Coco White or DPD - who is at fault? Is there anything we can do?

Homeagain

Hi there, I hope someone can tell me where to go from here and I am not sure I am in the right place for this post.
My daughter ordered some tooth whitening products from a company called Coco White. It was apparently delivered to our home by DPD and placed near the bin as we were not here. They have sent photographs showing where it was - however the parcel was in front of the bins and I can only presume it was stolen because nothing was there when we got home. It was pretty much in full view. In any event I emailed both Coco White and DPD who basically say 'bad luck'. Now I believe my daughter had a contract with Coco White that she would pay for the product and they would deliver it. It has not been delivered whether it was stolen or not. Is there any way I can take this further or is it indeed just her 'bad luck'. I hate just being fobbed off and ignored. I believe that Coco White should have replaced the item for the sake of good customer service or am I just being hopeful. Thank you

marliepanda

As long as you didn't give permission for it to be left near bins then you need to take it up with CW, they can then take it up with dpd themselves. You have no contract with dpd but you do with CW

Homeagain

marliepanda wrote: »

As long as you didn't give permission for it to be left near bins then you need to take it up with CW, they can then take it up with dpd themselves. You have no contract with dpd but you do with CW

Thank you for your reply - I did also take it up with DPD. Apparently my daughter did instruct them to place it behind the bins but they put it in front of the bins in full display! They have also written me the 'bad luck' email. I also believe the contract lies with CW but what more can I do now?

custardy

Homeagain wrote: »

Thank you for your reply - I did also take it up with DPD. Apparently my daughter did instruct them to place it behind the bins but they put it in front of the bins in full display! They have also written me the 'bad luck' email. I also believe the contract lies with CW but what more can I do now?

Well heres your issue. You were happy for the items to be left in an unsecure area.

marliepanda

Homeagain wrote: »

Thank you for your reply - I did also take it up with DPD. Apparently my daughter did instruct them to place it behind the bins but they put it in front of the bins in full display! They have also written me the 'bad luck' email. I also believe the contract lies with CW but what more can I do now?

I think you are going to struggle. You can argue semantics about where in fact you asked them to put it near the bins, but she asked it to be left unsecured and that is what they did...

Homeagain

I suspect you may be partly right although 'in front of the bins' and 'behind the bins' don't mean the same thing in my book - so is that it then, nothing she can do?

custardy

Homeagain wrote: »

I suspect you may be partly right although 'in front of the bins' and 'behind the bins' don't mean the same thing in my book - so is that it then, nothing she can do?

Well the risk was your daughters to take. She asked for the items to be left in an unsecure area.

George_Michael

Homeagain wrote: »

I suspect you may be partly right although 'in front of the bins' and 'behind the bins' don't mean the same thing in my book - so is that it then, nothing she can do?

The problem could have been caused by the "in front" and "behind" terms.
If you are approaching the bin from one direction (such as from your house), and put something behind the bin, this would be in front of the bin if you are approaching it from the opposite direction.

ThumbRemote

marliepanda wrote: »

I think you are going to struggle. You can argue semantics about where in fact you asked them to put it near the bins, but she asked it to be left unsecured and that is what they did...

custardy wrote: »

Well the risk was your daughters to take. She asked for the items to be left in an unsecure area.

Exactly how does 'leave it behind the bins' make it acceptable to leave it anywhere they want? They have not followed the instructions given. Anything else is irrelevant.

Homeagain, I'd contact Coco White again and state that the item was not delivered. If they don't respond maybe contact the credit/debit card company about a chargeback.

marliepanda

ThumbRemote wrote: »

Exactly how does 'leave it behind the bins' make it acceptable to leave it anywhere they want? They have not followed the instructions given. Anything else is irrelevant.

Homeagain, I'd contact Coco White again and state that the item was not delivered. If they don't respond maybe contact the credit/debit card company about a chargeback.

Without seeing the photos, or knowing exactly 'where' it was left, the outlook of the OP's property, the way the bins were left, where the bins are in relation to the house/driveway we have no idea how it was left, only the OPs word.

They did not leave it 'anywhere they pleased' they left it near the bins as instructed.

ThumbRemote

marliepanda wrote: »

They did not leave it 'anywhere they pleased' they left it near the bins as instructed.

They were told to leave it behind the bins. They left it in front of the bins. That is not as instructed.