Order delivered to wrong address - parcel now missing

dank_2

My partner ordered something online and mistakenly put the wrong house number on the order. The delivery company, DPD, attempted delivery a couple of days ago, but our neighbour told them she wasn't the intended recipient, so DPD took the parcel back.

However, DPD's tracking system says that the delivery was successful, and there is a photo of our neighbour holding the parcel as evidence. I trust our neighbour, so I believe her when she says that the photo was taken before DPD took the parcel back.

DPD is reluctant to investigate this further. Before I escalate this, I want to know if there is any legal recourse that I can quote or take to help my complaint? I realise that giving the wrong address probably doesn't help our case in terms of asking the seller to intervene.

TELLIT01

Your neighbour would have had to have 'hands on' with the package to discover that it wasn't for them.  The problem you have, as you have pointed out, is proving that the neighbour didn't retain the package.  Some may ask why the neighbour didn't recognise the name on the package, but I had known many of my neighbours for years before discovering their surnames.

the_lunatic_is_in_my_head

https://www.legislation.gov.uk/ukpga/2015/15/section/29/enacted

(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.

There could be a huge debate about whether giving your neighbour's house number meets (b), such debate ultimately won't help you. 

However any responsibility that may exist for the issue lies with the retailer rather than DPD (unless you arranged the courier yourself rather than the retailer), have you contacted them to advise the parcel was refused and asked if they have further tracking from DPD to show where the parcel is located?

RefluentBeans

Go back to retailer. The contract for delivery is between DPD and the retailer. You can ask for an investigation, but they can just turn around and say that the contracts not with you. 

Your consumer rights are with the retailer. This may be a bit more complicated as you put the address in wrong, but the investigation should be initiated by the sending party (the retailer).

Jonboy_1984

The retailer may have additional tracking in their MYDPD account.

dank_2

Thanks for all the replies. We've passed this back to the retailer and asked them to assist. If anything, my other-half has learnt to triple check the delivery address when ordering in the future.