Missing UPS Package

jlh929

I recently bought a camera directly from Canon's online store and it was supposed to be delivered on 29/03/22. The package needed to be signed for, I imagine because of the value of the products inside. Yet the delivery time came and went but no sign of the package. Multiple people were home but there was not as much as a knock on the door. I was even looking out my front window shortly after I received the delivered email to see if the van was outside, which it wasn't.

I registered the package as lost within an hour of it being "delivered". UPS opened an investigation into the missing package. I tried contacting Canon various times over a period of about 2/3 weeks and they maintained that they would let me know if anything happened, and that the UPS investigation could take up to 10 working days. The 10 working days passed and I had still heard nothing so emailed Canon again, who just reiterated that they had not heard from UPS and would let me know as and when anything happened.

Today I contacted UPS via their UK Twitter account and they stated that they had closed the investigation as the delivery location was accurate. When I followed up all they said they could do was reopen the investigation. When I pressured even more to make sure I was not palmed off for a further '10 working days' they just sent me their support email recommending I contact that.

I am unsure what I need to be pursuing here. Should I try issuing the standard 'Consumer Rights Act' email to Canon? Or can they get out of that because it was shipped through a courier? Should I continue pursuing UPS? Do I need to do both? I am just frustrated because neither Canon nor UPS seem to care what has happened, there's no urgency to rectify the situation and appears to be a complete disregard for the fact I am £600 down for a camera I never received. I am also worried that either one of them could, at any moment, just dismiss me with one of the many terms and conditions that they inevitably have to swat away complaints.

Jenni_D

How did you pay (on the Canon website)? Credit card? Debit card? Something else?

Your contract is with Canon. (I'm assuming that you didn't directly engage with UPS to deliver the package, and that Canon arranged it). Therefore the goods remain at their risk until they come into your physical possession. (Consumer Contracts [Information, Cancellation & Additional Charges] Regulations 2013 refer and/or Consumer Rights Act 2015).