Non delivery of goods ordered online at John Lewis

LotLou

My daughter, who lives next door to me, ordered a very expensive £579 Christmas tree several weeks ago along with another small item. A few days later my husband signed for one small parcel, which according to our daughter was the minor item within the same order. However, the delivery did not include the seven foot potted Christmas tree, (I am sure my husband would have noticed a large Christmas tree!), photographic proof was not taken.

John Lewis are now insisting that my husband,  the neighbour, who signed for the small parcel, has kept the Christmas tree, and that they are not liable for the missing tree. They are indirectly accusing my daughter and her father of dishonesty.

John Lewis says they have proof of delivery but will not give us evidence of the proof. We know that cannot be the case as the tree was definitely NOT delivered.

Having contacted our local DPD delivery driver and the depot responsible for the original delivery, we now have managed to ascertain that the delivery did in fact NOT include a Christmas tree. 

The driver has visited my daughter and confirmed that he did not deliver a Christmas tree and that he delivered a small parcel only. 

The DPD depot manager has reviewed their CCTV footage of the loading of the relevant delivery van and can see a Christmas tree sized box was NOT loaded on to vehicle. He has also confirmed that the tracker code linked to the Christmas tree is associated with a small parcel which arrived at the DPD depot in a tote box (which normally contains standard envelope sized deliveries - NOT 7ft Christmas tree size box) 

It would appear that the mixup has occurred with John Lewis. According the DPD depot manager, the mix up is at John Lewis's end, the barcode associated with the delivery was obviously incorrect at the outset. This needs need to be investigated by John Lewis but they will not listen or accept the evidence we have presented to them.

John Lewis keeps insisting that the case is closed. They have side stepped, ignored and resisted all our efforts to get this gross injustice corrected and my daughter reimbursed or the very expensive Christmas tree delivered as per their contract with my daughter.

John Lewis has not honoured their side of the sales contract with my daughter, (Consumer Act 2015).

My daughter did not employ the courier service to deliver the tree. John Lewis contracted DPD.

My daughter did not state a safe place to leave the Christmas tree.

My daughter is frantic having tried to get customer services to understand and accept that the missing Christmas ;tree has not been delivered. She has two small children and no tree for Christmas. 

John Lewis Customer services have been totally unhelpful and dismissive and have washed their hands of the whole affair.

What can my daughter do?

Aylesbury_Duck

LotLou said:

My daughter, who lives next door to me, ordered a very expensive £579 Christmas tree several weeks ago along with another small item. A few days later my husband signed for one small parcel, which according to our daughter was the minor item within the same order. However, the delivery did not include the seven foot potted Christmas tree, (I am sure my husband would have noticed a large Christmas tree!), photographic proof was not taken.

John Lewis are now insisting that my husband,  the neighbour, who signed for the small parcel, has kept the Christmas tree, and that they are not liable for the missing tree. They are indirectly accusing my daughter and her father of dishonesty.

John Lewis says they have proof of delivery but will not give us evidence of the proof. We know that cannot be the case as the tree was definitely NOT delivered.

Having contacted our local DPD delivery driver and the depot responsible for the original delivery, we now have managed to ascertain that the delivery did in fact NOT include a Christmas tree. 

The driver has visited my daughter and confirmed that he did not deliver a Christmas tree and that he delivered a small parcel only. 

The DPD depot manager has reviewed their CCTV footage of the loading of the relevant delivery van and can see a Christmas tree sized box was NOT loaded on to vehicle. He has also confirmed that the tracker code linked to the Christmas tree is associated with a small parcel which arrived at the DPD depot in a tote box (which normally contains standard envelope sized deliveries - NOT 7ft Christmas tree size box) 

It would appear that the mixup has occurred with John Lewis. According the DPD depot manager, the mix up is at John Lewis's end, the barcode associated with the delivery was obviously incorrect at the outset. This needs need to be investigated by John Lewis but they will not listen or accept the evidence we have presented to them.

John Lewis keeps insisting that the case is closed. They have side stepped, ignored and resisted all our efforts to get this gross injustice corrected and my daughter reimbursed or the very expensive Christmas tree delivered as per their contract with my daughter.

John Lewis has not honoured their side of the sales contract with my daughter, (Consumer Act 2015).

My daughter did not employ the courier service to deliver the tree. John Lewis contracted DPD.

My daughter did not state a safe place to leave the Christmas tree.

My daughter is frantic having tried to get customer services to understand and accept that the missing Christmas ;tree has not been delivered. She has two small children and no tree for Christmas. 

John Lewis Customer services have been totally unhelpful and dismissive and have washed their hands of the whole affair.

What can my daughter do?

1. Buy a cheap Christmas tree so that the children's Christmas isn't ruined - I doubt this is getting sorted this side of Christmas.
2. How did your daughter pay?  Hopefully by credit or debit card?  If so, she should speak to her card provider about a chargeback.
3. Get your daughter to stick to the facts and not bandy around hyperbole like JL accusing her of dishonesty, it won't help and might just slow things down.  There's no need for her to be frantic, there are plenty of places to buy a tree from in the next few days, and this will get sorted with all the evidence she has, it will just take time.

Manxman_in_exile

Have you presented to JL all the evidence from DPD that (1) JL never supplied a Christmas tree to DPD for delivery to you, and (2) that DPD never delivered a Christmas tree to your daughter (or her father)?

And now for the second time within 30 minutes:

"Escalated Complaints Process

If you've contacted us and you feel that we haven't resolved your complaint satisfactorily, please email or write to our Head of Customer Service Team:

Email: Head_of_Customer_Service@johnlewis.co.uk

Write: Customer Relations Department, John Lewis & Partners, PO Box 3586, Glasgow G73 9DW"

I doubt it'll be sorted before Christmas...