Parcel service point DHL

IP1984

Hi all,
Some advice required on ebay purchase.
I bought a laptop on ebay and paid for the item and shipping. The seller dropped it off at a local DHL service point (general parcel point for numerous courier suppliers), its a convenient store. DHL have tried to collect across several days but on each occasion the shop either turned them away or refused pickup. The seller has returned to the shop with proof it was left there (DHL receipt with s/n and tracking number and shop info) but they assured the seller the package WAS collected, hence keeping refusing a collection. I have spoken to DHL and they say if they had collected it, it would have been scanned somewhere either by the driver or the depot, if the driver had forgotten. I'm in limbo with no laptop and out of pocket. Has anyone had this before? DHL suggested the shop may have given it to a different courier in error, apparently it does happen. This could be true, but I'd imagine it would never be retrieved, unless the different courier returned it. Seller has promised a refund but wants me to wait a few more days incase it does materialise. 

cx6

Probably reasonable to wait a few days I think.

Otherwise, yes, a refund and the seller complains to the courier

soolin

When did you buy it and how far past the estimated delivery date are you?  If it was very recently then allow seller another day ,if the estimated delivery date has long past then open an INR case immediately, that still gives seller a few days to wait for it to turn up.

without proof of delivery you will win the INR.

IP1984

Hello. This was a next day service. Parcel was lodged on 21/11 although I appreciate with covid delays are likely. The ETA keeps dropping back a day as collections continue to fail. However I am not sure where ebay are getting there info from. There seems to be more info tracking via ebay rather than DHL own website. DHL admitted there website isn't recording correctly because of the volume of packages. I will give it to the end of this week, current estimated delivery is 30/12 but its still not been collected according to DHL.

mgdavid

IP1984 said:

Hello. This was a next day service. Parcel was lodged on 21/11 although I appreciate with covid delays are likely. The ETA keeps dropping back a day as collections continue to fail. However I am not sure where ebay are getting there info from. There seems to be more info tracking via ebay rather than DHL own website. DHL admitted there website isn't recording correctly because of the volume of packages. I will give it to the end of this week, current estimated delivery is 30/12 but its still not been collected according to DHL.

Do you really mean 21/11?

If so that's far too long to wait, I'd have lodged an INR by the 1st December.

There are time limits for lodging claims although I'm not sure what they are, others will know more.