For those who missed the start of this, a quick review of this now weirdly locked topic should give you a full primer.
In short.
- I ordered an AMS on the 2nd of September
- It was due for delivery (after back order) finally on the 14th of September
- It never showed up
- Bambu Lab believes it is my fault because DPD requires an alternative address (something I cannot turn off), the only other address is my immediate neighbour. There is an option to deliver to any neighbour, but, I have never enabled that option.
- Bambu Lab has repeatedly refused to initiate a delivery investigation with DPD
- Bambu Lab has the option to start this investigation from their web portal.
- Bambu Lab chooses not to disable the option to deliver to any neighbour when sending packages.
The U.K. Consumer Rights Act 2015 makes it clear that the sender is responsible for getting the purchased item to the address or alternative safe place (that they allow) and to do so within 30 days of the date of the order.
Under the CRA 2015, there is a default period of 30 days, during which time
the retailer must deliver the goods unless a longer period has been agreed
with the consumer.The retailer is responsible for goods (including digital content) until they are
in the physical possession of the consumer (or someone appointed by the
consumer) or delivered to a nominated safe place. If goods are not delivered,
a complaint should be made to the retailer (with whom the consumer has a
contract) rather than the courier, unless the consumer has arranged their
own delivery service.
Instead of complying with the law, Bambu Lab has asked me to accept an Ā£80 discount code rather than the full value of the purchased Ā£278.10 AMS (I had a discount code) and Ā£8 delivery charge. A total of Ā£286.10 of my hard-earned money had been stolen from me.
I do not know if Bambu Lab took out insurance and has decided to make me pay for their failure to deliver the purchased item from them.
This is the second time DPD failed to deliver an item to me form Bambu Lab, they correctly resolved that incident, albeit after a significant delay.
I have been met with lie after lie about what they were doing when they had done nothing. I was told they needed 8 working days to find out they hadnāt bothered speaking with DPD since the 23rd, two working days after they said they needed 8 working days and a full 14 days before they eventually provided me with an excuse of why they belive the law doesnāt apply to them.
Remember, I live at 50, and the alternative address is 48, DPD first said it had been delivered to 63, but they then said it was 16. BL still thinks this is all perfectly normal and a professional and responsible way to treat their customers.
For those who do not know, I am dying, I have just months left to live. I have not been able to physically leave my home since Feb 2020 unless I am in medical transport. I stopped all tests and hospital visits last year as I wait to die, it is simply too much of a strain.
I was in all day when it was due because I am in all day every day and have been for almost 5 years. Number 48 was also in as it was a Saturday, and number 63 was also in all day. Yet, this package was delivered to someone (nope, not number 16 either, I had that checked).
Do you think Bambu Lab should provide the AMS I paid for?
- Yes - you paid for it, what other choice is there?
- No - Bambu Lab do not have to provide goods just because you gave them money and the law requires it.
I am just a man on his deathbed waiting to die, with the only joy being the models I can create from my bed and print out. I do not know why I should be penalised for something I have no control over.
I need your help, share this with someone.
Full details
- Order the AMS and other items on the 2nd of September
- The AMS was back ordered until the 11th of September
- That was further delayed until I received the only information of delivery 4 hoursā notice before the one-hour delivery slot from DPD the delivery partner,
zero info from BL. - That delivery never happened
- No one came to my house, nothing on the security cameras.
- No one went to the ONLY other nominated address
- Instead, despite the evidence required by DPD of a successful delivery, the driver took a picture of a random house using the made-up name of the occupants. They also have security cameras, nothing went near their house all day and no one has the made-up name provided by the delivery driver.
I informed the delivery company on the same day that the package was not delivered and the staff member agreed they failed to deliver the package and the evidence photo was not evidence. She told me the driver would be charged for the cost of the package as they had clearly failed to achieve the minimum.
I reported all of this clearly and concisely to BL after the 48-hour window the delivery company requires in case it magically appears.
It was then that the real problems started.
- 18th Sep reported it to BL
- 18th Sep they required I fill in a declaration that DPD requires, I completed it immediately despite the fact my hands no longer work with a pen, and I had to create an electronic response.
- 19th Sep they said they required 8 working days, which would have concluded at the end of the 27th.
- 30th Sep I heard nothing, the day they said they would have had an answer.
- 1st Oct to the 7th Oct they all went on holiday for a week and never bothered to let me know.
- 6th they announced that the package had been delivered to a neighbour and because DPD requires app users to provide an address I am responsible for THEIR delivery partnerās failure and their own refusal to follow U.K. law.
Something happened in the background that I only found out later, not by BL, but by DPD.
- 23rd Sep BL was provided a note from DPD where they said the delivery was successfully made to number 16.
Importantly, I am number 50, and the ONLY approved neighbour is number 48, the original evidence showed it was delivered to number 63, and now they suggest it was number 16. Clearly, DPD are really bad at this.
More importantly, Bambu Lab still has NOT initiated an investigation with DPD, until they do, nothing else has any legal weight with DPD.
I called DPD their delivery partner on the following dates.
- 14th Sep to report a non-delivery, they confirmed the delivery evidence was invalid and their driver was at fault.
- 17th Sep to ask if the package was returned to the delivery hub, it wasnāt, and they again confirmed the loss was their fault.
- 7th Oct to ask if Bambu Lab had been in touch, Bambu Lab had ONLY communicated with DPD once on the 23rd.
- 11th Oct to ask if Bambu Lab had finally initiated the investigation. They confirmed they had not communicated with Bambu Lab since the 23rd of September.
