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How to take an Action against an Online Retailer

  • 23-11-2021 10:32am
    Registered Users Posts: 1,284 ✭✭✭


    Wife bought three pairs of expensive trainers from an online retailer a year ago, one pair were sent back as wrong size using DHL label.

    The label wouldn't scan at the AnPost DHL Service point but they said this was a common occurrence and took the parcel anyway. As you can guess it's now lost.

    Online Retailer have asked us to raise a case with DHL who in turn said it's AnPost's issue. This is now compounded by the fact that DHL now don't seem to use AnPost for drop offs. We do have a screen shot however of the original DHL drop off listing location.

    Going around in circles for a year on this and will probably take a case against them. The amount in question is €500 or so.

    If I was to guess I'd say it's an AnPost issue as it never seemed to make it to DHL for scanning, so its either stolen or sitting in a pile a parcels in some depot. We have no commercial relationship with AnPost however.

    How best to initiate the process here? We have copies of the shipping label, emails etc.




  • Registered Users Posts: 477 ✭✭stronglikebull

    If you have a receipt from An Post accepting the package with the value as indicated, then you can probably put an insurance claim in to them. If you got nothing from An Post, then I think you're going to have to write it off. The retailer is not at fault (except for sending the wrong size), but they can't replace until they receive the return.

  • Registered Users Posts: 3,817 ✭✭✭Darc19

    €500 for a pair of runners? - Seriously? 😂 Might be a case for annulling the marriage if this was not declared!

    But joking aside this is probably not the retailer's problem and too late for a chargeback (which you wouldn't win either).

    Never have known DHL to use An Post as a drop off point. If you can show that they did have such a service and proof that you dropped it off, then DHL are your only avenue as it was they that you contracted the service to.

    If you can't show where they state that a post office is a drop off point, then literally nothing you can do.

    However if the retailer sent you the label and told you to drop off at a post office and you have proof of the drop-off, then you may have a case against the retailer. But without proof of dropping it off, very difficult to find someone to take the responsibility