Expensive parcel arrived empty. What can I do?

1122abc

I ordered an expensive item (£200) from a large, well known online retailer. The item was sent by a common courier company to a well known high street electronics/tech shop to await my collection. I collected the item the next day and when I arrived home to open the parcel, to my surprise there was an empty cardboard box. I do not remember if the outside packaging was tampered with because it is not something I routinely check for, having ordered from this online retailer multiple times without any problems.

The online retailer are refusing to refund or replace.
The courier did weigh the item and the weight is on the outer packaging and it is consistent with the missing item’s weight.

My suspicions:
1) Packing handler in the online retail company warehouse pocketed my item and sent an empty box - but note the weight
2) DPD courier tampered with the parcel and took the item - but they deliver so many items, they would not know what was in this parcel
3) A worker at the high street tech shop tampered with the parcel and stole my item

I am upset because I have lost out on a lot of money and it appears to others that am being fraudulent. I just want to know what happened to my item and I don’t know what the next best steps are. I will file a complaint with ADR but given that the weight is correct, I cannot prove that I received an empty box.

Lorian

You didn't notice the lack of weight on collecting?

1122abc

Lorian wrote: »

You didn't notice the lack of weight on collecting?

Yes, this is my biggest regret. I remember walking home thinking “this feels weirdly light”, but I was in such a rush to get home and be warm that I didn’t act on this thought.

theonlywayisup

What is ADR?

1122abc

theonlywayisup wrote: »

What is ADR?

The online company said I could escalate to “Retail ADR”, alternative dispute resolution on 0203 1378268.

powerful_Rogue

What was the item?

1122abc

powerful_Rogue wrote: »

What was the item?

It is a piece of jewellery