Pretty Little Thing Deliver Disputes

ConcernedConsumer3278

Has anyone here obtained a refund from PYL for a failed delivery, without having to obtain a crime reference number?

A parcel was delivered but left on a street, not by my door and not in a safe place (I never designated a safe place) and someone was in my property when the delivery was made. The parcel was gone before it could be retrieved. Pretty Little Thing want a crime reference number before they give me a refund as they insist the delivery was made to a safe place. But there's the things;
(a) If something was stolen from me after PLT fulfilled their obligation by delivering it to me, why are PLT refunding me?
(b) If something was never in my possession, how can it be stolen from me (i never asked for the item to be left in a safe place)? Surely the risk never passed from PLT if the goods were in their possession /not in mine.

PLT also state they need a crime number in order to make a claim against the courier. 
(a) A claim for what, they said the courier did their job, so why claim against them?
(b) The contract between PLT and the courier forms no part of my agreement with PLT, so why are they relying on me to provide information needed for their contract  with their chosen delivery agent before giving me my refund?

I've already pointed out to PLT that their delivery agent offers no proof of delivery - their photo shows a package outside a door (not mine) and the photo does not show my name on the parcel, could literally be anyone's PLT parcel. But still, PTL are not moving from their stance. I've written a letter to them, getting nowhere with online discussions. This is not about the money - sure I want it - but more than anything I want to know what advice I can pass on to other consumers  to get faster refunds (and avoiding PTL is a given).

Thank you.

Alderbank

Who are PYL?

The image will contain digital data of the exact time and exact GPS location.

But any dispute between PLT and their agent are not your problem and just confuse the issue. Nor is any alleged criminal offence. Nothing has been stolen from you
To comply with their contractual and consumer law obligations to you, having accepted payment PLT must either deliver the goods into your hands or give a full refund. It's that simple.
Don't get sidetracked.

Sandtree

PLT basically want evidence that you arent lying to them... unfortunately many people are willing to lie to retailers, insurers etc (over 95% in insurers cases) but are much less likely to lie to the police.

Whilst you could argue until you are blue in the face that you have no obligation to report it to the police in half the time it took you to write the above post you could have gone online, reported the theft, got your reference number and passed it to PLT.

born_again

You can see their point. Courier has proof it was delivered (photo) so in order for PLT to claim from the courier they need a CRN.
Odds on local police will tell you to report to Action Fraud. Who will give you a reference number.

ConcernedConsumer3278

born_again said:

You can see their point. Courier has proof it was delivered (photo).

Actually, I can't see their point. If they are adamant their courier delivered it why do they want to make a claim against their courier? And my contract is to have the goods delivered to my possession, which the photo does not prove.

ConcernedConsumer3278

Sandtree said:

report it to the police in half the time it took you to write

There a thing called "Consumer Rights"

cx6

Delivery is not complete until you have it 'in your hands' - certainly not by just leaving it by the door UNLESS you have given specific authorisation for a safe place (which you say you hadn't)

Therefore they have not delivered it to you and it is up to the merchant to talk with their courier to find out why and make any claim.

That said, by far the easiest way would be to get a crime number as otherwise they won't refund, and your card is unlikely to either, which leaves the small claims court.

pinkshoes

ConcernedConsumer3278 said:

Sandtree said:

report it to the police in half the time it took you to write

There a thing called "Consumer Rights"

There are consumer rights and then there is making life easier for yourself and everyone involved.

Report it to the non emergency police as theft and get a crime number. It will be far quicker than going back and forth with PLT trying to resolve this.

sheramber

Sometimes you pick your battles.

Sandtree

ConcernedConsumer3278 said:

Sandtree said:

report it to the police in half the time it took you to write

There a thing called "Consumer Rights"

As there is the saying “cut off your nose to spite your face”

ConcernedConsumer3278

Sandtree said:

ConcernedConsumer3278 said:

Sandtree said:

report it to the police in half the time it took you to write

There a thing called "Consumer Rights"

As there is the saying “cut off your nose to spite your face”

Usually people cut their nose off to spite their own face in order to hurt , punish or get one up on someone else. I just want what is fair and what is my right. I don't want to hurt anyone else. I don't want someone else taking advantage of me or anyone else. And I'm not hurting myself by doing so.