Mum says daughter's birthday was 'ruined' after courier company failed to deliver present four times

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A woman from Southway said her daughter's birthday was "ruined" after a courier company failed to deliver a present four times.

Jane Taylor ordered an iPhone 5c on May 22 for her daughter Charlie's 12th birthday.

"The delivery company, UK Mail, failed to turn up twice," Ms. Taylor said.

"There was no knock on the door and I didn't receive an email."

Ms. Taylor called the company on May 27 and a representative told her that the request would be escalated with delivery estimated the next day, Charlie's birthday, before noon.

When the day came, the parcel didn't arrive until 2.15pm when Ms. Taylor was out on the school run.

Having phoned UK Mail, Ms. Taylor was told that the delivery driver would try again later that evening, but the parcel never arrived.

She phoned UK Mail for a third time and the request was escalated for a pre-noon delivery.

"I stated to them that I would not be in until after 11.30am because my daughter had her school induction," Ms. Taylor said.

"When I got home I found out that they had tried to make the delivery at 10am."

Ms. Taylor was told that, according to UK Mail's policy on deliveries, they would not try again after the fourth attempt. To collect the parcel she made the two-hour round trip to the UK Mail Exeter depot to collect her daughter's present.

"The guy at the depot just said sorry," Ms. Taylor said.

"I explained what had happened and he had a look on the system. I asked for the phone call recordings to prove I had stated I would be out, but they refused and said I would have to go to the company I ordered the phone with.

"Just to cap it all off when I finally got the phone it didn't work!

"I've never had a problem with UK Mail before, but they have well and truly ruined a 12-year-old's birthday

"It was going to be a surprise for Charlie, but when the iTunes voucher fell out of her birthday card she started asking if she was getting an iphone – I had thought it would have been delivered by then.

"We even postponed her birthday tea one night because we were waiting for the van driver to come back. Basically I feel fobbed off"

The Herald has contacted UK Mail for a statement and are awaiting a response.