Undelivered package

Joshdean1993

Hi,
I ordered 2 items from pandora with tracked secure next day delivery, upon tracking the item a day later it says it was delivered and signed for by my name. This couldnt have happened because i live on a military base so it would have gone to the post room, the postroom was closed at the time and all alternate delivery places have been checked. UPS arent been helpful and pandora wont help because it was signed for. Does anyone have any ideas
Thank you :mad:

naedanger

Joshdean1993 wrote: »

Hi,
I ordered 2 items from pandora with tracked secure next day delivery, upon tracking the item a day later it says it was delivered and signed for by my name. This couldnt have happened because i live on a military base so it would have gone to the post room, the postroom was closed at the time and all alternate delivery places have been checked. UPS arent been helpful and pandora wont help because it was signed for. Does anyone have any ideas
Thank you :mad:

How did you pay for the items e.g. credit card, debit card etc? And if by credit card was the price of each of the items that have gone missing over £100?

Joshdean1993

I paid by debit card and yes each item was £120

naedanger

Joshdean1993 wrote: »

I paid by debit card and yes each item was £120

Ask your bank to do a chargeback with the reason being the items were never received. Provide them with a copy of your proof.

Read the following for background info:

http://www.moneysavingexpert.com/shopping/visa-mastercard-chargeback

The advantage of a chargeback is that if the bank refuse you can complain, ultimately to the independent Financial Ombudsman Service, if necessary. (However this is quite a slow process.)

LadyDee

Joshdean1993 wrote: »

Hi,
I ordered 2 items from pandora with tracked secure next day delivery, upon tracking the item a day later it says it was delivered and signed for by my name. This couldnt have happened because i live on a military base so it would have gone to the post room, the postroom was closed at the time and all alternate delivery places have been checked. UPS arent been helpful and pandora wont help because it was signed for. Does anyone have any ideas
Thank you :mad:

Ask UPS to provide a copy of the signature?

bris

The problem the OP has is that it is shown as tracked delivery so a charge back will automatically fail for this reason.

DigForVictory

So route it to fraud instead?

naedanger

bris wrote: »

The problem the OP has is that it is shown as tracked delivery so a charge back will automatically fail for this reason.

If the bank "automatically" fail the chargeback then the OP needs to complain to their bank that they have unfairly rejected his chargeback. The OP then needs to follow the bank's formal complaint process (which they are obliged to have). Ultimately, if necessary the OP can take their complaint to the Financial Ombudsman Service, who will certainly properly investigate the matter. Given the OP has good evidence they should get their money back eventually.

Tealblue

naedanger wrote: »

If the bank "automatically" fail the chargeback then the OP needs to complain to their bank that they have unfairly rejected his chargeback. The OP then needs to follow the bank's formal complaint process (which they are obliged to have). Ultimately, if necessary the OP can take their complaint to the Financial Ombudsman Service, who will certainly properly investigate the matter. Given the OP has good evidence they should get their money back eventually.

Gosh, but I sympathise with OP - but I am not sure he does have 'good evidence'. These cases are notoriously difficult to prove, particularly where, as here, someone orders an item knowing they cannot accept delivery in person. Unless he gave specific instructions about where it had to be delivered and who exactly could sign for it, it may be extremely tricky.

I'd put in a formal complaint to the courier company now, politely but clearly setting out the issue and asking them to check with the courier who exactly accepted delivery of the package and whereabouts on the base the acceptance took place. Relevant link for form: https://www.ups.com/upsemail/input?loc=en_gb

naedanger

Tealblue wrote: »

Gosh, but I sympathise with OP - but I am not sure he does have 'good evidence'. These cases are notoriously difficult to prove, particularly where, as here, someone orders an item knowing they cannot accept delivery in person. Unless he gave specific instructions about where it had to be delivered and who exactly could sign for it, it may be extremely tricky.

I'd put in a formal complaint to the courier company now, politely but clearly setting out the issue and asking them to check with the courier who exactly accepted delivery of the package and whereabouts on the base the acceptance took place. Relevant link for form: https://www.ups.com/upsemail/input?loc=en_gb

In my view, he is wasting his time speaking to the courier company as they have no obligation to help him as he has no contract with them. Furthermore it is for the retailer to prove (on the balance of probability) that the item was delivered, and not for him to prove it wasn't.

The retailer will find it difficult to prove they delivered the item if they didn't. For example they are likely to find the courier does not have an accurate signature. And the courier will need to say where and when, approximately it was delivered. Which should give the op further chances to discredit the courier's assertion that the item was delivered to the op.

I suggest the op initiates a chargeback to get the ball rolling. (There is likely to be a dispute but the truth should come out eventually.)

Lisbon

naedanger wrote: »

In my view, he is wasting his time speaking to the courier company as they have no obligation to help him as he has no contract with them. Furthermore it is for the retailer to prove (on the balance of probability) that the item was delivered, and not for him to prove it wasn't.

UPS does deal with the intended recipient of a parcel, so it is certainly worth his while making the complaint now and also making the same complaint to Pandora. It's important to do so quickly while events are still reasonably fresh in the mind of whoever claims to have delivered the package.

If this is a military base, surely there will be security issues and thus some sort of track on someone claiming to be a courier and leaving a parcel? At a time of high security, simply having a uniform and a liveried van won't ensure you are waved through any checkpoints.