Thought I’d post here to see if I can get any advice. Sorry it’s long! Here’s what happened:

Tuesday –
– Evri emailed me saying my package was delivered, I open the email to see this is the photo they attached for proof of delivery…
– When I arrived home, my parcel of course was not there, I searched around the doorway, in the bin (have found Amazon packages in there before), and inside the entry after this door – nothing
– I called the store where the package was from, the first person I spoke to said she talked with the team and they would resend it to me. I was supposed to receive a confirmation email

Wed –
– I didn’t get the email, and the item only had 1 in stock online, so I called the store again
– This time they told me there was an investigation into the issue and they wouldn’t have an answer for a few days. They advised me to repurchase it and I would get reimbursed for the original order. So, I bought it again
-Later in the day they called me again to tell me they spoke with Evri and Evri said the package was delivered in a compliant way – apparently this photo was taken before they pushed the package through the letterbox, which of course I have no proof of 🙂
– The store said the only thing I can do at this point is call my bank and try to get them to reimburse me

Obviously I’m quite frustrated! Is there anything else I can do here?

by new_york_sheep

9 comments

  2. The shop has not provided you with order number 1. They need to refund you for it.

    How you get them to do it, or whether you should go to your bank to charge it back is beyond me, and legaladviceuk may be good for this.

  3. Ultimately the goods you ordered have not been delivered. That’s the store’s responsibility to sort out.

    If they’re not giving you a refund or sending you a new item, then you will need to do a chargeback.

    Though if you do the chargeback recognise that the shop may decline your business in future.

    Edit: Advice from Which magazine and template letter generator: https://www.which.co.uk/consumer-rights/advice/my-delivery-or-online-order-hasn-t-arrived-what-can-i-do-aLlda9w2pukM#my-delivery-isnt-where-i-was-told-it-had-been-left

  4. They (the delivery company) are supposed to put your item to a safe place. Now I don’t know what the legal definition of that is but I’d assume something along the lines of ‘a place not in easy reach of the public’ – obviously your letterbox as on that picture does not qualify.

    I had a laptop delivered and stolen because UPS left them in the common area of the building and it disappeared in the scope of some 15 mins. The seller had to refund me but after a police case eventually UPS was forced to refund the seller.

    TLDR it’s the shop’s responsibility to have the item sent out but ultimately that of the delivery company to handle it from the despatch onwards.

  5. Can you share what company you bought it from so I know to never to shop there? Disgraceful response from them.

  6. I once found an amazon parcel in the garden under the bench. This means that the driver had to climb over the wall to put it there.

  7. Tbh that’s the closest they’ve ever been to a successful delivery.

  8. Evri have responsibility for this and it was left in an unsafe place especially if you have your delivery settings as not to deliver if you are not home. Double check this on the app.

    As for getting a refund; you will need to tell the retailer the above as relevant to the story. Parcel left in unsafe manner, which is opposed to Evri regulations etc… The retailer should come back to you as will Evri, and then they will speak to each other.

    You can also register a theft; online with the MetPolice and this CRN can be sent to the retailer too. The online form takes about 15 mins max.

    Now if none of the above works, then you can inform the bank and then have a chargeback processed on your card.

    Best of luck 🤞🏻

  9. Talk to your bank / card and cancel the transaction, both if you can. Then let them a review with this pic (“first and last time I saw my package at home”) that’d help future customers prevent this, imho. Sorry this happened to you.

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