Courier Issue - Delivered & Signed for but wrong person

[greengecko]

Hello,

A rather strange problem has occurred in the past couple of days of which has never happened before - despite sending thousands of parcels a year.

An item was sold on eBay, worth approximately £100, it is electronic yet not the type of item that you would ever associate with any sort of scam. This is the order of events, we'll call him Adam Smith:

- Adam contacts us via eBay and says another online website is selling the item cheaper, and is there anything we can do about price as this website isn't in stock.
- We politely reply that unfortunately there is nothing we can do on price.
- 4 hours later a purchase is made for the item that the question was asked about.

- Item was purchased on a Saturday and therefore sent Monday via DHL (Express Next Day).
- Item delivered on Tuesday at 1:30PM and signed for by 'Smith'
- We are contacted at 5:30PM that evening via eBay, the english is understandable but quite an excessive use of punctuation (not that it's really too relevant, but it is quite a confrontational email). Basically stating that the item shows signed for but he hasn't received it, has checked with the neighbours and thinks it was delivered to the wrong address.
- We contact DHL and they open an investigation for us with the driver.
- Adam then messages us again confirming he is the only person with the surname Smith that was home, that no-one has been to his door and he was in almost all of the day (but did leave a note saying back in 5 minutes twice).

- Adam messages us again to say that the DHL driver has visited him and confirmed that is not the person he delivered the item to, and that the person he delivered to walked from the front of his house and confirmed his name as 'Adam Smith' without seeing the name on the parcel. He is now demanding we send a replacement.
- We have yet to be contacted by DHL in regards to todays incident, however will follow this up shortly.


Now, as with everything above, I'm well aware it is our responsibility to ensure the buyer receives the item and on a balance of probability we will most likely end up sending a replacement at some point. However I would just like to get your guys thoughts on the matter and if any of you have ever had anything similar happen?

Kind Regards

 

[Root 66 Woodshop]

A Quick question to DHL would probably help things along... whether or not they're truthful in the matter will depend on the outcome (I think).

When the delivery driver approached the person in question, did he ask the person if he was Adam Smith?

Simple reason I'm asking is because you've stated that he "confirmed" he was Adam Smith... therefore allows the question was he asked if he was Adam Smith?

He was coming from the door, you don't state that the driver said that he came from inside the property, therefore should not have asked if he was Adam Smith but should have asked if he had any ID or if he could prove that he was Adam Smith before allowing him to sign.

If they answer with the driver asked the question then I think there is something within the insurance of the parcel via the courier or even T&C's of the company stating that all signatories will be checked before leaving parcels with people.

If he's asked the question then he's caused the issue therefore the parcel should be covered by their insurance.

But don't quote me on that - I'm only going off experience of something similar recently.

 

[greengecko]

A Quick question to DHL would probably help things along... whether or not they're truthful in the matter will depend on the outcome (I think).

When the delivery driver approached the person in question, did he ask the person if he was Adam Smith?

Simple reason I'm asking is because you've stated that he "confirmed" he was Adam Smith... therefore allows the question was he asked if he was Adam Smith?

He was coming from the door, you don't state that the driver said that he came from inside the property, therefore should not have asked if he was Adam Smith but should have asked if he had any ID or if he could prove that he was Adam Smith before allowing him to sign.

If they answer with the driver asked the question then I think there is something within the insurance of the parcel via the courier or even T&C's of the company stating that all signatories will be checked before leaving parcels with people.

If he's asked the question then he's caused the issue therefore the parcel should be covered by their insurance.

But don't quote me on that - I'm only going off experience of something similar recently.

The driver just saw the gentleman coming from the door (so guess he assumed he had just come out) and asked for his name; the gentleman confirmed his name as 'Adam Smith'.

Maybe it's the area I live, but if I have been leaving the house and the postman or a courier has turned up, they have always let me sign for it and gone on their way - never checking any ID. I imagine that is possibly what has happened here.

Thanks for the response anyhow, more interested in what happens and the outcome with DHL than the fact of having to send a replacement.

 

[FirstClassVirtualOffice]

Delivery drivers to our building (DPD, amazon, you name it, grab anyone passing and get them to sign. They don't care who it is or where the parcel might end up.

 

[Wavecrest Ltd]

I have been receiving parcels and documents from couriers, Royal Mail etc for nearly 30 years and never once been asked for ID.

Glen

 

[CAEDAN]

It may sound harsh - but as far as you are legally obliged - your end of the contract is complete. The item was delivered to the address. The person that signed, may or may not have been the one intended - that is down to th courier to sort out and their insurers.

You could have two possible theories here;

A person leaving the address, signed for the parcel - that would be more likely to be a friend of the occupier, than not.

The purchaser was scamming, and had a friend sign - hence he knew what name to state- and then later claim they have not received, and gain a second free. It it quite common on auction sites, and came about as a result of one sites 'pro-buyer' attitude.

I would explain to the customer that it is under investigation and as you have delivered an item to that address, there is nothing you can do until the investigations are completed and they have ascertained what action the courier would like to take. Explain to them your hands are tied until them as they usually like to get the Police involved for their insurance claims- if he is pulling a fast one, he will probably vanish off quietly.

 

[roydmoorian]

This would appear to be a clear case of theft from the householder and requires him to get the police involved.

The DHL delivery driver will be required to give a signed statement to the police.

 

[greengecko]

This would appear to be a clear case of theft from the householder and requires him to get the police involved.

The DHL delivery driver will be required to give a signed statement to the police.

Indeed, DHL and us both insisted on him giving a statement to the police and obtaining a crime reference number. The parcel then magically appeared on the doorstep the very next morning, strange eh?

Thanks for the responses.

 

[Dymo King]

It may sound harsh - but as far as you are legally obliged - your end of the contract is complete. The item was delivered to the address. The person that signed, may or may not have been the one intended - that is down to th courier to sort out and their insurers.

Really? I would have thought the opposite. If the DHL driver confirms he gave the parcel to someone who wasn't Adam Smith, but was just pretending to be then the parcel hasn't been delivered to the customer and I'd (as the sender) be looking to claim the loss from DHL.

It may very well be a scam, but if it isn't put yourself in the customers position - He bought something, didn't receive it, and the courier that delivered it has confirmed the package was given to someone else. He's now without his money and his item. If it was me I'd expect another item to be sent or a refund.

 

[kulture]

Indeed, DHL and us both insisted on him giving a statement to the police and obtaining a crime reference number. The parcel then magically appeared on the doorstep the very next morning, strange eh?

Thanks for the responses.

Well done! and thanks for updating us. Its always good to know the outcome. Doubly good when it is a positive outcome.

 

[roydmoorian]

He bought something, didn't receive it, and the courier that delivered it has confirmed the package was given to someone else.

But that "someone else" was impersonating the householder - a crime in itself surely. ?