Four deliveries. The same empty step every time.
Sophie shares a rented terrace with her friend Hannah on a quiet street in Leeds. Online orders are part of the weekly routine: the courier leaves the box on the front step, a notification confirms the drop-off, and whoever gets home first brings it in.
When the first parcel wasn’t there, Sophie put it down to a courier mix-up. The second time, Hannah assumed it had gone to a neighbour’s door. The replacement never turned up either. Then a birthday present disappeared — and every single time, the tracking page insisted it had been delivered.
The complaints went round in circles. The retailer pointed to the logged delivery time; the courier pointed to the photo of the doorstep. What was missing was their own view of that step — during exactly the hours when nobody was home.