Problems with DUSK - goods not received

Lukash

Hello, I placed an order for two items from DUSK on 7 April. On Friday 11 April I had an email from Evri saying the items had been delivered, but they weren't. I checked the tracking records on Evri, and saw the delivery photo - it wasn't my house, or even any of the houses in the row. On Saturday I contacted both Evri and DUSK about it. With DUSK there's currently no way to phone them to speak to someone. I received an automated response asking me to check the property and with the neighbours to see if they'd received them - they hadn't. I then received an email from someone asking me the same thing, and also to fill in a Denial of Receipt form with tracking numbers for Evri, which I did. I was also told that DUSK's Carrier & Credits Team would be in touch shortly, and asked if I want a replacement or refund. I responded, letting them know I'd like a replacement if possible. That was the last I heard from them. I subsequently had an email from Evri confirming that they'd delivered the parcels to the wrong address and that I should take it up with DUSK to discuss options. I've sent three further emails to them but have had no reply. I paid for the goods in good faith, the carrier has admitted they delivered them to the wrong place, and I haven't received the goods. I understand that it's the retailer's legal responsibility to sort it out, but how can it be resolved when they just don't respond? Any advice would be much appreciated.  

sheramber

How did you pay?

Olinda99

how did you pay DUSK ?

Lukash

I paid by Debit card.

Lukash

Apologies, I paid by PayPal.

born_again

Lukash said:

Apologies, I paid by PayPal.

Open non receipt claim with PP

Olinda99

yes go to Paypal, open a claim

Lukash

Will do, thanks very much

pinkshoes

Lukash said:

Hello, I placed an order for two items from DUSK on 7 April. On Friday 11 April I had an email from Evri saying the items had been delivered, but they weren't. I checked the tracking records on Evri, and saw the delivery photo - it wasn't my house, or even any of the houses in the row. On Saturday I contacted both Evri and DUSK about it. With DUSK there's currently no way to phone them to speak to someone. I received an automated response asking me to check the property and with the neighbours to see if they'd received them - they hadn't. I then received an email from someone asking me the same thing, and also to fill in a Denial of Receipt form with tracking numbers for Evri, which I did. I was also told that DUSK's Carrier & Credits Team would be in touch shortly, and asked if I want a replacement or refund. I responded, letting them know I'd like a replacement if possible. That was the last I heard from them. I subsequently had an email from Evri confirming that they'd delivered the parcels to the wrong address and that I should take it up with DUSK to discuss options. I've sent three further emails to them but have had no reply. I paid for the goods in good faith, the carrier has admitted they delivered them to the wrong place, and I haven't received the goods. I understand that it's the retailer's legal responsibility to sort it out, but how can it be resolved when they just don't respond? Any advice would be much appreciated.  

I'd open the dispute with Paypal, but you're going to have to fight your corner as they will use the tracking number and delivered status as their defence and will probably win. 

Their website gives no phone number, and the only address I can find is in Doncaster under the "returns" section, but having checked, it does exist on google maps at least!

If you don't win the Paypal battle, the the next step would be a "Letter Before Action" giving them 14 days to refund in full or replace the missing items.