Quote:
Originally Posted by HarryT
DHL, clearly. One cannot reasonably hold someone "responsible" for something that is completely outside their control. Waterstones have no "control" over DHL.
As a seller, my responsibility ends when I hand the package over to the courier.
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Even though loosing the package through DHL is outside the control of Waterstones. I think Waterstones can still do a better job in helping the customer find the package or replacing it within a reasonable time.
I do a lot of ordering for the company I work with and when I've had problems receiving an item, they've all helped me track it down or replace it. I think that's just good customer service and will help retain my business.