This is what the MD had to say when they lost my niece's 18th birthday present and refused to replace or refund it:
"I think you agree you have to bear some responsibility for delivery to the wrong address as that was your mistake. I'm confident the driver did the right thing in accordance with instructions carried out by him routinely on a daily basis. There was nobody home at the time of delivery and he judged it was safe to leave the parcel. I wasn't there, you weren't there; we have to respect his judgement as a professional who is familiar with the neighbourhoods on his daily run. I understand you don't agree and I'm sorry.
Best regards,
Scott Witt
Managing Director
Cellarit.com.au
"
