Update about the e-surgery situation of my parcel being stolen.

Original thread here https://old.reddit.com/r/UKMounjaro/comments/1gvr4r9/royal_mail_left_my_parcel_outside_and_esurgery/

I just got a reply saying " e-Surgery Cares 3:24 PM (1 hour ago) to me

Hello,

Thank you for getting in touch. We understand your frustration and have thoroughly investigated the situation.

We have carefully reviewed the delivery details provided by Royal Mail. They have confirmed that your package was delivered on November 15th, complete with GPS data and a photo of the delivery location. We also initiated a follow-up investigation with Royal Mail, and they have reaffirmed the successful delivery of your order.

Given the evidence provided by Royal Mail, we regrettably cannot offer a refund or resend the medication in this instance. We understand this is not the outcome you were hoping for, and we sincerely apologise for any inconvenience this may have caused.

If you believe there might have been an issue with the delivery location or if you have any additional information that could help clarify the situation, please let us know. We're here to assist you in any way we can within our policies.

We value your business and hope to have the opportunity to serve you better in the future.

Kind regard"

I've put a charge back request in but I'm screwed now for the medication because i don't have any money to buy more.

Edit: My reply Thank you for your response. While I understand the challenges of dealing with delivery disputes, I must reiterate my position and point out the gaps in your handling of this issue.

Under the Consumer Rights Act 2015, your obligation as the retailer is to ensure the goods are delivered to me or my designated location. In this case, the parcel was not delivered to me personally or to the agreed safe space (my porch), but instead left outside in a manner that rendered it vulnerable to theft. The provision of GPS data and a photo does not absolve you of responsibility when the delivery method itself was inadequate and contrary to reasonable care.

Furthermore, I remind you of my payment method, which involves a credit agreement. Section 75 of the Consumer Credit Act 1974 places liability on you as the retailer to ensure the proper delivery of goods or to provide a resolution, such as a replacement or refund, in the event of non-delivery.

Your refusal to resolve this issue based on Royal Mail’s claim of "successful delivery" overlooks your responsibilities under both consumer protection laws and the credit agreement. The facts remain:

The parcel was not received by me or left in a secure location. The medication in question has now expired due to the refrigeration requirements, making it unfit for purpose even if recovered. As the retailer, you retain liability for ensuring delivery until the point of receipt by the consumer. I request that you reconsider your position and take one of the following actions immediately:

Provide a full refund for the undelivered medication. Issue a replacement order, delivered securely with a reliable courier. If this matter is not resolved satisfactorily within 7 days, I will escalate the complaint to the relevant authorities, including the General Pharmaceutical Council, Trading Standards, and my credit provider under Section 75. I will also consider seeking legal advice to recover the costs and damages incurred.

I trust you will resolve this issue promptly and professionally.

Yours sincerely,