Package stolen from entrance

robdex1

Ordered something from smyths and I got a notification when I was out that it had been delivered. Arrived back and the package wasn't there. It is a block of flats and I think it was just left in the communal area. I didn't specify for it to be left in a safe place. Often couriers will leave packages there even though the management have put up signs telling couriers must not leave packages there and must be delivered to door. Do I contact yodel or do I go directly to smyths. What are the chances of getting it sent out again and what are my rights?

Ergates

Go to Smyths, your contract is with them and it is their responsibility to deal with the courier.

Your rights are clear - responsibility for items remain the responsibility of the retailer until they are passed into your physical possession (or of someone else nominated by you).  If packages are left, and go missing it is the retailers problem, and they should either resend the item or refund you.

The difficulty is in enforcing your rights - how retailers react to lost parcels varies wildly, so it's hard to say how smoothly the process will be.

robdex1

Ergates said:

Go to Smyths, your contract is with them and it is their responsibility to deal with the courier.

Your rights are clear - responsibility for items remain the responsibility of the retailer until they are passed into your physical possession (or of someone else nominated by you).  If packages are left, and go missing it is the retailers problem, and they should either resend the item or refund you.

The difficulty is in enforcing your rights - how retailers react to lost parcels varies wildly, so it's hard to say how smoothly the process will be.

Spoke to smyths. They said it would be passed on to the fraud department, something along the lines of them investigating the driver and this may involve the driver returning to the delivery location. Told could take up to seven days. Received an email a few hours later saying it would be redelivered. 

400ixl

Part of the problem is that delivery drivers get a minimum amount they have to deliver and if they are running out of time the mark them as delivered and then actually deliver them the next day to meet their KPI's.

Hopefully that is all it was.

The only time it it not the retailers responsibility is when you have given delivery instructions such as a safe place or deliver to a neighbour. Then you are taking the responsibility if anything happens. This is why it is best to never give instructions to either the retailer or the delivery company.

Glad it has been sorted though.

robdex1

400ixl said:

Part of the problem is that delivery drivers get a minimum amount they have to deliver and if they are running out of time the mark them as delivered and then actually deliver them the next day to meet their KPI's.

Hopefully that is all it was.

The only time it it not the retailers responsibility is when you have given delivery instructions such as a safe place or deliver to a neighbour. Then you are taking the responsibility if anything happens. This is why it is best to never give instructions to either the retailer or the delivery company.

Glad it has been sorted though.

It was delivered when they said because they had a picture. The issue is that all the delivery drivers just leave the package in the communal area even if not instructed to leave in a safe place. There is a sign up saying couriers must deliver to the customers door. There are two issues with that though, firstly they wouldn't have the time, and secondly you need a fob to gain access so would have to wait for each person to come down to collect the parcel which in no way is feasible for the driver

daveyjp

Royal Mail sent us a picture of a parcel they 'delivered' yesterday.  The problem was the photo was of the parcel leaning against next door's front door.  However the photo only showed the parcel and we only knew it was next door when they brought it round to us.

Ergates

robdex1 said:

Ergates said:

Go to Smyths, your contract is with them and it is their responsibility to deal with the courier.

Your rights are clear - responsibility for items remain the responsibility of the retailer until they are passed into your physical possession (or of someone else nominated by you).  If packages are left, and go missing it is the retailers problem, and they should either resend the item or refund you.

The difficulty is in enforcing your rights - how retailers react to lost parcels varies wildly, so it's hard to say how smoothly the process will be.

Spoke to smyths. They said it would be passed on to the fraud department, something along the lines of them investigating the driver and this may involve the driver returning to the delivery location. Told could take up to seven days. Received an email a few hours later saying it would be redelivered. 

Sounds like a good result - hopefully the redelivery will be done soon and to your person.