Vanessa D.

My daughter placed an order for two electric toothbrushes, a hairdryer and shampoo ( 192 pounds!) for the delivery date of the 19th September 2023. I was staying with her then, and waited the whole day for the delivery. It did not arrive and has never come. We phoned Boots that evening and were told we had to wait 24 hours before reporting it.
We phoned (20th) the next day and were told it had been delivered. It had not. I had also been in the day of the 20th as we were expecting various deliveries, and I kept checking if we had received any deliveries.
We emailed and phoned again and were told we had to wait 72 hours before an investigation could be logged.

The Royal Mail had a photo on their system showing delivery. It was a photo of a building area not anywhere in our building. We sent an email including their "proof of delivery" photo and photos of our building showing how it could not possibly be our building, so it could not be used as proof of delivery, instead, it was proof that it had been incorrectly delivered.
After numerous emails and telephone calls, We were informed on the 7th of October that the Royal Mail had investigated and concluded that the parcel had been delivered. Boots's contractual requirements had been met, and we would not receive a refund.

I am distraught and disappointed. The fact that the Royal Mail photo was not of our building, there was no option to have a signed delivery for a high-value item, and it is Boots who has a contract with Royal Mail for delivery, not us; how could they conclude that their contractual obligations had been met. This is a large sum of money to lose as Boots, who has a contract with Royal Mail for deliveries as their carrier, are failing in their "contractual requirements in relation to this order" as Royal Mail did not deliver the parcel to the correct building which resulted in us not receiving our parcel at all. We should not bear the consequences of their mistake.

Boots suggested we "contact your local authorities if you believe the parcel has been stolen from your property". We cannot do this as the authorities would conclude that the parcel was never delivered to our building based on the photograph provided by Royal Mail and an examination of our building. It would be evident to any observer that they were not in the same building.

Date of experience: 19TH September to October 07,2023