Non ebay delivery problem

melliott1963

I know this isn't an eBay problem, but am sure someone on this board will be able to help.

I ordered something from a company I've used previously and know are reliable.

I rang them today to find out when they sent it and it turned out they sent it Special Delivery on the 11th September. They gave me the tracking number is it's showing as delivered on the 12th Sept. However, I have not received it, nor have I received any card through the door. In addition, the web site is unable to show any electronic proof of delivery, so I can't even check the signature.

I've tried ringing my local delivery office (after taking ages finding their number), but they're refusing to answer the phone, so will be popping in there later on today.

Now my question is this. If the item isn't in the delivery office, and Royal Mail still insist it was delivered, where do I stand on this? Is it up to me to pursue it, or should the company who I bought the item from do this, even though, as far as they're concerned, it has been delivered.

I don't live in a block of flats, so if it was signed by anyone, it would have been a neighbour. My wife is going to check with them when they get home, although they're usually pretty reliable.

Thanks.

theonlywayisup

I would be pursuing it with the company you purchased from. What have they said?

melliott1963

At the moment, they've given me the tracking number, said it was showing as delivered and to try my local delivery office. i haven't pursued it any further with them yet until I've tried the LDO.

theonlywayisup

As you say, check with neighbours. But when you go to the DO, ask to speak to the duty manager. Explain fully and ask them to provide you the signature and details of where the item was left.

Failing all else, the duty of care lies with the company you purchased from.

melliott1963

OK, well I went to the dellivery office (had to leave work early as they shut at 5:30pm). They looked but couldn't find anything. When I pointed out that there was no tracking available online, the guy said it would appear in a few days. I pointed out that it was already 2 weeks since the item was supposedly delivered so if it hadn't appeared by now, I doubt it would. When I asked to talk to the duty manager he wasn't around. they said he would be back tomorrow (i.e. today, Thursday). I knew they opened at 7:00am so asked if he would be there then. They said no, but to come in from 10:00am - Not very helpful considering I work full time!. They wouldn't let me have a phone number, but took my phone details and said the duty manager would ring me.

Unsurprisingly, I've heard nothing from them.

I've now rung the company I bought the item from, and the person I spoke to said he would pass the details on to his colleague who would know what to do. Hopefully, the answer will be, send me another item! Will give them til the end of the day and ring again tomorrow if I've heard no further.

In the meanwhile, am not impressed with Royal Fail one little bit. Opening hours of delivery office not convenient for people who work, apart from the early opening, but that's no good if the duty manager doesn't get in until 10:00am! Plus postie not delivering a Special Delivery item, or delivering it to the wrong address, but marking it as being delivered!

Also, can anyone confirm my view that I thought that Special Delivery items had to be delivered to the address on the parcel, and not left elsewhere? Not sure where I heard that from but would have thought it was the sensible thing to do.

BTW, the item cost just over £100, so it's not something I'm going to give up without a fight!

Thanks.

melliott1963

Quick update.

The company I ordered the item from are going to speak to Royal Mail to try and find out why it's saying the item was delivered, but it hasn't and they can't show any online proof of delivery. If nothing comes from this, they will send me another. I assume they're hoping that Royal Mail will be able to tell them which house it was actually delivered to. The trouble with my road is that it's a crescent, so the house numbers opposite mine are no where near the same, so if it was delivered to a house even just one number away from mine, (even though it wouldn't be the same post code), this could be a hundred yards away! Also, as I'm ex-directory, there would be no easy way the house it was delivered to would know my correct address.

My only concern is that Royal Mail produce a signature which is just a squiggle, so no way of identifying the person that actually signed, in which case where do I stand?

But can anyone answer my question about whether or not Special Delivery items should only be delivered to the postal address, and not left with neighbours?

chancesare_2

Have you checked the status on https://www.royalmail.com/trackdetails, it may give more detail?

Del_Astra

melliott1963 wrote: »

Quick update.


But can anyone answer my question about whether or not Special Delivery items should only be delivered to the postal address, and not left with neighbours?

I think it depends on the postie to be honest. I know some will open mail (Amazon orders, DVD's etc) to get the items through your letter box, rather than stick a sorry you were out card through your door and return it to the depo. They are not supposed to do this, as opening mail is a massive No No, but it is actually a help to the customer and saves them a journey.

melliott1963

chancesare wrote: »

Have you checked the status on https://www.royalmail.com/trackdetails, it may give more detail?

Thanks for this. Checked and it said that the item was delivered at 12:00pm. As my wife was home at that time, we now know for certain that the postie didn't deliver / try to deliver to our house, so he either delivered it to the wrong address or stole it!

soolin

Del_Astra wrote: »

I think it depends on the postie to be honest. I know some will open mail (Amazon orders, DVD's etc) to get the items through your letter box, rather than stick a sorry you were out card through your door and return it to the depo. They are not supposed to do this, as opening mail is a massive No No, but it is actually a help to the customer and saves them a journey.

Seriously?

I believe there are issues with RM and with deliveries but cannot believe that a postie would bother standing on a doorstep opening a package to get it through the door.

If you know of some that do I suggest you phone RM complaints and give details. I suspect though that someone is telling you porkies.

melliott1963

Just a quick update on this.

The company I bought the item from contacted Royal Mail, who were unable to provide any signature for the item, so they sent me another which turned up today.

Very pleased with the Company, not so pleased with Royal Mail!