Item delivered and signed for at wrong address!

AliciaAnn

Hi there,

After hitting a brick wall on this situation I thought I'd get some advice on here. I ordered some items online from Wilko. Items were due to be delivered to my home address on Friday 17th July. The items did not arrive at my address.

Online tracking information stated it had been delivered and signed for by someone not known to me at the wrong address.

I contacted both the seller (Wilko) and the courier company (DX). But I'm not happy that I have to wait for them to investigate until they can re send the items or issue a refund!

Surely they have enough evidence to show that someone else has effectively stolen my delivery (different name, different address) and I'm being penalised by Wilko holding onto my money and I'm out of pocket and without the goods!

Shouldn't the seller issue the refund immediately and claim on their insurance? They've told me the investigation can take up to 48 hrs from Monday depending on when they can contact the depot and the driver. Then the refund can take a further 3-5 working days. Or if I want the items again (I'm not sure I trust them to be delivered to me!) then it's another 3-5 days for the order to be processed.

I'm upset my delivery has been stolen and I'm being made to wait, I just need some advice on whether this is correct procedure and can I go to the address I suspect my delivery is to try and retrieve?

Help please!

wealdroam

AliciaAnn wrote: »

Hi there,

After hitting a brick wall on this situation I thought I'd get some advice on here. I ordered some items online from Wilko. Items were due to be delivered to my home address on Friday 17th July. The items did not arrive at my address.

Online tracking information stated it had been delivered and signed for by someone not known to me at the wrong address.

I contacted both the seller (Wilko) and the courier company (DX). But I'm not happy that I have to wait for them to investigate until they can re send the items or issue a refund!

Surely they have enough evidence to show that someone else has effectively stolen my delivery (different name, different address) and I'm being penalised by Wilko holding onto my money and I'm out of pocket and without the goods!

Shouldn't the seller issue the refund immediately and claim on their insurance? They've told me the investigation can take up to 48 hrs from Monday depending on when they can contact the depot and the driver. Then the refund can take a further 3-5 working days. Or if I want the items again (I'm not sure I trust them to be delivered to me!) then it's another 3-5 days for the order to be processed.

You haven't given any idea of the value of the goods, but a week to investigate seems pretty fair to me.

AliciaAnn wrote: »

...can I go to the address I suspect my delivery is to try and retrieve?

If you wish, yes of course you can. In fact, I am surprised you haven't already done this.

AliciaAnn

The value of the goods is irrelevant to the issue that it's been accepted and signed for by someone who did not pay for the goods. Technically they have committed fraud as they have accepted goods in someone else's name.

I wasn't sure if my attempt to retrieve my delivery in person would in fact go against me as I may be escascalting this issue.

AliciaAnn

As the seller Wilko have breached their delivery contract they have refunded me the delivery charge (I'll expect that within 3-5 working days).

shaun_from_Africa

AliciaAnn wrote: »

Technically they have committed fraud as they have accepted goods in someone else's name.

Accepting goods in someone else's name isn't fraud. It would only be fraud if they signed a false name or intended to actually keep the goods concerned. Whoever signed for the delivery may not have realised that the package wasn't intended for someone in their household and might have simply signed without looking at the details on the delivery slip or package.

wealdroam

AliciaAnn wrote: »

The value of the goods is irrelevant to the issue that it's been accepted and signed for by someone who did not pay for the goods.

I would suggest that the value of the goods may well influence the thoroughness of the seller's investigation.

In other words, for a low value item it quickly becomes more economical to write off the value rather than carry out an in depth study into what went wrong.

AliciaAnn wrote: »

I wasn't sure if my attempt to retrieve my delivery in person would in fact go against me as I may be escascalting this issue.

What issue are you considering escascalting?

AliciaAnn wrote: »

As the seller Wilko have breached their delivery contract they have refunded me the delivery charge (I'll expect that within 3-5 working days).

The seller must refund that money as soon as possible, but they are allowed 14 days to do so.

AliciaAnn

I understand your point but as it's now been 3 days since they have signed for and accepted my delivery I can assume they aren't going to use the correct address (my name and address are on the box) and bring it to my home.

They have accepted goods and have kept them which is now an offence.

Online research also tells me that the seller should resend the goods to me at no further cost! The whole thing is a mess and I need some advice on exactly what my rights are!

Plus the person who has stolen my items is a charity worker according to their Twitter account! Nice of them to keep up the good neighbourly charitable work!!!! (Yes I'm upset!)

foxtrotoscar_2

Maybe they are waiting on you collecting the goods...just go there and ask for them.

AliciaAnn

And I'm considering escalating the fact that my delivery has been stolen.

Why does the seller require 14 days to refund me? And also it's that from the time I ordered the items (14th July) or from the time the courier gave them to a complete stranger (17th July 13:30pm) ?

wealdroam

AliciaAnn wrote: »

I understand your point but as it's now been 3 days since they have signed for and accepted my delivery I can assume they aren't going to use the correct address (my name and address are on the box) and bring it to my home.

Have you seen the box then?

AliciaAnn wrote: »

They have accepted goods and have kept them which is now an offence.

Then report the 'theft' to the police.

AliciaAnn wrote: »

Online research also tells me that the seller should resend the goods to me at no further cost!

Yes, that is right, but they are allowed to check what has happened, and as I said earlier, the extent of that checking may well depend on the value of the goods.

AliciaAnn wrote: »

The whole thing is a mess and I need some advice on exactly what my rights are!

Have you read MSE's Failed Delivery article yet?

AliciaAnn

I'm assuming that after 3 days they may be intending to keep the delivery. Which means they have accepted goods in someone else's name and it's a criminal offence.

But yes it has occurred to me to try and knock on every door in my road, also hoping that they will be honest at the door when clearly they haven't been honest thus far. I don't have much faith in my door to door enquiries.