Is your safe place really so secure?
HOME deliveries… don’t you just love them?
These days, one of the most common complaints I receive relates to the delivery of goods – specifically where the retailer claims the goods were left outside and you say they are nowhere to be seen.
My response is always clear. Unless you agreed that the goods could be left with a neighbour or somewhere safe, it is not your responsibility if they go missing.
Trick
The Consumer Rights Act states that the goods should be delivered into your physical possession, unless you agree otherwise.
But Rachel from Manchester has highlighted a new trick being deployed by some courier companies to get around this.
She ordered a food mixer online. 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 says it didn’t really tell her anything.
The goods did not arrive the next day so she chased the retailer up. She was then informed the goods were left in her front garden at 2.50pm, when she was out on the school run.
It was clear Rachel’s parcel had been stolen so she asked for a refund. The retailer then dropped the bombshell that because Rachel clicked on the link in the courier’s text message, she authorised the courier company – and, by default, the retailer – to leave the parcel “in a safe place” if she was out at the time of delivery.
This meant the retailer could wash its hands of the issue, although I do feel Rachel was misled and in these circumstances she will still have rights. My advice is never agree for goods to be left in a safe place if you know you are going to be out when they are due to arrive. Also, do not click on links in text messages sent by couriers.
If you follow this advice and a courier company leaves a parcel with a neighbour or outside your property while you are out, you will be entitled to a refund or replacement goods if the parcel goes missing and you do not receive it.
This is made very clear in the Consumer Rights Act.