What's the best way to complain about this

allieH

I took delivery of a sofa bed today but it was brought by one man who struggled to get it out of the van on his own. He then proceded to roll it to entry door and told me he can't take it any further and did I have anyone there who could help - which I didn't. He basically dumped it in the hallway at the bottom of the stairs in my block and said he could do no more.

I called the company I bought it from and they said they will look into it and call me back. 3 hours went by and nothing so I called them again. The were less than helpful and kept trying to get me off the phone and talking over me. They said again they'd try to find a solution and would call me back. I'm not confident that they are trying their best for me and I'm now stuck with a sofabed that I can't lift into my flat. I didn't know that this would be the case or I'd never have ordered it. I paid £30 delivery charge.

I have elderly neighbours and I live alone. What do people suggest I should do? I've not really had to complain much before, and I'm thinking I really shouldn't have allowed the guy to just leave it in the hallway like that.

smcaul

Did you sign for it? If not and the delivery was supposed to be to your address then technically the item has not been delivered!

If the delivery note said "flat 4, towers flats, acme road" then it should be delivered to the flat number. Just look for any clauses in the delivery contract though, as some do say they will not deliver to flats etc. But as long as that is not the case then ask them to remove the item in the hallway and to deliver you your item asap. They are in breach of contract otherwise.

sarahg1969

When we had our sofa delivered, it was brought by one man alone, who slid it out of his van and left it on the drive. To be fair to him, he couldn't actually bring it into the house because he had both arms in plaster. I kid you not! He had driven his van over 100 miles with two broken arms!!

hollydays

We had something delivered for a friend .The driver said it had been put on the truck with a forklift.I refused to accept delivery.We got it sent to friend who got some help. dhl said he wasn't allowed to lift it-dont know what they would have done otherwisze

10past6

If they have a head office, call them up and tell them you refuse to accept delivery, what they choose to do with their item is their decision.

Did you pay by CC? if so, call your CC company now and raise a dispute with them.

allieH

Thanks for all replies.

Smcaul Unfortunately I did sign for it as I knew that they had a clause that said if you return it for any reason it's at your expense.

10past6 I paid by debit card so can't call on a credit card co to help. Its a family run business so doesn't have a head office so to speak. I did try to get through to the manager but to no avail.

My sister came round about an hour ago and went down the street and found 2 guys hanging about who agreed to come and lift it upstairs for us..she batted her eyelashes!! I'd have been a bit scared to do that.

So we finally got the bloomin thing in the flat but when we unwrapped it we found that it's scuffed and one of the feet has a chip out of it...looks like it was a showroom model or something, not the brand new one we were promised. They have agreed to take it back....and I have to make sure I don't have the saga of delivery all over again :mad:

allieH

Well just to update, furniture company finally answered their phone today and will get me a new sofa bed and let me use the old one until the new one comes. They have apologised about the delivery and said they will take delivery of the new one and bring it out to me themselves instead of trusting the manufacturer to bring it to me directly again. So I'm very pleased with that result...fingers crossed they do it!

SandC

So you did get it into your flat then?

allieH

SandC yes I did get it in the flat but only because my sister came round and asked 2 guys in the street if they would mind carrying it upstairs for us and they very kindly agreed.

10past6

Pleased it's worked out well for you.

allieH

Thanks 10past6