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HELP!- retailer claims secure delivery but package NOT received by me or my neighbours!
Albycam
Posts: 1 Newbie
I purchased online from MATALAN for next day delivery.
On the delivery day I was at home and ocassionally travking the delivery. On one of these checks I noticed the package had changed to showing ‘delivered’ and there was a picture included. I was home and there had been no attempt to deliver. Furthermore, the picture of the ‘porch’ it had been delivered to was not my porch and did not correspond to any of my neighbours in this small block of flats. I tried a couple of doors down and up and same story.
I contacted Matalan customer services straight away to explain there had been a mistake in the delivery and explained the situation. Their customer services lady and her manager who were based in Bulgaria both informed me that as far as the company was concerned the package had been securely delivered and I should check with my neighbours. I explained I had already done that and had gone knocking on doors but that most worryingly the picture the courrier had posted did not correspond to my address nor those either sides of us. They could not help.... that was company policy.
I then wrote an email to customer services explaining all and included photos of the shared communal areas in our block and our immediate landing/porch so that they could see there had been a mistake. I got back the same response by email - as far as they were concerned, the item had been securely delivered.
My point to them has been it may have been securely delivered to Timboktoo but the reality is it has not been delivered to me or any of my neighbours!!!
Meanwhile, a set of items I have paid for and was due receive on the 19th of August , before the start of the school term, are still not with me !!!!! Despite several attempts at Matalan’s customer services, they have now gone totally quiet and they have not responded further, making me think they have ‘closed’ the file at their end. Meanwhile I am £47.95 out of pocket and with no items to show for it.
Can somebody tell me what my next steps should be so that I can at least recover my money in full?
Customer services at Matalan clearly have a very narrow tick list and are unable to deviate from this and exercise any judgement or common sense....🤯 I have spent a significant amount of time chasing this and it is clear I need to approach it via a different department.
Any guidance would be much appreciated!
Yours truly frustrated!!!
On the delivery day I was at home and ocassionally travking the delivery. On one of these checks I noticed the package had changed to showing ‘delivered’ and there was a picture included. I was home and there had been no attempt to deliver. Furthermore, the picture of the ‘porch’ it had been delivered to was not my porch and did not correspond to any of my neighbours in this small block of flats. I tried a couple of doors down and up and same story.
I contacted Matalan customer services straight away to explain there had been a mistake in the delivery and explained the situation. Their customer services lady and her manager who were based in Bulgaria both informed me that as far as the company was concerned the package had been securely delivered and I should check with my neighbours. I explained I had already done that and had gone knocking on doors but that most worryingly the picture the courrier had posted did not correspond to my address nor those either sides of us. They could not help.... that was company policy.
I then wrote an email to customer services explaining all and included photos of the shared communal areas in our block and our immediate landing/porch so that they could see there had been a mistake. I got back the same response by email - as far as they were concerned, the item had been securely delivered.
My point to them has been it may have been securely delivered to Timboktoo but the reality is it has not been delivered to me or any of my neighbours!!!
Meanwhile, a set of items I have paid for and was due receive on the 19th of August , before the start of the school term, are still not with me !!!!! Despite several attempts at Matalan’s customer services, they have now gone totally quiet and they have not responded further, making me think they have ‘closed’ the file at their end. Meanwhile I am £47.95 out of pocket and with no items to show for it.
Can somebody tell me what my next steps should be so that I can at least recover my money in full?
Customer services at Matalan clearly have a very narrow tick list and are unable to deviate from this and exercise any judgement or common sense....🤯 I have spent a significant amount of time chasing this and it is clear I need to approach it via a different department.
Any guidance would be much appreciated!
Yours truly frustrated!!!
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Comments
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Can you do a chargeback on your card?0
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Telephone and ask to,speak to a manager.
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