How do you know it's not the retailers fault? Maybe they took payment for express delivery but didn't send it by express delivery.
Companies who advertise next day but it's really bait n switch
- Thread starter Surfer
- Start date
How do you know it's not the retailers fault? Maybe they took payment for express delivery but didn't send it by express delivery.
I'm not saying he shouldn't dislike it, I'm just saying that to claim it's stressful is quite dramatic and is quite the epitome of first world problems.
Had the same last week, same retailer, same courier - couldn't exactly claim the cost of delivery because they didn't charge for it, although I was initially invoiced for it as I chose it over the free 3-5 days service. Reason given was the package had been scanned wrong at the depot. Still didn't help me that £600 of smartphones should have been delivered next day when I was in, and not 3 days later when no-one would be available to take the delivery and I didn't want to risk them handing to neighbours or left somewhere to be stolen. As luck turned out, my day was cancelled due to a double booking elsewhere so was in for the delivery, but its not the point and disappointing service from all involved.
As I said in the LG G4 thread, they're not the greatest retail place to order from - and the retailer isn't that great at helping customers when stuff goes wrong either.
As I said in the LG G4 thread, they're not the greatest retail place to order from - and the retailer isn't that great at helping customers when stuff goes wrong either.
its supposed to be delivered today AM (says express AM on the parcelforce site and says loaded on truck for delivery)
But....its raining quite heavily here so that will no doubt ensure it isnt delivered.
Might as well say it before it happens....i hope they dont try the old.."we tried to deliver but no one was in" game.
But....its raining quite heavily here so that will no doubt ensure it isnt delivered.
Might as well say it before it happens....i hope they dont try the old.."we tried to deliver but no one was in" game.
I have a lot of sympathy with Surfer's position, and with the argument that as the retailer chooses the courier, they are responsible for their performance.
But those retailers I checked do indeed usually have this covered in T&Cs, which of course, most consumers don't bother reading.
That is why I don't order much online. If delivery date is important, I'd rather take the time to go get it in person, because my time being wasted is important to me, and certainly more important than a few quid on the price. No retailer can 100% guarantee delivery date, not least due to that small percentage of times when old chestnuts like "van broke down" are actually genuine.
Good customer service often comes at a price, but it's a price I'm willing to pay.
But those retailers I checked do indeed usually have this covered in T&Cs, which of course, most consumers don't bother reading.
That is why I don't order much online. If delivery date is important, I'd rather take the time to go get it in person, because my time being wasted is important to me, and certainly more important than a few quid on the price. No retailer can 100% guarantee delivery date, not least due to that small percentage of times when old chestnuts like "van broke down" are actually genuine.
Good customer service often comes at a price, but it's a price I'm willing to pay.
I am in the same position, if it's something I actually NEED, I'll go into town and get it.
If I don't need it in any hurry, I'll order it online.
Soldato
- Joined
- 22 Jul 2014
- Posts
- 3,929
- Location
- Oxon
It's definitely the retailers fault in this case, since another store that I use regularly use Parcelforce and got a delivery to me that I ordered at 2pm on a Thursday by Friday afternoon, so actual next day delivery is possible.
I'm guessing the OP's retailers contract with Parcelforce is a bit more relaxed in the T&Cs.
I'm guessing the OP's retailers contract with Parcelforce is a bit more relaxed in the T&Cs.
if it comes from yodel it is expected. d4d (i think their company is) are really good, tracking and delivery time within an hour range.
That would have been fine. Unfortunately they agreed to the contract to delivery the item within x time period. They broke it (twice i might add) not me.
I'd rather customers/consumers had far far more rights when it came to this sort of thing. Yes i'm entitled to a refund but the company can hold onto your money for 21 days. Thats not right either.
If the shoe was on the other foot and say you didn't pay a bill on time then you can be damn sure you would have been hit with threatening letters, penalty etc.
Saying sorry wouldn't be a valid excuse if its us not being able to pay something on time etc...why should it be a valid excuse for companies/retailers when they balls up?
p.s. ohh i got the tv on monday - very good tv it is as well
****** (wow srsly automatic starring out of competitors even when the competitor is complete garbage?)are refunding the deliv charge.
Soldato
- Joined
- 8 Mar 2007
- Posts
- 10,938
I don't pay for next-day delivery because I'm not an impatient *** Personal attacks will not be tolerated ** that when I buy an item.
This I do agree with, especially when it comes to banks.
This I do agree with, especially when it comes to banks.
Last edited:
That's not really the poiht, though.
There are times when I'm happy to pay for next day, because it being next-day matters. One might be because, for a TV, your old one just croaked, expired, shuffled-off, etc. It is a ex-TV. Another might be that I'm going away in three days, so need something delivered before, or after I get back. Yet another might be that I'm going to be home tomorrow, but not the rest of the week.
Whatever the reason, companies don't have to offer next-day. And in the above situations, they wouldn't get my business if they don't.
However, not only do most companies offer it but they charge a premium for that specific extra service. So, if I opt to buy that extra service, and they accept the order, I"d feel I'm entitled to expect them to provide what they offered, and what I paid for.
I'm not anal enough to blow a fuse if, occassionally, something unpredictable goes wrong, be it van breakdown, motorway accident, computer stock turned out to be wrong and it's not on the shelf, or whatever. All those are easy to claim and if always true, suggests very poor van maintenance and hopeless stock control. Once in a while, okay. Regularly, not okay So, poor excuses, IMHO.
But I would expect two things from them. First would be good customer service, prompt resolution of the problem and at least some gesture of compensation, like redelivery of the ordered item at my convenience, and free next-delivery at no cost on my next urgent order.
Second would be that an occasional cockup is exactly that - occassional. It certainly is, in my opinion, the retailers responsibility to monitor the service level provided by the courier they choose to employ and if failure to delivery on time to me as a regular event, and they didn't address their courier problem, I'd address my supplier problem by buying elsewhere. When I've used sub-contractors for my clients, I am very clear that it's my butt on the line, my problem to handle, if they screw up, so I'm very fussy about who I use. I am not, however, in a 'pile it high, sell it cheap' game.
The flip side, of course, is that couriers with good customer service and reliability may not be as cheap as lousy ones. It is perhaps a sound businsss decision for a retailer to employ a cheap courier because it allows them to delivery an acceptable percentage on time, and helps keep costs down, especially when offering "free" delivery. And the hassle that results when it fails has to be dealt with then.
If my delivery experiences tell me that's that retailer's strategy, it also tells me to find another retailer. That's partly why, for TVs, I use a certain highly regarded department store, and have for the last several TVs. That, and a free five year guarantee and generally excellent service. Though, even they have cocked it up on occasion.
Soldato
- Joined
- 8 Mar 2007
- Posts
- 10,938
I was talking in context to the OP.
Of course there will be times when you need something next-day but if it arrives next-day but 30 mins after midday and you sent it back "out of principle" then I would question if you really "needed" it next day or not.
Hence my post, I wasn't slating anyone whoever' used a next-day service, just those who use it when they don't need to (then subsequently moan every 10 minutes after ordering that it isn't here yet)