Incorrectly delivered parcel

Starekss

Hi,

So, here’s my story. I purchased an order from the company called Cardiff Sports Nutrition.

The order was delivered to different address at the same street, as I was not in, so they delivered it there.

I called DPD, and told them I refuse to collect it, I paid for it to be delivered to my house.

I was told that it was because the seller had that option enabled, so it was correctly delivered to “neighbours”.

Now I had history with DPD, option to leave parcel on my app is disabled, and I told them multiple times that I do not agree to leave my parcel anywhere else.

I had instances of items missing with my neighbours, once they went on holiday and I got my parcel back after 3 weeks.

I told them multiple times, either item is delivered to me, or I refuse to collect it. I had enough stress because of that and I'm not chasing this.

DPD told me that they can’t rearrange it, as it was the seller that sent those instructions, so only they can do it.

I emailed CSN (seller) asking to sort it out. I received a call from guy named Kevin from Customer Services.

Within first 30 seconds he started shouting at me, so I disconnected. I received messages like: “grow up”, “man up” etc. Very unprofessional.

I called them, asked to speak to the owner. The owner took what I had to say, told me that he will ask Kevin to call DPD and re-arrange delivery.

I was waiting till evening, messaged them at 5pm to ask for an update.

In answer, Kevin started insulting me. Told me I’m a liar, called my actions pathetic (I have emails from him to prove it).

He said the case is closed and I’m not getting my item or refund. I can go and pick up my parcel.

I refused, and I told him that next day I will get in writing from DPD that it is the seller, not me, that asked for the parcel to be delivered there.

He again throw some insults at me, liar and dummy, and tried to call me at 9:30pm ! I have never experienced anything like that in my life.

Today I contacted DPD, got confirmation from them in writing, that it is the seller that changed it not me.

I forwarded this to them, no answer. I emailed their owner, no answer. Called, no answer (probably the see my number).

Now, I know I could go and pick up the item, but it’s not about money or item anymore.

It’s about how I was treated, and about the fact that DPD constantly is delivering my items to different places.

What actions should I take ? I have no idea where to go from here.

impoverishedtraveller

Going round to your neighbour and picking up your package seems like the first action a rational person would try?

sheramber

Since the seller gave these instructions it is not DPD's fault.

Go and collect your parcel and donlt use that company again.

Starekss

I think you guys missed when I wrote: "I refuse to collect it". 
Maybe if they would politely tell me they refuse to my request, I would go and collect it. 
After being thrown like a garbage and insulted numerous time by customer service, I will not do what they want me to do.
The parcel was incorrectly delivered, and seller is not answering anymore.
What are my options right now, who can I contact to either have this redelivered or get my money back.

screech_78

Honestly, you sound like a nightmare customer. 

Ok, so the item should have been delivered to you but is it really so difficult to collect from the neighbour? Why do you have to make things so difficult? 

I’d be interested to see the emails with the insults as I can’t believe they would start throwing those kind of words around without being provoked. 

Brie

I'd be tempted to send them a final email or whatever to say as the item wasn't delivered as requested you need a refund. 

Yes I know that many of us would be happy to go and tap on a strangers door and ask for the parcel but not everyone wants to do that.  Personally I would expect that anything I order to be delivered as I requested and they follow whatever instructions I give in case I don't answer the door.  I, in fact, wouldn't mind too much if a card was put through the door to say "left at no 46" but until the parcel isn't in my hands, in my house it's not delivered.  Now I'd go collect if "46" was nearby but not if it was a mile away or if I knew that the occupant was a psycho.  

So it comes down to - if you won't go collect it, the company won't assist, then you must consider it not delivered and ask for a refund.  

NBLondon

If you didn't specify that delivery to neighbour was acceptable - then DPD have not delivered and the seller is still liable to either replace or refund.

I'd start with an e-mail to the seller declaring that a) the neighbour denies having the item and thus b) you require a replacement or a refund.    Mention the Consumer Rights Act 2015.

If that is ignored - chargeback

Starekss

So I did what you told me, I've sent official email today to the company, but no response.
I found email of the owner of company, sent him email, no reply either.
I called them but was instantly rejected, I believe they just blocked me. 
By charge back, you mean I should do a card dispute ?

PragmaticMoneySaver

Or you could just behave rationally and stop trying to make a huge issue out of something that isn't there.  It infuriates me how many people hours and hassle is caused by people just being incredibly stubborn - you're first post came across with an aggressive tone so I can only imagine how you approached this with DPD and the company.  That kind of attitude only invites a similar response. 

Do a bit of reading into Betari's box....

Starekss

PragmaticMoneySaver said:

Or you could just behave rationally and stop trying to make a huge issue out of something that isn't there.  It infuriates me how many people hours and hassle is caused by people just being incredibly stubborn - you're first post came across with an aggressive tone so I can only imagine how you approached this with DPD and the company.  That kind of attitude only invites a similar response. 

Do a bit of reading into Betari's box....

Can you point out where I came across aggressive in my post ? 
I am in the "consumers right" section, and you came here to tell me why I should neglect my consumer rights, and just accept the  fact that item was delivered to different address ?
"I can only imagine how you approached DPD" - another assumption based on what ? DPD was helpful and gave me confirmation in writing.
I only had problem with Kevin from customer services of CSN.
I already explained, I was shouted at within first 30 seconds of the phone call, without me being aggressive. I ASKED for them  to contact DPD and rearrange delivery. They failed to do so. I asked for a refund and I was called a liar and pathetic.
If they would politely ask me to collect it because they accidentally agreed to deliver it elsewhere, I would collect it.
However, considering how I was treated, I refuse to collect it.
You are straight away assuming that I was rude because I was insulted by CSN employee.
Maybe you should accept the fact that I was not rude, and I was in fact treated badly ? 

born_again

Starekss said:

So I did what you told me, I've sent official email today to the company, but no response.
I found email of the owner of company, sent him email, no reply either.
I called them but was instantly rejected, I believe they just blocked me. 
By charge back, you mean I should do a card dispute ?

Forget the chargeback. If the company have anything about them. It will be rejected as they have proof of delivery. (does not have to be to your address)
Which is all a non receipt chargeback need to be rejected.