Last weekend I ordered my sons Christmas present on-line from Toys R'Us and was informed it would be delivered by yesterday. I enquired tonight as to its whereabouts as we are still awaiting delivery. ToysRus customer services have said it was delivered on Tuesday and have a signature, and have taken the payment from my bank of £280 for it but the item has not been delivered to us. They will therefore not deliver this item "again". They have checked with the courier who says it was signed for and delivered and will phone me back tomorrow.
I asked for the name on the signature but they say it is illegible. So i guess it is off to the police tomorrow after their return phonecall, to file a formal complaint of theft or fraud.
I understood that such deliveries should be both signed for and name printed by the person taking delivery to avoid the problem of illegible signatures!
Oh dear, stick to yor guns real hard on this one and ask to what address they delivered it. I had a sewing machine delivered in the UK that went missing and I got a replacement. In my case it was left on the doorstep and of course vanished.
Good luck.
XX Jeannine
Have you contacted your neighbours? We often sign for one of ours and then ensure we pop over when they have returned from work, but one of our neighbors is a bit slow in passing the package on if they have accepted delivery on our behalf.
Quote from: bluecar on October 29, 2010, 18:50:29
Have you contacted your neighbours?
Visited them all immediately after the phonecall. (There was no note posted in our letterbox to say a parcel was left at another address)
No you must push it and get details of what exactly happened when this parcel was delivered.It is too much money to lose.
Good luck .
Will it be covered if paid for by credit card?
Don't let this go for one minute! As Flighty has said, pretty much all delivery companies ask for a signature and type in your name these days - probably for this very reason. Do you know who the delivery company is? If so, contact them and ask them their procedure on the sig/surname status without letting them know why you want to know. If you don't yet know the delivery company, ring Toys and ask them. Take it from there. Let us know how you got on (by the way, if I'm right, and I'm not 100% sure I am, you are entitled to check that signature yourself so do so and see what you can make of it) Apart from your immediate neighbours, have you also checked a bit further a field? The reason I ask is because I get a lot of deliveries at work and when I check on missing items, it turns out they've been left at companies up the road with no card left for me! All routes worth pursuing. Good luck at the cop shop.
Don't forget that when someone signs for a delivery the time is logged as well. Ask Toys R Us a) for the name of the carrier and b) a copy of the POD -proof of delivery. Then you can show that to the police with the fraudulent signiature.
This happened to me with my Blackberry - it was 'delivered' whilst we were home [no knock, no card] and I spent a good few days trying all the different people around our way - and I even got hung up on by DHL when trying to find out where the driver had actually left it [as I'm not their customer, 02 is].....and in the end i had a hissy fit when they said 'didn't you get the text that said it had been delivered' [er, no, funnily enough I didn't as i haven't got the phone have I]....and they sent a new one next day delivery urgent and it turned up the next morning....
that delivery driver had apparently 'gone away' that week so could not be contacted.....
Just keep calling TrU and hassling them about this so called delivery and ask them to find out where the thing has really been delivered to and to get the driver to retrieve it - the delivery company are the ones paid to deliver to you so they need to sort it out or a new one should be sent....and you definitely need that proof of delivery.....
If you don't get a response, that gets your item resent and delivered within a week - tell them you are going to the police and reporting a theft.
Keep at it! This is unacceptable response from the company. I have had two cases of 'delivered' goods not being delivered here and both were resolved with much apology from the companies involved (Boden and Tesco). I now do not deal with online sales which use a certain 'home delivery' company as the goods are reported delivered but not to us and suddenly 'appear' a few days later when the company has obviously rattled a few cages.
Am so suspicious now. Get on to the company again (I know that must be a depressing thought) , ask for Customer Services MANAGER and do not take 'no for an answer'. They are obliged to tell you who the delivery company is and who the signature is from btw.
Good luck! CLx
Well, after loads of phonecalls they are sending the delivery with a different courier and will phone me on the day with a one hour time window for delivery.
The courier company said the delivery driver was approached by somebody behind him on our drive who said he lived here and would sign and bring it in. It was apparently delivered at 1800hr last Tuesday. So he just handed it over to somebody in the dark..... my brother works for a different courier company and said he would of been sacked if he had done that.
Very relieved to hear that! Hope the parcels arrive safe and sound at the appointed time.
CLx
Glad to hear the matter is now resolved.
Some potatoes I ordered from Tucker's were once delivered to someone with the same surname but in a different village! The driver had asked in our village Farm Shop where I lived and was sent elsewhere, 5 miles away.
Fortunately, when the parcel was unpacked, there was a delivery note inside with my name and address on it and the lady who had received it in error then delivered it to me. The outside of the parcel just had my surname and the village. Now why didn't the driver ring his depot to get the full address. ::)