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Missing items from delivery



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.
Comments
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The full order remains the retailer's responsibility until it arrives safely to you. It hasn't done so, so they (the retailer) are responsible for refunding or replacing. Don't let them fob you off to Evri, it's their problem to resolve.1
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It's a sad fact these types of problems are occurring more often, soon we will have to video everything from when a parcel leaves the hands on the guy or lady delivering the package thought to opening and not finding things as they should be.1
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The retailer is saying that as the package left their warehouse with the full order. It's not their problem as they have footage.0
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Have Evri confirmed in writing that the parcel was open when they received it?0
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belle72 said:The retailer is saying that as the package left their warehouse with the full order. It's not their problem as they have footage.
"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?)
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Is there a photo of parcel when it got delivered?
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.
Let's Be Careful Out There0 -
I would also check if there’s a photo of the delivery. Evri usually take a photo and it should show if the parcel was damaged or tampered with.We check packing photos of all of our orders and will also check delivery photos to make a decision. A customer’s previous order history may also be a factor.0
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belle72 said: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 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.Should've = Should HAVE (not 'of')
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!)0 -
pinkshoes said:belle72 said: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 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.
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.0 -
belle72 said:The retailer is saying that as the package left their warehouse with the full order. It's not their problem as they have footage.Get the remaining items bagged up ready to send back, don’t open or try anything on. Since you used a credit card via Klarna, use their protection schemes. Once BooHoo receive holds on the transaction, they’ll maybe be more reasonable. It could end up costing them double if the card provider reverses the transaction. Their ‘we have a video from the warehouse’ evidence, wouldn’t be accepted because it’s irrelevant. Does their video clearly show your order details and address label? It wouldn’t make a difference, but ask them to screencap it for you. Call their bluff in full.Anything you can get from Evri, be it photo evidence or something in writing, would likely settle things in your favour much sooner.0
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