DPD delivery with high value item missing from parcel - proof of delivery query

PJ_B

Hi all - any advice or information/experience would be appreciated.

I ordered an iPad from Apple, together with accessories, total value around £1,500. DPD were the courier. The package handed to me was clearly damaged or tampered with, held together with 'DPD depot' tape and didn't seem heavy enough. I immediately opened it, found the iPad was missing and challenged the driver who hadn't yet pulled away. I've done the usual stuff in terms of raising a complaint with Apple and reporting to the police.

DPD are maintaining that because they took - without warning - a photograph of the outer package and my feet the full consignment has been delivered. Apple's customer communications clearly state that a signature is required for delivery, and Apple have subsequently told me - carefully caveated - that a signature is 'normally' required. DPD - a major carrier - has had no process for taking a signature since the pandemic and relies wholly on photographs. I would not have signed for this item - it was clearly visually damaged and I was sufficiently wary to immediately challenge the driver and insist the depot manager was put through to me on the driver's phone.

As context, the package had been with DPD for more than 24 hours and the depot manager confirmed to me that the photo records of its initial arrival with them and its state when sent for second delivery attempt show a difference in condition. The time stamp of the proof of delivery image is 2 hours earlier than was actually the case - the driver was running late and presumably altered times so that the DPD system showed on time performance.

Is this a legitimate proof of delivery, given I had no opportunity to reject the parcel. And how does this affect any ability to make a claim via CC provider if Apple too take the view that proof of delivery exists - their customer service so far has been appalling.

Many thanks

HillStreetBlues

Does the photo taken show the DPD tape?
The dispute isn't about delivery everyone agrees something was delivered,  the dispute is about what was delivered, so wouldn't have made a difference if you signed for it or not.

PJ_B

Thank you for the reply. The DPD tape is partially visible - I don’t think that can be contested. I guess my query was around the ability to reject a clearly suspect package, which I could have done had a signature been requested. It feels problematic that Apple claims to need a signature but in fact contracts to a courier only offering doorstep photos, which aren’t an equivalent process.