What happened: A customer ordered a £200 pair of boots from an online retailer. The courier's tracking showed "delivered" with a photo of a doorstep that wasn't his. The retailer's support team initially told him to "contact the courier directly."
What actually applied: Under UK consumer law, the retailer — not the courier — remains responsible for goods until they physically reach the buyer, regardless of which delivery company they used.
What he did: He replied to the retailer in writing, citing that liability rule directly, attached a screenshot of the mismatched delivery photo, and gave a clear deadline for a refund or reshipment.
How it ended: The retailer reshipped the boots at no extra cost within a week, once the liability point was raised in writing rather than argued over chat.