DHL missing parcel

cactusdust

My girlfriend recently had something sent to her via DHL, with a combined item/delivery charge value of around £50.00

As she was going to be at work on the day of delivery, she elected to have it delivered to a DHL Service Point (a cornershop style store) near where she works so she could collect it on her lunch break.

She went to the store after receiving a text from DHL to say it'd been delivered, only to find the service point didn't have it. She went back to DHL to say it wasn't there, and they said.. it was, they had proof of delivery. And they do, someone has signed for it.. a male's name.

DHL have concluded their investigation and have told her to contact the sender who in turn (quite rightly) says "its not our problem".

It seems to be a problem with DHL's "agent" at the service point. DHL have contacted the store too to hear say they don't have it.

Contacting the store directly seems to be a waste of time, as they claim they never had it.

Any suggestions?!

ThumbRemote

She needs to contact the seller. When the seller says "its not our problem" they are completely wrong. The seller paid DHL to deliver the parcel, the delivery contract is between DHL and the seller - not your girlfriend. Your girlfriend only has a contract with the seller for the item paid for - which she hasn't received. Therefore she's entitled to another sending out or a full refund.

DoaM

The above is correct ... as long as it was the Seller who arranged the courier. (They probably did, but it's not unknown for a buyer to organise a courier).

Mr_Singleton

I sometimes do this sort of thing through Amazon. They send me a txt with a collection number.... no collection number no parcel. What sort of security do DHL use?

visidigi

ThumbRemote wrote: »

She needs to contact the seller. When the seller says "its not our problem" they are completely wrong. The seller paid DHL to deliver the parcel, the delivery contract is between DHL and the seller - not your girlfriend. Your girlfriend only has a contract with the seller for the item paid for - which she hasn't received. Therefore she's entitled to another sending out or a full refund.

I think you will find...

The OP's girlfriend chose the retail point, after it had been dispatched, potentially using the ondemand DHL service.

If so its not the senders problem, the decision to reroute would become the recipients and as such they would have taken over the terms and conditions by making the reroute choice.

We will need the OP to confirm this suspicion, of course, if they chose the retail point on check out and the shipper agreed to it then its different and your comment therefore stands.

Op should also ask DHL what its ID checks are, because they should only release to the ID on the package, and if the ID on the package hasnt got it and the signature isn't the girlfriends then DHL have got a problem to fix.

dj1471

visidigi wrote: »

If so its not the senders problem, the decision to reroute would become the recipients and as such they would have taken over the terms and conditions by making the reroute choice.

I don't agree with this. The option to deliver to a Service Point is a service DHL provide, as such the delivery remains in DHL's care until collected by the recipient. This isn't the same as specifying an alternative delivery address where the liability would pass to the receiver.

I couldn't find anything in the T&Cs to suggest that liability passes to the recipient if a Service Point is used.

angryparcel

A DHL servicepoint is a DHL agent, so it is still in DHL hands if sat at a service point.

How it works is

1) The item is collected by a DHL driver
2) The item can be delivered to you or a service point
3) If it is delivered to a service point then the barcode would be scanned at the service point, so informing the DHL system the driver has handed the parcel to service point
4) You would get the email or text to say it is at ** service point for your collection
5) You collect and sign for the item, just like you would if delivered to your door

So if point 3 and 4 have took place , then that means the parcel is somewhere at the service point

another scenario is that it could have been delivered to another service point in error

visidigi

dj1471 wrote: »

I don't agree with this. The option to deliver to a Service Point is a service DHL provide, as such the delivery remains in DHL's care until collected by the recipient. This isn't the same as specifying an alternative delivery address where the liability would pass to the receiver.

I couldn't find anything in the T&Cs to suggest that liability passes to the recipient if a Service Point is used.

You're missing the point. I didn't say DHL weren't liable. But the OP was being advised its up to the shipper and to contact them. At the point the recipient decides to redirect the shipment to the retail point the obligation for the shipper not having completed is removed. As the recipient decided to redirect the shipment at their choice, to a place of their convenience - now I cant get to the on demand terms and conditions because its not the standard terms and conditions, its within the on demand app.

So now, arguably the package is now a contract between the recipient and the carrier, as the recipient requested the carrier to perform a task and they have failed to do so.

Therefore my original advice still stands:

Op should also ask DHL what its ID checks are, because they should only release to the ID on the package, and if the ID on the package hasn't got it and the signature isn't the girlfriends then DHL have got a problem to fix.

angryparcel wrote: »

A DHL servicepoint is a DHL agent, so it is still in DHL hands if sat at a service point.

How it works is

1) The item is collected by a DHL driver
2) The item can be delivered to you or a service point
3) If it is delivered to a service point then the barcode would be scanned at the service point, so informing the DHL system the driver has handed the parcel to service point
4) You would get the email or text to say it is at ** service point for your collection
5) You collect and sign for the item, just like you would if delivered to your door

So if point 3 and 4 have took place , then that means the parcel is somewhere at the service point

another scenario is that it could have been delivered to another service point in error

Yep, standard process as I said before:

Op should also ask DHL what its ID checks are, because they should only release to the ID on the package, and if the ID on the package hasn't got it and the signature isn't the girlfriends then DHL have got a problem to fix.

angryparcel

visidigi wrote: »

Op should also ask DHL what its ID checks are, because they should only release to the ID on the package, and if the ID on the package hasn't got it and the signature isn't the girlfriends then DHL have got a problem to fix.

But if it is at a service point then it will either have been scanned at the service point of signed over to the agent, so the signature would be that of the agent or a member of their staff, when the OP goes and collect they would have to sign for it., so if DHL have a signature is it from the service point or a consumer. If the service point has given it to someone else then its is a DHL issue

unholyangel

visidigi wrote: »

You're missing the point. I didn't say DHL weren't liable. But the OP was being advised its up to the shipper and to contact them. At the point the recipient decides to redirect the shipment to the retail point the obligation for the shipper not having completed is removed. As the recipient decided to redirect the shipment at their choice, to a place of their convenience - now I cant get to the on demand terms and conditions because its not the standard terms and conditions, its within the on demand app.

So now, arguably the package is now a contract between the recipient and the carrier, as the recipient requested the carrier to perform a task and they have failed to do so.

You can't have a contract without consideration.

IMO its still under the original contract. The retailer has an obligation to deliver the goods to the consumer (unless agreed otherwise at time of sale). Being able to pick it up from a depot/collection point just makes the delivery obligations easier to fulfil.

daytona0

unholyangel wrote: »

You can't have a contract without consideration.

IMO its still under the original contract. The retailer has an obligation to deliver the goods to the consumer (unless agreed otherwise at time of sale). Being able to pick it up from a depot/collection point just makes the delivery obligations easier to fulfil.

It must be under the original contract, surely?

The seller paid DHL to deliver the parcel to OP. This hasn't happened, therefore seller has to sort it out with DHL.

The OP could have chosen any address in the UK for the item to be delivered. They can also change their mind whilst the item is in transit (though not always actioned). That's how orders work!

Really don't understand visidigi's viewpoint..