Did Not Receive Package despite Proof of Delivery

okbianca on 06/05/2020 - 14:06

I made 3 orders with Adidas a month ago. After 4 weeks, I received 1 package, than another package a few days later however the third package despite saying delivered I never actually received.

Adidas sent me a photo of the two packages on top of each other in the front of my house however I only received 1 (the larger one). No one else in my house has taken it (just live with my partner) and I don't think neighbours would steal the small package but be kind enough to leave the large one.

As they have proof it was delivered, is there anything I can do to get back my money or is it just forever lost? No idea what to do here :(

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Comments

  • Archi on 06/05/2020 - 14:08
    +1

    i'm pretty sure the packages required a signature that's what mine said anyway… unless you signed for all packages you could at least argue that you didn't sign for them therefore weren't delivered.

    • okbianca on 06/05/2020 - 14:08
      +2

      They said on live chat that I signed for it, but I never signed for any packages. I've argued it with their customer service chat but they did not care.

      • Archi on 06/05/2020 - 14:10
        +2

        have you seen the signed delivery docket

        • okbianca on 06/05/2020 - 14:10

          nope :( nothing. I did get an email saying it was delivered though.

          • Archi on 06/05/2020 - 14:12
            +9

            @okbianca: I would consider a credit charge back or paypal dispute.

            • Richfield on 06/05/2020 - 14:50
              +2

              @Archi: On what basis? It was delivered to them.

              • [Deactivated] on 06/05/2020 - 16:24
                +3

                @Richfield: In general a signature is required to confirm delivery. In these COVID19 days however unsure how this is treated. Would think you have a good chance via credit card charge back as no real proof of delivery…photo I don't think is 100%. Personally I have a camera trained on the front door, so never miss any deliveries…half the time it is off but no one knows that :)

                • njastar on 07/05/2020 - 13:10
                  +3

                  @[Deactivated]: Let's be honest, half the time they'll just leave it there without knocking or getting a signature. It's no wonder people go and steal packages.

                • bamzero on 07/05/2020 - 13:22
                  +2

                  @[Deactivated]: OP didn't state how was delivered, but if Auspost atm signature deliveries don't require a signature however they are only supposed to leave it if someone is home, otherwise card it as usual.

              • trapper on 07/05/2020 - 12:26
                +2

                @Richfield: He never received the item, hence not delivered.

                • Nebargains on 07/05/2020 - 20:31

                  @trapper: But the bank or PayPal will ask for proof of delivery which the retailer has.

                  • trapper on 08/05/2020 - 12:00

                    @Nebargains: What proof of delivery?

                    They claim he signed for it, but he did not sign for it.

              • berry580 on 08/05/2020 - 17:04

                @Richfield: On the basis it was not received. Namely the received never signed for it. Leaving it in the front door is not good enough when signature is meant to be v required.

      • Rob-Here on 07/05/2020 - 11:54
        +11

        If you signed for the package, why did they take a photo of it sitting on your porch or other safe place?

        • Southernguy71 on 07/05/2020 - 13:36
          +12

          Just take a photo of the single box and send it to them as proof you only received one box not two. Then follow up with photos of the box in the car going for a drive, down the beach with a drink relaxing, at the shops looking around, at the airport carousel with no one around and no bags sitting waiting for the other box to arrive…a photo doesn't prove delivery unfortunately.

        • Heaps for Cheaps on 07/05/2020 - 13:51
          +2

          Rob-Here makes the best point so far. They don't take photos unless it's left in a safe place, which in this case wasn't a safe place after all.

      • [Deactivated] on 07/05/2020 - 22:42
        +1

        Ask for a copy of the signature they have on file.

  • Poppin on 06/05/2020 - 14:12
    +9

    Aus Post removed the signature requirement if it was delivered by them. Could it have fallen somewhere? Credit card insurance could be a last resort.

    • Trance N Dance on 06/05/2020 - 17:31
      +6

      They haven't removed the signature requirement if no one is in attendance. If no one is there to accept delivery, normal protocol is still to take it back to the LPO. What they've removed is the need for you to sign the pad if you are there to accept delivery.

