DHL Stole my parcel, what next?

[SidewinderINC]

At the beginning of this month I ordered a nice new tent from Blacks online, paid for with credit card (which I've been doing with all online things since getting it).

Receive an email on the 4th telling me that it had been dispatched and that I should expect it within 3-5 working days (with a tracking number, that turned out to be invalid)

After a week of not receiving it I emailed blacks, via their customer services online page with a statement of "we aim to get back to you within 48 hours", asking where it was and whether I could have the tracking number as the original number they gave me was invalid.

after 4 days of not hearing from them, I email again. 3 days after this I get an email back saying..

Dear Matthew,

Thank you for your email and I apologise for the delay in my response.

Having checked the details of your order I can see that it has now been delivered.

I hope that you are happy with your order.

So on arriving home that night I see there was still no tent and I fired off another email to the lady at blacks saying I still hadn't received it and I really wanted a tracking number.

Cue email today saying

Dear Matthew,

Thank you for your reply.

I have spoken to DHL again today regarding your order, which was parcel number: ################

They have informed me that the driver left it with your neighbour at number 66.

I apologise for any inconvenience caused and please do not hesitate to contact me again if you require any further assistance.

So blacks have been kind of helpful, if a little slow with responses.

However DHL are a bunch of muppets in my books as they've actually signed for my parcel with my name (according to the tracking page).

I've been to numbers 66, 68 and 68B (I'm in 68A) and nobody has the parcel. The fact that the signatory says my name suggests that none of them would have signed for it anyway.

When I called them to ask what had happened they said "outdoor group are a key customer and have their own specific department" and when I asked to be transferred he didn't know the number or anyone that could tell me the number.


I'm going to hopefully get a call tomorrow (cheers, blighter) and if that doesn't come up with anything, what are my next steps??

Cheers guys..

[Blighter]

Aye, I'll get someone to give you a call in the morrow

[Glaucus]

deal with Blacks, not DHL. It is Blacks who have the contract with DHL and should sort it out for you.
Tell them what you have done and ask them to sort it out.

[Garp]

If Blacks aren't being helpful, call your credit card company and their lawyers will swing into action on your behalf. Guaranteed you'll get a swift resolution. That's the huge advantage of buying stuff on credit card.

[Desmo]

If Blacks don't sort it out, we can all beat up Blighter

[Burble]

I'm driving very close to where he lives tomorrow morning, shall I give him a kicking en route to Brackley?

[SidewinderINC]

Originally Posted by Garp

If Blacks aren't being helpful, call your credit card company and their lawyers will swing into action on your behalf. Guaranteed you'll get a swift resolution. That's the huge advantage of buying stuff on credit card.

I did think of this, and it's one of the first things I said to blacks after they didn't respond to my first email.
How would I go about this? Just call Nationwide's customer service?

[Garp]

Originally Posted by SidewinderINC

I did think of this, and it's one of the first things I said to blacks after they didn't respond to my first email.
How would I go about this? Just call Nationwide's customer service?

Yeah, there is a number on the back of the card

[Mark]

Consumer credit only gives you the 'nuclear option' if the goods cost £100 or more. That said, there's no harm in calling Nationwide.

[Feek]

I'd wait to see what comes from Blighter tomorrow before you go any further.