Watch out for tricky courier firms

ONE OF THE most common complaints I’ve heard in recent times relates to the delivery of online goods, specifically where the retailer or courier firm claims they were left outside and you tell me they are nowhere to be seen. My response is always clear: unless you agreed goods could be left with a neighbour or somewhere “safe”, it is not your responsibility if they go missing. The Consumer Rights Act says goods should be delivered into your physical possession, unless you explicitly agree otherwise.

Reader Rachel from Manchester highlighted a new trick being deployed by some of the courier companies to get around this. She ordered a food mixer. The night before it was due to be delivered, she received a text message from the courier confirming the delivery and displaying a link for more information.

Rachel clicked the link thinking it might provide an actual time for the delivery but it didn’t really tell her anything.

The goods didn’t arrive the next day so she chased the retailer the following day. She was then informed the goods were left in her front garden at 2:50pm, when she was on the school run. It was clear the parcel had been stolen so she asked for a refund.

The retailer then dropped the bombshell that, when Rachel clicked on the link in the courier’s text message, she authorised the company (and by default the retailer) to leave the parcel “in a safe place”. This meant the retailer could wash its hands. My view is that Rachel was misled and will still have rights. But my advice is never agree for goods to be “left in a safe place” if you are out and do not click on links in a text message.

If you follow this advice and a courier company leaves a parcel whilst you are out, you will be entitled to a refund or replacement goods if the parcel goes missing.