Shipping Protection Not Honoured
After reading similar reviews, I am going to state facts before the company replies with anything that may be untrue. I ordered two dresses on 12/03 - both in stock. It was not shipped until 29/03 (over two weeks later) and marked as delivered on 07/04 - nearly a month after ordering. After seeing the delivered status and image of the delivered package, I checked and it was not there. I checked with neighbours and it was no where to be found. The parcel was left in an unsafe location (a broken bin in the front garden as per delivery image) and was not delivered into my possession. For an order exceeding £300, I would have expected a secure delivery method such as a signed-for service. I had contacted them via their website explaining all of this on 09/04 (as their policy states to wait 48hrs incase the order arrives). The responses I received were unhelpful, inconsistent and contradictory. I was initially asked whether a neighbour or relative had accepted the parcel, despite there being no signature required and no relatives to have done so. I explained this to them and explained again, that I already checked with neighbours. They responded stating they are keeping in touch with the delivery company and "highly advised" to contact them to expedite the resolution of my issue. I emailed back and explained that the package was left in an unsafe location as per the image, and I asked why this package was not sent "signed for" to be safely delivered into my possession. I also stated that as they are the seller, it is their responsibility to contact the courier to resolve this and raise any necessary claims, especially as I paid extra for shipping protection. They then stated that I must contact Royal Mail and request a "statement of proof of lost" with them, which was already the first contradiction to their initial email. I was confused why responsibility was being shifted onto me. I explained that this is the seller’s responsibility. As the sender, they hold the contract with the courier and are responsible for raising any investigation or claim. Under the Consumer Rights Act 2015, goods remain the seller’s responsibility until delivered into the customer’s possession. And how dissatisfied I was with the customer service and the fact I had not received an apology for this issue considering my event is coming up and I am now without a dress. Despite this, they used the excuse that it is a practical limitation for them to contact the courier and continued to insist that I obtain confirmation from Royal Mail before they would take action. This contradicts both consumer law and their own shipping protection policy, which states they will reship items if they are lost or not received They said that in order for them to process a full refund or file a claim on my behalf, they are required to obtain an official loss confirmation. Yet another contradiction as the entire email thread was confirmation that my package is lost as I had not received it. They said they needed a response from Royal Mail as evidence, which is exactly what the company should be liasing with the courier to obtain? I then had to explain to them, that they hold the contract with Royal Mail and therefore have full authority to contact them directly to raise an investigation claim, and that I had given them all necessary information they needed to do so. They yet again attempted to shift responsibility back to me by saying: "as we mentioned previously, we have not received any documentation from you regarding the situation with Royal Mail—whether that be a formal loss confirmation, investigation results, or even an email acknowledging the issue. Without this information, we are uncertain whether the shipping company will proceed with an investigation." which is clearly AI writing, and contradictory to the entire email chain as I had repeatedly explained my issue and the fact that they should be contacting Royal Mail for this required information they need. They then said they would handle it and to contact them if I don't hear back by 22nd April. I message them 24th April to then be told that I must contact Royal Mail. At no point was a resolution proactively offered. The shipping protection was not honoured. Instead, responsibility was repeatedly shifted onto me, requiring unnecessary time and effort to pursue something that should be handled by the seller. As a result, I have had to escalate the matter through my payment provider. Very disappointing experience, particularly given the value of the order and the lack of accountability in resolving a missing parcel.