Item stolen from within a parcel - Looking for advice please

DzF

Hi all,

I'm in need of some advice please, as this is the first time I've been in this situation.

I ordered a fragrance for £50 on 27-12-18 online from a website called parfumdreams.co.uk, who are a company based in Germany, but operate (to some extent) in several countries including the UK, with a UK customer services phone number etc. I'd checked them out on TrustPilot before ordering (which I always do) and they have 5 stars on there, but some people have had issues in the past, but the majority of reviews are positive. I paid through PayPal at checkout when ordering.

The parcel arrived on 31-12-18 from DHL/UK Mail and was signed for by a family member. A very short time later, when I was told she'd signed for a package for me and I picked it up and I immediately knew something was wrong as the package weighed as much as a feather. Without opening the parcel (there was no signs of any opening from the top of the parcel, the tape is still intact) I looked on the bottom and the thieving scum at DHL/ UK Mail had slit some of the tape on the bottom and must have bent the parcel open and took my fragrance! Even glancing at the bottom you wouldn't necessarily know somebody had opened it up to take something.

Anyway, I was left fuming that somebody had stolen my fragrance. I contacted the perfume company straight away by phone (within an hour of the parcel arriving) but got no answer. I then immediately emailed them about what had gone on. I had no reply until today (05-01-19) when they emailed back saying they are unable to even start to do anything without me obtaining a lost report from DHL. Without providing that, they are unwilling to do anything.

My concern is that DHL will simply dismiss my claim as the parcel was signed for at the door and that it is my word against theres. I just wish I had been at the door and I'd have noticed straight away that a fragrance bottle could not weigh the same as a feather! However, the family member was not aware of what I ordered and therefore just signed for the package for me.

If somebody could offer any advice in this situation, I'd be very grateful. Am I right to now file a report with DHL? Should I make a claim to PayPal (or only if I get nowhere with DHL and the store)?

I'm so angry that some thieving scum has stolen my item and I'm left potentially out of pocket and having to take the time and hassle involved in claiming etc. This is the first time a theft from within a parcel has ever happened to me and any advice would be welcome.

Thank you.

AndyMc.....

Stick a claim in with PayPal.

theonlywayisup

If you open a claim with Paypal you will be asked to send the "item" back (the empty packaging in this case) at your expense using a fully trackable method. You can use Returns On Us (a scheme Paypal offer to help with reimbursement up to £15). You will need to use a carrier that will definitely gain a proof of delivery viewable online.

DzF

theonlywayisup wrote: »

If you open a claim with Paypal you will be asked to send the "item" back (the empty packaging in this case) at your expense using a fully trackable method. You can use Returns On Us (a scheme Paypal offer to help with reimbursement up to £15). You will need to use a carrier that will definitely gain a proof of delivery viewable online.

Thanks very much for the replies and help, it's much appreciated

Am I right in doing the following then:

1) Contact the company to get Return details
2) Post the original box back to the company as it is, using a fully tracked and signed for courier
3) Go into PayPal and through the Resolution Centre start a claim for this transaction and follow the steps on screen I take it (never done this before)
4) Wait to see what PayPal or Parfum Dreams come back with

Just a couple of questions:
Shall I start a PayPal claim first, before contacting the company and sending the box back to them?
Won't Parfum Dreams say to PayPal that they delivered the item and just show proof of signature to PayPal? Would PayPal be likely to accept this and close the case, or will they see my side to it?

Thanks again for your help, this is all new to me.

theonlywayisup

DzF wrote: »

Just a couple of questions:
Shall I start a PayPal claim first, before contacting the company and sending the box back to them?

I would contact the company first, give them a chance to resolve. You have 180 days from purchase to open a claim with Paypal.

DzF wrote: »

Won't Parfum Dreams say to PayPal that they delivered the item and just show proof of signature to PayPal? Would PayPal be likely to accept this and close the case, or will they see my side to it?

There are two types of Paypal claim, INR (item not received) and SNAD (significantly as described). The scenario you give is only suitable for INR, you will be filing a SNAD. Tracking showing delivery isn't evidence to defend a SNAD.

DzF

theonlywayisup wrote: »

I would contact the company first, give them a chance to resolve. You have 180 days from purchase to open a claim with Paypal.

There are two types of Paypal claim, INR (item not received) and SNAD (significantly as described). The scenario you give is only suitable for INR, you will be filing a SNAD. Tracking showing delivery isn't evidence to defend a SNAD.

Very helpful, thanks for explaining The fragrance company have already said to me that they can't issue a refund/replacement without me specifically going on the DHL website and getting a lost report from them. I'm thinking that DHL won't exactly want to know, but shall I do what the fragrance company have said then and go to DHL, explain exactly what happened and try and get a lost report, before going down the PayPal claim route?


Thanks again for your help.

bris

Just playing devils advocate but you might struggle to win this as far as they will be concerned there is just as much chance the family member stole the item as there is anyone else.


I can't see how the Paypal claim will work as that will punish an innocent party. The retailer has done nothing wrong so you may need a police report for theft to get DHL to look into it.

DzF

bris wrote: »

Just playing devils advocate but you might struggle to win this as far as they will be concerned there is just as much chance the family member stole the item as there is anyone else.

I can't see how the Paypal claim will work as that will punish an innocent party. The retailer has done nothing wrong so you may need a police report for theft to get DHL to look into it.

Yep, I fully understand where you're coming from. It's unfortunatelty a situation where the likelihood is that the guilty party (DHL) will most likely get away with it completely.

I do feel like fighting my corner though, as as it stands I've paid £50 for practically a cardboard box. I know full well that the family member (my Mum in fact) never took it, but as you say, it's just my word against theres.

I think I'll see what DHL have to say about it and then go from there with options of a PayPal claim as detailed above or like you said maybe getting a police report etc. Lessons have been learnt already to stop myself from being a victim of theft in this way again. It's never happened like this before to me.

I'll keep you all informed along the way anyway. Thanks for all the help so far, it's much appreciated.

theonlywayisup

bris wrote: »

Just playing devils advocate but you might struggle to win this as far as they will be concerned there is just as much chance the family member stole the item as there is anyone else.


I can't see how the Paypal claim will work as that will punish an innocent party. The retailer has done nothing wrong so you may need a police report for theft to get DHL to look into it.

Paypal claims are a basic arbitration. If a buyer files a claim for SNAD Paypal will look at the issue and unless the seller can refute 100% the claim, the buyer is told to return the item for a full refund.

If it were me, I would report it to action fraud and go back to the seller with the AF reference and tell them the ball is very firmly in their court. If nothing happens within 7 days I would open a claim with Paypal.

DzF

theonlywayisup wrote: »

Paypal claims are a basic arbitration. If a buyer files a claim for SNAD Paypal will look at the issue and unless the seller can refute 100% the claim, the buyer is told to return the item for a full refund.

If it were me, I would report it to action fraud and go back to the seller with the AF reference and tell them the ball is very firmly in their court. If nothing happens within 7 days I would open a claim with Paypal.

Thanks. Do you think it's still worth me reporting it to DHL and trying to get a loss report from them as well as telling action fraud?

AndyMc.....

theonlywayisup wrote: »

Paypal claims are a basic arbitration. If a buyer files a claim for SNAD Paypal will look at the issue and unless the seller can refute 100% the claim, the buyer is told to return the item for a full refund.

If it were me, I would report it to action fraud and go back to the seller with the AF reference and tell them the ball is very firmly in their court. If nothing happens within 7 days I would open a claim with Paypal.

It not an Action Fraud Matter unless you're saying the seller sent and empty package then there's not fraud.