Dodgy delivery service? Find out how to get that package on track

It goes without saying that every time we write about parcel delivery, it touches a nerve. People are literally seething about some of the crazier scenarios. Everyone has a story – from delivery companies that don’t attempt to deliver to items left in bins or chucked over fences.

But given the increase in deliveries during lockdown, it can be hard to know who to contact if something hasn’t turned up and how to complain if you’ve not got what you’ve ordered. We’ve put together our guide on how to sort that dodgy delivery issue.

Delivery problems – know your rights

Who do I complain to if my package hasn’t turned up?

• When you enter in to an agreement with a retailer, your contract is with them, not with any third party they use. So if items you order are not delivered, or are left in an unauthorised place or another delivery-related problem occurs, it is the responsibility of the retailer to sort out the problem.
• Of course, this doesn’t let the delivery company off the hook. Loads of the complaints we see revolve around how hard it is to contact them to arrange a collection or redelivery. A lack of phone numbers, direct email addresses and complicated websites drive many people to distraction. But as a general rule the retailer should be able to pin down where the driver was around the time of the delivery, who signed for the item, or where it was left.

What if the retailer or delivery company tell me the package has been delivered – but it hasn’t?

• Alongside the retailer being responsible for sorting out a missing delivery, the onus is on them to prove that you received the item, not the other way around. You’re entitled to ask for proof of delivery if you’re being charged for an item you haven’t received.

I’ve received my order – but it’s broken. What do I do?

• If the package turns up and the items inside are faulty, then contact the retailer straightaway. They are responsible for providing a refund or replacement if you ask for one.

How about if my delivery is late or is going to be delayed?

• You are entitled to expect your goods to be delivered on the agreed date that you were given when your order was placed. If no date was given or agreed, the trader must get your purchases to you within 30 days of the order being placed. If this does not happen, you are entitled to a full refund.
• This is stated in the Consumer Contracts Regulations 2013 if you fancy getting all factual with a stubborn seller! If you paid a supplement for a specified time or date of delivery, it is reasonable to ask for this back.

These rules just cover the basic rights, not the full range of scenarios that might occur. For example, though there isn’t a specific rule that covers goods left with a neighbour without permission, the rules do cover the ‘delivery’. So if you’ve not received the goods directly or given instructions for them to be delivered elsewhere, you can pursue a complaint.

If you’re not getting the answers you need or you feel you’re being given the runaround then use Resolver to help sort out your complaint for free.