Change of delivery address

mdav

Hi,

I ordered a clock on the Internet. There was no mention in the order confirmation or on the website of which company would delivery it. Someone has apparently contacted the delivery company and changed the delivery address. The clock has been delivered a week ago to this apprarent change of address. I contacted the clock company to ask if it had been dispatched and this is when I found out what had happened.
What are my rights? I have demanded that the clock company sort it out.
What can I do??

Tea3

I sell online through my website so know that the company has a legal right to ensure you receive delivery of the order so its their problem to sort out unless they have proof of delivery at your requested delivery address. If they, or their delivery company, messed up then its their problem to sort out. I would contact them again with a polite but firm email explaining that you ordered and paid for the item and they should ensure it is delivered to you correctly and that they should send out a replacement to the correct address this time.

From an honest seller online who lets people know their rights

soolin

Tea3 wrote: »

I sell online through my website so know that the company has a legal right to ensure you receive delivery of the order so its their problem to sort out unless they have proof of delivery at your requested delivery address. If they, or their delivery company, messed up then its their problem to sort out. I would contact them again with a polite but firm email explaining that you ordered and paid for the item and they should ensure it is delivered to you correctly and that they should send out a replacement to the correct address this time.

From an honest seller online who lets people know their rights

OP though says that someone has changed the delivery address, so it is possible that the item does show as delivered.

OP the thing here is to find out who changed the delivery address, was it someone who had access to your info or was it a hacker. If you believe it to be a hacker then I think you have a deeper problem, if they cnanhack your account to get a clock what else have they hacked?

I would firstly ask the company when and how the delivery address was changed, if this was done online then you may have computer issues and the techie board should be able to help you with details of a deep scan.
If the change was on the phone or some other method then you need to work out which person close to you wants to take your items this way.

KeithP

Do you know the new delivery address?

Can you go round and claim your clock?

Tea3

I still say the company has the responsibility to confirm delivery to the original requested delivery address or to confirm with the OP they delivered to the alternative address and when/how it was changed (sorry should have added that last bit into previous post did not re-read it to see that I had not). It is still the company who have to prove this otherwise someone can place a £1000 order with me and I can say 'oops delivery address was changed and we have delivered it' when in fact I have dont nothing and jusy pocketed the cash - not saying this clock company is lying just that they still have to prove you changed the address afterall if the address was changed it could be a person error at their end or even a hacker on their site or staff fraud at their end etc. After ordering if any delivery or order info is changed I contact the customer by email/phone to confirm the changes were made by them.

Contact the company and ask them who changed the address and how? Did someone login to your account on that website (could be their security fault)? Did someone email or call them (if so how did they confirm it was you)? Do they have proof of delivery at the alternative address?

As with any delivery placed online they are responsible for the delivery getting to you and if you have an order confirmation or similar showing your requested delivery address and they cannot show you proof that you changed this address then technically they have not fulfilled your order yet and still owe you a clock. It is then their responsibility to find out who amended the order and to recover the clock from the other address or involve police/legals etc (depending on the value of the item and how they normally deal with these type of things). So ask for how and when your address was amended and how did they confirm it was you? If they say they have an email or similar make sure to ask for a copy of this to be forwarded to you. I would also run a virus check on your pc just to be sure everything is ok your end, but personally if someone had a keylogger or similar on your pc I am sure they would rather take your card info or paypal details etc rather than divert a clock to their address (unless they have the exact same taste and really like clocks)

bap98189

If you issue a chargeback via your credit card you will get the money back. Unless the company have proof of delivery to the registered cardholder's address their bank won't even look at it and will process the chargeback.

Ivory_Tinkler

Anyone notice that the OP hasn't been back - looks like another one-post wonder.