Returned Item to Retailer - Delaying Refund Due to Auspost Investigation, but Auspost Says Package Was Delivered

Flying Ace on 08/09/2019 - 13:47
Last edited 08/09/2019 - 13:48

I bought some parts for a car audio install from a large online auto electrics retailer back in June.

The installer didn't need some of the parts I ordered so I sent them back to the retailer according to their instructions. These parts totalled $300.

After around 3 weeks without hearing anything I followed up and was told they were investigating with Australia Post as they never received the delivery. I also requested an investigation with Australia Post. After another 2 weeks they (AusPost) got back to me saying their investigation found the package was delivered as addressed. I then emailed the retailer with this information and asked that they please expedite my refund.

A week ago the retailer said they would check with the warehouse team and get back to me on Monday last week. I never heard anything from them. I sent another email a few days ago saying that Australia Post delivered the package as addressed, and to please issue my refund or I will have to take this issue further. I have not heard anything since.

I'm just wondering what my next course of action should be? The correspondence I've had with the retailer has all been friendly but I'm just sick of nothing being followed up. I'm in QLD.

Thanks!

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Comments

  • Hybroid on 08/09/2019 - 13:53
    +3

    What does the parcel tracking say? At the moment it's he said, she said. Provide them the proof it was delivered and signed for.

    • Flying Ace on 08/09/2019 - 14:36
      +1

      I have. I sent them the email that Australia Post sent to me confirming after the investigation that the package was delivered as addressed. This is confirmed in the tracking information.

      • whooah1979 on 08/09/2019 - 18:38

        the package was delivered as addressed

        Did Auspost provide evidence that the mail article was delivered or did they just say "Yes, it's been delivered?

  • thatonethere on 08/09/2019 - 14:38
    +1

    If it is credit card based purchase try a chargeback?

  • 87percent on 08/09/2019 - 16:00
    +1

    Ask Australia Post to provide you with a copy of who signed for it

  • Melb69 on 08/09/2019 - 16:26

    Courier with signed delivery next time.

  • Flying Ace on 08/09/2019 - 21:38

    I have sent the Australia Post tracking information as well as the email from the Australia Post investigations team that confirm the package was delivered to the correct address.

    I am just looking for which group I would get in touch with to escalate this further as the retailer is dragging their heels. Is consumer affairs the correct place?

    • whooah1979 on 08/09/2019 - 23:14

      Australia Post investigations team that confirm the package was delivered to the correct address.

      Did you ask for the geotag, name and signature capture?

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