Who is responsible for stolen delivery?

nicolarichard

Ordered a mobile phone from gearbest Saturday 7th November and got a tracking email from yodel saying it would be delivered friday 13th November. On friday said out for delivery early on then when i checked around 4pm it said the item was missing and it was being looked into. Had to contact yodel via online chat who informed me the van had been stolen so i asked what would happen next. They told me gearbest are responsible not them. Submitted a ticket to gearbest who told me at first to contact yodel. Submitted a second ticket saying yodel claim it's their responsibility yesterday morning and not surprisingly not heard anything since. I paid by mastercard and paid extra for insurance and tracking which i am not sure means anything. Especially as they seem to be ignoring the ticket and i cant find any other way to contact them. I would like to know who is responsible for sorting this out and want a full refund. Any help would be appreciated thanks.

wealdroam

nicolarichard wrote: »

Ordered a mobile phone from gearbest Saturday 7th November and got a tracking email from yodel saying it would be delivered friday 13th November. On friday said out for delivery early on then when i checked around 4pm it said the item was missing and it was being looked into. Had to contact yodel via online chat who informed me the van had been stolen so i asked what would happen next. They told me gearbest are responsible not them. Submitted a ticket to gearbest who told me at first to contact yodel. Submitted a second ticket saying yodel claim it's their responsibility yesterday morning and not surprisingly not heard anything since. I paid by mastercard and paid extra for insurance and tracking which i am not sure means anything. Especially as they seem to be ignoring the ticket and i cant find any other way to contact them. I would like to know who is responsible for sorting this out and want a full refund. Any help would be appreciated thanks.

The seller is responsible for the goods until they are delivered to you.

Gearbest.com is a China based company.
You really should be asking the question "how do I contact the seller if anything goes wrong?" before placing any online order.

If you want a refund and the seller isn't cooperating, then talk to to your card issuer about a chargeback or Section 75 claim.

nicolarichard

Thanks for your reply. The phone was only about £55 so i dont think the credit card company would be interested, is this correct? Also has anyone had any success with a refund from gearbest and if so how did you go about that? I have sent a ticket but that seems to be ignoed still!

HappyMJ

nicolarichard wrote: »

Thanks for your reply. The phone was only about £55 so i dont think the credit card company would be interested, is this correct? Also has anyone had any success with a refund from gearbest and if so how did you go about that? I have sent a ticket but that seems to be ignoed still!

There's no lower limit on a chargeback claim.

Forwandert

If they aren't replying find a review site they are actively responding to poor reviews on, write a review stating what happened and include the purchase number, you will get a response. I've had this previously with them.

nicolarichard

Thanks again for the advice. Can you remember which site you got a response from? Thanks

wealdroam

nicolarichard wrote: »

Thanks for your reply. The phone was only about £55 so i dont think the credit card company would be interested, is this correct?

Your thinking is wrong.

Did you read those MSE articles I linked to earlier?

Have another read of that chargeback article.
In there you will find that there is generally no minimum purchase price, and 'no delivery' is a valid reason for a chargeback.

Read that chargeback article again and then talk to your card issuer.

nicolarichard

Glad to be wrong in this instance. Didnt realise they were links, thanks again.