High street retail giant Sports Direct is threatening customers with court action and demanding payments of over £2,000 after parcels were stolen from their doorsteps. The company has accused shoppers of fraud and passed their details to a crime intelligence agency.
Customers Pursued for Refunds After Failed Deliveries
An investigation by The Telegraph has revealed that customers who received refunds via their banks after packages went missing or were delivered incorrectly are now being pursued. Letters seen by the newspaper show shoppers were denied replacements or refunds by Sports Direct, only to later be contacted by debt collectors. Their details were subsequently handed to the National Business Crime Solution (NBCS).
The agency has ordered these customers to pay sums significantly higher than the original cost of the goods to avoid a County Court trial. This tactic has left many feeling victimised twice over: first by the theft and then by the retailer's response.
"They Just Threw It Over The Fence"
Adele Peacock, an NHS worker in children's mental health services, ordered items worth £113. She states the courier left the package in an unsafe location. "People buy things in good faith and pay for delivery, and parcels are not being safely delivered," she said. "My neighbours are retired – they would always take a parcel in – but the courier didn't even try. They just threw it over the fence where anyone could take it, and someone clearly did."
After Sports Direct was unhelpful, Ms Peacock's bank arranged a chargeback, and she was refunded £112.99 in March 2025. She believed the matter was closed. However, in July, she received a "notice of intended criminal and civil proceedings" from NBCS, demanding £437 via immediate bank transfer or face defending a fraud allegation in court.
Birmingham Shopper Hit With £2,076 Demand
In a separate case, a shopper from Birmingham purchased a £1,900 bike in 2022. The delivery was left exposed on his porch and was stolen. Later, a letter from NBCS arrived demanding he pay £2,076.99.
Emails from NBCS seen by The Telegraph offered a reduction: "We will reduce the amount payable to £2,026.99 if payment is made in full within 14 days." The correspondence alleged the customer had acted "contrary to the Policies & Processes of Frasers Group," Sports Direct's parent company, by claiming non-receipt of successfully delivered goods.
This aggressive approach to customer disputes raises serious questions about retailer responsibility for secure delivery and the methods used to recover losses. Consumers are being warned to be vigilant about delivery instructions and to document any issues thoroughly.
