Perils of e-commerce shopping

DominicM

I recently ordered 2 of the same items from a Facebook advert. Payment was by PayPal. I received notification of shipment via DHL but my heart sank when I saw country of origin was China. DHL tracking kept me updated but when I checked yesterday the tracking website showed the delivery as complete, however the delivery postcode was different to my delivery postcode and this is clearly shown on the tracking confirmation. I have most definitely not received the delivery. First port of call was to contact the merchant, no surprises but the website details on my order take me to a “cannot find” page. Trying to get any kind of satisfaction from PayPal is impossible as they elegantly hide behind their web presence. I have contacted DHL asking them to explain why they delivered to the wrong address and await their reply. The items were ordered as birthday presents and it is a) too late to order replacements in time considering how long it previously took from order to failed delivery and b) the company I purchased from cannot be contacted due to their website not being found. I am of the opinion that DHL are liable but would be interested to know what remedies are open to me? E-commerce is great when it works but a nightmare when things go wrong as there are not the immediate options available from more traditional modes of consumer activity. The cost of my purchase was @ $41 so it not a huge amount to be out of pocket it is the principle that grates with me.

Aylesbury_Duck

I nearly gave up when Facebook appeared in the first sentence.

Nevertheless, your complaint is with the retailer, not DHL. You don't have a contract with DHL so they don't have to help you if they don't want to.

DiddyDavies

Generally, E-commerce related shopping is fine provided that you buy from a reputable seller whose details can be seen and verified before giving them any money, something that often isn't the case with sellers who advertise on social media sites.

As the goods were coming from China, there is a possibility that they have been delivered to a customs brokerage agent.
Have you done a check on the delivery address to see if you can find anything out about it?

molerat

Surely if you bought as goods with Paypal and proof of delivery is not to your post code it should be a slam dunk INR claim.

theonlywayisup

As per the post above.  Open an INR on Paypal.  Escalate it as soon as you can ensuring you show the postal code of the delivery confirmation is not yours in the case.  It may be that the automated process favours the seller, but even if it does an appeal where human intervention is part of the process, will overrule it.