Small kitchen appliance lost by courier

chrisdem

I bought a small kitchen appliance from Currys in 2019. 

It got broken so I've sent it back as it was covered by the warranty. They fixed it, and used DPD to send it back to me.

Apparently, DPD left it in the building I live in, in the hallway downstairs. Someone must have taken it.

I called the company and they said "We've sent it back, from our point of view we sent it, if you didn't get it, take it up with DPD or the police".

What do I do?

I don't feel it's my job to chase this up with DPD. I have emailed the company but they refuse to take responsibility even though the delivery was organised by them. The value of the appliance is around £300.

Thank you.

Aylesbury_Duck

For purchases, the goods remain the responsibility of the seller until they reach the recipient, not a shared hallway.  I assume it must be the same for this situation.  If so, your complaint is with Currys and it's up to them to sort it out.

chrisdem

It's a KitchedAid mixer and they have arranged for the mixer to be picked up and serviced by their service. 
So I guess my issue is with KitchenAid, but how do I take this further as they are ignoring me.

Aylesbury_Duck

Keep trying.  Social media may be a route?

theonlywayisup

chrisdem said:

I bought a small kitchen appliance from Currys in 2019. 

It got broken so I've sent it back as it was covered by the warranty. They fixed it, and used DPD to send it back to me.

Apparently, DPD left it in the building I live in, in the hallway downstairs. Someone must have taken it.

I called the company and they said "We've sent it back, from our point of view we sent it, if you didn't get it, take it up with DPD or the police".

What do I do?

I don't feel it's my job to chase this up with DPD. I have emailed the company but they refuse to take responsibility even though the delivery was organised by them. The value of the appliance is around £300.

Thank you.

Is the they Currys or KitchenAid?
If you had it collected by a courier after contacting Currys, then it is Currys who you need to deal with. 

chrisdem

theonlywayisup said:

chrisdem said:

I bought a small kitchen appliance from Currys in 2019. 

It got broken so I've sent it back as it was covered by the warranty. They fixed it, and used DPD to send it back to me.

Apparently, DPD left it in the building I live in, in the hallway downstairs. Someone must have taken it.

I called the company and they said "We've sent it back, from our point of view we sent it, if you didn't get it, take it up with DPD or the police".

What do I do?

I don't feel it's my job to chase this up with DPD. I have emailed the company but they refuse to take responsibility even though the delivery was organised by them. The value of the appliance is around £300.

Thank you.

Is the they Currys or KitchenAid?
If you had it collected by a courier after contacting Currys, then it is Currys who you need to deal with. 

It is a KitchedAid mixer bought from Currys, under warranty and serviced by KitchenAid/Whirlpool.

It is KitchenAid whom I had contacted to have it fixed, it is them who arranged for the appliance to be picked up, etc.

chrisdem

Aylesbury_Duck said:

Keep trying.  Social media may be a route?

I have been moaning on Twitter for a while, I get the same standard reply, but when I DM, there's a bot. And I can't get through, I've sent several emails, they ignore me.

Aylesbury_Duck

Have you got a postal address for them?  Send them a letter.

chrisdem

I've sent them a letter giving them 14 days to reply asking for a full refund (based on a breach of contract under Common Law as they haven't returned the item).
I have also asked them if they use an Alternative Dispute Resolution service.
They never replied.

Aylesbury_Duck

Send them another, and take them to small claims court if they don't respond in another two weeks. 

jon81uk

Who paid DPD?

It is the person with the contract with DPD that needs to chase it.

I assume you have talked to your neighbours though, sometimes just asking prompts them to be honest and hand something over they "took by accident".