Stuck in Limbo: Retailer Shipped Item, Auspost Lost Item, Retailer Won't Refund until Auspost Investigation Done

mr626 on 20/10/2014 - 15:32

Hi all,

Just wanted to bounce this off you guys (and gals). I suspect that I just have to wait until things get sorted out.

Here's the details:

  • I ordered an appliance from a large well known online retailer in late September
  • Item was paid for and shipped fairly quickly, and I was given Auspost tracking information
  • Everything seemed to be going well, according to the tracking page the item made its way interstate and to a large distribution centre near me. From date of purchase to this point took about 2 business days (which is what I expected).

Then things go bad :-(

  • Item tracking data doesn't change for a week or so. I ring Auspost and ask about it and they say I need to get the seller to open an investigation about it.
  • I contact seller and relay them the info, and they open a case (they have to wait an additional 3 days to do this because of Auspost policy).
  • When I find out that an Auspost investigation will take up to 10 days, I tell the company that I just want a refund and I go and buy the same item elsewhere
  • Company agrees to offer refund straight away…at first. Then they change their mind and say they have to wait until the Auspost investigation is done.

The company involved has been pretty good in all this, but I'm still a bit annoyed that I'm out of pocket and I've waited over a month for some sort of outcome. Auspost are the problem here.

I understand the company's point of view- what if they refund me and then Auspost deliver the item? But then again, at what point does ownership transfer from them to me? I certainly haven't taken delivery of it.

Sorry, this is probably more of a vent/rant than anything. Interested to hear people's thoughts though.

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Comments

  • solidice on 20/10/2014 - 18:05

    I am in the exact same position right now. I purchased an item from a company and it was sent express/registered. Tracking shows it was posted etc. but no item has arrived. Retailer is waiting for Australia Post to finish their investigation. Australia post have informed the retailer that it will take 1-3 weeks before an outcome is reached. Until then the retailer is not willing to do anything.

  • Geewhizz on 21/10/2014 - 07:44

    I'm seeing this a lot lately. Aust Post seems to be getting slacker and slacker.

    It's a good reason to ALWAYS use CC or paypal. If your item never does turn up you'll at least have some chance of getting your money back.

  • mr626 on 21/10/2014 - 08:48

    I've tried reading on the ACCC website to find out what my rights are in this situation, but it isn't very clear.

    The impression that I get (by virtue of the fact that the seller is the one that has to request that the case be open by Auspost) is that since I have not taken delivery of the item the seller is still the owner (technically). In fact, when I rang Auspost to enquire about the progress of their investigation, they told me that they can't give me any details unless the seller has indicated that I am allowed to be given that kind of information.

    So ignoring everything else for a minute, from my point of view as the customer it is pretty simple:

    -I paid for an item in full, over a month ago
    -I have not received the item
    -I feel I should be entitled to a refund

    Granted, I know that it isn't really the seller's fault, but isn't the correct course of action for the seller to refund me now, and then chase it up with Auspost?

  • Sammy2000 on 21/10/2014 - 10:56

    Perhaps the seller has no recourse if you receive the first item after they have refunded you.

  • mr626 on 22/10/2014 - 09:38
    +1

    Well a happy ending for me, not so much for the seller. Auspost have finished their investigation and determined that my item was 'lost in transit'

    Seller has refunded me the purchase amount, but I suspect they are going to be out of pocket.

    As to how Auspost managed to lose a 15kg appliance…I'm at a loss to understand how that could happen.

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