activateondemand.com

Address error admitted, mis-delivery, contradictory claims, case closed then reopened – very poorly

I ordered a Ring Doorbell from Activate OnDemand on 21 December 2025.I immediately noticed that my door number was missing from the delivery details and contacted them. On 23 December they acknowledged in writing that the address was incomplete.Despite this, on 28 December they said the parcel had been delivered on 26 December. I was at home at the time stamp provided and nothing arrived, so I contacted them and my bank, who refunded me my money. This company demand confirmation of receipt multiple times and each time I said no, I had not received the parcel.On 30 December Activate OnDemand again confirmed in writing that the address was incomplete and that, because the courier service was “addressee only”, the parcel could not be redirected and would have to be returned.On 6 January they confirmed in writing that:I was at home,The parcel was not received,The person who signed was unknown and unauthorised,My bank had refunded me,No further action was required and the case was closed.However, after formally closing the case, they reopened it and contacted me again on 15 January and again today, stating that the courier had “confirmed delivery to the correct address” and implying that I was responsible.The so-called “proof of delivery” image they relied on was clearly not my property. The photograph was taken inside a house, not at a doorstep or external entrance, which makes it irrefutable that the delivery was not made to my address.This experience involved:An admitted addressing error,A mis-delivery,Multiple contradictory delivery claims (including different named recipients),The case being formally closed and then reopened,Attempts to shift responsibility back to the customer for the company’s own error. I have placed multiple orders with different delivery companies over the Christmas period and none of them went missing except this one. An important fact in this case is that Activate On Demand used DPD as the delivery service, and with past deliveries, DPD has always notified me with alerts of a delivery on the day. In this instance I was unaware that they were delivering the parcel until I received the email from Activate on demand on 28th December that it had been delivered th on the 26th. I certainly did not receive the "delivered" alert that delivery companies issue after they have delivered an item, so this seems like a red flag to me.The repeated contact after the matter had been closed felt unreasonable and distressing. Based on how this was handled, I would not recommend ordering from this company, who offered their services through my bank's discount offers.Update following company response:Activate OnDemand have since acknowledged that the handling of this case fell below their standards and have confirmed that a refund was processed on 30 December, which I was only aware of when my bank alerted me and also reversed it back to them, since they had already refunded me. However, the core issues remain unchanged: the address error was admitted, the parcel was mis-delivered, contradictory delivery claims were made (including an internal photo that was clearly not my property), the case was formally closed on 6 January, and then later reopened with responsibility implied on my part. These inconsistencies and the reopening of a closed case are the central reasons for my review.Update:Dear Justin,Thank you for taking the time to investigate this fully and for your clear acknowledgement of the errors and assumptions that led to the mishandling of this case.I appreciate your apology, your confirmation that the delivery was made to an address that was unequivocally not mine, and your assurance that the matter is now closed and will not be pursued further.I also appreciate that you have reviewed your internal processes and taken steps to prevent a recurrence for other customers.On that basis, I am content for the matter to be considered resolved.Kind regards,Joanne

Date of experience: Dec 22, 2025