Engagement ring delivered to incorrect address

simonefox

justworriedabit said:

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.

There is a tracking email which just states delivered - no name of person who answered door, no photo and no signature. 

My partner does not know any neighbours as he had only lived there 2 weeks before the item was apparently delivered. 

It has been 17 days since the item was apparently delivered so unlikely it will be returned to the sender at this point. 

The neighbour stated he saw the delivery man speak to another neighbour but obviously this is just his words and if true he had no concern to question this to the delivery driver. 

We have sent a final letter to Ernest Jones, completed a dispute form with the bank, emailed yet again requesting a photo of the front door, and my partner will knock at the neighbours again tonight. If that gets him no where we will report to the police as a crime, although we have been informed by a family member (police women) that this is a civil matter and the police will not get involved. 

I understand it was his stupid mistake to put the wrong house number but I’m sure he isn’t the first person to do this and I’m pretty sure the companies involved could help further, especially due to the high value of the item. 

m0bov

When you made the purchase, was Proof of Delivery in the contract? You really need to check this as it means whether EJ are liable or not.

Pollycat

simonefox said:

There is a tracking email which just states delivered - no name of person who answered door, no photo and no signature. 

I get that when I've had a parcel delivered.

I'm expecting one from Hermes between 1pm and 3pm.

When it's delivered, I get a message saying it's been delivered.

And that's fine if I've got that parcel in my possession.

If the message said 'delivered' and I'd not got it, I'd get in touch with the sender - they are the ones that I have the contract with - and ask them to look into it and ask the carrier to provide proof of delivery.

My tracking information for Hermes says:

What can I do if I haven’t received my parcel?

If you’re still waiting on your parcel and it’s been with us for over 7 days, please let the sender know so that they can get in touch with us, and we can look into it.

I assume that also relates to items that they say they have delivered but I haven't received.

It clearly shows that Hermes consider their contract is with the retailer, not with the end consumer.

simonefox

m0bov said:

When you made the purchase, was Proof of Delivery in the contract? You really need to check this as it means whether EJ are liable or not.

Hi, can you please expand on this further and I will check? Thanks  

justworriedabit

simonefox said:

justworriedabit said:

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.

There is a tracking email which just states delivered - no name of person who answered door, no photo and no signature. 

My partner does not know any neighbours as he had only lived there 2 weeks before the item was apparently delivered. 

It has been 17 days since the item was apparently delivered so unlikely it will be returned to the sender at this point. 

The neighbour stated he saw the delivery man speak to another neighbour but obviously this is just his words and if true he had no concern to question this to the delivery driver. 

We have sent a final letter to Ernest Jones, completed a dispute form with the bank, emailed yet again requesting a photo of the front door, and my partner will knock at the neighbours again tonight. If that gets him no where we will report to the police as a crime, although we have been informed by a family member (police women) that this is a civil matter and the police will not get involved. 

I understand it was his stupid mistake to put the wrong house number but I’m sure he isn’t the first person to do this and I’m pretty sure the companies involved could help further, especially due to the high value of the item. 

Thank you for a detailed response to my questions.
My feeling is it is with the other people. FYI, this may help. A couple of years ago three doors down, our pacel was left there but we did not get a card telling us - you would expect that people we say hi to would have told us about it - anyway, a week after the pacel should have arrived we contacted the supplier they said they posted it 2 weeks ago. They contacted the delivery people and told us the next day where it was left. We knocked on their door this is a week and bit after they got it and they handed it over and said nothing. On the other side, we had taken a pacel for two doors down don't really know them but we knew when their cars on the drive they are at home - a couple of later I went over and gave them the package.
IMO, you will get to the bottom of this and most likley its been left with someone else.

Pollycat

simonefox said:

m0bov said:

When you made the purchase, was Proof of Delivery in the contract? You really need to check this as it means whether EJ are liable or not.

Hi, can you please expand on this further and I will check? Thanks  

I guess it means 'what were the stated delivery terms?'.

When I sell something on ebay, I use different delivery options (always Royal Mail), depending on the value of the item.

Sometimes I just post ordinary 2nd class, sometimes 2nd class tracked (no signature required) and for more important items I'd use a more expensive service which requires a signature and gives adequate compensation for loss or damage.

I'd expect EJ to use a service commensurate with the value of the item.

The added complication in your case is that an incorrect address was given by the buyer.

robatwork

simonefox said:

We have sent a final letter to Ernest Jones, completed a dispute form with the bank, emailed yet again requesting a photo of the front door, and my partner will knock at the neighbours again tonight. If that gets him no where we will report to the police as a crime, although we have been informed by a family member (police women) that this is a civil matter and the police will not get involved. 

If there's proof (sig / picture) that the neighbour did take delivery, then your family member is wrong. Theft is a crime. 

https://www.inbrief.co.uk/offences/points-to-prove-theft/

simonefox

Pollycat said:

simonefox said:

m0bov said:

When you made the purchase, was Proof of Delivery in the contract? You really need to check this as it means whether EJ are liable or not.

Hi, can you please expand on this further and I will check? Thanks  

I guess it means 'what were the stated delivery terms?'.

When I sell something on ebay, I use different delivery options (always Royal Mail), depending on the value of the item.

Sometimes I just post ordinary 2nd class, sometimes 2nd class tracked (no signature required) and for more important items I'd use a more expensive service which requires a signature and gives adequate compensation for loss or damage.

I'd expect EJ to use a service commensurate with the value of the item.

The added complication in your case is that an incorrect address was given by the buyer.

Pollycat said:

simonefox said:

m0bov said:

When you made the purchase, was Proof of Delivery in the contract? You really need to check this as it means whether EJ are liable or not.

Hi, can you please expand on this further and I will check? Thanks  

I guess it means 'what were the stated delivery terms?'.

When I sell something on ebay, I use different delivery options (always Royal Mail), depending on the value of the item.

Sometimes I just post ordinary 2nd class, sometimes 2nd class tracked (no signature required) and for more important items I'd use a more expensive service which requires a signature and gives adequate compensation for loss or damage.

I'd expect EJ to use a service commensurate with the value of the item.

The added complication in your case is that an incorrect address was given by the buyer.

• Your order will be sent via DX on a fully trackable service & will need to be signed for.
• You will be notified when your order is dispatched and provided with a tracking link. Delivery updates will also be sent by text if your mobile phone number is provided.

The website still says the item will be signed for, with covid they are only taking photos but surely the website should be updated to state this, especially if the item is worth thousands 

davidmcn

robatwork said:

simonefox said:

We have sent a final letter to Ernest Jones, completed a dispute form with the bank, emailed yet again requesting a photo of the front door, and my partner will knock at the neighbours again tonight. If that gets him no where we will report to the police as a crime, although we have been informed by a family member (police women) that this is a civil matter and the police will not get involved. 

If there's proof (sig / picture) that the neighbour did take delivery, then your family member is wrong. Theft is a crime. 

https://www.inbrief.co.uk/offences/points-to-prove-theft/

The point is that there isn't that (yet), so what crime is going to be reported? All that we know has happened is that the item has gone missing.

Pollycat

simonefox said:

• Your order will be sent via DX on a fully trackable service & will need to be signed for.
• You will be notified when your order is dispatched and provided with a tracking link. Delivery updates will also be sent by text if your mobile phone number is provided.

The website still says the item will be signed for, with covid they are only taking photos but surely the website should be updated to state this, especially if the item is worth thousands 

So who is in the photo with the delivered item?

Or do you have a photo of a closed door?