UPS lost my package

dubdev

Hi there

I ordered something from Komplett.ie on Friday the 24th of March, with a delivery date of last Thursday. Thursday came and went, no package. Rang Komplett who told me that they are following up with UPS and have started a lost package investigation, but it could take up to 10 working days to resolve apparently.

I requested a refund but Komplett have said they can only issue a refund when they receive the goods back at their warehouse. I don't want to be out of pocket with no goods through no fault of my own, so I am wondering what my consumer rights are in this situation.

Thanks

gizmo81

This sounds odd to me. If it's lost it'll never come back. UPS normally have tracking so I don't think this is a customer issue but should be for the companies to resolve. The fact the parcel didn't arrive by the specified date means you should get a refund. You can cancel the contract within 14 days of receiving but as you haven't even received you should be able to cancel. I have had a refund from Amazon before because the item didn't arrive by the time and I had to buy it locally.

I can't seem to get on to the ConsumerConnect website but try ringing them they are helpful.

ForestFire

As far as I can see the package is not official lost, as of yet.

Komplett have started an investigation into this as it did not meet the delivery date (2 days late so far).

I don't know the legalities, but I guess they are just looking for time to find the package and deliver it to you as soon as possible, which may still be possible and therefore it is only a late delivery?

What would if Komplett refunded you now and the package arrived later this week? I think they should get some time to locate the package?

ED E

This is only the 6th working day, give them up to 14 before pushing the issue. If it takes that long ask them to refund the P&P portion of your bill.

Doctor Nick

What does the tracking say?

dubdev

It just says "Dublin, Ireland 31/03/2017 7:52 We're attempting to verify the package location. / Lost package investigation"

ohnonotgmail

If you're not willing to wait TELL komplett you are cancelling the order. the issue of the parcel being lost is between komplett and UPS.

ForestFire

ohnonotgmail wrote: »

If you're not willing to wait TELL komplett you are cancelling the order. the issue of the parcel being lost is between komplett and UPS.

But If UPS/Komplett find the package and deliver it to the OP then the OP is responsible for the cost to return the package. He needs to be prepared for this.

It maybe possible to refuse delivery and it will be returned automatically free of charge.

ohnonotgmail

ForestFire wrote: »

But If UPS/Komplett find the package and deliver it to the OP then the OP is responsible for the cost to return the package. He needs to be prepared for this.

It maybe possible to refuse delivery and it will be returned automatically free of charge.

If UPS deliver the package after the OP cancels it they can just refuse the delivery.

dubdev

I've been on to UPS as well and all they've said is "We're investigating this and it may take up to 8 business days to resolve." No apology or offer of a refund needed apparently either. I'm out of pocket for a few hundred euro until they get their act together in the meantime.
What I'd like to know is how the hell a parcel delivery service loses a package to the degree that it takes two weeks to find it.

ohnonotgmail

dubdev wrote: »

I've been on to UPS as well and all they've said is "We're investigating this and it may take up to 8 business days to resolve." No apology or offer of a refund needed apparently either. I'm out of pocket for a few hundred euro until they get their act together in the meantime.
What I'd like to know is how the hell a parcel delivery service loses a package to the degree that it takes two weeks to find it.

if you dont want to wait then tell komplett you want a refund.

dubdev

I did that already, and they said that they can't issue a refund until they receive the product back in their warehouse.
I rang my bank enquiring about a chargeback but it seems that that may take even longer if it's successful at all.
Seems like a bit of a ridiculous situation given that the delivery service screwed their one job.

ohnonotgmail

dubdev wrote: »

I did that already, and they said that they can't issue a refund until they receive the product back in their warehouse.
I rang my bank enquiring about a chargeback but it seems that that may take even longer if it's successful at all.
Seems like a bit of a ridiculous situation given that the delivery service screwed their one job.

you need to be a bit more forceful. and you dont enquire about a chargeback. you tell your bank to process a chargeback.