Faulty Laptop returned for free fix - advised DPD house no. of neighbour/my safe space - left parcel outside - it was stolen

[purple_rain]

Hello all,

 

I ordered a laptop online about 16 months ago. The laptop was faulty and I was supposed to send it back within guarantee but didn't for various reasons. I contacted the company a few months later and they said they will still fix it for me free of charge but I'd have to pay to send it to them and they will pay to send it back to me.

The parcel arrived there fine. Company had fixed it and they sent it via dpd. I was working in the office so I asked my neighbours who would be in, as there's been a history of parcel thefts on our street. I had 2 neighbours who offered but when I went to update delivery instructions, their door number wasn't on the drop down despite sharing the same post code. 

I then selected a neighbour who I thought would likely be in and also selected other in the safe place selection and put the number of the neighbour who I knew would definitely be in and they left my parcel outside and the parcel was stolen.

DPD didn't want to deal with me and said I need to speak to the retailer. The retailer said DPD have special instructions from them not to leave a parcel outside unless specified by a customer. The retailer then said they could see my instructions said leave in a safe space but I have no porch. My front door just opens onto the road and the driver made no attempt to conceal it. 

I would like to know if I have rights here because the delivery wasn't for an item that I just bought. It was initially delivered but stopped working within the warranty period and they agreed to fix it for free. 

Appreciate your help

 

Thanks!

[purple_rain]

I selected my next door neighbour but as a safe place I selected other because the neighbour who was going to be in wasn't selectable as a nominated neighbour so in the free text I put her door number.

I didn't ever state that it should be left in front of my door and I had no idea that the retailer had a deal with dpd about never leaving a parcel outside unless instructed by the customer.

It was dpd who told me they left the parcel outside my door and took a picture but I can't access that picture anymore.

The door does lead straight into the road. 

hopefully, the retailer will just agree to replace it without a fuss.

thank you both for your input.

[purple_rain]

I tried to put the door numbers of the neighbours who offered to take it in but neither were available on the drop down despite us all sharing the same postcode.

You cannot free type an address in the neighbour selection.

In the end I did select a house number of a neighbour which was available (46) but I also wrote 52 in the free text of a safe place called "other" hoping the driver would read.

They had the option of 2 neighbours to deliver it to.

Front porch is a specific option which I did not select.

I have to say I'm a little surprised with your stance on the matter but it's your opinion I guess. 

[purple_rain]

Well, we live on the same road so it should be the same postcode. When I spoke to dpd and asked why were my neighbours' address not on the list and she said maybe they're not of the same postcode and I checked and they definitely were.

Not to mention, delivery instructions are supposed to override actual customer's address which is why they asked for instructions I thought.

Edited May 5 by purple_rain

[purple_rain]

retailer said they'd speak to dpd on Tuesday.

I don't want to screw the retailer because they were doing me a favour by fixing it for free 

I hope dpd will refund them so they don't lose out.

Will keep you guys posted. 

[purple_rain]

I received an email from the retailer today:

"Apologies for the delay in coming back to you, I have been passed around a bit by DPD.

I keep being told that the reason the parcel was left was because you informed them of various options to complete the delivery, four in total via the app.

Two of which were for it to be left with different number houses, and two stating your safe place.

I was told these are treated as a list of options to complete the delivery so the driver opted for "safe place" which was given twice,

I questioned the definition of safe place but was told that unless a specific instruction is given this can be at your front door.

The lady said this is often done by people when working at home (when on calls for example) so they don't miss the driver, the parcel gets left and then they pick it up once the app confirms delivery at the time it is dropped.

Despite the above, I tried to argue that it should not have been left there and was then instructed to submit a claim, which I have now done.

I do not know what the outcome of the claim will be, but they have been quite adamant that they completed the delivery following your instruction, and that if no instructions had been given then it would not have been left.

It can take up to 28 days for them to preform their investigation, I will let you know when I hear anything back."

I have asked him what he's going to do if dpd doesn't side with him and I'm waiting for his response.

[purple_rain]

DX:none of the instructions advised them to leave the parcel on my door step and without such instructions.,

I'm struggling to see why they think it's ok to just dump it there.

BF:

sorry for the delay and thank you for the lengthy reply.

Yes, I agree. It's a small business and the guy is very very decent. I know someone else said my priority shouldn't be worrying whether he gets shafted but I'm not here to try and screw him over because I feel like if someone behaves decently and gets exploited, they might not behave so kindly in the future.

I know DX mentioned he thinks I've caused the issue by leaving multiple instructions, but I have already explained why and both instructions were to leave it with a neighbour and there was nothing advising the driver to abandon the parcel on my doorstep. I don't think leaving it there could be considered a safe place. 

I am still waiting on the retailer to respond. Ultimately, I wanted to know how he would proceed if DPD's response isn't favourable. I am certainly not looking to cause any problems. I just want my laptop.

I will read the other posts for sure. I've been a bit preoccupied with family stuff.

I have nothing in writing from DPD as I phoned them, but they did advise it should be the retailer that liaises with them. I tried contacting the driver straight after deliver via Whatsapp, as that's an option, but it said I couldn't send him a message and I have kept that log.

We all know who took the parcel on our street, because that person has a history of parcel theft, but I don't have a doorbell camera or cctv.

Police are refusing to intervene, despite the fact that I, along with several other people, spotted another's neighbour's parcel in said "suspect's" car and confronted her to get the parcel back. If the police had acted sooner, I might have had a better chance of getting the parcel back, but I suspect the laptop has long been sold on. 

When the retailer responds, I will send him the link to this thread.

Hopefully, he will benefit from the information on here as well.