Engagement ring delivered to incorrect address

simonefox

My partner ordered an engagement ring from Ernest Jones and as he had recently moved address he accidentally gave the wrong house number. He Immediately emailed DX the courier and told them the correct address but they said to contact Ernest Jones. It was a weekend so he could not  call but he emailed them. The ring was apparently delivered 2 days later. My partner knocked on the house it was apparently delivered to but the man said he refused the delivery as it was clearly not addressed to him. DX are saying it was delivered and there is nothing they can do. Ernest Jones are saying the same. Both companies will not help and are telling us to speak to the other company. His contract is with the supplier Ernest Jones, but a manager spent 50 minutes telling us there is categorically nothing they can do as we need to speak to DX to resolve the matter. Neither company will help and we have a lost engagement ring. My partner has spoken to citezens advice who advised to write two letters and after that if no response take it to small claims court. Because of COVID people are not in the office so the letters will likely not be picked up for a while. We understand it was his mistake providing the incorrect house number but obviously are not willing to let an expensive engagement ring go missing. We are at a loss what to do and how to take it further. Any advice would be much appreciated. 

m0bov

Ask EJ for proof of delivery, if there is none, it wasn't delivered so contact your bank. Breach of contract.
If it was delivered, call the police.

williamgriffin

As well as posting email your lba to Ernest Jones. 

Littlestars_2

As already mentioned they only thing they can do is provide proof of delivery then you would need to report it to the police as theft if the parcel is confirmed as delivered. 

If the courier has delivered to the specified address on the order there is nothing that can be done by the courier or retailer as they have delivered to the address specified on the order, so obtaining proof of delivery is the first step. At this point you need to find out was the parcel delivered or returned, as the neighbour could be telling the truth or porkies.

Sandtree

Your best hope is the fact that couriers are being very lazy these days with obtaining proof of delivery... we ordered new Apple computer and all the messages were about it cannot be left in a safe place, the driver will take a photo of you picking it up from the doorstep etc but in reality the chap handed it to me when I answered the door and took no photo at all.

As mentioned, if they can substantiate they delivered it where you told them to then it is no longer their responsibility and it would be a matter between you and your neighbour. 

Pollycat

Most of my parcels seem to be delivered by Hermes right now.

Last Saturday, I noticed his car and opened the front door as he was walking down the drive.

I stepped back into the hall and he put it down on the step and still took a photo of it.

I think Ernest Jones are wrong to refer the OP to DX.

The OP's contract is with Ernest Jones.

Ernest Jones is DX's customer.

Push EJ for proof of delivery.

simonefox

Sandtree said:

Your best hope is the fact that couriers are being very lazy these days with obtaining proof of delivery... we ordered new Apple computer and all the messages were about it cannot be left in a safe place, the driver will take a photo of you picking it up from the doorstep etc but in reality the chap handed it to me when I answered the door and took no photo at all.

As mentioned, if they can substantiate they delivered it where you told them to then it is no longer their responsibility and it would be a matter between you and your neighbour. 

When I’ve had a delivery since covid the driver always takes a photo of the parcel with my door opened as proof I accepted the parcel, like you stated. If the photo is of the neighbours front door closed do you think this gives us some leverage? As a closed front door is absolutely not proof the neighbour accepted the parcel, it just proofs the delivery driver went to the front door?

davidmcn

simonefox said:

Sandtree said:

Your best hope is the fact that couriers are being very lazy these days with obtaining proof of delivery... we ordered new Apple computer and all the messages were about it cannot be left in a safe place, the driver will take a photo of you picking it up from the doorstep etc but in reality the chap handed it to me when I answered the door and took no photo at all.

As mentioned, if they can substantiate they delivered it where you told them to then it is no longer their responsibility and it would be a matter between you and your neighbour. 

a closed front door is absolutely not proof the neighbour accepted the parcel, it just proofs the delivery driver went to the front door?

Even a photo of the neighbour standing in their doorway wouldn't prove they accepted the parcel. A photo of the neighbour gleefully trying on the ring, maybe...

bris

You have very little leverage. The address you gave was wrong and the item was delivered so there really is no case to answer.

Getting replies about LBA etc is just false hope, both the retailer and the delivery co did what they were contracted to do.

justworriedabit

simonefox said:

My partner ordered an engagement ring from Ernest Jones and as he had recently moved address he accidentally gave the wrong house number. He Immediately emailed DX the courier and told them the correct address but they said to contact Ernest Jones. It was a weekend so he could not  call but he emailed them. The ring was apparently delivered 2 days later. My partner knocked on the house it was apparently delivered to but the man said he refused the delivery as it was clearly not addressed to him. DX are saying it was delivered and there is nothing they can do. Ernest Jones are saying the same. Both companies will not help and are telling us to speak to the other company. His contract is with the supplier Ernest Jones, but a manager spent 50 minutes telling us there is categorically nothing they can do as we need to speak to DX to resolve the matter. Neither company will help and we have a lost engagement ring. My partner has spoken to citezens advice who advised to write two letters and after that if no response take it to small claims court. Because of COVID people are not in the office so the letters will likely not be picked up for a while. We understand it was his mistake providing the incorrect house number but obviously are not willing to let an expensive engagement ring go missing. We are at a loss what to do and how to take it further. Any advice would be much appreciated. 

What happened to you can happen to anyone.
Ask to speak with and then confirm via emails what was said agreed and time scales.
You will be but please remain polite as it was you that gave the wrong info. Often, people
are more helpful when the other person is calm polite. Keep it concise.
Use the word please often.
We have various items delivered, the postman looks via the side window of the door that is clear and I think he taps
something into his machine and we get a an email soon after.
We've seen others take pictures.
This neighbour are they immediately next door or some doors down and do you know them. As far as it goes,
those living on the right and left of us, though we are not close, we trust them 100% so if they told us something, that fine with us.

Ask what evidence was used when dropping off the pacel.

IMO, soon, within a few days the item will end up with the jeweller. All delivery services are overworked and taking a lot
longer to track etc.
Was there a tracking Email? That should shed light and ask about that.

justworriedabit

davidmcn said:

simonefox said:

Sandtree said:

Your best hope is the fact that couriers are being very lazy these days with obtaining proof of delivery... we ordered new Apple computer and all the messages were about it cannot be left in a safe place, the driver will take a photo of you picking it up from the doorstep etc but in reality the chap handed it to me when I answered the door and took no photo at all.

As mentioned, if they can substantiate they delivered it where you told them to then it is no longer their responsibility and it would be a matter between you and your neighbour. 

a closed front door is absolutely not proof the neighbour accepted the parcel, it just proofs the delivery driver went to the front door?

Even a photo of the neighbour standing in their doorway wouldn't prove they accepted the parcel. A photo of the neighbour gleefully trying on the ring, maybe...

It would help if that was the case. Indeed, parcel coud have been left on the step and then someone stol it but it still would be helpful.
As I said in my previous post - was there an email saying it had been delivdvered or tracking.