Online order, item not received but courier says I have received and signed for

blustardust

Hi everyone,

I am hoping that someone on here may be able to give me some much needed advice.

I placed an order online with Evans, as I have previously done on many occassions. However after waiting a week to receive my parcel from them and notification had been sent stating the parcel was with the courier, I decided to investigate to try and track my parcel.

The courier company (Hermes) used by Evans is stating that the parcel was delivered to my house and a signature was received.

The parcel was never delivered to my house and I have checked with my neighbours and none of them have taken delivery of the parcel either.

Today Evans customer care have emailed me to say that they are happy the parcel was delivered to me and that a signature received is all the proof they need of delivery being successful. They have also said that I am liable for the full cost of the items I have never received (worth nearly £100) and that they will not be resending the items. In their opinion the matter is closed!

What can I do? Is there a way for me to prove the courier company are in the wrong?

Many thanks

HouseHuntr

Maybe you have a Troll at your house who signed for it ? :rotfl:

It's not exactly rocket science is it! If they have a signature then they'll be able to prove it to you won't they!

mardatha

I've had similar happen and I just kept on phoning and complaining. Had the same story that I was out and they left a card etc which was rubbish. Then it had been delivered to a street with the same name in a different town altogether. Rubbish as I live on a farm road with the farm name. In the end I got it, but my OH thinks the driver was too lazy to come all the way out here and jsut left it in the van or took it home. But for £100, I would create hell if it cost that much

vikingaero

If you paid by credit card or Visa debit card then hit them with a chargeback.

kazzah60

I had a delivery from Evans online store yesterday - just popped through the letter box
no signature required
I would ask themto see the proof of delivery - i.e. the signature

isplumm

blustardust wrote: »

Hi everyone,

I am hoping that someone on here may be able to give me some much needed advice.

I placed an order online with Evans, as I have previously done on many occassions. However after waiting a week to receive my parcel from them and notification had been sent stating the parcel was with the courier, I decided to investigate to try and track my parcel.

The courier company (Hermes) used by Evans is stating that the parcel was delivered to my house and a signature was received.

The parcel was never delivered to my house and I have checked with my neighbours and none of them have taken delivery of the parcel either.

Today Evans customer care have emailed me to say that they are happy the parcel was delivered to me and that a signature received is all the proof they need of delivery being successful. They have also said that I am liable for the full cost of the items I have never received (worth nearly £100) and that they will not be resending the items. In their opinion the matter is closed!

What can I do? Is there a way for me to prove the courier company are in the wrong?

Many thanks

Hi,

I would suggest that you write back to them, & ask them to actually send the POD signature to you, so you can view it.

See what the signature looks like - also is there a printed name - cause normally the person accepting the goods will have written their name & then signed it.

I would then suggest that if the signature is not yours or no one you know, asks Evans for their legal department address as you will be sending them a Letter before Action - before starting small claims procedures.

Mark

jimbms

Tell them you wish to escalate this as if someone has signed your name then it is a forgery and with the loss of the good being theft is also a criminal offence, inform Evans if you do not here a satisfactory explanation you wil involve the police, they don't like this and will often investigate further by cheching the signature obtained against yours etc, this once happened to us, it ended with the courier being charged with several counts of theft and forgery and an nice big discount as a way of an appology from the company.

blustardust

Thank you to all of you for your help with this one. I am pleased to report that after a couple of emails from me requesting POD and any other proof they could supply and also the address for their legal dept. I was given a full refund for the money I had paid.

To this day there is no sign of the goods, but at least I have my money back and I couldn't have asked for a better outcome.

Many thanks

isplumm

blustardust wrote: »

Thank you to all of you for your help with this one. I am pleased to report that after a couple of emails from me requesting POD and any other proof they could supply and also the address for their legal dept. I was given a full refund for the money I had paid.

To this day there is no sign of the goods, but at least I have my money back and I couldn't have asked for a better outcome.

Many thanks

Excellent ...