I believe that my new phone has been stolen in transit.

stewartgavin

Greetings folks!

I recently decided to make the jump over to GiffGaff, largely due to the stellar recommendations from many of my friends who are also using the network. I ordered one of the new Nexus 6 32 GB Models and was excited and looking forward to upgrading from my Galaxy S3.

Then everything went wrong.

The estimated delivery date for my phone was Tuesday 16th December. Tuesday rolled around and yet no delivery occurred. A little disappointed I decided to check the UKMail tracking app to find out the status of my delivery. The tracking app informed me that my phone was delivered at 14:09 on Tuesday 16th, but this was simply not true!

I proceeded to contact UKMail several times only to be repeatedly shut down and informed that my phone had been delivered and it was recorded as so on their system. I then made several attempts to contact UKMail on their customer service helpline only to be placed on hold for upwards of 30 minutes each time. (I understand that this is to be expected during the busy Christmas period.)

My next step was then to contact GiffGaff directly in order to get the issue resolved. Katriona of the GiffGaff team was kind enough to contact UKMail on my behalf, and she recieved a response that stated that my phone was delivered on Tuesday 16th December and was signed for by "G. Stewart".

Now you see the funny thing is that my name is not G. Stewart, it's S. Gavin, so clearly someone has fraudulently signed for my phone (most likely the delivery driver), and in the process they somehow got my forename and surname confused.

I've now responded both to Katriona and also sent a new Enquiry to UKMail in an attempt to get this resolved, but to be honest I'm not hopeful.

Has anyone else experienced similar issues with UKMail? And also does anyone have any advice on how I should proceed from here?

Thanks.

isabel1066

welcome @stewartgavin sorry for this but we can not comment as this is between you giffgaff and ukmail good luck.

johnstilwell

How did you pay for the phone, if you used a credit card then the card company should refund you, if you bought it with a Ratesetter loan then I'd suggest you contact them as well.

Hopefully someone will get you sorted out soon.

kirstwaddell

Get the imei of the dispatched phone and have it blocked. At least it will be US in the UK

stewartgavin

@johnstilwell I paid for the phone using Visa Debit. However I was under the impression that my contract is with the seller (GiffGaff) and it would be the responsibility of the seller to reimburse me for a failure to deliver the goods paid for.

eyra

Hello

As far as I remember (from the quizzes) , if you didn't get the delivery then it's the responsibility of Giffgaff

johnstilwell

@stewartgavin You are quite correct that GiffGaff are responsible, I was just pointing out that with a credit card they are jointly responsible, I don't think the same protection exists with Visa Debit though.

UKmail are responsible to GiffGaff so it's a bit of a convoluted chain, BUT unless UKmail can prove that YOU signed for the phone they don't have a leg to stand on, and as you pointed out the name signed isn't yours.

Hope you get some good news soon, but I fear that it will be next week before anything much happens, BUT I hope I'm wrong there.

stewartgavin

@johnstilwell Yeah, it's all a bit of a mess really. At least Giff Gaff are actually trying to help.

It's a shame that they use a courier a dreadful as UKMail. I've watched a few videos of the sorting in their depots. It's apalling.

johnstilwell

Football with the parcels market "Fragile"?

stewartgavin

Precisely.

nigelbrooks

@stewartgavin

Absolutely correct.

If you have yet to get a satisfactory response then e-mail to complaints@giffgaff.com with a 'hard copy' to:

Complaints
giffgaff Ltd
11 Vine Street
Uxbridge
Middlesex
UB8 1QE

pwei94

I would already pay for big ticket mail order items on credit card, more protection. But you should be good to get a replacement sent as you have not been sent the goods the contract is not fulfilled

thegazbo

The tracker that you would sign saves the gps position on the yodel ones, so I would ask that they look at the data and that they investigate.

If they refuse ask their name and tell them that you have no option but to report it to the police,

They will jump on it as they don't like the police involvement.

remisch

Arrrrgh! couriers, couriers... in Poland were also some horror stories about their lack of competence and resposibility, so I see nothing new here ☹

Anyway if You'd paid with card (Visa or Mastercard) you can make a claim in your bank called chargeback, if supplier wont prove correct delivery you'll get your money back, though it can be long process (longest I had was 6 months, shortest ~45 days).

HTHY

littlewren07

@stewartgavin

I wish you the very best of luck with your case. The advice you have been given is correct...

i.e. giffgaff, as the seller, are 100% responsible for either the refund, or redelivery of the phone.

Credit card would have been covered, but, again, sadly, as you paid by visa debit card, payment protection isn't available to you.

giffgaff complaints (using the email address given in a post above) AND a hard copy via registered post to the address (also posted earlier) are the way to go.

Again, I wish you the very best of luck, and please do keep us informed of your progress.

remisch

@littlewren07

Chargeback covers any payment made by card regardless of being debit/credit/charge card as well as it comes either from Visa or Mastercard. That's most beautiful for us as customers, even on form to fill one of option is "good not delivered" 🙂

HTH

osborne82

Contact your bank and ask for a visa charge back on a debit card your covered for transactions over 100 quid. Also ask an agent for imei. Block it and report to police

Then get bk intouch with delivery company they should want to help then lol

Cheers

Osborne82

weeman

@osborne82 wrote:
Contact your bank and ask for a visa charge back on a debit card your covered for transactions over 100 quid. Also ask an agent for imei. Block it and report to police
Then get bk intouch with delivery company they should want to help then lol
Cheers
Osborne82

I don't know about the £100 rule for debit cards,I got £45 refunded back to me from my bank,after i ordered a pair of working boots,that never got sent out.

It took nearly 3 months to get the money back,but i got it back.

Oh and it was a maestro card.

George

thegazbo

But surely that too can be circumvented....?

All the delivery driver has to do is sit within the postal code of the purchaser and sign the tracker at his/her leisure?

No it's accurate to a couple of meters, when I worked for yodel they caught a driver out that way and he was prosecuted and fired

datdad

@stewartgavin sorry to hear about yet another Giffgaff delivery that’s not been completed.

You went the extra mile and tried to reason with the unsatisfactory delivery courier.

So as others have said your issue is with Giffgaff since it’s they who sold you the phone.

Suggest you only contact them in writing by letter or email and make each communication a complaint.

As others have written there is likely to be a ‘joint liability’with the card company so you should put them on notice that his is happened and that you may be requiring them too to reimburse your loss.

On a more general point it’s a regular complaint on these threads the poor quality of GGs courier - and GG are aware— it would lead me to buy elsewhere face to face though that’s no compensation for this apparently poor service for you.