Boohoo and DXcouriers will not refund my money for package i didnt physically receive

miss1

[FONT=&quot]I received this from email Boohoo following a dispute and investigation into a claim with DX.[/FONT]
[FONT=&quot]The courier company DX have a picture of an electronic signature that does not match anyone.[/FONT]
[FONT=&quot]This is in reply to my case and I think it is totally unacceptable.
I am not an unreasonable person at all far from it... but when i think i am being treated unfairly.
I think it is right for people to see how they conduct business and shift blame. So no one else loses their money.[/FONT]
[FONT=&quot]I paid by debit card so probably cant even get the money back.[/FONT]
[FONT=&quot]Disgusting!! Really
[/FONT]
[FONT=&quot]THIS IS From Boohoo[/FONT]
[FONT=&quot]Dear *,
Please accept my sincere apologies for any delay in responding to you.[/FONT]
[FONT=&quot]We have now had a response from DX Mail and they have provided us with the following information:[/FONT]
[FONT=&quot]An investigation has been conducted and from the information available I can confirm that the item was delivered to and signed for by the neighbour. The GPS co-ordinates at the time place the courier in the customer’s block of apartments. The door description given by the courier is of the front door of the apartment block, the picture taken by the courier of the customer’s door matches the description the customer gave. The courier has advised that the item was delivered and signed for by the neighbour at number ***. This item has been delivered in accordance to the DX2Home service. [/FONT]
[FONT=&quot]As the courier has advised they have delivered the parcel to the correct address and left this in a safe location, they will not accept a claim from us and so we cannot pursue this any further.[/FONT]
[FONT=&quot]Apologies for any inconvenience this may have caused.[/FONT]
[FONT=&quot]Kind Regards[/FONT]
[FONT=&quot]Rhiannon[/FONT]
[FONT=&quot]Customer Service Advisor[/FONT]
[FONT=&quot]
[/FONT]
[FONT=&quot]MY REPLY
[/FONT]
[FONT=&quot]Dear Rhiannon /Boohoo
thank you for reply.
This is not acceptable as they are so many discrepancies and defects in their behaviour and information prior to this.
I never authorised you to leave my goods with door number *** or any other neighbour; the neighbours deny all knowledge of receiving or signing for a package; the issue is that you were paid to deliver goods to ME, and have failed to do so.
You have taken £422.69 from me and are now wiping your hands of responsibility!!! With no goods and no money back!!
I am appalled that you have blind sighted all of these facts and accepted the explanation from DX. Disgusting!!
Originally DX could not even remember where they had left the package and was sure that it was left with me... then days later they tell me it is with a neighbour.
Then 11 days later they tell me it is with door number *** (Strangers!!)
They also queried and suggested that my flat had a letter box and silver; and when I told them that it does not then they story changed.
Even the Strangers (neighbours) door 107 DOES NOT have a letter box! (So I am not sure why they said it did in the beginning... even when I proved that no flats in the development have letter boxes.
Yes The pictures in the email that you sent me are pictures of my own door number ***
But I have a query could you please tell me when the courier took this picture of my front door number ***? Because in the picture it is dark and it must have been taken late as I noticed the communal lights are on above my door.
In the detailed despatched attached to my dispatch /courier number/notes on the DX website it says that my package was delivered and received at 14.56pm on Saturday 26th January so the lights would not have been on then as they are on a timer.
I spoke to my development company and they informed me that the lights are on a timer system and they come on from 4/5pm everyday depending on the season.
Why did I never ever even receive a card on the day informing me that my package was at the neighbour? (Is this common procedure?) As in the past courier companies always leave a card with information on!
It is very clear that no one has my package and most importantly I do not have it
I will dispute this and contact my lawyer as the way this has been conducted and handled is illegal and corrupt as boohoo and DX are just covering each other so that neither of you can be held responsible.
Miss *[/FONT]

lucy03

I'd send a letter before action with a view of taking them to the small claims court. They have an obligation to get the item to you, and if they decide to leave it with a random neighbour, that's their problem in my view. You don't have a contract with the courier, that's for the company to sort out.

bod1467

Is it more than 15 days since purchase? If yes then you can probably just raise a chargeback on your debit card for non-delivery of goods. It would then be for the supplier to PROVE that the goods were delivered to YOU - which they can't do (and have already admitted, as they delivered to "your neighbour").

deanos

yes delivered to a different address not your fault

miss1

Hi BOD1467 Thank you so much for your reply i paid and ordered the package on 22.1.13 and was delivered (well not personally to me) on 26.1.13 and on the 6th (after days of emails/calls asking boohoo and dx where my package. Is this still withing the 15 days?
Boohoo finally sent me an email on 6.2.13 telling me the door number of the stranger(neighbour) and saying that they have investigated and looked at the manifest and investigationith DX but as it was actually delivered to someone they will not except my claim.
I still can not believe that they took 11 days to even inform me of the door number instead of telling me when i called on the day and they did not leave a card

miss1

Thank you very much everyone for your advice so far x

halibut2209

They've admitted in a durable form that they delivered it elsewhere? Game, set, and match!

deanos

An investigation has been conducted and from the information available I can confirm that the item was delivered to and signed for by the neighbour

Yep you have it in black and white, they don't have a leg to stand on

miss1

Thank you halibut2209 and Deanos for your support and help.
I have just spoken to my bank and they will post me a form to sign and send back to them ...and then they will contact Boohoo the seller to get my money back.. so i am keeping my fingers crossed.