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Courier not accepting liability!

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Hi all, I am hoping you can help me out here (prepare for a long description!)

A while ago I ordered an electronics item online, but decided to return it to the retailer via Collect+ courier at my own cost (March 30th). After dropping the package off at a collection point a few days had passed and the tracking stated that two attempts to deliver had been made and was being returned to sender. This never showed up at my home address or the collection point so I contacted Collect+ and said the parcel is missing and once located it needs to go back to the retailer. After a few days of no contact via email or twitter I get a response via twitter saying that they are looking into it.

Several days pass and the last entry in my tracking says 'delivery scheduled'. C+ say that my parcel has been delivered to the retailer via their partner courier under a new reference number which they provided me with. Checking this number reveals that the package was 'delivered to customer' in the Glasgow area (complete opposite end of the country to my retailers address). I check with the retailer, they have not received the item.

Multiple days pass with delayed back and forth between C+ twitter support, I informed them that the retailer does not have the item and I need proof of delivery - they reply and cannot provide any evidence, signature, or photo. They then inform me to send the tracking details to the retailer and they would be happy to speak to them. Their excuse for no delivery evidence is that they 'scan in' on delivery. C+ say the retailer can contact them through their 'unique client portal' to sort this out. The retailer gets back to me and states they do not have this or use their services. At this point I am getting very tired of being given the run around.

It is clear to me that my parcel has been incorrectly delivered to somewhere else. Either that or it is lost and I have been given a different tracking number so it is fraudulently passed off as 'completed'. Either way - my item has not been delivered to the retailer, they haven't upheld their end of the contract and I am currently at loss. I purchased insurance cover for this delivery and when I previously queried about what elapsed time period can I claim for a lost item they pretty much dismissed the comment.

I have since sent them another message (16th May) being clear that I am holding them liable and I wish to claim my items cost back. So my question is, how can I get them to accept responsibility and what can I do in the very likely event they don't cooperate? I paid for both the electronics item purchase and C+ courier delivery through Paypal, so would I go to them in the first instance? or maybe go straight to citizens advice or the ombudsman? 

Many thanks in advance for any advice given :smile:
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