Help with a Delivery Dispute
Ask a Question
So i ordered some trainers from 18montrose and selected to have them delivered to my local newsagents. I received a text saying it had been delivered, but when i went to collect the staff told me there was nothing for me. I called DPD who told me that the parcel was there but my name did not match the name of who it was for and so i needed to go back to the retailer to get them to contact DPD to open an investigation.
18montrose has opened investigations but for some reason are completely disregarding the information about them sending it to the wrong person and just acting like the parcel hasn’t arrived. Dpd sends the report back with the GPS evidence and a picture to prove it has been delivered, then 18montrose just says it’s been delivered and that’s that.
They don’t seem to be able to comprehend that i know the parcel has been delivered but I can’t take ownership of it because they’ve sent it to the wrong person.
The last communication i got from them told me i need to open a civil case with the newsagents even though its 18montrose’s fault.
I’m pretty shocked by this situation and pretty annoyed to be honest. Has any one ever had to open a civil case and can give me details on what’s required etc.
Also has anyone been in a similar situation to this and how did you solve it?
I haven't and can't but this happened to the mother of a work colleague recently, wrong name so her ID was useless. Not sure if it's been resolved but it wasn't with the company you mention.
emmabeckz i used paypal and have opened a dispute there but the company have responded several times to say that they have opened the investigation and then closed it.
The trainers were £30 and I don’t know what a civil case entails so not sure if it will be worth it but at the same time i have paid so don’t want them to get away with it.
So i looked into the fees and it’s £35 to make open a civil case and the trainers value was £30. This is really unfair tbh, i pay my money and get nothing yet everyone else is fine. I guess that’s the way of the world sometimes, the most honest person gets done over.
Marked as delivered, but ain't there? Sounds like someone snatched the package.
If the retailer is stubborn and refuses to refund you or provide a replacement, there's just one solution left, talk to your bank to get the money back (also known as a chargeback).
PhilipMarc yeah i have disputed it with paypal but my worry is if DPD are saying it’s been delivered and have a picture to confirm this then paypal won’t refund me.
I dont see how the proof DPD have confirms anything, surely a delivery drive can just go in the store snap and pic and then take the parcel back out.
jms19 Yodel and Hermes are kind of professionals at marking it delivered and then taking it back, but moreso Yodel than Hermes.
DPD for me is reliable so this is disappointing of them.
It might be worth going to one of the consumer TV programmes and see if they can help. Our local news does a bit in the week where they help out local residents with various issues. I bet they could get it sorted out as the companies don't like the bad publicity.
If you ordered something online the contract lies between you and the retailer. It has nothing to do with the newsagent or the courier for a replacement or a refund. If you have paid by Paypal. You are covered by buyer protection. Give them a ring. They are based In London. Talking to them live on the phone Is better than an online form. If you have linked your debit/credit card to Paypal, you are also covered by your bank or Issuer. We do have consumer rights at the end of the day between us and the company. That Is where the contract begins and ends. I have had lots of refunds from Ebay because the Item was severely late or had a defect. Amazon was the same too. I always got a refund. If the parcel was sent and It was In another name, that Is down again to the retailer to sort It out. Chasing DPD has nothing to do with you. Dont let 18montrose fob you off saying you have to open a civil case. You dont. That Is down to them and not you against the courier. If you have an account with 18montrose and all your address details Including your name Is correct then It Is their fault. You have done your bit by visiting your local newsagent. You cant collect It because Its In another name. Its down to the retailer and the courier company alone. Ring Paypal
Thanks for all the advice, guess i will have to call paypal on monday and see where i stand.
jms19 If you've opened a case on PayPal and PP have made their mind up, they'll probably not undo that decision. There's just the option of chargeback if the retailer refuses to refund you.
PhilipMarc yeah paypal hasn’t made a decision yet, guess it’s just a waiting game at this point. Thanks for your advice
Basically its a waiting game i'm afraid, The newsagent should be in possession of the parcel and when it's not collected the parcel will eventually get returned to the sender if it has not been collected and at this point they should refund you.
I had a issue with Hermes hate that delivery company couldn't get anywhere with them so I got into with resolved within a week I got my refund
Join for free to get genuine deals, money saving advice and help from our friendly community
Chief Bargain Hunter
