What would you do if you were in my position?

lukefinch

lukefinch

lukefinch

Associate
Joined
12 Jun 2010
Posts
585
Location
Near Sheffield
Hi everyone, apologies in advance, this is quite a long read, but I really need a bit of advice here as i am in a rather annoying situation and need someone who is outside of it all to let me know how to deal with it.

To begin with, last week i ordered over £450 of items from an online retailer. I also paid around £20 for next day saturday morning delivery.

To begin with, I was working all day on saturday, so my girlfriend arranged to take the morning off work to wait in for the items for me. It got to late that afternoon and it was obvious that the items were not coming that day, regardless of whether i had paid extra for the very specific delivery or not.

I then emailed the retailer to try and find out what was going on, i then got a reply later saying that the smallest and cheapest item was out of stock and so they would ship it out to me for the following monday, for which i could have got free shipping for. I then obviously asked for the money back for the shipping to which they replied no.

I then waited until monday. On monday I was told everything would be delivered on Wednesday.

On Tuesday, i received an email from the retailer telling me that another item from my order, that i thought would have been put aside for me and that they told me i would be getting, was now out of stock. I then sent a reply asking them to just send everything apart from that item for wednesday, the only day that week that i was not working, and they agreed.

And so five days later, everything apart from the newly out of stock item has been received today. Five days after it was supposed to arrive and with no sign of any sort of delivery refund.

The retailer has no idea when my other item will be in stock and as these items were all christmas presents, i am now under the impression that the item that i have paid for and am waiting for will not come before christmas.

And then to top it all off, today i found out that they have charged me twice for all of the items! A lot of money i didn't have in the bank, but i have managed to sort that through the bank now.

So, what do you think i should do? Ask again for the delivery refund? Ask for some compensation? Or should i do something else completley? I am so angry and annoyed.
 
I don't personally see you getting any compensation for this really but you should certainly be entitled to a refund for the delivery. You paid for Saturday delivery and didn't get the items (albeit apart from one) on Wednesday. Not the service you paid for.

I'd write to them again, maybe even by letter as well and try again. If they so no again then see if you can take it up further with a different department or ask to speak with a manager. Could also phone them as well in this regard to speak to the right person.

When you speak to them as well make it clear that you will not be shopping with them again unless this situation can be solved to your satisfaction. Tell them as well that you'll tell your friends and family of this poor service and advise them not to shop there either, hopefully this will give them a push in the right direction.

I originally had a shocking service when purchasing a new mountain bike from Evans Cycles in Sepetember this year but they turned it around fantiscally and because of this I'll still recommend them to friends and family and have purchased more goods from them since.

Give them a chance but don't let them take the mick.
 
Fire and lots of it!

That or just cancel the order! Preferably via a VERY indignant phone call getting a FULL refund to all the charges they have made to you.

Should get them to get them selves into gear and at least sort out said nonsense (paying for saturday delivery should at very least be refunded if they don't deliver on that day)
 
Trust me, im fired up inside!

I guess i'll try asking for my money back for the shipping. Although, instead of asking for flat out compensation though, do you think it would be a good idea to ask for a similar item that they have in stock, but is £30 more expensive, and then have them send that out by next day delivery? That way i get what i want, and they get a sale still.
 
Find sources for the items elsewhere and ask them, again, for a refund of the delivery charges.

If they refuse, do what is known as "DSR ****" them. This is where you buy the items elsewhere, then tell the original company you don't want the items you bought from them under the DSR rules. They legally have to issue you a full refund after 30 days. Don't send the items back, wait for them to come get them. They probably won't bother and you'll have two of everything, so you can sell one set on eBay.
 
PMKeates said:
Find sources for the items elsewhere and ask them, again, for a refund of the delivery charges.

If they refuse, do what is known as "DSR ****" them. This is where you buy the items elsewhere, then tell the original company you don't want the items you bought from them under the DSR rules. They legally have to issue you a full refund after 30 days. Don't send the items back, wait for them to come get them. They probably won't bother and you'll have two of everything, so you can sell one set on eBay.
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So how would i go about doing this? Would i send them an email saying that i am not the least bit satisfied with their service and i dont want the items under the DSR rules and i will require a full refund within 30 days?
 
lukefinch said:
I cannot really do that however as 8 out of 9 items have arrived today, but each are useless without the last item that i am waiting for.
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You can cancel the order up to 7 days after delivery citing that you have inspected the goods and they are not what you want. Doesn't matter if you have destroyed the packaging.
 
lukefinch said:
So how would i go about doing this? Would i send them an email saying that i am not the least bit satisfied with their service and i dont want the items under the DSR rules and i will require a full refund within 30 days?
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No, I would send a simple email to the address you have been communicating with stating that you want to cancel the order and would like a refund under the DSR. No need to mention anything else.
 
