Missing Parcel - advice!

spidereyes

I would be so grateful if someone could give some advice because Im in a bit of a pickle.

I ordered some items online yesterday and they were meant to be delivered today (needed them last minute and wont be any good to me next week etc).
Anyway I was in all morning today and neither me nor my partner heard the doorbell ring, my partner was going to leave the house and found on the doormat a card from the delivery company- it said they had left the parcel outside :eek: Anyway there was nothing out there so Ive no idea if they really did leave them or someone has stolen them.

I checked with my neighbours and neither of them have taken it in for safe-keeping so my parcel is totally missing. I checked the tracking of my parcel online which says it was delivered at 7am so obviously Im very worried.

The website doesn't seem to have a phone number so Ive sent them an email on thier contact page which says they will respond within 4hours (2hours so far and nothing yet) but I really don't know what to do. Im going away tomorrow for a friends wedding and I needed it for then.

I really don't want to be called a liar because obviously the tracking says it was delivered, my only 'proof' is the delivery card that says it was left outside

PZH

spidereyes wrote: »

The website doesn't seem to have a phone number so Ive sent them an email on thier contact page which says they will respond within 4hours (2hours so far and nothing yet) but I really don't know what to do. Im going away tomorrow for a friends wedding and I needed it for then.

I really don't want to be called a liar because obviously the tracking says it was delivered, my only 'proof' is the delivery card that says it was left outside

As long as the goods are not custom order or perishable (food, etc)* then write to the supplier and cancel the order. Then get yourself down the high street and buy the goods in a shop (I assume its something wedding related?)

The card through the door is all the proof you need as they failed to deliver (hence the card).


*Other items are exempt from DSR as well

spidereyes

phoodless wrote: »

As long as the goods are not custom order or perishable (food, etc)* then write to the supplier and cancel the order. Then get yourself down the high street and buy the goods in a shop (I assume its something wedding related?)

The card through the door is all the proof you need as they failed to deliver (hence the card).


*Other items are exempt from DSR as well

Thank you for your reply - the item were actually clothing but I won't need them after the wedding weekend etc. Obviously I would have never ordered them without the next day delivery which is why Im so disappointed this has happened. Ive ordered from the company before via standard post and never had any problems.

But in all seriousness leaving outside was a bit of a silly idea, especially seeing as there are tonnes of school kids who go past in the morning.
They really couldn't have rung the bell because my bell is really loud and me or my partner would have heard it.

I don't know if it makes any difference but for the 'signed for' section on the tracking it has a number - I assume the delivery guys? and then 'view proof of delivery' the signature box is empty although that only proves I never signed for it rather than never received it

I didn't pay by credit card so if it comes to it Im not sure how I would get my money back if the company start being awkward

dibblersan

isn't there a number on the card so you can ask the company to call the driver and find out exactly where it was left.

a bit of a run around but it might mean you get the parcel when you need it.

spidereyes

dibblersan wrote: »

isn't there a number on the card so you can ask the company to call the driver and find out exactly where it was left.

a bit of a run around but it might mean you get the parcel when you need it.

Well it says exactly where it was left - 'behind flower pot' except its not there, Ive even looked in the flowerbed + the wheelie bin. People tend to use my front garden as a bit of a foot path so it could have been picked up by anyone if it was left at all. I hasten to add my flowerpot is tiny

PZH

spidereyes wrote: »

I don't know if it makes any difference but for the 'signed for' section on the tracking it has a number - I assume the delivery guys? and then 'view proof of delivery' the signature box is empty although that only proves I never signed for it rather than never received it.

...Well it says exactly where it was left - 'behind flower pot'

Won't make any difference - the delivery driver failed to deliver it safely.

However, I do agree with dibblersan - IF you can chase the driver without any real hassle , then it may be an easier option (But the seller is still responsible for safe delivery)

spidereyes wrote: »

I didn't pay by credit card so if it comes to it Im not sure how I would get my money back if the company start being awkward

On the assumption that the company start being awkard....

So how did you pay ?

If by Debit Card - then you could ask for a Chargeback with the card issuer.

If by Paypal - then open a dispute within 45 days. (Don't let the company use delay tactics as per below)


For the record - if the company start telling you to chase the delivery driver, or that you have to wait until they can submit a claim - then tell them that it is their responsibility and not yours.

spidereyes

phoodless wrote: »

Won't make any difference - the delivery driver failed to deliver it safely.



On the assumption that the company start being awkard....

So how did you pay ?

If by Debit Card - then you could ask for a Chargeback with the card issuer.

If by Paypal - then open a dispute within 45 days. (Don't let the company use delay tactics as per below)


For the record - if the company start telling you to chase the delivery driver, or that you have to wait until they can submit a claim - then tell them that it is their responsibility and not yours.

Thanks, I paid by Visa debit card (Natwest if thats makes any difference)

Im still waiting to hear back from them at the moment, Im really not sure Ill hear anything before I go away.

Im really so angry with the delivery guy for this, how hard would it have been to have rung the bell, taken it next door or even taken it back to the depot, at least that way I could have collected it and I would have had it today rather than it being goodness knows where and being without it. I really wouldn't have bothered with ordering it if it wasn't going to come today which is what makes the whole situation so frustrating.

Thankfully it wasn't a lot of money, but certainly enough to want to chase up

PZH

spidereyes wrote: »

Thanks, I paid by Visa debit card (Natwest if thats makes any difference)

Im still waiting to hear back from them at the moment, Im really not sure Ill hear anything before I go away.

Im really so angry with the delivery guy for this, how hard would it have been to have rung the bell, taken it next door or even taken it back to the depot, at least that way I could have collected it and I would have had it today rather than it being goodness knows where and being without it. I really wouldn't have bothered with ordering it if it wasn't going to come today which is what makes the whole situation so frustrating.

Thankfully it wasn't a lot of money, but certainly enough to want to chase up

Yes, it must be very annoying. How irresponsible of the driver to put it behind a flower pot!

To be fair to the retailer - apart from their poor choice of courier - the item would have been with you today had it not been for the driver. You have also yet to see the retailers response and how they will handle the issue.

spidereyes

phoodless wrote: »

Yes, it must be very annoying. How irresponsible of the driver to put it behind a flower pot!

To be fair to the retailer - apart from their poor choice of courier - the item would have been with you today had it not been for the driver. ou have also yet to see the retailers response and how they will handle the issue.

That is true, and to be fair to the company Ive never had problems in the past with them, I did say in the email to them I knew it wasn't thier fault but expressed my concern with thier delivery methods.

Really hope they get back to me soon as I want to get this sorted!

You know what one of the bloomin' typical things is I just had an automated email from the company saying one of the 3 items I ordered was OOS so they are refunding me that bit of the order anyway, unfortunately that was the cheapest item...

PZH

:rotfl: Typical :rotfl:

Anyway - look on the bright side - you are well protected by the distance Selling Regs so no need to worry about that.

Just try to relax and enjoy the wedding tomorrow. :T

spidereyes

phoodless wrote: »

:rotfl: Typical :rotfl:

Anyway - look on the bright side - you are well protected by the distance Selling Regs so no need to worry about that.

Just try to relax and enjoy the wedding tomorrow. :T

Thank you for your advice, certainly put my mind at ease

Ive just had an email through from them! They said they were sorry Ive not recieved the order and that they have confirmed the parcel as missing and that they will issue me a full refund :T