Holister delivery "lost"!

Padi

Hi all,
My girlfriend bought me some items from Hollister via their Internet shop, for my birthday. Having been offered to deliver to home, or leave with a neighbour, she selected leave with a neighbour, as we knew we would be out of the house. We later returned home, but no delivery card had been left. She tracked the parcel, which said it was delivered on the 29th of march, impossible as it was ordered after that! She then rang DPD to be told it was left at either number 9 or 12, driver was unsure which but we could check or the driver could collect the following day as he had another delivery for us, which they didn't! We checked both houses, and no parcel. Rang back DPD to be told it was at the house at the top of the street (ours is the top of the street!) and had been signed for by the name on the parcel, my girlfriends.

We have now contacted Hollister, and due to the parcel being signed for by the delivery name, they are not willing to do anything at all!

Where do we stand? She paid on a debit card, as she doesn't have a credit card, and is obviously very distraught at the fact she has lost over £80 worth of goods, spent over £10 on credit to the various companies and isn't getting anywhere!

Any help would be great.
Cheers Chris.

dalesrider

Ring bank and chargeback for non reciept of goods.

Would be interesting ot see if they provide your girlfriends sig.

arcon5

Ask for a copy of the signature.
Perhaps send them proof of her signature or something if it doesn't match.
Ask them firmly to investigate this as you consider it fraud - phone DPD and tell them this to, maybe the driver will suddenly remember where he actually left the parcel!

Padi

I've just sent an email to DPD, so will await a reply to that.

I sent another email to Hollister asking for a signature, and delivery time and they replied with, and I quote;

Hey Sarah,

Thank you for your email. We do not require signatures upon delivery. You would have to take your dispute up with the United States Postal Service. Unfortunately, because your package was signed for with the same name on the order, there is nothing we can do to assist you with this order.

Feel free to contact the shipping carrier to get a better idea of where and when this package was delivered, but there is nothing further our company can do for you. Again, you will have to dispute this with the United States Postal Service.


Dea
Customer Service
Hollister Co.
Check us out!

So let me get this straight, the signature is the same as the delivery name, and therefore you can't do anything, but you don't need a signature for the delivery? Also we don't live in the states! The delivery came from Exeter, to Torbay!

Cheers Chris.

lucy03

Quite appalling service, and definitely try to get the money charged-back. A small claims court action looks fiddly given their foreign address, but I'd also report them to Trading Standards via the Citizen's Advice web-site they use as if they get a few complaints, they might well intervene.

gb12345

Padi wrote: »

Feel free to contact the shipping carrier to get a better idea of where and when this package was delivered, but there is nothing further our company can do for you. Again, you will have to dispute this with the United States Postal Service.

...

Also we don't live in the states! The delivery came from Exeter, to Torbay!

Cheers Chris.

They are in the States (not sure where Exeter comes into it) so they potentially use USPS for their delivery, who possibly passed it on to DPD for the international portion - so as far as the merchant are concerned USPS are the courier.

BUT that is of no consequence for you - the merchant has the contract with the courier service, not you so it is them that should be sorting the problem out.

As Dalesrider says, contact the bank for a chargeback for non-delivery.