Items signed for but not at delivery address

jimmysimp

Hello,

I bought a pair of shoes over the internet. Apparently they were delivered via recorded mail over a week ago, only not to me. They were signed for (well sqiggled for when you look at the digital proof) but not by anyone at my address, only myself and partner living here. So it would appear they have delivered to the wrong address and someone has seized the opportunity.

Anyway I have spoken to the shop and roaly mail customer services. Customer services said they would contact the local sorting office and the appropriate people would be interviewed and they would attempt to recover the goods. I should contact them on Monday and if recovery has not been successful compensation should be sought. My query is who should seek compensation me or the retailer? The way I see it i entered a contract with the retailer and they entered one with the royal mail (the offending party) so should they (the retailer) not be the ones to go through the compensation process and simply refund me immediately?

Thanks

bod1467

Yes. YOUR contract is with the retailer. Whether or not RM have messed up is the retailer's problem, not yours. The retailer should either refund you all monies paid, or resend the item.

arcon5

have you actually contacted the sender yet?

Forwandert

jimmysimp wrote: »

Hello,

I bought a pair of shoes over the internet. Apparently they were delivered via recorded mail over a week ago, only not to me. They were signed for (well sqiggled for when you look at the digital proof) but not by anyone at my address, only myself and partner living here. So it would appear they have delivered to the wrong address and someone has seized the opportunity.

Anyway I have spoken to the shop and roaly mail customer services. Customer services said they would contact the local sorting office and the appropriate people would be interviewed and they would attempt to recover the goods. I should contact them on Monday and if recovery has not been successful compensation should be sought. My query is who should seek compensation me or the retailer? The way I see it i entered a contract with the retailer and they entered one with the royal mail (the offending party) so should they (the retailer) not be the ones to go through the compensation process and simply refund me immediately?

Thanks

Tell the shop to ring rm customer services on Monday. You're getting too involved in a situation that doesn't really concern you. All you need (from the shop) is either the shoes or your money back if they don't have anymore.

milliebear00001

I had exactly this situation at Christmas with Next. They wanted to send me out a 'replacement item', but would not refund me until they had confirmed wrongful delivery with their courier.

I had to do a fair bit of re-ringing and re-explaining before they eventually recovered the parcel and refunded me my money. I wasn't best pleased. Their view was that the item could have been delivered to me and I was just fibbing about it! In practice, it took weeks for them to sort it. They even suggested I could go and recover the parcel from the wrong address myself!

jimmysimp

arcon5 wrote: »

have you actually contacted the sender yet?

Hi, yes I have and they have agreed to phone me back on Monday at which stage I will tell them to sort it with RM and that they should refund me. Until now they have been fine about the whole thing and have not cast doubt on my story. We're just trying to recover the item via RM in the first instance and then go from there.

Cheers for the advice

jimmysimp

Hello

Just an update on this situation. The shop have indeed agreed to refund me, they didn't hesitate in the slightest and were excellent throughout (Campfour, I highly recommend them, not often that customers are treated as such these days!) more than I can say for Royal Mail. Awful customer service! I received a letter from them stating that they had delivered the item to my specified address, based on an electronic scrawl and an apparent GPS reading. I have been advised to contact the escalated complaints team if I am not satisfied. I know that the shop must deal with it now but the whole thing sits very uneasily with me. The fact that they are basically fobbing me off because they are satisfied! I have also spoken to my delivery driver (he's been delivering in the area for years) and he is sure he didn't deliver it, based on delivery time, it was too early. He has suggested it was stolen before it was delivered but that doesn't explain the GPS reading. My problem is someone has obviously stolen this item and I am left feeling helpless because royal mail are satisfied they delivered it and I can do absolutely nothing about it! Absolutely appaling! It is theft, why can the police not get involved, the whole situation is really frustrating, now I must think twice before ordering anything that will be delivered by royal mail :mad::mad:

katejo

jimmysimp wrote: »

Hello

Just an update on this situation. The shop have indeed agreed to refund me, they didn't hesitate in the slightest and were excellent throughout (Campfour, I highly recommend them, not often that customers are treated as such these days!) more than I can say for Royal Mail. Awful customer service! I received a letter from them stating that they had delivered the item to my specified address, based on an electronic scrawl and an apparent GPS reading. I have been advised to contact the escalated complaints team if I am not satisfied. I know that the shop must deal with it now but the whole thing sits very uneasily with me. The fact that they are basically fobbing me off because they are satisfied! I have also spoken to my delivery driver (he's been delivering in the area for years) and he is sure he didn't deliver it, based on delivery time, it was too early. He has suggested it was stolen before it was delivered but that doesn't explain the GPS reading. My problem is someone has obviously stolen this item and I am left feeling helpless because royal mail are satisfied they delivered it and I can do absolutely nothing about it! Absolutely appaling! It is theft, why can the police not get involved, the whole situation is really frustrating, now I must think twice before ordering anything that will be delivered by royal mail :mad::mad:

Glad you got your money back. This hasn't happened to me but i had an occasion when i booked a specific time for the delivery of an item in the early evening. The delivery men rang me at work at 2pm to say that they would be there in 30 mins. I pointed out my delivery time of after 6pm but they refused to respect that. It was their last item of the day and they were going home. That was from the Pier (now defunct). I never ordered anything from them again.
I only order small items from Amazon which can be sent to me at work.