PMKeates said:
You can cancel the order up to 7 days after delivery citing that you have inspected the goods and they are not what you want. Doesn't matter if you have destroyed the packaging.
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So do i then get my money back and wait for them to come and get the items i have already received?
 
lukefinch said:
So do i then get my money back and wait for them to come and get the items i have already received?
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Pretty much. Once you have cancelled the ball is in their court to give you instruction. Don't be helpful, post back here when they come back. In fact, make sure you destroy the packaging so they have to write it all off.

HOWEVER, ask them for a delivery refund again first, citing that you paid £20 for Saturday delivery and it didn't arrive until Wednesday. Did they even send it using that delivery method, or just normal delivery? They deserve a chance!
 
PMKeates said:
Pretty much. Once you have cancelled the ball is in their court to give you instruction. Don't be helpful, post back here when they come back. In fact, make sure you destroy the packaging so they have to write it all off.

HOWEVER, ask them for a delivery refund again first, citing that you paid £20 for Saturday delivery and it didn't arrive until Wednesday. Did they even send it using that delivery method, or just normal delivery? They deserve a chance!
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I completley agree with you that they deserve a chance, i have used this retailer 2 or 3 times before and have always had a satisfactory service. This retailer is also very highly praised for having excellent customer service by many people however i have not received any of this and i will obviously never use them again if this is not resolved to my satisfaction.

They sent it by currier, but it was not the delivery method that i originally chose and paid extra for.
 
utajoker said:
cancel the whole order and get refunded for everything.
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King Damager said:
I was about half way through your post and thought this...

kd
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These guys speak the truth.

Did you pay by cc? If so you'll have some financial comeback. Imo any company that cant fulfil their orders let alone their delivery quote, or keep a simple eye on their own stock levels doesn't deserve £400+ of your hard earned dude!

So you've received a part order - but that part order is completely useless without one additional part which said company originally claimed they had in stock and would deliver (on a Sat) to you at additional cost. I'd be inclined to send the whole shooting match back and spend my money elsewhere, unless they can source this one specific part, send it to you asap (free of charge) and provide you with compensation given your OH lost a morning off work waiting of a delivery that never arrived. . . . . . . .

Also I think you'll find that the DSR allows you return items regardless of reason and receive a full refund - you could always pop that in an email to them and request financial compensation for the return packaging and loss of hours worked!
 
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Sonea Fifer said:
These guys speak the truth.

Did you pay by cc? If so you'll have some financial comeback. Imo any company that cant fulfil their orders let alone their delivery quote, or keep a simple eye on their own stock levels doesn't deserve £400+ of your hard earned dude!

So you've received a part order - but that part order is completely useless without one additional part which said company originally claimed they had in stock and would deliver (on a Sat) to you at additional cost. I'd be inclined to send the whole shooting match back and spend my money elsewhere, unless they can source this one specific part, send it to you asap (free of charge) and provide you with compensation given your OH lost a morning off work waiting of a delivery that never arrived. . . . . . . .

Also I think you'll find that the DSR allows you return items regardless of reason and receive a full refund - you could always pop that in an email to them and request financial compensation for the return packaging and loss of hours worked!
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I paid by debit card and i completely agree that any company that cant fulfil their orders let alone their delivery quote, or keep a simple eye on their own stock levels doesn't deserve £400 of my money.

I'm going to give them a chance, i believe they deserve that, but if the problem is not resolved by tomorrow afternoon, I will consider getting my money back and getting them to collect everything.
 
What do you all think about instead of asking for flat out compensation, asking for a similar item that they have in stock, but is £30 more expensive, and then have them send that out by next day delivery and call the difference compensation? That way i get what i want, and they still get a sale.
 
I expect i shall receive a reply email tomorrow morning. When i receive it, i shall let you know what has been said.

As for what i said in my last post, do you think i should try that?

Also, if i were to ask for my money back, does it matter if the boxes have been opened?
 
I always thought that if the packaging was opened, it was game over :confused:

Apparently not?
 
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