      "To minimise the risk of contracting or spreading coronavirus, all parcels will no longer require a signature for delivery or collection. Someone will need to be present at the residence for this to occur otherwise standard delivery procedures apply."

      https://auspost.com.au/about-us/news-media/important-updates…

      • djk on 07/05/2020 - 15:18
        +1

        Not anymore, it's dump, take photo and run - pity they can't at least dump parcels at the correct address - if their photo doesn't uniquely identify your entrance then they will say too bad we lost your parcel take it up with the sender. In this case sounds like your sender is a douche.

        • Capo93 on 07/05/2020 - 15:57
          +2

          It’s not dump and leave it, if no one is home it will still go to the post office if it doesn’t have authority leave. All they have removed is the requirement to sign, someone still needs to be home.

          • djk on 07/05/2020 - 16:39
            +2

            @Capo93: not how it works here in Sydney, they dump it somewhere (if you are lucky at your front door) and leave, they don't bother taking it to the post office!

          • LinkJah on 07/05/2020 - 20:12

            @Capo93: Tell that to the delivery bloke dumping stuff at my house,no one home and no signature,even though one is required. . My guess is they just do a scribble, take a photo and dump the goods.

            • Capo93 on 08/05/2020 - 08:40
              +1

              @LinkJah: My parcels that require a signature are still going to the post office so yeah just sounds like a lazy driver.

        • Trance N Dance on 08/05/2020 - 00:38
          +1

          Not gonna argue. I'm having the same problem. The drivers are taking advantage of the Covid situation to be lazy at their job, and their depot managers just cover it up if you complain.
          I've made the necessary first step complaints to AusPost directly and then when they reply with a coverup I escalate to a Postal Industry Ombudsman complaint. I've had multiple delivery drivers instructed by headquarters to personally apologise now lol

          • djk on 09/05/2020 - 18:37

            @Trance N Dance: I never knew there was a Postal Industry Ombudsman, good to know for next time they mess up. Thanks for that.

      • sakurashu on 08/05/2020 - 00:47

        Trance N Dance is right - but some employees/contractors may not be following this correctly

  • 87percent on 06/05/2020 - 14:22
    +2

    i was actually wondering about this.. so most of my packages get left "in a safe place", but if its stolen, what happens? I'm sure package theft must be sky rocketing right now

    • trapper on 07/05/2020 - 12:33

      Signature on delivery packages still require someone to be home to receive the item. You just don't need to physically sign the thing anymore.

    • djk on 09/05/2020 - 18:38

      AP told me tough take it up with the sender. See earlier comment when someone responded to me about the process - only sender can claim for lost parcels not recipient.

  • UnknownUser74 on 06/05/2020 - 14:26
    +3

    Parcel Locker

    • zuuutoootuuu on 06/05/2020 - 15:17
      +2

      Every second parcel of mine gets taken to the local shopping center, it defeats the purpose of a parcel locker.

      • jubified on 07/05/2020 - 09:28
        +2

        I have a parcel locker 20 metres away from me. 4 out of 4 packages have gone to the LPO.

      • Maxxiz on 07/05/2020 - 20:13
        +1

        I've had that recently, but I think its due to the surge in online shopping. Pre-covid I never had the issue and always went to the locker.

    • Lurk Hartog on 07/05/2020 - 07:48
      +2

      This. You need to weigh up the convenience of having something delivered to your door versus the risk that anybody walking past can easily steal it.

      For me I'll take the inconvenience of going to the parcel locker because of the security it provides.

  • MS Paint on 06/05/2020 - 14:29
    -1

    and I don't think neighbours would steal the small package but be kind enough to leave the large one.

    But that old saying?

    • ssquid on 06/05/2020 - 15:09
      +6

      "If you're gonna steal shoes, get the right size"?

      • pegaxs on 06/05/2020 - 19:01
        +1

        “Go large or go home”??

        • Kangal on 07/05/2020 - 20:58

          "What they say about a guy with big shoes…?"

    • WreckTangle on 07/05/2020 - 07:14
      +9

      An Italian shoe thief is probably called roberto?

    • [Deactivated] on 07/05/2020 - 22:46

      Good fences make good neighbours?

  • Diji1 on 06/05/2020 - 14:33
    +3

    Probably porch pirates by the sounds of it.

