Royal Mail or CEX delivered to wrong address

Jwbread

So, I’m currently still in the middle of this but all correspondence seems to be taking forever, so I’m looking for advice. (This is also my first MSE forum post, so any pointers would also be great, thank you!)

I recently bought some items online from CEX which came to around £170. The correct address was selected and confirmed in my confirmation emails.

A week passed, and I just thought I would ask for a tracking number, just because I’m inpatient and wanted to find out when my package was going to be here. I got the tracking number a few days later and an apology that it wasn’t given to me, but it appeared that the store that dispatched it had an IT error and couldn’t upload it at the time. I also got told that it looks like delivery was attempted but nobody was home, and that it had been picked up from my local Royal Mail delivery office.

Naturally, I replied to CEX that I had not received this, CEX said they would look into what address it was delivered to and get back to me.

I contacted Royal Mail who said they could see from tracking that nobody was home (when I was), and it was later collected from the office. Not only had I not received the ‘sorry we missed you card’, I had not collected it. They told me that they could look into it, but it could take 10 working days. They also confirmed my name, and my address at number 160.

My mum went to the delivery office in my behalf, and they told her (although I think they shouldn’t have) that it was attempted and collected by number 60. I was slightly confused and concerned that we got told this, as it had already been confirmed on the phone that it should have been 160. So, just out of chance, I asked number 60 if they received it and got told no.

I’m still waiting for both CEX and the Royal Mail to continue to look into it and get back to me, but I’m getting concerned.

If neither party take fault, where can I go with this? I feel like the details do not add up, but I’m worried nobody will take fault and I’ll be left without getting it rectified.

Has anyone had an issue like this before and how did it get resolved?

Thanks

marcarm

How did you pay?

[Deleted User]

Your contract is wholly with CEX, not Royal Mail or any other delivery company.

If CEX have failed to deliver goods you can issue either a section 75 or a chargeback. Or do your own investigating to track down the package.

NutWorld

Jwbread wrote: »

So, I’m currently still in the middle of this but all correspondence seems to be taking forever, so I’m looking for advice. (This is also my first MSE forum post, so any pointers would also be great, thank you!)

I recently bought some items online from CEX which came to around £170. The correct address was selected and confirmed in my confirmation emails.

A week passed, and I just thought I would ask for a tracking number, just because I’m inpatient and wanted to find out when my package was going to be here. I got the tracking number a few days later and an apology that it wasn’t given to me, but it appeared that the store that dispatched it had an IT error and couldn’t upload it at the time. I also got told that it looks like delivery was attempted but nobody was home, and that it had been picked up from my local Royal Mail delivery office.

Naturally, I replied to CEX that I had not received this, CEX said they would look into what address it was delivered to and get back to me.

I contacted Royal Mail who said they could see from tracking that nobody was home (when I was), and it was later collected from the office. Not only had I not received the ‘sorry we missed you card’, I had not collected it. They told me that they could look into it, but it could take 10 working days. They also confirmed my name, and my address at number 160.

My mum went to the delivery office in my behalf, and they told her (although I think they shouldn’t have) that it was attempted and collected by number 60. I was slightly confused and concerned that we got told this, as it had already been confirmed on the phone that it should have been 160. So, just out of chance, I asked number 60 if they received it and got told no.

I’m still waiting for both CEX and the Royal Mail to continue to look into it and get back to me, but I’m getting concerned.

If neither party take fault, where can I go with this? I feel like the details do not add up, but I’m worried nobody will take fault and I’ll be left without getting it rectified.

Has anyone had an issue like this before and how did it get resolved?

Thanks

We almost found ourselves in exactly the same situation. Apparently the geezer down the road had taken the red RM card out of our letter box.

We sorted it by by ensuring the geezer down the road did not have access to our photgraphic identification, credit cards, etc necessary when the thieving, lying toe rag tried to pick up our goods.

When he turned up at the local RM office, not only was he unable to collect the item as he had none of our ID documents, but police were called and he's now serving a 12month stretch inside.

izzitme

Just a thought, was the address label clear?

I used to work for RM & quite often would get items where the edge of a label had been cut so closely that the first digit was missing.
The postcode would probably be different between 160 & 60, but the first thing the postie would work by is the number.
If this is what has happened then CEX would be responsible for not correctly addressing the package.

Fosterdog

izzitme wrote: »

Just a thought, was the address label clear?

I used to work for RM & quite often would get items where the edge of a label had been cut so closely that the first digit was missing.
The postcode would probably be different between 160 & 60, but the first thing the postie would work by is the number.
If this is what has happened then CEX would be responsible for not correctly addressing the package.

I get this quite often, say I live in number 2, I've had around 7-8 parcels in the last year for number 12 but the edge of the label has been missing so the 1 has been cut off. Luckily I know the family in 12 so either just let the delivery person know or if they are out I'll take the parcel and give it to them later. All but one of the parcels have beeen from Amazon in my case. I can see how easily it can happen because where I work we have one of the tracking label printers for sending out orders and if you don't ensure the new roll of labels is in perfectly straight it will print at a slight angle and miss some of the print so it's likely that someone at CEX responsible for printing the label has poor attention to detail.

Jwbread

Unfortunately I paid wholly with store credit.

I’ve approached number 60, but they’ve declined that they collected the parcel.

Jwbread

I’m unsure, CEX have assumed that they labelled 160, but they’re investigating now. I still don’t have the parcel or anything, and the RM office allowed whoever picked up fhe parcel to collect it without ID

Fosterdog

You don't know hat they allowed them to collect without ID, if the label really did look like 60 then that is the house the card would have been put in and they would have been allowed to collect if they had ID showing 60. RM should have CCTV covering the collection area and they'll know the exact collection time from the tracking so they should really look at that to see who collected

custardy

Jwbread wrote: »

I’m unsure, CEX have assumed that they labelled 160, but they’re investigating now. I still don’t have the parcel or anything, and the RM office allowed whoever picked up fhe parcel to collect it without ID

How do you know?
As per RMs ID requirements you can collect without named ID as long as you meet other criteria.

Eg a photo card drivers licence with the correct address. Which if it says 60,would have been.

If you can’t bring any of the above ID in the name of the person the item is addressed to, you can still collect. This also applies if you are collecting an item addressed to a child.

You’ll need to bring:

The Something for you card (or electronic SMS/email notification)
Your photo ID (driving licence*, passport, foreign national ID, military ID card, police warrant card, Royal Mail employee card, NHS medical card or senior citizen bus pass)
Proof you live at the address on the Something for you card (driving licence*, bank statement, television licence, utility bill or home insurance certificate)

* We will accept a photocard driving licence as both photo ID and proof of address.
Please note: we can only accept only original, recent documents.

custardy

Fosterdog wrote: »

You don't know hat they allowed them to collect without ID, if the label really did look like 60 then that is the house the card would have been put in and they would have been allowed to collect if they had ID showing 60. RM should have CCTV covering the collection area and they'll know the exact collection time from the tracking so they should really look at that to see who collected

RM dont have CCTV covering callers.