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Catalogue order, missing parcel
cannyClaire
Posts: 120 Forumite
Advice needed please!
Goods my mother ordered did not turn up, but the catalogue company say they have a signature so as far as they are concerned she had the goods. I emailed them on her behalf (this is the only way we have had a response from them) to ask the time of the delivery and if the parcel was left with a neighbour(immediate neighbours were on holiday at the time) and they told her to check with all the neighbours (in a street of terraced houses) so they are not sure where the parcel was left I assume, and have not given a time of delivery. They sent her a letter to return confirming she had not received the goods, but this arrived one day before they wanted it returned to them with copies of driving licence/passport/credit card for all living at her address, she has none of those things, and lives alone. She replied telling them this and has had no reply from them. She has also written and phoned on two further occasions but can only get as far as the orderline on the phone and no-one will put her through to whoever is supposed to deal with this sort of thing. No replies have been forthcoming to her letters either.
Incidentally, there were three orders placed close together and the two orders which did arrive were sent in 5 parcels, most were left in mum's porch without her signing for them. One was left with the next door neighbour but the card advising where the parcel was, was found wet and damaged in her front garden.
The missing parcel would have been bulky, as it contained three pairs of hand towels and a pair of knee length boots, all bought in the sale and with a money off voucher and totalling £27. Mum has £16 cashback which I have been unable to retrieve online as the reward system has changed. There is just £27 owing on the account now (the disputed parcel amount) .
I'm not sure what the next move should be, the catalogue company are obviously acting as judge, jury and executioner and will not divulge any information or even reply to mum. Would it be better to go to some trading standard people or is there a mail order ombudsman she can contact?
Help!
Goods my mother ordered did not turn up, but the catalogue company say they have a signature so as far as they are concerned she had the goods. I emailed them on her behalf (this is the only way we have had a response from them) to ask the time of the delivery and if the parcel was left with a neighbour(immediate neighbours were on holiday at the time) and they told her to check with all the neighbours (in a street of terraced houses) so they are not sure where the parcel was left I assume, and have not given a time of delivery. They sent her a letter to return confirming she had not received the goods, but this arrived one day before they wanted it returned to them with copies of driving licence/passport/credit card for all living at her address, she has none of those things, and lives alone. She replied telling them this and has had no reply from them. She has also written and phoned on two further occasions but can only get as far as the orderline on the phone and no-one will put her through to whoever is supposed to deal with this sort of thing. No replies have been forthcoming to her letters either.
Incidentally, there were three orders placed close together and the two orders which did arrive were sent in 5 parcels, most were left in mum's porch without her signing for them. One was left with the next door neighbour but the card advising where the parcel was, was found wet and damaged in her front garden.
The missing parcel would have been bulky, as it contained three pairs of hand towels and a pair of knee length boots, all bought in the sale and with a money off voucher and totalling £27. Mum has £16 cashback which I have been unable to retrieve online as the reward system has changed. There is just £27 owing on the account now (the disputed parcel amount) .
I'm not sure what the next move should be, the catalogue company are obviously acting as judge, jury and executioner and will not divulge any information or even reply to mum. Would it be better to go to some trading standard people or is there a mail order ombudsman she can contact?
Help!
0
Comments
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Bump.
Anyone got any ideas on this please?0 -
I would ask the company to chase this up with the delivery firm and request a copy of the signature.
The address and person named on the parcel must sign for it not joe bloggs maybe 4 or 5 doors down. They should have taken the parcel back if your mother wasnt in to sign for it.Life is a rollercoaster.....ya just gotta ride it:whistle:0 -
"is there a mail order ombudsman?"
Well sort of... how about the small claims court?0 -
Im suprised the company hasn't asked for a report of theft to be made to police. In fact l would just rasie the issue with the community bobby (not PCSO) in case there has been a spate of parcel thefts in the area.0
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