  • djsweet on 06/05/2020 - 14:57
    +3

    It's the sellers responsibility to ensure the item is delivered to you. If you didn't get it, then the reason why shouldn't really be your problem.
    I would ask for the seller to refund. They are the ones who need to deal with AusPost not you. If they don't refund you, chargeback. It may seems like you are screwing over the seller because of some something that is out of their hands, but really it is AusPost who screwed over the seller, not you. The seller can chase AusPost for compensation, and AusPost can chase whoever stole it for compensation, but none of that chasing is in any way your responsibility.

    • ssquid on 06/05/2020 - 15:08
      +8

      Hard to chase anyone who's pinched your shoes.

  • aussieprepper on 06/05/2020 - 15:21
    +1

    Can you view the signature?

    Do our signatures get stored when we sign for packages?

    • Trance N Dance on 06/05/2020 - 17:31

      Yes they do, but that's a bit moot at the moment as protocol has changed so that you no longer sign when you accept delivery.

  • Hithere on 06/05/2020 - 16:09
    +6

    Australia Post has decided that signatures will no longer be required for parcel delivery to prevent COVID-19 transmission.

    My local postie leaves packages in a safe place and also takes a photo of them before leaving, as evidence.

    Doesn't really prove much as they could take a photo of the delivery and then steal it and it doesn't make the delivery neighbour/stranger theft proof.

    • Trance N Dance on 06/05/2020 - 17:35
      +5

      If the package requires a signature and you're not there to accept delivery, the protocol is still to take it back to the LPO as normal.
      https://auspost.com.au/about-us/news-media/important-updates…

      • okbianca on 06/05/2020 - 19:37

        Is there a way to check if package requires signature on tracking number?

        • Trance N Dance on 07/05/2020 - 06:55

          Yes, either contact auspost by phone or talk to your LPO.

        • bamzero on 07/05/2020 - 13:30

          Auspost tracking site normally shows whether signature is required (not sure if this is only in MyPost account or general tracking) but pretty sure it's only until delivered.

      • mhz on 07/05/2020 - 10:18
        +3

        I've had plenty of parcels left of the doorstep or in my letterbox recently that have required signatures and never even received a knock on the door.

      • LinkJah on 07/05/2020 - 20:18
        +1

        Had several parcels left without signature and wasn't home. Protocol might be there, doesn't seem all are following it though.

        • bamzero on 09/05/2020 - 16:00

          Even though signature may be required, the sender may have Authority To Leave instructions on it (which kind of makes the signature pointless in the first place) though I'm sure there are some delivery guys taking advantage of the contactless delivery thing and leaving them anyway.

  • Parrot on 06/05/2020 - 17:02

    I'm lucky I am always at home and can hear the gate being opened. I just had some Quilton delivered today.

    Are you able to get some sort of "Ring Doorbell" or something that notifies you that someone is near the house? In the long term it will also be part of your security system. It's great to have something. I won't go into depth about what I currently use as it's a bit of a DIY thing.

    • ssquid on 06/05/2020 - 17:08
      +2

      I too use a DIY (dog in yard) solution.

    • okbianca on 06/05/2020 - 17:32

      The thing is they delivered two packages - they have a photo of two packages on my doorstep. I only ever received one by the time I got to it.

      • cheaplee on 06/05/2020 - 20:37

        Have you actually seen this photo?

        • okbianca on 07/05/2020 - 11:07

          Yes, unfortunately. They have real proof, two boxes stacked on top of each other in front of my garage. Oh well.

          • affable on 07/05/2020 - 12:20
            +1

            @okbianca: Check what shoes the delivery guy is wearing next time he delivers a parcel to you. My guess is he took the photo and then helped himself to one of the packages maybe?

      • djk on 12/05/2020 - 14:40

        No offense, but you are lucky you received one, still waiting for sender to work it out with AP for mine AP left outside the wrong address, took weeks for them to admit they left in wrong place, picture didn't uniquely identify my apartment, could have been one of 20 other apartments. Use Parcel Collect now, much safer as long as I know the parcel is being sent. Good luck!

    • lainey13 on 07/05/2020 - 09:38
      +1

      Same, I purposely left my gate squeaky and it's a great early warning system while I investigate outdoor cameras :)

  • macmanluke on 06/05/2020 - 17:14
    +2

    charge back?

  • broc119 on 07/05/2020 - 00:51
    +3

    Hi @okbianca,

    This exact thing happened to us in February, except our order was from Ebay. Auspost didnt get a signature, left it in a "safe place" (at the common entrance of our apartment building of 10+ units), some lucky bastard nicked it. Auspost produced a photo of where it was left, agreed it wasn't "safe" but wasn't able to compensate us (apparently only the seller can claim off them - our only recourse was a refund from seller).

