CPW incomplete delivery

Midsguy

I've ordered a Pixel 8 Pro from Carphone warehouse 

They were supposed to deliver this phone on Thurs 12th, but I rescheduled it to the 13th. The phone didn't arrive on the 13th as the driver claimed I wasn't at home (yet took a photo of someone else's house to "prove" he'd been there.) This was DPD who told me they'd be back out to deliver it later on that day. This never happened. 

After much persuasion they agreed to delivery the following day. When the parcel was delivered in the morning I opened the package to find the phone wasn't in there, only the free watch that was part of the offer and a sim card. 

I immediately called CPW and let them know. Time has gone on and the latest is they say they have footage of the phone being packaged and they can trace it completely around the warehouse until point of dispatch (which I find a little hard to beleive.) 

DPD are saying they have proof of delivery and accept no responsibility. (Even though it appears they can't prove what was in the parcel.) 

CPW are saying its not their issue and I now have to go to court to try and resolve this. 

No email address I can complain to, no one to escalate it to, went into store and they aren't bothered. 

I'm just totally lost and I can't beleive I'm now £1000+ out of pocket and have to take companies to court to get what I've paid for.

 Can anyone please help as I don't know where else to go. 

Aylesbury_Duck

Speak to your card provider if you paid by debit or credit card, to see if they'll intervene.  Otherwise it's a letter before action and take CPW to court if they don't engage.

Midsguy

Aylesbury_Duck said:

Speak to your card provider if you paid by debit or credit card, to see if they'll intervene.  Otherwise it's a letter before action and take CPW to court if they don't engage.

The issue on that part is they won't give me anywhere to write (or email,) it to.

It's all phonecall and DM's and their response literally was "take us to court". 

GrumpyDil

Their website says to write to them at
The Carphone Warehouse
PO Box 689
SALFORD
M5 OPD. 

That said if you paid by credit card I would involve them as well as the credit card company would be equally liable for any failure to deliver the item. 

sheramber

Corporate Addresses

It's often necessary to use the postal office to deliver documents or to make a personal appearance at the actual address of the Carphone Warehouse corporate office. You may also need the address if you file a lawsuit in small claims court against them. Their address is Unit F, Townsmoor Retail Park, Great Bolton Street, Blackburn BB2 3PX

https://donotpay.com/learn/carphone-warehouse-customer-service/

diinozzo

So many complains of a similar nature on MSE and elsewhere. I would never order high value items online for that reason.

Jonboy_1984

Fun bit with carphone warehouse is if you order a click and collect from store, and they don’t have the stock they will often use DPD to deliver it to the store if not a scheduled delivery date for their own wagons…

born_again

GrumpyDil said:

Their website says to write to them at
The Carphone Warehouse
PO Box 689
SALFORD
M5 OPD. 

That said if you paid by credit card I would involve them as well as the credit card company would be equally liable for any failure to deliver the item. 

Given CPW response. Card co will no doubt say the same. 

GrumpyDil

born_again said:

GrumpyDil said:

Their website says to write to them at
The Carphone Warehouse
PO Box 689
SALFORD
M5 OPD. 

That said if you paid by credit card I would involve them as well as the credit card company would be equally liable for any failure to deliver the item. 

Given CPW response. Card co will no doubt say the same. 

Don't get me wrong as the OP clearly has a mountain to climb in terms of evidence but if I was in their position I would engage with anyone I thought might be able to help.

I suspect the volume of cases where there is a issue is tiny but it does make me think twice about delivery on very expensive items. 

visidigi

I would check the terms of the DPD change of delivery date very carefully. It may have transferred rights/eligibility on the basis DPD are now acting on the recipient instruction, not the shipper.

CPW will have logged the IMEI of the phone before dispatch - so it can be blocked if its showing as in-use in this market (and once blocked will likely be shipped out to another market where the block won't work).

Midsguy

Thanks everyone. 

I've just never heard anything like this before.

Anything could've been in that bag when it was delivered, the parcel had been on a van for 2 days so could easily have been opened and rebagged. Yet I'm the one that has to try and prove it wasn't there when DPD can't prove it was?