Missing parcel, what to do?
Discussion
I ordered a bottle of whisky on the 3rd of October from a supplier I've used quite a few times before. Standard T's & C's say delivery can take 14 days so when it hadn't arrived within 2 weeks I phoned them. Turns out it was delivered to my office on the 6th and signed for by somebody called "Leith".
The mailroom at my office haven't seen it and they don't know anyone called Leith. Reception haven't got a note of it in their mail book and the security office haven't got it either. Nobody knows who Leith is!
The supplier has said they have spoken to the courier who has confirmed they delivered it. Supplier is denying responsibility, as is the courier because as far as they're concerned they've delivered it and it's gone missing here. The driver who delivered it doesn't work for them any more which doesn't help matters.
Grrrrrr.
The mailroom at my office haven't seen it and they don't know anyone called Leith. Reception haven't got a note of it in their mail book and the security office haven't got it either. Nobody knows who Leith is!
The supplier has said they have spoken to the courier who has confirmed they delivered it. Supplier is denying responsibility, as is the courier because as far as they're concerned they've delivered it and it's gone missing here. The driver who delivered it doesn't work for them any more which doesn't help matters.
Grrrrrr.
Lefty Guns said:
The courier (citylink) are being pretty unhelpful. 
s.
"We've delivered it, it's been signed for."
Does your company receive many items via citylink? Have authorised signatories been agreed?s."We've delivered it, it's been signed for."
If it was addressed to You, at Your company and You, have not signed for it, then they have not delivered it as they should have. Kick up with the courier company, take it higher and make a formal complaint. And try and get the supplier to exert some pressure on them too, 'they have a very unhappy customer', etc.
I had this last week - I ordered something from Boots (Shampoo - long story) and paid for next day delivery. As it was late on Tuesday, Thursday was the ETA.
My office has 24/7 security so there's always someone in - but on Thursday the postroom guy left at 12. The DHL website said the package was delivered at 3 and signed for by the guy that wasn't there.
On Friday, I took this up with Boots (as is was with they that I have/had the "sales contract") and complained - they refunded the next day delivery charge and ordered a replacement straight away with no charge.
I spoke to DHL too (I didn't need to, but I did anyway) and demanded to know what was going on. They quoted the fact that it had been signed for by the postroom guy until I pointed out that he had left at 12. They then (surprisingly) gave me the number of the delivery woman who I called.
It turned out that there was noone in so she was going to deliver it on that day (Friday) - clearly what she'd done was realise that the parcel had to be delivered next day so clearly signed for it herself - why she didn't just talk to security who would have signed for it and opened the postroom is beyond me. She was clearly experienced enough to know the name of the postroom guy so being "new" was no excuse.
The moral here is that even if it's been signed for, there's still some comeback as you haven't received it. I'd talk it over with security to see if you can get hold of CCTV footage - failing that, report it as a theft - that'd get them moving along. I don't think you'll get much joy from the delivery person but try chasing the place you ordered the goods from as it is with them that you have the contract.
As it happens, Boots have clearly worked out that I've received the order and canceled the extra order. No loss
My office has 24/7 security so there's always someone in - but on Thursday the postroom guy left at 12. The DHL website said the package was delivered at 3 and signed for by the guy that wasn't there.
On Friday, I took this up with Boots (as is was with they that I have/had the "sales contract") and complained - they refunded the next day delivery charge and ordered a replacement straight away with no charge.
I spoke to DHL too (I didn't need to, but I did anyway) and demanded to know what was going on. They quoted the fact that it had been signed for by the postroom guy until I pointed out that he had left at 12. They then (surprisingly) gave me the number of the delivery woman who I called.
It turned out that there was noone in so she was going to deliver it on that day (Friday) - clearly what she'd done was realise that the parcel had to be delivered next day so clearly signed for it herself - why she didn't just talk to security who would have signed for it and opened the postroom is beyond me. She was clearly experienced enough to know the name of the postroom guy so being "new" was no excuse.
The moral here is that even if it's been signed for, there's still some comeback as you haven't received it. I'd talk it over with security to see if you can get hold of CCTV footage - failing that, report it as a theft - that'd get them moving along. I don't think you'll get much joy from the delivery person but try chasing the place you ordered the goods from as it is with them that you have the contract.
As it happens, Boots have clearly worked out that I've received the order and canceled the extra order. No loss
s"Unfortunately the bottles has gone missing in transit and this has been confirmed by the Edinburgh Depot"
and
"I have spoken with City Link who have confirmed the parcel has been lost. The name Leith was entered in the drivers sheet next to the wrong address.
I would like to apologise on behalf of city link for any inconvenience this has caused"
In other words the f
king driver nicked it.Lefty Guns said:
sleep envy said:
so does that mean you can at least get your cash back?
Well, yes, that was always their offer. The point is (and this is what has pissed me off) is that to buy a bottle of this stuff now is going to cost me probably double what it was originally.
I always wondered how a signature = proof of delivery 
Where I used to work a chap was caught "deliverying" digital cameras etc, signing them himself and selling them to a local pikey rather than getting them to the intended address!!!! He was sacked of course but even when people complained, the companies response was "well it has been signed for"
Where I used to work a chap was caught "deliverying" digital cameras etc, signing them himself and selling them to a local pikey rather than getting them to the intended address!!!! He was sacked of course but even when people complained, the companies response was "well it has been signed for"
illmonkey said:
Lefty Guns said:
sleep envy said:
so does that mean you can at least get your cash back?
Well, yes, that was always their offer. The point is (and this is what has pissed me off) is that to buy a bottle of this stuff now is going to cost me probably double what it was originally.The supplier are obliged to offer a refund or a replacement. If they cannot supply a replacement they are obliged to offer a refund at your original price.
They are under no obligation to supply a replacement from someone else due to rising prices, etc.
Muzzer said:
illmonkey said:
Lefty Guns said:
sleep envy said:
so does that mean you can at least get your cash back?
Well, yes, that was always their offer. The point is (and this is what has pissed me off) is that to buy a bottle of this stuff now is going to cost me probably double what it was originally.The supplier are obliged to offer a refund or a replacement. If they cannot supply a replacement they are obliged to offer a refund at your original price.
They are under no obligation to supply a replacement from someone else due to rising prices, etc.
t! I'd then push them for money due to the amount of time I've spent proving to them they were lying etc.Gassing Station | The Lounge | Top of Page | What's New | My Stuff