Your piece about leaving packages was useful, but I have the opposite problem. I instruct delivery companies to leave packages in my garage where they cannot be seen from the road, but they usually just leave them at the front door facing the street, often without even bothering to ring the bell. How can I pressurise delivery companies to follow my instructions?
Steve
Consumer expert Scott Dixon writes…
If you have explicitly given instructions (I always say in writing so it cannot be disputed) and the courier ignores it and the parcel is stolen, the retailer is liable under section 29 of the Consumer Rights Act 2015.
This covers the passing of risk and states that the goods remain at the trader’s risk until they come into the physical possession of the consumer, or a person identified by the consumer to take possession of the goods.
My advice would be to lodge a formal complaint to the retailer and put this to them. Tell them that if their courier continues to fail to follow instructions given and items are stolen, you will hold them liable for a breach of contract under the act.
It might be worth reminding the retailer that you will take your custom elsewhere if they refuse to remedy it.
I’ll be honest and say I have the same problem with two well known companies that are notorious for it. I lodged a formal complaint to both chief executives and no longer order goods online from them.
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