It was delivered but i did not receive it

morocha

Hi, i have been buying online and spend around £100 at TK Maxx online, they gave me a tracking number, ordered arrived within two days or so they said.
I have not received it, they said the courier left it at my door, it is not there. Oh and I, know the guys from Hermes, parce force, city link etc as we are always ordering things online or getting things picked up. I emailed them( tk maxx), and they said the will investigate, they got back to me saying that it was delivered, but as i have not received it, they want me to print out a paper, sign it and send it to them and i will get my money back. I am a bit dissapointed that my parcel never arrived ( in my hands) but i just dont know what they will do with this letter? will anyone get the blame ? will the guy who delivered lose his job because of this ? Should i inform the police about the missing parcel ? Fact is, i live in a rural area, but there are houses around mine and my outside kinda garden door is always open, he says he left it there, but the other couriers usually deliver to my neighbours or if they are not in either, they leave it under one of my recycling boxes etc.. safely, not just at my door.Why they did not asked for a signature or left the "sorry we missed you" note, i dont know... and to be honest i am quite scare that whoever delivered it will come to my house to enquire about it, as we know them, i dont know unless it is someone we dont know, H&M and next uses Hermes and the guy is quite nice, dont know if he delivers TK Maxx tho. I just dont want trouble with any of them.

adelight

Noone will come to your house, get fired, or ever know you had to bring it up. Don't worry!
I had a similar problem with HDNL(who else, really?) and weirdly I now work with the woman from the shopping website who dealt with my missing parcel- they just have to claim it from the delivery company as they failed to ensure your parcel was delivered safely and they didn't get a signature. In my case they took it to the wrong place and let some random bloke sign for it!

4nnabella

I used to work in the customer care department for an online company and if anyone rang to say they had not received their order, if it was worth more than £50 total then the customer had to complete and sign a declaration that they had not received the parcel before we could replace or refund it (and they used to use the same courier company that you have mentioned). If the order was worth less than £50 then the advisor had the authority to re-order the items or process a refund, whichever the customer wanted. But the signing of the declaration was just a formality to be able to process the refund or replacement for higher value orders.

We could log into the courier's system and check where the delivery driver had said they had left the parcel, like 'in the porch' or whatever, but that was it. I don't know if these kind of complaints were escalated internally at the couriers or not. You would probably have to contact the directly rather than through TK Maxx if you want to make a complaint about the missing parcel.

I highly doubt the driver would come knocking on your door if you were to complain, not very professional really. It's probably more likely that he did leave it where he said, someone saw him deliver it and took the opportunity to take it!

morocha

Thanks for that, i just googled it yesterday and came across all sort of info.
I just dont know if the guy who delivered it, it's the guy we know, if it is him we dont want trouble for him.
I just google everything, i thought it was all a police matter and people involved.

Mrs.W_2

The Ebay, Auctions and Jumble Sales board has some real experts on mail order and distance selling regulations. And they are very helpful - esp where problems with delivery comapnies are concerned.

MarilynMonroe_2

They'll probably have some sort of insurance for this maybe, i would just do what they ask and get your money back and try not to worry about the delivery man, because it would have to be more than one order going msising for them to suspect he was keeping the items or anything. Just as hame you didnt get your items!

morocha

thank you everyone, i will sign the declaration and post it today.

merlin68

My hubbie works as a courier and after 3 claims you loose your job. They do contact the couriers to find out where parcels have been left. As Next and the company he works for ring him up to find out.
If they can remember, as he delivers 100 parcels a day, so over a week it could be 600 plus, so unlikely to remmeber.

a_j_mair

check with your neighbours incase it has been left in their porch by mistake and they have not seen it

Judith_W

If the courier decided to leave the parcel in a non-secure area without permission from you, then they should not be surprised if it goes missing. Send the form and don't worry, as others have said, for a first time parcel missing, there will be no issues and maybe next time the courier will think a bit harder about an appropriate place to leave something.

morocha

My neighbours havent got my parcel, they always give them to us at night the same day they receive it.
My RM postie always leave my parcels outside my door, even when is pouring with rain and never knocks, even when it is obvious we are in, if i should complain about someone, it should be about him