Chocogram - BAD customer service after delivery to wrong address
Situation:
On 10 Dec I placed an order for a Christmas gift, to be delivered on 21 Dec. When the date came and passed, I received no communication whatsoever, so proactively reached out on 24 Dec. I was told the "package was refused by the receiver". Turns out this was due to my mistake (typo in address) and I provided the correct address, with Chocogram confirming this would be shipped on 24 Dec afternoon.
After this, again I received no communication on confirmation/issue with delivery. Hence I proactively emailed again. After going back-and-forth with Chocogram and insisting they dig deeper, they finally admitted the courier delivered to the WRONG(!) address.
When I pointed out their mistake, Chocogram said "we will refund the costs of the gift upon return of the parcel." - a ridiculous suggestion considering we never received the package since their courier delivered to the WRONG address, so it would not be physically possible to return.
Upon finding out the incorrect address their courier wrongly delivered to, Chocogram told me to hunt for the package myself (!!) and made NO effort to resolve. We were only able to find the package 2 weeks later, way after Christmas and with considerable hassle and embarassment.
Key issues :
1) Chocogram NEVER alerted me on delivery confirmation or issue. Each time I had to chase up with vague responses.
2) Chocogram delivered to an INCORRECT address with no apology
3) Unprofessional customer service, actually accusing me "Firstly how to proof you parents did not pick up the parcel and you are trying to get your money?"
4) Insisting "it all matches up" even when their courier delivered to INCORRECT address
5) Inisisting it was our "neighbour's responsibility" to deliver the package to us, when I paid Chocogram (and not my neighbour!) to deliver the gift.
Acceptable solution :
All I needed was for this package to have been delivered by Christmas, to the correct address, and be notified proactively if there are any issues. This is well within my reasonable rights as a consumer, as per Fair Trading guidelines.
I will accept an acknowlegement of their mistake on the above issues, an apology and confirmation this will not happen again for future customers. I also want to know what make-good they propose for the grieviences caused and for their delivery of a gift to an incorrect address that we had to spend 2 weeks looking for ourselves (with no help from Chocogram).