Missing Parcel

inkwizita

I purchase an item of an online retailer.

The item was delivered a day earlier than was expected and therefore i wasn't around to receive it. Courier returned the item to it's depot.

Next day i checked the website to arrange a redelivery however it turned out to have already been collected by an unknown party. From discussion with the police, this has happened a lot with this particular courier/depot.

I've asked the retailer to investigate, they claim they have cctv of the person claiming the item and therefore would not replace/refund the item.

They informed me to tell the police, i informed the police and they have stated they do not investigate these events as the onus is on the retailer.

I've informed the retailer of this and they've refused to take any further action, despite the police officers instruction.

I've asked for copies of id provided and copies of CCTV evidence if any is available. None of this has been forthcoming from either the courier or retailer.

I could follow the police's advise and arrange a clawback, however im concerned about the impact on my credit rating.

What should i do next? Any advise would be gratefully received as the item is not inexpensive.

bris

Someone, probably from your household must have got the collection card, perhaps look closer to home.

frugal_mike

Under the Consumer Contracts Regulations the risk remains with the seller until the goods are physically in your possession or the possession of the person you intend it to be delivered to if not you (assuming it was the seller that arranged the courier, and not you). Unless the seller can prove that you collected the goods then they are still liable.

Are you sure it wasn't collected by a family member as bris suggested?

inkwizita

Great advise, thankfully I live on my own so that's very easy to do and no nobody in my household received a collection card or the missing item.

As I've mentioned the retailer in question has refused to provide any details of whom claimed the item.

frugal_mike

If you paid by card you can try a chargeback. If you paid on credit card (or using another form of credit) and the item cost more than £100 excluding delivery then you can also make a Section 75 claim against the credit provider.