    Of course, the seller refused to refund and refused to claim off Auspost, and both Ebay and Paypal sided with the seller as it had been recorded as "delivered". Our saving grace was submitting a chargeback through the bank.

    My advice - ask yourself if the safe drop location was "safe". If not, get Auspost to email you a confirmation admitting it was not, and use it to request a refund. If it wasn't, push the point of nondelivery and request a refund anyway.

    If Adidas relies on "technically tracking notes it was delivered", just request a chargeback. Don't wait.

    • Trance N Dance on 07/05/2020 - 06:58
      +1

      Had a package nicked after the driver claimed delivery in January. Pushed it to the Postal Industry Ombudsman and got compensation from AusPost that way. Just had to explain to them that the seller denied responsibility since AusPost has given them "proof" that the items were delivered. The complaint goes through a different channel via head office.

      • broc119 on 08/05/2020 - 23:03

        Our seller is based on China but this is good to note regardless. Glad you got your money back.

        Was your seller based in Aus?

  • tinyorca on 07/05/2020 - 09:14
    +1

    I work for an online gift company and there are always packages that show as being delivered but the customer never receives it. We just send a new gift to keep our customers happy. I guess Adidas don't have to worry about that though.

  • [Deactivated] on 07/05/2020 - 09:58

    I had a hospital once put someone's mail on my door personally from a hospital, I had to put it in the right mail box.

    I guess even 3 years of university still doesn't solve stupidity.

    So take what ever advice you want from it.

  • [Deactivated] on 07/05/2020 - 10:09

    Adidas packages say to sign, however my postie leaves at my front door.

    I'm unsure if I've said to do that in the past, or they're so busy they just do it.

    I've never seen anyone take photos of packages at my door, however my driveway is very steep in a good suburb so it's really safe.

    I had 1k in ASOS delivered to the wrong house, and the person came by to drop it off to me!

    I find it off, 1 package was there only 😬

    I think we're at a point where you need a dashcam, and a cam at the front of your home just to protect yourself.

  • Yamun121 on 07/05/2020 - 10:31
    +6

    This happened to me with a $200 ceiling fan delivered via Beacon lighting ebay store
    Item was 'delivered' and no package seen
    it was meant to be signed for, but they didn't. Ebay support + beacon didn't help.
    Paypal dispute - eventually in favour of seller 'as they had proof of delivery…'

    Next option could be credit card chargeback
    I went with online complaint to AFCA - https://www.afca.org.au/ - as paypal failed their buyer protection.

    Few weeks later 'courtesy refund' from paypal

    • mhz on 07/05/2020 - 13:56
      +1

      I've had situations where I've had to get a chargeback from my card issuer cos PayPal refused to give my money back, and when the chargeback was applied by my bank Paypal deducted it from my PayPal account and put it into debit! I try to use Paypal now as little as I can, their 'protection' means nothing!

      • oz-eh on 07/05/2020 - 23:49
        +1

        being an online merchant (have been doing it for about 10 years) pretty much PayPal and credit card company always side with the buyer 99% of the time… there is literally nothing the merchant can do despite the merchant did everything right and customer even admitted in writing that they have received the item and it wasn't our fault and PayPal/card company still wouldn't do anything and we were left with losing the goods itself and the money being charged back as well.

  • wkd on 07/05/2020 - 11:24

    surprised adidas doesnt take it up with auspost.
    i had a package from bonds that was delivered to the wrong address by the postman and bonds sent out another package.

  • Tigercjn on 07/05/2020 - 12:19

    Check at your local post office, it may simply be there, Also ask for a copy of the receipt, it may also be miss addressed, check this.

  • infinite on 07/05/2020 - 12:29
    +6

    Don't waste any more of your time, just process a charge-back on your credit card via your bank.

  • Zerofive on 07/05/2020 - 13:40
    +1

    Hey this happened to me too

    I ordered something of eBay and it got delivered with signature on delivery and nothing was delivered as no one was home.

    eBay wouldn't help me neither could the seller.

    I had to lodge a complaint with Aus post and request them to do a GPS audit, after many back and forth I finally got a refund from auspost for 190$

    Hopefully this helps, oh and ask for a manager as soon as they pickup and then they'll ask you the entire story then transfer you over.

