Emirates Skywards - Emirates High Street Complaint

I made an order on Emirates High Street order reference number is: 443904-842711, Date 30/07/2012. for a Stratic Roller Bag using approx 25,000 Miles point and approx $33 for VAT and Shipment ...
Ther Order was shipped through DHL and it showed that the order was recieved on 1St August 2012 by someone named as FD.
I spoke to FD and she said that she recieved my packet and kept it outside my door but there was nothing outside my door ....

I wrote an email to Emirates asking about my Order and see what i got from them ....



-----Original Message-----
From:
To: [email]customerservice@theemirateshighstreet.com
Sent: 08/06/12
Subject: Emirates High Street: Order enquiry - 00254434891

Mr sheikhshabbir

Hi ,
I still have not received my order reference number is: 443904-842711, Date 30/07/2012.
Regards

sheikshabbir

Dear Mr. sheikshabbir,

Thank you for contacting us.

I am sorry to know that you have not received you order. However, after tracking the shipment details against your order, I see that it has been delivered on 1st August 2012. I therefore, request you to check in your neighborhood.

You can also track the order by visiting the link below:

Please confirm if received.

Yours sincerely,
XXXX
The Emirates High Street Team


Original Message Follows:
------------------------
Hi ,
I spoke to my neighbour and she said that she kept the article outside my door after she received it .
However i ddint find anything .
What shall i do now ??
Regards



Dear Mr. S,

Thank you for contacting us again.

I am sorry to know that you have not received your order. I have forwarded the matter to the concerned department. I therefore, request you to be patient as we will get back to you as soon as we receive any update from the concerned team.

Yours sincerely,
XXXX
The Emirates High Street Team


Dear Mr. S,

Greeting from the Emirates High Street Team.

We have been informed that there is nothing that can be done as DHL had delivered this shipment with a clear proof of delivery. The person who signed is FD.

Please accept our apology and thank you for your understanding.

Yours sincerely,
XXXX
The Emirates High Street Team

Now i wanted to know from Emirates that who paid for the Order Mr sheikhshabbir or FD???
And i didnt instruct that the item should be Shipped to FD ...
Why wasnt the order shipped to me ???
I was at home and no one came with anything ...
I requested Emirates either sent me the shipment again or return me the miles along with the cash paid from my account...

I hope someone could guide me with it and help me out...
Regards
XXX

IMHO it is not Emirates High Street's fault. Rather it is DHL's fault as they should have looked for you rather than just hand it over to your neighbor. Often if they cannot find the cnee they just call the contact number and schedule a delivery, many times, on the following day or at a later time.

The only way I can think you can get something out of Emirates High Street is by asking them to chase DHL for not following an SOP and simply handing over the parcel to somebody who it wasn't intended for. A tough job it'll be since you'll have to claim it from DHL via Emirates High Street and I'm not sure they'll be willing to put in the time and effort for it

Good Luck any ways . . .

IMHO it is DHL's fault but EK's responsibility. DHL should compensate EK and EK should send you a new bag or refund the money.

I whould reply that DHL delivered to the wrong person, and that since the parcel never entered your possession, it was clearly not successfully delivered. Therefore you expect EK to fulfil the contract you had with them or to refund your money and miles.

It's actually your neighbour you need to be complaining to.

She took delivery, and then just left it outside your door? What a stupid thing to do.

It's actually your neighbour you need to be complaining to.

Hmm. I disagree - it should be DHL talking to the neighbour. I don't disagree the neighbour was stupid, but so was DHL if they didn't verify what the neighbour would do with the delivery - they as good as left it lying outside the door themselves.

Emirates High Street did their part of the deal, the only thing they could do is chase up DHL for the value of the package.
Best case scenario would be for DHL to get (through insurance perhaps) the cost of the package (assuming EHS did the right thing by insuring it to its full value) re-imbursed to EHS. In this case EHS could then dispatch a replacement to the OP.
The chance of this happening is very slim. I am surprised that the neighbour left the package outside the door of the OP. It could have been mistaken for garbage. The OP gives no information about their location (ie country/city) nor about the neighbourhood (buildings, houses etc).

I'm afraid once it's been signed for they (DHL) classify it as delivered and their job is done. The only time you can really apply for compensation is if DHL are in the wrong. i.e. delivered to the wrong address etc... But if you're neighbour has signed for it at the correct address, well that's a completely different story.

I am surprised by the stance here. :)

Certainly under UK law, I would consider the contract with EHS not to be fulfilled. EHS owe the OP the goods paid for.

It would then be up to EHS to work things out with DHL and the neighbour.

(If the "neighbour" lives at the same address, that'd be a different matter, but it seems clear that this neighbour has a different front door, and so a different address.)

I agree with those who say it is DHL at fault. They are a specialist delivery company who must deliver to the recipient and obtain proof by some form of ID UNLESS emirates specified that anyone at the address can sign for it, in which case that would be in the small print of the contract with emirates which makes a claim very difficult. I would ask emirates what the instructions to DHL were and If it is to be signed by recipient only then tell them you never signed and can they inform DHL that they either prove they have your signature or refund you the amount. Either way as you never interacted with DHL emirates should make the initial follow up.

Was any payment made by credit card? If so, dispute the credit card charge on the grounds that you did not receive the item.