Are you waiting for a parcel that hasn’t arrived? What are your delivery rights and how can you complain about a courier? How can you get your money back for failed deliveries? Read on to learn my top 5 tips as to how to deal with (and avoid) delivery issues.
Image by Alexander Fox | PlaNet Fox from Pixabay
Complain to the retailer as soon as possible
While the delivery company might be the company which has caused the issue, when you buy goods your contract with the retailer NOT the courier company. If you experience a problem you should complain to the retailer as soon as you become aware of the problem. It is up to the retailer to then investigate, find a solution and if appropriate provide a refund or appropriate redress.
Know your delivery rights
Retailers are expected to deliver purchases within a reasonable time frame usually within 30 days from the date of purchase. Failure to do so and after any agreed deadline is a breach of contract under the Consumer Rights Act 2015.
If your delivery was time specific i.e. a date was specified when you agreed the contract and it does not arrive at this pre-agreed time then claim for a refund including postage costs accordingly.
If you didn’t agree a delivery date and the parcel is late then you should try to liaise regarding a delivery date so the retailer has the opportunity to fulfil the order. However, if the new deadline is not met then this is a breach of contract and a refund can be requested. Assert your delivery rights and do not be fobbed off with companies shirking their responsibilities.
Be clear about delivery instructions
It’s worth remembering that if you specify a safe place for delivery and something goes wrong, your order could still be deemed as received. If you didn’t provide specific delivery instructions then it’s the retailer who is responsible for your purchase until received. Choose your safe place wisely, consider asking a trusted local neighbour or friend rather than opting for front porch or refuse bin. You can claim a refund if a parcel is left somewhere without your permission such as at a neighbouring property or in a communal unsecured area.
Seek a refund via method of payment
If a refund is applicable but you’re not making any headway with customer services, seek the refund via method of payment instead for breach of contract. This is Section 75 for credit card purchases (£100+) and chargeback with debit cards, the latter having a 120 day time limit. You will need to provide proof of your dispute with the retailer to support your claim so keep a record of all correspondence and any photos.
Do your research
Prevention is always better than cure. Don’t just look at the reviews for the product you are buying before purchase but check the reviews for the courier too. Many retailers will have a certain company they use, so have a look at the feedback from other customers. If it’s dire, then perhaps see if you can get the product from a company which uses a more reliable courier. It is worth looking how good they are at dealing with missing parcel complaints and refunds.
I hope these tips with regard to your delivery rights are helpful. If you are finding it difficult to contact a company to discuss your complaint, please check out my ‘how to contact’ section on the blog. Please also let me know how you get on in the comments.
Image by Tung Lam from Pixabay
