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Canada post tracking delivery notice12/26/2023 He says it was only after Go Public contacted the company that it sent someone to his building to investigate and confirm the package never arrived. Yousefi says FedEx wouldn't take his concerns seriously at first. "They put my name as a person who's signed it, but I didn't sign anything," Yousefi said about the $330 online order he placed in August with fashion retailer Diesel. He only got his money back after CCTV footage of his building's mailroom revealed his online order was never delivered, despite getting a "proof of delivery" email notification from FedEx saying he'd signed for the package. Then there's Kamyar Yousefi from Vancouver. WATCH | Who is accountable when an online order doesn't arrive:ĭuration 2:16 Go Public looks at who is accountable when online purchases fail to arrive and what shoppers can do before they place an order to ensure delivery. Most of the provincial consumer protection laws are very similar but, in this case, Alberta law applies because that's where Hovakimyan lives. Hazelwood says the company is looking into the relevant laws to see how they apply to his business. The company refunded Hovakimyan's money more than a month later, but only after Purolator located the missing box in one of its warehouses. "I've never heard of that and I've been in business for 30 years," Hazelwood said, adding small retailers are at a huge disadvantage when it comes to online sales because it's harder for them to absorb losses and because bigger companies like Amazon and Walmart get better deals on shipping costs. He said he wasn't aware of the consumer protection law. (Colin Hall/CBC)Īcclaim Sound and Lighting owner, Tim Hazelwood, tells Go Public the store's policy is there to protect his small business from losses it can't afford when shipping companies lose merchandise. He now plans to use that money to buy a new drum set from this local music store. Hovakimyan did eventually get a refund from the online music store but only after Purolator found the missing box a month later. customers don't even know what they're facing," Hovakimyan said. "There are contradictions between the laws and the policies. Hovakimyan did, after reading Acclaim Sound and Lighting's shipping policy, which says the customer assumes "the risk of loss" once an item is shipped. He says buyers often think they are at the mercy of those store policies. Whitehurst says some company policies indicate the buyer is responsible for merchandise that's lost in shipping, even though consumer laws clearly say the retailer is responsible. "It's certainly not unusual that companies will write policies that are one-sided and intended to make consumers feel they have fewer rights than they do," said Ken Whitehurst, executive director of the Consumers Council of Canada. "It just felt so wrong."Ĭonsumer laws are on the side of online shoppers when deliveries go missing, but experts say taking advantage of those laws is harder than it should be, made more complicated when companies try to shift the cost of lost parcels onto buyers in their policies. "I was humiliated and very, very, angry," Hovakimyan told Go Public. The seller, Acclaim Sound and Lighting in North Bay, Ont., would only offer a replacement if the set was back in stock sometime in the future - or give him the $100 it got from shipping insurance. Purolator said it would look for the package, but he'd have to deal with the seller if he wanted a refund. Been wronged? Contact the Go Public team.He spent weeks going back and forth between the shipping company and the retailer, trying to get them to track down the missing box or give him his money back. Things got complicated when Hovakimyan asked for a refund. 16, missing key pieces and rendering the set useless. Only one arrived at the Purolator outlet on Sept. The 40003 Speedlight Electronic Drum Kit was shipped in two boxes. A Calgary online shopper is told his almost $2,000 drum set was lost in shipping and he'll have to eat the cost.Ī Vancouver man gets a "proof of delivery notice'' even though security video shows the delivery was never made.Ĭanadians are shopping online in record numbers during the pandemic - sales almost doubled from $1.6 billion in February to $2.8 billion in August, according to Statistics Canada.īut what happens when those items don't arrive? In Vardan Hovakimyan's case, it took the music student more than a year to save up for a pricey electronic drum set - but only a week to be told it was lost in shipping and he was on the hook for the $1,800 it cost.
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