Please Help! Problem With Goods Collection

ScottyYoung

Hi All,

If anyone could offer some advice that would be great.

I recently purchased a new computer from Aria PC and when it arrived it did not include some free games that were advertised on the website. Aria did not have these in stock and said I could return the PC.

Aria arranged for DPD to collect the package from my home.

DPD arrived and i signed to say it was collected.

Several days went by without a refund so I called Aria who said that DPD came to my house but did not collect anything which is a complete lie.

They told me to call DPD - not sure if I should have to but I did anyway and they said the same thing.

They sent me a copy of the signature showing I signed to say there was nothing to collect - on one of those electronic devices that they use. It didn't say anywhere on the screen that I was signing for a non collection - just a blank box and the driver took my package.

Where the heck do I go from here? Aria are unwilling to help - They organized DPD to collect the package so I don't know what to do. They just keep fobbing me off by saying talk to DPD and when I do I get nowhere because I didn't set up the delivery.

I suspect whoever the driver was that day has exploited a flaw in DPD's procedures and is now either using my PC or he just honestly put the wrong info in his device and its lost.

I'm out £450 at the moment. Please help!

neilmcl

It does seem rather odd that a customer would go to the trouble of signing for a non-collection, surely if there was genuinely nothing to collect the driver would sign it themselves. I fear you may be right about the person who collected your PC but how you prove it is another thing entirely.

ScottyYoung

there is even a delivery number for the package which i have and a copy of my signature. The point is i didnt arrange this collection, Aria did so I can't do anything.

unholyangel

ScottyYoung wrote: »

there is even a delivery number for the package which i have and a copy of my signature. The point is i didnt arrange this collection, Aria did so I can't do anything.

Have you tried pointing out to aria that DPD are their contracted party and not yours? Therefore any dealings with DPD should be by Aria and not you - a third party?

Fosterdog

The problem I can see you having with this is that DPDs scanning/signing devices clearly tell you on the signing page what you are signing for. I deal with them on a daily basis for sending and receiving and above the signing box it has two lines with boxes at the end saying along the lines of Number to deliver/collect (original number of items here)
Number delivered/collected (actual number here)

Just today for I had three booked collections but one not ready and it showed as
Number to collect (3)
Number collected (2)

If you didn't check what you were signing then you'll have a tough time proving that there was a collection if you signed to say there wasn't.

Bobby_Hare

ScottyYoung wrote: »

Hi All,

If anyone could offer some advice that would be great.

I recently purchased a new computer from Aria PC and when it arrived it did not include some free games that were advertised on the website. Aria did not have these in stock and said I could return the PC.

Aria arranged for DPD to collect the package from my home.

DPD arrived and i signed to say it was collected.

Several days went by without a refund so I called Aria who said that DPD came to my house but did not collect anything which is a complete lie.

They told me to call DPD - not sure if I should have to but I did anyway and they said the same thing.

They sent me a copy of the signature showing I signed to say there was nothing to collect - on one of those electronic devices that they use. It didn't say anywhere on the screen that I was signing for a non collection - just a blank box and the driver took my package.

Where the heck do I go from here? Aria are unwilling to help - They organized DPD to collect the package so I don't know what to do. They just keep fobbing me off by saying talk to DPD and when I do I get nowhere because I didn't set up the delivery.

I suspect whoever the driver was that day has exploited a flaw in DPD's procedures and is now either using my PC or he just honestly put the wrong info in his device and its lost.

I'm out £450 at the moment. Please help!

Good morning. I work in DPD's social media team - sorry to hear about the issues you've encountered. Can you please email your parcel reference number and a phone number to socialmedia@dpd.co.uk and I'll get this looked into straight away

Cheers,

Bobby.

PZH

Bobby_Hare wrote: »

Good morning. I work in DPD's social media team - sorry to hear about the issues you've encountered. Can you please email your parcel reference number and a phone number to xxxxxxxxxxxxx@xxx.co.uk and I'll get this looked into straight away

Cheers,

Bobby.

Bobby

I appreciate that you maybe trying to help, but if you are representing a company then you need permission to post from the MSE Team. (See Forum Rules about companies)

OP - Please be wary about sending contact details and parcel refs BEFORE you verify that "Bobby" is genuine. (Not saying they aren't)

Bobby_Hare

PZH wrote: »

OP - Please be wary about sending contact details and parcel refs BEFORE you verify that "Bobby" is genuine. (Not saying they aren't)

No problem; sorry, I didn't realise.

The OP is free to speak with our customer services team on Twitter if he prefers.

Edit: or they're free to contact the team on Facebook. Cheers.

PZH

Fosterdog wrote: »

The problem I can see you having with this is that DPDs scanning/signing devices clearly tell you on the signing page what you are signing for. I deal with them on a daily basis for sending and receiving and above the signing box it has two lines with boxes at the end saying along the lines of Number to deliver/collect (original number of items here)
Number delivered/collected (actual number here)

Just today for I had three booked collections but one not ready and it showed as
Number to collect (3)
Number collected (2)

If you didn't check what you were signing then you'll have a tough time proving that there was a collection if you signed to say there wasn't.

That is interesting to know, especially for those of us who don't have collections on a regular basis (Only ever sent a couple of parcels via courier) - so I will certainly keep an eye out if I need something collected in the future.

Trouble is, as the OP was expecting DPD to collect the parcel and they weren't aware of the above, then it would be very easy to miss it, no matter how obvious it may have been, and obviously signed in good faith.

Not sure where they go from here, but hopefully, someone knowledgeable will be along to help them.

Fosterdog

PZH wrote: »

That is interesting to know, especially for those of us who don't have collections on a regular basis (Only ever sent a couple of parcels via courier) - so I will certainly keep an eye out if I need something collected in the future.

Trouble is, as the OP was expecting DPD to collect the parcel and they weren't aware of the above, then it would be very easy to miss it, no matter how obvious it may have been, and obviously signed in good faith.

Not sure where they go from here, but hopefully, someone knowledgeable will be along to help them.

It's always worth reading the full screen before signing anything, not all couriers have the parcel details on the signature screen, I know DPD and DX do as they are they ones I deal with most often but we do get deliveries and collections from a number of others and some do have blank screens or a lot less info.

unholyangel

Fosterdog wrote: »

It's always worth reading the full screen before signing anything, not all couriers have the parcel details on the signature screen, I know DPD and DX do as they are they ones I deal with most often but we do get deliveries and collections from a number of others and some do have blank screens or a lot less info.

Perhaps this signals that the courier is indeed to blame - either accidentally or purposely selecting the wrong option (no collection required). If its been an accident, the parcel is probably lost somewhere. If done on purpose - probably isnt the first time/wont be the last time.

I dont think its reasonable to expect consumers to know what should be appearing on the screen in front of them (and its well known in the legal system that consumers dont read what they sign ) especially since it can vary courier to courier and that a lot of people wont be familiar with the collection of parcels.

OP could perhaps ask any of his neighbours if they saw the driver leaving with the package - nosy neighbours do have their uses - and whether they'd be willing to write or sign a letter that states they witnessed the driver with the parcel.

Its not concrete proof but then small claims doesnt go on concrete proof thankfully. You only need to "prove" what has happened on balance of probabilities.