Delivery problems - guidance appreciated.

Adereterial

I ordered a dress online on Wednesday, and paid extra for guaranteed next day delivery. The total cost was £30 and I paid by debit card.

As I'd ordered after 2.30pm I expected the order to be shipped the following day for delivery yesterday, as per the guidance on the website. However, I quickly got confirmation that it had been shipped the same day for delivery on Thursday. I then got a text from the courier confirming they had the parcel & giving me the option to change the delivery day or have it delivered to a neighbour. I requested they deliver next door as that meant I would have the dress early & didn't have to wait in yesterday.

I received 2 texts from the courier on Thursday, one confirming it was on the van for delivery and a second confirming the name of the driver and a delivery window of 2.28-3.28pm.

When I got home that evening I expected a card telling me which neighbour had the parcel, but there was nothing. My immediate neighbours had no parcel for me but confirmed they'd been in during the delivery window.

I checked the tracking number online to discover the courier is claiming they have delivered, and there is a name on the delivery confirmation. I have a double barrelled surname, and the name the courier is claiming signed for the parcel is the second half of that surname.

I've tried to contact the company I bought from by email, telephone, Facebook and twitter but have had no luck. The phone is never answered, it just rings out. All of the comments and reviews on Facebook etc are positive with the exception of mine and one other person, and the company has been active on Facebook within the last few days; they're just not responding to me.

I need the dress by Monday, as I've got an event to go to at short notice. I'm going to have to purchase something else today, and can't wait for it to arrive or for the company to respond to me. Would I be able to request my bank do a chargeback, even though it's only been a couple of days? I would not have ordered the dress had they not offered a next day service.

Thanks in advance for any help!

unholyangel

Chargeback you usually have to wait 15 days before doing non-delivery. However, the retailer will probably respond by providing said signature to prove they have delivered.

What company is it? Do you have a postal address for them?

Adereterial

Yes, there's an address on the website. I've never ordered from them before so did a bit of research first - company is Lady Vintage London.

Thought the signature may be problematic - but it's not mine, it's only half of it!!

Jamie_Carter

Have you contacted the courier?

Adereterial

Yes - they won't discuss it with me, they refer me back to the company I bought from.

frugal_mike

Adereterial wrote: »

Yes - they won't discuss it with me, they refer me back to the company I bought from.

Which is correct, the courier have no contract with you and won't have any way to verify you are the intended recipient of the parcel

Adereterial

frugal_mike wrote: »

Which is correct, the courier have no contract with you and won't have any way to verify you are the intended recipient of the parcel

And that's fine - I just want an answer from Lady Vintage, but they're uncontactable so far.

frugal_mike

Adereterial wrote: »

And that's fine - I just want an answer from Lady Vintage, but they're uncontactable so far.

I'm interested to know how they'll respond here. As someone pointed out they will probably use the signature, but in my opinion that doesn't really prove anything. Anyone could sign your name, they would see it on the parcel being delivered.

Jamie_Carter

Adereterial wrote: »

Yes - they won't discuss it with me, they refer me back to the company I bought from.

Contact the courier again, and tell them that you are reporting a theft by one of their employees to the police.