Missing Package - advice please
Discussion
Just wanted a little advice from the knowledgeable bunch of PH members if possible.
Mrs.T66 recently ordered some goods online - under £100. Package never arrived, but some other stuff (ordered from a different company on the same day) did - but was left in the vestibule of our apartment block, which I picked up on arrival home from work.
The company that she ordered the missing items from have told us the parcel was sent on the 5th February, and aren't interested in it's whereabouts now - they say that as we paid for postage and packaging then it's our contract with the post office/parcel delivery people, so it's not their place to chase this.
No sign of the parcel in the apartment block, nor with neighbours - we can't even find out if it even reached our address.
Question is - who actually IS responsible for the cost of the goods in this instance? Company say not them, and won't refund. We have no tracking info to query at the local Sorting Office, and as it's under £100 the Credit Card people aren't interested either!
Thank you in advance for any help/advice.
Mrs.T66 recently ordered some goods online - under £100. Package never arrived, but some other stuff (ordered from a different company on the same day) did - but was left in the vestibule of our apartment block, which I picked up on arrival home from work.
The company that she ordered the missing items from have told us the parcel was sent on the 5th February, and aren't interested in it's whereabouts now - they say that as we paid for postage and packaging then it's our contract with the post office/parcel delivery people, so it's not their place to chase this.
No sign of the parcel in the apartment block, nor with neighbours - we can't even find out if it even reached our address.
Question is - who actually IS responsible for the cost of the goods in this instance? Company say not them, and won't refund. We have no tracking info to query at the local Sorting Office, and as it's under £100 the Credit Card people aren't interested either!
Thank you in advance for any help/advice.
MikeT66 said:
they say that as we paid for postage and packaging then it's our contract with the post office/parcel delivery people, so it's not their place to chase this.
By the same token, you also paid for the goods too - are you on your own with the manufacturer if they are faulty?Of course not.
You paid them to deliver goods. They paid the courier. They have a contract with the courier, not you.
I can't believe a company of even a reasonable small size has said this? Who are they out of interest?
MikeT66 said:
they say that as we paid for postage and packaging then it's our contract with the post office/parcel delivery people, so it's not their place to chase this.
God loves a trier.
If you've paid by Credit Card or Paypal, you can easily do a chargeback or open a dispute. Not sure about debit card, but you wont need to get anywhere near a Small Claims court.
Ask them for the tracking number - if they've sent something worth £100 without it they're idiots. My guess is they haven't sent anything.
eta - didn't know about the under £100 thing. I'm surprised though as we had a chargeback done on us last year & that was definitely under £100.
Edited by northwest monkey on Thursday 12th February 11:50
Thanks for the advice, chaps. I'll get back onto them.
Not sure exactly which company it is, Justin - Mrs.T66 says it's some clothing. Hope it's not The Giant Dildo Company and she's ordered a size that won't fit through the letterbox, though..!
Only joking, Mrs.T66 - just in case you read this!
Not sure exactly which company it is, Justin - Mrs.T66 says it's some clothing. Hope it's not The Giant Dildo Company and she's ordered a size that won't fit through the letterbox, though..!
Only joking, Mrs.T66 - just in case you read this!
Assuming that you paid the vendor to deliver the goods:
It's up to them to prove that they delivered the goods to you.
No proof of delivery, no leg to stand on.
Any problem with the courier that they employed to deliver the goods is the vendor's problem, not yours...
It matters not that the vendor charged you separately for delivery, that is still a service provided to you by the vendor. How the vendor provides that service (ie through a courier) is absolutely none of your business.
If you independently paid money directly to the courier to collect goods from the vendor, things are different. The courier is responsible to you for failing to get the goods to you and the vendor's responsibility ended when the courier (your employee) collected the goods.
Hope that makes sense.
It's up to them to prove that they delivered the goods to you.
No proof of delivery, no leg to stand on.
Any problem with the courier that they employed to deliver the goods is the vendor's problem, not yours...
It matters not that the vendor charged you separately for delivery, that is still a service provided to you by the vendor. How the vendor provides that service (ie through a courier) is absolutely none of your business.
If you independently paid money directly to the courier to collect goods from the vendor, things are different. The courier is responsible to you for failing to get the goods to you and the vendor's responsibility ended when the courier (your employee) collected the goods.
Hope that makes sense.
In a nutshell, they paid the delivery agent (whomever it is) to deliver a package to you. Therefore the lack of delivery is down to the supplier, not you.
Perhaps they need to be reminded of it, and AFAIK you can do chargebacks on Debit cards, it's just a lot of hassle to do so.
If you went to SCC, their case would be thrown out in minutes.
HTH
Perhaps they need to be reminded of it, and AFAIK you can do chargebacks on Debit cards, it's just a lot of hassle to do so.
If you went to SCC, their case would be thrown out in minutes.
HTH
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