missing parcels

ana18

I have been buying clothes from the U.S retailer for just over a year now and never had any problems with my deliveries. However, the last 3 parcels have gone missing!
I tracked them online and they were all marked as delivered to my address. When I contacted the retailer they provided me with exactly the same information I could see online myself - the tracking number with the exact time of delivery and my correct address. They also said that I should contact the delivery company directly which I understand should be up to them as my contract was not with Yodel. I am not sure how to proceed as this retailer is using this information as proof that the parcels have been delivered and is not willing to refund me. I paid by PayPal - should I claim my money back through PayPal? Is the information they going to be adequate for them to prove that the items delivered, as it is clearly wrong but how do I prove it? I would appreciate any advice. Many thanks

KatrinaWaves

ana18 wrote: »

I have been buying clothes from the U.S retailer for just over a year now and never had any problems with my deliveries. However, the last 3 parcels have gone missing!
I tracked them online and they were all marked as delivered to my address. When I contacted the retailer they provided me with exactly the same information I could see online myself - the tracking number with the exact time of delivery and my correct address. They also said that I should contact the delivery company directly which I understand should be up to them as my contract was not with Yodel. I am not sure how to proceed as this retailer is using this information as proof that the parcels have been delivered and is not willing to refund me. I paid by PayPal - should I claim my money back through PayPal? Is the information they going to be adequate for them to prove that the items delivered, as it is clearly wrong but how do I prove it? I would appreciate any advice. Many thanks

You can try Paypal, but they may side with the seller as they have delivery confirmation. It is very difficult to prove a negative.

Have you tried contacting Yodel to see if they have got lost in a warehouse? Its worth a try, you are dealing with a US company, and whilst yes they may be the one with a contract with yodel they probably paid a delivery company who subbed out to Yodel in the UK so there is no harm in your trying.

At the end of the day any laws or regs you are looking at are going to be UK ones which this clothing company does not have to follow.

ana18

Thanks Katarina very much for your reply. Looks like the parcels were left in front of my door and not gone through the letterbox as they were a bit too big. I just received another one yesterday from the same delivery company and they don't ask for a signature, it just came through my letterbox. This may explain it - they were probably stolen. Aren't delivery companies supposed to ask for the signature or ring the bell at least, I can't believe I was not at home on any of the occasions. Thanks