Missing items from delivery

6 Posts


Hello.
I purchased items from Boohoo and paid via klarna with my credit card.
My husband excepted the parcel as I was at work. The Evri delivery driver said the bag arrived to them opened. When I got home I realised 6 items were missing. I raised a case with boohoo saying its missing. They have come back to me say the below...
Hello Annabelle,
Thank you for your patience in letting us investigate the missing items from your order.
I have reviewed the footage of your order being packed and can see that all the items have been packed and the package has been securely sealed before leaving our warehouse.
Based on this information, we will not offer you a replacement or refund for the items. Any future claims of missing items may be investigated by our Fraud and Loss Prevention team.
Thanks
Jay
I am absolutely livid. I already contacted klarna who have paused the payment. I have emailed boohoo back.
Where do I stand on this issue. It totals to £107.60.
Thank you in advance.
I purchased items from Boohoo and paid via klarna with my credit card.
My husband excepted the parcel as I was at work. The Evri delivery driver said the bag arrived to them opened. When I got home I realised 6 items were missing. I raised a case with boohoo saying its missing. They have come back to me say the below...
Hello Annabelle,
Thank you for your patience in letting us investigate the missing items from your order.
I have reviewed the footage of your order being packed and can see that all the items have been packed and the package has been securely sealed before leaving our warehouse.
Based on this information, we will not offer you a replacement or refund for the items. Any future claims of missing items may be investigated by our Fraud and Loss Prevention team.
Thanks
Jay
I am absolutely livid. I already contacted klarna who have paused the payment. I have emailed boohoo back.
Where do I stand on this issue. It totals to £107.60.
Thank you in advance.
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"29 Passing of risk
(1)A sales contract is to be treated as including the following provisions as terms.
(2)The goods remain at the trader’s risk until they come into the physical possession of—
(a)the consumer, or
(b)a person identified by the consumer to take possession of the goods."
This means that the goods remain the responsibility of Boohoo until they are safely delivered into the physical possession of you (or your husband). It doesn't matter that they left their warehouse OK - what matters is whether they reach you OK. It's Boohoo's problem to sort it out with Evri, not yours. Boohoo either owe you a refund or a replacement.
I'd tell them to go ahead if they want their Fraud and Loss Protection Team to carry out an investigation into what Evri have done. In fact I'd encourage them to do so...
Obviously they are trying to scare you by suggesting that they will be investigating you. I'd call their bluff.
Insist on a replacement or a refund. Don't let them fob you off.
(Does your husband have evidence of the conversation between himself and the EVRI delivery man?)
I had a damaged parcel from Evri , the photo the delivery person took showed the damage.
So took a screenprint and submitted (this was ebay)
Checked a little while later and Evri had taken down the photo.
I would firstly look at the delivery photo from Evri and see if it shows the bag open. I would then contact your local Evri delivery driver and see if they are also willing to confirm that the parcel arrived to them opened.
Although it is Boohoo's responsibility until the parcel is delivered to you, in this case a parcel that was open was accepted.
Would've = Would HAVE (not 'of')
No, I am not perfect, but yes I do judge people on their use of basic English language. If you didn't know the above, then learn it! (If English is your second language, then you are forgiven!)
Rejecting the parcel would have solved the problem but it's not unusual for things to get damaged in transit and still be complete and I don't think it's unreasonable to take the parcel and then check the contents. Bear in mind EVRI could just have easily left it on the doorstep and legged it and it would still have been 'delivered'.
Of course if it went to court its up to the judge to decide but I imagine they'd look favourably on the case especially if EVRI provide some record of it being damaged.