‘My parcel hasn’t arrived, what can I do?’ – Your rights when the postman lets you down
Twitter is flooded with complaints from customers claiming they’ve had to jump through hoops to get their rightly owed parcels – these are your rights if it happens to you
It’s happened to the best of us. You order an item on next day delivery (for a reason), cancel your morning work plans, and wake up early, waiting for the bell to ring… so you can finally get that all important package.
And then you wait… and wait some more, until you realise it’s not actually coming, because something, somewhere has gone terribly wrong.
In most cases, the missing post will eventually turn up, but in others, it can take weeks to arrive, if it makes it to your door at all.
On Thursday, TV property expert Kirstie Allsopp took to Twitter to complain after a £900 Amazon item she ordered online failed to show up.To make matters worse, the three firms which handled the package – Amazon, DHL and Yodel – all claimed her parcel had been ‘delivered’. In an attempt to get to the bottom of her seemingly missing post, Kirstie called the mobile number of her Yodel delivery deliver – only to be told he’s never actually been to London.
Since this story, Yodel has informed us that they are investigating the issue, and hope to have a resolution in due course.
Yodel has come under fire in recent months, after a MoneySavingExpert poll named and shamed the company as the worst for parcel deliveries in Britain, with customers describing its service as “poor” along with City Spring, iPost Parcels, DX and Hermes.
But, a quick search on Twitter reveals it’s not just these five firms that are receiving the lions share of complaints.
Royal Mail, TNT, DPD and many more are on the list of customers complaining about missing or damaged post, and in some cases packages being left out and exposed to thieves.
What the law says
When it comes to problems with deliveries, you have rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations, which came into force in June 2013 and replaced the Distance Selling Regulations.
Under the Consumer Rights Act, when you buy goods from an online retailer, they are responsible for the goods until you receive them.
So, if the courier loses the goods you ordered or they arrive damaged, the retailer is responsible for putting things right, not the courier.
“If your order is not delivered or the delivery company has been useless, you need to take the issue up with the retailer rather than the delivery company,” explains James Walker, founder of complaints service Resolver. “The retailer is responsible for the parcel until it is delivered to you, not the delivery company.”
John Pal, retail expert from the Manchester Business School adds: “If a retailer fails to deliver your goods on time, they are in breach of their contract.
“When you place your order with someone like Argos or Amazon, you agree to their terms and conditions – not the delivery company’s.”
Late post step 1: Get in touch with the retailer
If you ordered an item and it has failed to show up on time, the first thing to do is raise it with the retailer to find out if your item has actually been dispatched.
Once your query has been logged, it’s the retailer’s responsibility to track down your package. You may choose to speed things up by getting in touch with the delivery firm yourself.
Start with social media – it’s a lot faster than filling in an online form and you’re more likely to get a response within the hour.
Alternatively, call the firm’s customer services number to get an update on your purchase.
‘My package turned up late – can I get a refund?’
By law, goods should be delivered within a ‘reasonable time’. What’s reasonable will depend on the type of goods and the original estimate for delivery.
If you paid for express delivery but it failed to arrive in the promised time frame, you can ask for the cost of express postage back.
However, if you paid for standard delivery – or you got it free – you cannot claim normal postage costs if the item arrives, even if it turns up later than the estimated delivery time.
Your item must arrive within 30 days of the order being placed.
If it arrives after 30 days without notice, you are entitled to a full refund, as stated in the Consumer Contracts Regulations 2013.
‘I signed for the item – but it’s damaged’
Often when you buy an item online, you’ll be asked to sign for it on arrival. This does not affect your rights if you later discover it’s faulty or damaged.
The Consumer Rights Act states that any damage or breakage during delivery is at the responsibility of the seller.
Consumer platform Which? says, it’s always a good idea to write on the card, or electronic device if possible, ‘goods received but not inspected’ to make your position clear – just in case of any damage.
If you discover your item is damaged after you signed for it, get in touch with the seller and explain the situation.
News source: Mirror