Furious. Royal Mail say have delivered parcel. They have not. Told I need to report to Royal Mail

theasmum

Hi 
I’ve been hanging around oN MSE for years. 

I know my contract is with the retailer regardless of who / how they use to get my purchase to me. 

Eg a could of weeks ago I ordered from schuh who use Amazon deliveries. They failed to deliver to my daughters flat- item marked delivered but not there . No argument beyond “ did you ask the neighbours “ and they replaced item no question. 

Today Royal Mail “ delivered “ an item from fitflop to my work ( Gp surgery so staffed reception ). Except they didn’t. ( exactly as above case ) 

checked with the pharmacy next door etc - not there. 

Called fitflop “ my contract is with you the retailer please sort this out “ oh no madam YOU need to go in the Royal Mail website and fill out their form , we are not ALLOWED to do this anymore. 

RM website “ if your item doesn’t arrive contact the retailer “😠

so team ( and Martin and co of this is the first report of this ) who’s right ? 

JJ_Egan

Martin sold this site many years ago .

Why not look at RM see where the parcel is first .

theasmum

RM tracking says “ delivered “ that’s all. Not even where to let alone any delivery Proof ( I know no one is getting anything  signed for )

Jenni_D

RM are right, retailer is not. Whether or not they wish to fill in an RM form is their concern - their liability to you is to deliver the goods or refund your money. (Assuming this was a consumer transaction, and you selected delivery to your work for convenience. If it was a business transaction then their liability will be as per their T&Cs).

Manxman_in_exile

Assuming fitflop are a UK retailer you need to point out to them to s29(2) Consumer Rights Act 2015

Consumer Rights Act 2015 (legislation.gov.uk)

Goods remain at the seller's risk until they "come into the physical possession" of the consumer.  (Unless the consumer has arranged delivery).

pbartlett

your contract is with the retailer so if you haven't received anything they are the ones you should contact.

If it doesn't arrive ask for a replacement or refund. If they refuse, contact your card company for a chargeback.

That said - no harm in popping into your local sorting office or asking your postie if they can recall where it was delivered.

You certainly don't fill on a RM form - the sender does that if they wish.

born_again

pbartlett said:

your contract is with the retailer so if you haven't received anything they are the ones you should contact.

If it doesn't arrive ask for a replacement or refund. If they refuse, contact your card company for a chargeback.

That said - no harm in popping into your local sorting office or asking your postie if they can recall where it was delivered.

You certainly don't fill on a RM form - the sender does that if they wish.

And wait for the rejection on the basis the item was delivered. Remember they have the proof from RM on this.
As I have said before. A Chargeback does not rely on being delivered to the correct address. Only that it has been delivered. 👍

pbartlett

Yes agree but you have to try, and in any case it is up to the retailer to get the goods to the customer. If the customer won't refund then the card company is the next logical step.

If no refund and no chargeback then the courts if the amount is large enough.