded delivery on the package. I waited and waited for the package to arrive with no success, so I checked the tracking on the item and found that it had been signed for by someone else, so I asked all my neighbours if they had collected the package for me and nobody had. I rang up Royal Mail and gave them all the details and they told me that they "double check the address and the signature against that of the package" and basically fobbed me off. So next I decided to turn to the website and asked them to investigate it for me, I received an email back saying they would let me know if they had anymore information... I kept checking my email and days, then weeks went past with no response, so I emailed again (and again) and still haven't heard from them.

Basically, I am worried that it has gotten on a bit now and I feel that they might not think there is substance to my claim. I should point out that I printed off the signature of the person who signed for the package, as well as my receipt and included a letter to Royal Mail. However, they said that I had provided them with "insufficient evidence" and would dismiss my claim unless I could provide more evidence in the next week (which is when I turned my attention to the website).

So in a nutshell, I guess I am asking, who is to blame? and what are my chances of a refund? (I ended up having to order the same product of the same website - which thankfully arrived and was signed for by the correct person!)

does the package track as being delivered from your local office?
i once had a company tell me my item was delivered and provided a tracking number that didnt show as delivered from my local office.so definatly wasnt for my address

KATTY

I have just recived a parcel and signed for it with our address on. Its not for us and as come from the USA. It has several people address on and looks like it been sent by the person who ordered it to my address?

What do I do with it.

Itd a replica handbag and I dont want an unexpected bill for it:o

Halloway

KATTY wrote: »

It's a replica handbag...

'Replica'? Is that a euphemism?

KeithP

KATTY wrote: »

Its a replica handbag...

I think he/she means...

"Its not really a handbag, just a copy (photocopy?) of a handbag."

All quite clear really.

:beer:

Ivory_Tinkler

Halloway wrote: »

'Replica'? Is that a euphemism?

Yes, in other words the bag is a fake