UKMail/DHL says I signed, but not true and no picture. How can I start a complaint?

Archergirl

Do DHL have a chat thing, they may know what you can do

y3sitsm3

Archergirl said:

Do DHL have a chat thing, they may know what you can do

The OP has already been told what to do. They need to take this up with the seller or take them to the small claims court if they want to flush money down the drain.

DHL have no contract with the OP and won't entertain any claim by the OP.  They'll just tell them to take it up with the seller (at best.)

BelMalinois

The seller's response is poor. A quick google search shows they're a well established business and their phone number is available  01293 827900. I would ring them and explain the situation as only they can pursue this with the courier. You state that you were in but I would still ask your neighbours.

martindow

As the seller is a company they may well have a twitter presence.  A short factual message might get a better response.  Companies don't want to be seen as having poor customer service in such a public way.

If you get nowhere small claims is a very risky strategy.  You will have to pay to open a claim and a judge may well come down on the side of the company when they produce the carrier's tracking to defend it.

the_lunatic_is_in_my_head

Although above responses are correct that you as the buyer won't have a contract with the courier it's always worth seeing if you can find the phone number for the local depot and having a chat with them.

Customer service tend to come down on a basic do as little as possible which is easy when you didn't book the service but depots tend to be more helpful. They may speak to the driver with the possibility of the parcel being located. 

OP you are correct that passing of risk occurs when the goods come in to your physical possession and the discrepancies on the two tracking details strengthen your case. £30 is a low amount but sending a letter to the seller (their address is on the bottom of the listing on desktop or under seller's legal info on the app) might yield a result for the cost of a stamp.

It's a very hard judgement call for sellers to correctly balance between dishonest claims and genuine courier issues when the tracking shows as delivered. 

Ricardo1980

Just an update. 

After 2 or 3 weeks dealing with DHL, opening several complains (3, usually the ignore them) and trying to get more info about my delivery, they finally answered that their system is broken and they cannot tell me any info about my delivery. It is unbelievable how incompetent is this company. I guess they realised they didn't deliver because one of its drivers lost or stole the parcel.

Anyway, there was only one option available.
I wrote a letter before action to the seller, attaching the weird email discussion with DHL and proof of delivery of the other packages, requesting my item, refund, or proof of delivery (my signature). Otherwise, go to the court.
The same day the seller received, he wrote me an email saying that they have a lot of scammers and he was very sorry. Next day he sent me the item and it is already here.
I am not blaming him, and in fact I mention this in the letter. But I didn't hire DHL.
At the end, the seller was very professional.

Thanks for your advice.