    GPS audit and proof of delivery you need to insist on, they'll try to say get the sender to lodge the complaint but keep persisting.

    Hope this helps

    • Wally on 07/05/2020 - 15:32

      How did you get the GPS Audit?
      Auspost claim they only report to the seller and if they have provided a safedrop pic (of the wrong address!) the seller is covered!

  • Windows98 on 07/05/2020 - 14:05
    -2

    It's between you and the delivery company now.

  • Hirolol on 07/05/2020 - 14:38

    If there was photo evidence of it being delivered then your only choice may be to get a charge back.

    Someone I know was in a similar situation when they ordered groceries delivery from the supermarket and there was photo evidence but the cigarettes would always go missing.
    Seeing as there was always photo evidence the supermarkets didn’t care.

  • superuser on 07/05/2020 - 15:42
    +1

    For anyone asks for signature, the delivery man just fakes it

  • pufffdragon on 07/05/2020 - 16:27
    +3

    Unless you have video footage of the delivery, it's your word against theirs. Couriers fake signatures all the time.

    If you argue it they will just send a copy of the signature you didn't actually sign.

    • okbianca on 07/05/2020 - 16:46

      I never even signed anything - so I have that however the more damning evidence is the photo of the two boxes in the front of my house.

      • oz-eh on 07/05/2020 - 23:51

        seriously, like others have said, I believe its no point wasting time and just do a chargeback.. just tell your bank/card issuer what happened exactly and go from there (including that they got photo of the goods being dropped off but you didn't actually receive it)

  • cloudy on 07/05/2020 - 21:03

    I once received a parcel delivered wrongly to my address, I just wonder all the time who bares the cost of undelivered items.

  • BestofOZB on 07/05/2020 - 21:15
    +1

    Charge back. End of story.

    • oz-eh on 07/05/2020 - 23:46

      excatly. As a online merchant I can tell you that's the only thing you need to do.

  • AdosHouse on 08/05/2020 - 11:54

    I must be pretty lucky, my local AusPost driver is a nice bloke and always waits a minute for me to answer the door. Local Couriers Please is good, even local Fastway is decent.

  • tarb on 09/05/2020 - 03:14
    +1

    I had a parcel last week get mistakenly delivered. I live at 'X' Street, and it was delivered to 'X' Road in a whole different suburb. Got signed for and everythign. Luckily I had a real champion recieve it, text me (my name & phone number was visible on the sticker on the outside) and then return it to AusPost for redelivery the next day. Was pretty blown away by the mistake, and how honest and helpful the guy was.

    • AdosHouse on 10/05/2020 - 20:11

      I've received a few packages not meant for me before. Only when delivered by the bike guys, not from the parcel guy. One was for a few streets away, and a couple for neighbors. I'd just take them to the owners themselves, as long as it's close by.

  • cloudy on 12/05/2020 - 12:07

    Hey OP, any update?

    • okbianca on 12/05/2020 - 14:09

      They sent me an unhelpful email template saying the package was delivered already and then closed my ticket.

      I am going to lodge a formal complaint internally with them one last time before chargebacking the transaction.

    • okbianca on 08/06/2020 - 19:12
      +1

      got an update!!

  • okbianca on 08/06/2020 - 19:11

    Update: This was the worst experience I've ever had with any CS.

    After over two months, I have finally received my refund. I was on their live chat support system EVERY day and I was told by over thirty different "support agents" that they've escalated it to their supervisor, who will get back to me within a day. I've had responses ranging from "I can guarantee you that we will confirm the refund tomorrow" to "I can assure you, I would not lie, I'll email you tomorrow about this."

    It took me basically speaking to their Facebook support team, who quickly raised this for me and I got my refund processed within 24 hours after bringing it on via their Facebook messenger support.

    I've wasted so much time, and they held onto my money for months as well. Love their items but their CS is dreadful.

    • cloudy on 08/06/2020 - 19:47
      +1

      Thanks for the update, and such yuck CS!

      I always wondered the dangers of online shopping.

  • capslock janitor on 28/06/2020 - 13:55
    -1

    not sure if relevant but I've ordered some expensive stuff like a laptop and airpods within last 6 months, obviously meant for sig required,
    however the AusPost delivery guy only asked if this was your name, then handed it and left …

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