Royal Mail/Oodie missing parcel

ella2ethan1

So I bought 2x oodies in the Black Friday sale for Christmas presents, they were delayed and they tried to deliver on 11/12/23 but no one was home. I have doorbell footage of the courier walking out of my garden with my parcel and neither Royal Mail or oodie support are interested as it was tracked and he scanned it outside my house they are saying it was delivered. Where if anywhere can I go from here as I’m now £100 down?

prettyandfluffy

How did you pay for them?

ArbitraryRandom

ella2ethan1 said:

So I bought 2x oodies in the Black Friday sale for Christmas presents, they were delayed and they tried to deliver on 11/12/23 but no one was home. I have doorbell footage of the courier walking out of my garden with my parcel and neither Royal Mail or oodie support are interested as it was tracked and he scanned it outside my house they are saying it was delivered. Where if anywhere can I go from here as I’m now £100 down?

You didn't have a contract with Royal Mail, so have no rights there.

General advice is to get a crime reference number (report as parcel theft), then make a complaint to the seller - follow their complaints process all the way to the end/ask for a deadlock letter. 

If you submit all the evidence/provide the footage and they don't resend or refund, you have two 'options': 

1. Depending on your payment method, you may be able to get a refund (your payment issuer will want to see the evidence/that you have tried to resolve the issue directly with the seller first) 

2. If you can't get it back from your bank/paypal/etc, then you could send a letter before action to the seller followed by a small claims (which would cost £35 but be reclaimable if you win). Given what you've said, it sounds like you'd have a good case - they're not claiming it was left with a neighbour or similar, so the carrier would have no reason to leave your property with the parcel after attempting delivery, but small claims is never guaranteed. 

pinkshoes

Have you spoken to the RM courier if its perhaps a local/usual one.

We had the same with a parcel. We got a "We will deliver it tomorrow' card but it never turned up. I recognised the parcel delivery person so spoke to him and he tracked it down for me.

If you have cCTV showing them walking away with the parcel and it hasn't reappeared then you need to report the theft.

ella2ethan1

I showed oodie the footage but they were not interested, it was a new courier our postman said he’s had loads of complaints.

I paid via PayPal.

ArbitraryRandom

ella2ethan1 said:

I showed oodie the footage but they were not interested, it was a new courier our postman said he’s had loads of complaints.

I paid via PayPal.

The PayPal dispute process is here: https://www.paypal.com/uk/webapps/mpp/first-dispute 

You will have a stronger case if you report the parcel theft to the non-emergency police number so you can add the crime reference number to your case. 

The seller will provide the proof of delivery, and you may find the case is automatically closed in their favour... you then need to contact PayPal to speak to an actual person to get them to look at your evidence. 

If/when that doesn't work, your remaining option is a letter before action followed by the small claims court as I outlined above.