Dodgy deliveries and your rights if it happens to you

Consumer expert explains your rights

Credits: Getty Images

Getty Images

After Christmas, I noticed we were getting loads of complaints about parcel deliveries. Most of them were what you would expect. Poor service, failing to turn up, damaged goods and so on.

However, one case was from a woman who found that her parcel had been chucked on to the roof of her garage.

The firm were insistent it had been delivered. She had to lean out of a window with a broom to knock it to freedom. Needless to say, it was ruined.

We also saw a flood of cases from people whose parcels had been left in bins. Which were then collected. To say this went down badly is something of an understatement.

While these examples are extreme, they're not rare. So what are your rights when a delivery goes wrong?

See also: The five worst courier delivery fails

See also: Could Amazon be delivering by parachute soon?

Who do you call?

When you buy goods, your contract is with the retailer, not with the delivery company. So if items you order are not delivered, are damaged or faulty, are left in an unauthorised place or another delivery-related problem occurs, it is generally the responsibility of the retailer to sort out the problem.

Retailers are usually able to track deliveries through their contracted delivery service. So if there's a dispute over delivery they 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.

Remember they have 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.

The rules say you are entitled to expect your goods to be delivered on the agreed date that you were given when your order was placed, or within 30 days of the order being placed

If this does not happen, you are entitled to a full refund. And if they're being difficult – get in touch.

If you've got a problem with, well, pretty much anything, Resolver can help you get it sorted. Get in touch or share your story with the Resolvers at www.resolver.co.uk or check out Facebook and Twitter. @WalkerResolver @resolvercouk.

10 consumer rights you should know

10 consumer rights you should know


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