Evri parcel delivered but contents missing

shabnamp182

I really need some advice from anyone regarding an order I placed with Footasylum for a pair of trainers and 2 t shirts. It was delivered by Evri to a neighbour 2 doors down from my house as I was at work. When I got the parcel and opened it the trainers were missing, so I contacted Footasylum who asked if the package had been tampered with. The package had been sellotaped at the back but Footasylum decided after asking for lots of pictures of the parcel that because they had cctv footage to show they packed all 3 items in the warehouse and they could not see the any signs of tampering on the proof of delivery photo taken by Evri which was the front of the parcel they refused to refund or replace the trainers! I don’t know what to do! How do I prove that I haven’t received these trainers?? They didn’t even bother to investigate it with Evri, after a nearly 45 min chat session they just ended the chat because they did their internal checks and decided I wouldn’t get a refund or replacement. Does anyone have any suggestions or advice to help please. Thank you in advance

MeteredOut

How did you pay for the goods, and when? Did you authorised the delivery to an alternate location?

shabnamp182

I paid using my debit card and on the 16/04/24. I didn’t authorise delivery to any other house, I just selected standard delivery. 

Since then I have noticed the weight of the parcel printed on the Evri label is 340g. I weighed the 2 shirts that were n the parcel I received and they weigh 300g alone, so it looks like the trainers never made it in the parcel or they were removed at some point before they were despatched. 

I went back to Footasylum with this information by I’m shocked with their response! They said they wouldn’t reply or investigate my complaint further and this was their final decision. I can’t believe treat people like this!

macman

Try a chargeback on your debit card as the next step. Non-delivery of goods. 
If that does not work, then an LBA and the small claims process are your only option.
A credit card would have given you full S75 protection, but too late now.

MeteredOut

Anecdotally, I'm hearing/reading more and more about these "what the seller said was delivered is not what I received" type stories, to the extent that, going forward, for any significant purchases, I'll be looking to video the delivery of the item (when it is hand delivered) and the opening of the same.

shabnamp182

The bank gave me a refund, Footasylum said they believed I had both t shirts and the trainers regardless of the weight of the parcel as they had cctv evidence saying the items had been put in the package!

RefluentBeans

MeteredOut said:

Anecdotally, I'm hearing/reading more and more about these "what the seller said was delivered is not what I received" type stories, to the extent that, going forward, for any significant purchases, I'll be looking to video the delivery of the item (when it is hand delivered) and the opening of the same.

I think the raw number is increasing but the amount of packages being sent is increasing, and the vast vast majority get delivered safely and without issue, so the % of troublesome parcels stays broadly the same. 

Also worth noting that every courier company has a bad rep to some people. I’m sure if I said ‘I love <insert courier company>, they always get my parcels on time and never had any issues’ people would then jump at me with loads of problems they’ve had. 

It’s also been shown (from posts on here from the likes of Amazon) that they don’t believe recording yourself is anymore credible. 

It may help tip the balance of probabilities in a court, but in all reality the court is more likely to believe consumers if they take it all the way to court as it’s a long way to go to scam a company out of money, and perjury is a criminal offence. 

born_again

shabnamp182 said:

The bank gave me a refund, Footasylum said they believed I had both t shirts and the trainers regardless of the weight of the parcel as they had cctv evidence saying the items had been put in the package!

Don't forget that Footasylum have 45 days to contest. If they do then you could be redebited. Even if they do not, they can still take the legal route to claim the money back from you.
As chargeback are card regulations & have no legal standing.