Retailer Website (OFFICE SHOES) Critical Issue with Address Handling.

S0lex

I recently ordered a pair of shoes from Office Shoes online and experienced the following issues that led to a personal loss of over £100.  I'd love any advice about the technicalities of the issue or how to resolve... 

Here are the facts presented simply...

1. My parcel was not delivered to the correct address due to what I believe is a critical issue with the Office Shoes website’s handling of address information when using Apple Pay.

   1.1 I entered what I know was the correct delivery address on the Office Shoes website.
   1.2 When I chose to pay using Apple Pay, the site continued to show this correct address, giving no indication that anything had changed.
   1.3 It appears that, in the backend, Apple Pay substituted this address with an incorrect one linked to my payment method. Importantly, there was no visible notification or update on the checkout form to inform me of this change.
   1.4 I then received a DELIVERY CONFIRMATION EMAIL that also confirmed the address I had provided, leaving me confident that the correct information was being used.
   1.5 Ultimately, the parcel was sent to a different address and lost, and in my opinion, this was due to the lack of transparency in the website’s backend processes.

2. Responsibility and the Consumer Rights Act 2015
   2.1 From my understanding, under consumer law, it is the retailer’s responsibility to ensure items are delivered to the address provided and confirmed.
   2.2 I did everything on my part, including entering the correct address and verifying it via the confirmation email.
   2.3 The issue seems to be that the Apple Pay integration allowed an address change without clearly communicating this to me, which, in my view, is a flaw in their system.

3. Acknowledgment of Address Permissions
   3.1 I understand that payment services like Apple Pay are given permission to supply addresses, but I believe that any change they make should be clearly communicated to the customer and override what has been entered, or at least visibly updated before finalizing the order.

   3.2 The email confirmation from Office that showed my shoes would be delivered to the correct address that I entered is proof that there was an error on their side and an obligation to deliver it to this address.  

Please help

tacpot12

It does sound like it is a flaw in Apple's system. I hope you can get your money back. 

Ergates

Don't get too caught up in the "how" of what happened, it's largely irrelevant to you (but probably of interest to the retailer).

You ordered, and paid for, an item, providing the retailer with your correct address.  The item was not delivered into your possession at the provided address.  Where the parcel ended up is not your problem.   How the parcel ended up there is not your problem.  

The retailer should either refund you in full (including postage) or deliver the item you have paid for.

What is the retailer saying?

Aylesbury_Duck

Ergates said:

Don't get too caught up in the "how" of what happened, it's largely irrelevant to you (but probably of interest to the retailer).

You ordered, and paid for, an item, providing the retailer with your correct address.  The item was not delivered into your possession at the provided address.  Where the parcel ended up is not your problem.   How the parcel ended up there is not your problem.  

The retailer should either refund you in full (including postage) or deliver the item you have paid for.

What is the retailer saying?

That's how I see it, too.  All the "back-end" website stuff is irrelevant - OP has evidence that the correct delivery address was on the order.  The retailer hasn't successfully delivered to that address, so owes OP what they paid for, or a refund.

Just out of curiosity, how do you know the item was lost, and why was it a problem that the shoes were being delivered to what I presume is your home address?  Working away from home and no sign of a parcel on the doorstep, perhaps?

born_again

What address does your Apple account show?
It could be that like PayPal any payment using that method go to the address that is held on their system as a security measure.

So could explain why retailer is showing address you gave, as their system is not integrated enough with Apple to show a address change.

So were they being delivered to your home address?

annabelleji

I’m really sorry to hear about your experience. Based on your explanation, it seems the issue lies with how Office Shoes handled the Apple Pay address integration, which led to confusion. Under the Consumer Rights Act 2015, you're absolutely right: it’s the retailer's responsibility to ensure the correct address is used and the item is delivered accordingly. Since the confirmation email showed the correct address, Office Shoes should have honored that. I recommend contacting their customer service immediately, referencing the issue with Apple Pay’s address substitution, and your confirmation email. If they don’t resolve it, you may want to escalate it or contact your bank for a chargeback.

DullGreyGuy

tacpot12 said:

It does sound like it is a flaw in Apple's system. I hope you can get your money back. 

Its not a flaw in the Apple System.

Your Apple Wallet has a default shipping address, you can set this to whatever you want in the world. 

When you add a card you are required to confirm the billing address for that particular card, naturally this can vary by card especially if you have personal and company cards. 

When you make a payment online Apple provides these to the merchant, it's part of the agreement you have with Apple to authorise them to do so. 

It is totally in the merchants control if

1) They bother asking for a delivery address if ApplePay is chosen as the payment method 
2) If they allow deliveries to an address that is different to the billing address 
3) What happens if the customer gives the merchant one delivery address and then authorises ApplePay to give the merchant a second default delivery address that is different to the one provided directly

It's not unique to ApplePay, very similar can and does happen with PayPal. 

Never bought from Office online before so cannot say what happens with their site. I have had other sites however shortly after moving home and going to use PayPal and spot, after coming back from PayPal to the merchant, that the address I've given has been changed to the one on PayPal. Thankfully I spotted it before pressing the buy button so could go back and correct. The Mrs didnt spot it when she made a purchase but thankfully we only moved 200m down the road and the building Concierge handed it over to her. 

The OP isn't correct that it's a billing address problem, unless office only allows it to go to the billing address. Would need someone wanting to buy something from them to understand the full flow to know if they were ultimately presented it with the changed delivery address before they finalised the transaction (as was the case for me) in which case it would be unfortunate but a user error. If it doesn't then you are in muddy territory as technically the OP gave them two delivery addresses and its would be down to the lawyers to argue that one should have override the other or not.