Returned item lost by company

Ripper

Ripper

Ripper

Soldato
Joined
25 Jan 2003
Posts
11,571
Location
Newark, Notts
Hi all. Long story short:

Bought item (£199.99) using PayPal pay in 3.
Recieved item, didnt like item.
Initiated return.
Returned product.
Delivery company confirmed delivery with photographic evidence.
Company stated that they have not received item and to contact delivery company.
Delivery company confirm they have delivered item.
Company reiterate they have not received the item.

Where do I stand?

I'm about to send an email complaint to said reputable company with all details. Where can I take this next if there isn't a resolution?

Any advice welcomed!
 
Mercenary Keyboard Warrior said:
Thats not so good as it means the contract is between you and evri.

Is the photographic evidence any good?
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Yes and no. The slight curveball is that the photographic evidence shows two parcels. One being mine, the other being someone else's return with an (obviously) different RMA number on the label. You can't see the label on my parcel in the picture.

Their response was that it was a different parcel in the image, but mine is also there. Image below:

 
That looks to me to be a bit of an *oops* by the Evri driver to be honest, they've got no real proof they delivered your parcel with your RMA number.

That being said, it wouldn't surprise me if the company have realised this and are trying to pull a fast one.

My first step would be to point out in your complaint that is clearly your return in the photo, and ask if the reputational damage from your reviews explaining the situation is worth it to them (while obviously you have no proof they are being dishonest, as long as you are factual in your review then they will have no legal comeback)

If they don't "manage to find" your return and still insist they haven't received it, then I think escalation with Evri and ultimately small claims against them will be the "endgame"
 
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How trustworthy is the company - picture doesn't seem to show a conventional delivery at a reception ...
if the company is legit then maybe evri guy realised value and stole it .. so maybe I'd pursue that angle with evri, compensation TC's are void if stolen.
e: receiving company wouldn't have know what image was , either.
 
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Reputable mobile phone provider who also sell electronic products. I will push for a resolution with them and see what happens, I’ve sent a long complaint email with all details so fingers crossed
 
With that photo, who's to say your actual package was actually handed over??

I'd want the photo to show the label and it physically being in the hands of the receiver at least.

Had something related to this a while back. Opened the front door, the delivery guy gives me the parcel and takes the photo and walks back to his van.
I looked at the label and the name and address is wrong so I tell him and hand it back.
As far as records go, at that point it would show as having been delivered, with the photo (what ever angle it is) being the "proof."

Didnt hear anything more so guessing it was all sorted out.
 
gort said:
With that photo, who's to say your actual package was actually handed over??

I'd want the photo to show the label and it physically being in the hands of the receiver at least.
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I have had amazon driver specifically make me move to avoid any part of me being in the photo as they have apparently been instructed that customers cannot be in the photos due to data protection laws or similar. SO it might be an issue to have photos of being handed over. When anyone delivers to our parcel box too, they can only show it "on the lip" as it goes through the gap/slot, as once its in you obviously cant see it.
 
If only there was some way we could get the person receiving to confirm they had done so, maybe some kind of distinct sign, or they could write their name in a special way maybe...

Nah, would never catch on!
 
Haggisman said:
If only there was some way we could get the person receiving to confirm they had done so, maybe some kind of distinct sign, or they could write their name in a special way maybe...

Nah, would never catch on!
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Unfortunately Evri will frequently fail to collect a signature, even when you pay extra to make sure that the item you send is signed for.

I've had to get in touch with them over it before, pictures of items left at doors and the excuse I got was that it was due to Covid, this was late last year I might add.

I do occasionally use Evri for convenience as there's a drop off five minutes away from me, but only on relatively low price items now that I'm not too concerned about.

www.moneysavingexpert.com

Do I need parcel protection insurance for sending parcels?

£670 million is lost to parcel delivery problems every year, but paying for parcel protection insurance is NOT a no-brainer: your consumer rights give you parcel protection for free. MSE explains your rights and how to complain if your parcel's lost, damaged, or stolen.
www.moneysavingexpert.com www.moneysavingexpert.com

Even if you didn't pay for the extended insurance Evri may still be liable if they've delivered to the wrong place or have lost your package, but I'm not 100% on that so someone else might be better able to clarify.
 
ask citizens advice if its worth going to a small claims court

it would cost u like 50 quid or so max, you got evidence its been delivered. not your fault if it gets lost in their hands
 
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