Is the complaint with the website bought from or the courier regards delivery?

JustAnotherSaver

My sister ordered an outfit late Weds & paid for "next day delivery" thinking it would be processed Thurs & arrive Friday.

Courier was to be DPD. She's had them deliver before & never a problem.

Friday comes & part way through she gets an email saying attempted delivery but nobody in. Nonsense.

She gets on the phone to them, says there's been someone in at all times & she needs that order before Saturday. DPD say they'll get (i assume the driver) to call her. Before that though they argue that she should've specified "Main Road" in the address since the house is on the main road (there's no house number, it's a name). None of us have ever specified "Main Road" before & received our items perfectly fine.

Anyway, this driver or whoever it was that was supposed to call .... didn't.

As i work in haulage i've heard every excuse there is & then some so this "there was nobody in" doesn't wash. This "i'll get them to call you" just translates as i want to get out of this conversation with you as quickly & quietly as possible.

Saturday came ... and went. No delivery

Item arrives today - too late for the event it was bought for.

As a result she now wants to return it yet the website charges an amount for the return & will deduct this from the refund.

She's contacted DPD who say she needs to take it up with the website, it's not their problem.

Her issue is that she paid for next day delivery & never got it so doesn't feel she should then be charged to return it as she's not getting what she paid for.




So question here is - who does she take this up with regards the delivery? The courier company or is it the website she bought from?

Also are they still A-ok to charge her for a return since she didn't get what she paid for (next day delivery)?

It's not really a case of keep it as she's got it now anyway - she bought it for an event this weekend which has passed & no longer requires it as she had to buy in something else from elsewhere.

wealdroam

JustAnotherSaver wrote: »

My sister ordered an outfit late Weds & paid for "next day delivery" thinking it would be processed Thurs & arrive Friday.

Courier was to be DPD. She's had them deliver before & never a problem.

Friday comes & part way through she gets an email saying attempted delivery but nobody in. Nonsense.

She gets on the phone to them, says there's been someone in at all times & she needs that order before Saturday. DPD say they'll get (i assume the driver) to call her. Before that though they argue that she should've specified "Main Road" in the address since the house is on the main road (there's no house number, it's a name). None of us have ever specified "Main Road" before & received our items perfectly fine.

Anyway, this driver or whoever it was that was supposed to call .... didn't.

As i work in haulage i've heard every excuse there is & then some so this "there was nobody in" doesn't wash. This "i'll get them to call you" just translates as i want to get out of this conversation with you as quickly & quietly as possible.

Saturday came ... and went. No delivery

Item arrives today - too late for the event it was bought for.

As a result she now wants to return it yet the website charges an amount for the return & will deduct this from the refund.

She's contacted DPD who say she needs to take it up with the website, it's not their problem.

Her issue is that she paid for next day delivery & never got it so doesn't feel she should then be charged to return it as she's not getting what she paid for.




So question here is - who does she take this up with regards the delivery? The courier company or is it the website she bought from?

Also are they still A-ok to charge her for a return since she didn't get what she paid for (next day delivery)?

It's not really a case of keep it as she's got it now anyway - she bought it for an event this weekend which has passed & no longer requires it as she had to buy in something else from elsewhere.

Whoever sold the thing is responsible for getting it to their customer.

That's about it really. Nothing more to say.

JJG

So you put your address as:

House Name
Town
County
Post code

As opposed to

House Name
Street
Town
County
Post Code

This seems quite ridiculous to me.

dj1471

The company cannot charge for returns within 14 days of delivery, but can require the customer to pay return postage if specified in the T&Cs.

What are they trying to charge and why?

twhitehousescat

depends what it states on official doccis , ie counsel tax bill

agrinnall

JJG wrote: »

So you put your address as:

House Name
Town
County
Post code

As opposed to

House Name
Street
Town
County
Post Code

This seems quite ridiculous to me.

Not ridiculous at all, my assumption is that the OP's sister lives in a small village which doesn't have any street names. The address of the house that I grew up in was very similar to your format 1, except that it had the name of the nearest town as well as the name of the village.

ElefantEd

I live in a small village with only one street. All the houses have names (no numbers). So a street name is redundant. Occasionally a web form will insist on a road name, in which case I put Main Street. However that would make no difference to a delivery person's ability to find the place; the post code simply tells you which side of the street the house is on.

dacouch

agrinnall wrote: »

Not ridiculous at all, my assumption is that the OP's sister lives in a small village which doesn't have any street names. The address of the house that I grew up in was very similar to your format 1, except that it had the name of the nearest town as well as the name of the village.

My friend is a courier, the DPD drivers etc don't use Sat Navs as they deliver to the same area each day.

If a customer does not enter a road name it can make it difficult for them to locate the house. Even in a small village finding an address just by a house name can be difficult.

agrinnall

dacouch wrote: »

If a customer does not enter a road name it can make it difficult for them to locate the house. Even in a small village finding an address just by a house name can be difficult.

I don't disagree, but if there are no road names then it's not possible for the customer to provide one. Presumably your friend has a tongue in his head and can ask if it's proving difficult to find a particular house.

JustAnotherSaver

agrinnall wrote: »

Not ridiculous at all, my assumption is that the OP's sister lives in a small village which doesn't have any street names. The address of the house that I grew up in was very similar to your format 1, except that it had the name of the nearest town as well as the name of the village.

Exactly.
I lived there for 30 years myself & Royal Mail managed to work it, Parcelforce managed, My Hermes managed, I could go on & on. Even DPD themselves have managed numerous times. The road name "Main Road" is not part of the address & hasn't been for the now 32 years my mother has been in that house & probably god knows how long before it.

So not ridiculous at all.

Not to forget the fact that a mobile number was supplied. Have a problem? Try calling it.
Like I said I work for a company that have a haulage section. If our drivers can't find an address they either call back to the depot or they call the customer if a number was supplied. Our failure to find an address is 0%. It may take a while but we always find it. I know DPD have deadlines but so do we. You just make it happen.

Anyway thanks. I'll tell her to chase it up with the website.