I have recently had a problem with an order placed online with Matalan, in that their courier, Hermes, claims to have delivered my parcel but it nevet arrived.
i notified Matalan within minuted of Hermes emailing me that delivety had been made and that I was at home and defenitely never received the parcel.
i wad told that an investigatoon needed to be opened with the courier and that i would have to wait 48 hours for this to be processed. 6 days later and no response so called Matalan for an update. Tracking informatoon states the parcel was left securely in a shed (I don't have one) and the photo shows a parcel (nothing identified it as mine) being left by a brick wall.
After escalating the matter to their head office they now want me to sign a disclaimer stating that neithe i nor a member of my household, nor a neighbour have received the parcel.
I have a couple of questions about all of this.
1. Do i have to sign this? I have issues declaring that none of my neighbours have signed for the parcel. There are 48 homes in my road. Are all of them classed as neighbours? And even if i do go and ask them all, they may lie, after all the parcel contained £130 of men's clothing..
2. I never gave permission for them to leave the parcel anywhere apart from with me. I have noticed that Matalan terms and conditions say thst their couriers can leave parcels with a neighnour or in a safe place but there is no option for me to say not to do this. Surely this is an unfair contract term as i should be afforded protection under the Consumer Rights Act 2015, as a minimum. Can anyone clarify?
Any help/ advice gratefully received
i notified Matalan within minuted of Hermes emailing me that delivety had been made and that I was at home and defenitely never received the parcel.
i wad told that an investigatoon needed to be opened with the courier and that i would have to wait 48 hours for this to be processed. 6 days later and no response so called Matalan for an update. Tracking informatoon states the parcel was left securely in a shed (I don't have one) and the photo shows a parcel (nothing identified it as mine) being left by a brick wall.
After escalating the matter to their head office they now want me to sign a disclaimer stating that neithe i nor a member of my household, nor a neighbour have received the parcel.
I have a couple of questions about all of this.
1. Do i have to sign this? I have issues declaring that none of my neighbours have signed for the parcel. There are 48 homes in my road. Are all of them classed as neighbours? And even if i do go and ask them all, they may lie, after all the parcel contained £130 of men's clothing..
2. I never gave permission for them to leave the parcel anywhere apart from with me. I have noticed that Matalan terms and conditions say thst their couriers can leave parcels with a neighnour or in a safe place but there is no option for me to say not to do this. Surely this is an unfair contract term as i should be afforded protection under the Consumer Rights Act 2015, as a minimum. Can anyone clarify?
Any help/ advice gratefully received
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