Delivery of an online order

rainbowsprite

Hi everyone hopefully you can help me!

I ordered a bathroom from Homebase online on 2nd January 2009. The item stated that delivery would take up to 28 days.

As I had not heard anything about my order I emailed Hombase on 3rd February. On 5th February I was advised that the order was coming directly from the supplier and that I would be contacted prior to delivery.

I was phoned in mid Frebruary by the delivery firm Wincanton to agree a delivery date, it was agreed that it would be delivered on Tuesday 24th February 2009. I was advised that I would be phoned on Monday 23rd February to confirm details.

The delivery firm left a voicemail on Monday (23rd) to advise that my order would be delivered on Tuesday morning. I phoned the delivery firm at 8.00am on Tuesday morning to get an approximate time of delivery, I was told that my order was being put on the lorry at that time. I explained that the address they are delivery to is a minimum of a three hour drive from their depot and I could not see how it could possibly be delivered that morning. The operator told me as soon as she could get on the system someone would call me back. I phoned them again at 1.00pm but was on hold for ten minutes without being able to speak to an operator. I waited at my property all day and at 3.00pm I phoned the delivery firm again and was told that the order was still on route and that they would get hold of the driver and get back to me as soon as possible. I asked was it possible that my order was being passed on to a local courier, but advised that this was not the case and that i would recieve the order direct from them. I am still waiting to hear back from both of my calls to the delivery firm.

On Wed 25th I phoned Homebase who advised that they would chase things up. They were aware that Wincanton had employed new staff and they had not been properly trained. I never heard back from either firm.

On Friday (27th) I emailed Homebase. I got a reply on Monday 2nd March advising that they had contacted Wincanton and that I would be contacted by them as soon as possible. In my original email I had asked for compensation for a day off work but was told "As stated in the Terms and Conditions of your order, we are unable to guarantee delivery dates and times as they are subject to factors beyond our control."

I emailed Homebase again on Tuesday 3rd & Thursday 5th March 2009, advising that I have still not heard from Wincanton. I have not had a reply to these emails. Which is most frustrating as the confirmation email states that they aim to answer all emails within 24 hours. :mad:

So here I am on 7th March with a bathroom that looks like a building site and no indication as to when I can expect delivery of my new suite.

I would appreciate any advise on this matter. Am I entitled to any compensation for a day off work/inconvenience I have been through? I understand Homebase can not guarantee delivery, but I would have thought they would have been able to narrow it down to some point within a two week period. :mad:

You would also think Hombase would use suppliers/delivery firms that would not refelct badly on them.

Sorry for rattling on, as you can tell I am really fed up of the whole situation.:mad: :mad: :mad:

Thank you

Art_2

rainbowsprite wrote: »

Hi everyone hopefully you can help me!

I ordered a bathroom from Homebase online on 2nd January 2009. The item stated that delivery would take up to 28 days.

As I had not heard anything about my order I emailed Hombase on 3rd February. On 5th February I was advised that the order was coming directly from the supplier and that I would be contacted prior to delivery.

I was phoned in mid Frebruary by the delivery firm Wincanton to agree a delivery date, it was agreed that it would be delivered on Tuesday 24th February 2009. I was advised that I would be phoned on Monday 23rd February to confirm details.

The delivery firm left a voicemail on Monday (23rd) to advise that my order would be delivered on Tuesday morning. I phoned the delivery firm at 8.00am on Tuesday morning to get an approximate time of delivery, I was told that my order was being put on the lorry at that time. I explained that the address they are delivery to is a minimum of a three hour drive from their depot and I could not see how it could possibly be delivered that morning. The operator told me as soon as she could get on the system someone would call me back. I phoned them again at 1.00pm but was on hold for ten minutes without being able to speak to an operator. I waited at my property all day and at 3.00pm I phoned the delivery firm again and was told that the order was still on route and that they would get hold of the driver and get back to me as soon as possible. I asked was it possible that my order was being passed on to a local courier, but advised that this was not the case and that i would recieve the order direct from them. I am still waiting to hear back from both of my calls to the delivery firm.

On Wed 25th I phoned Homebase who advised that they would chase things up. They were aware that Wincanton had employed new staff and they had not been properly trained. I never heard back from either firm.

On Friday (27th) I emailed Homebase. I got a reply on Monday 2nd March advising that they had contacted Wincanton and that I would be contacted by them as soon as possible. In my original email I had asked for compensation for a day off work but was told "As stated in the Terms and Conditions of your order, we are unable to guarantee delivery dates and times as they are subject to factors beyond our control."

I emailed Homebase again on Tuesday 3rd & Thursday 5th March 2009, advising that I have still not heard from Wincanton. I have not had a reply to these emails. Which is most frustrating as the confirmation email states that they aim to answer all emails within 24 hours. :mad:

So here I am on 7th March with a bathroom that looks like a building site and no indication as to when I can expect delivery of my new suite.

I would appreciate any advise on this matter. Am I entitled to any compensation for a day off work/inconvenience I have been through? I understand Homebase can not guarantee delivery, but I would have thought they would have been able to narrow it down to some point within a two week period. :mad:

You would also think Hombase would use suppliers/delivery firms that would not refelct badly on them.

Sorry for rattling on, as you can tell I am really fed up of the whole situation.:mad: :mad: :mad:

Thank you

Your contract is with Homebase and not Wincanton and it is they who should be dealing with the problem.

Send a recorded delivery letter to Homebase customer service department in Milton Keynes and give them the full details as you have given in this post. Tell them you hold them responsible and expect full compensation. Give them the figure you expect.

Regards,
Art.

Meepster

OR cancel the delivery under the DSRs and order from somewhere that can deliver quicker...and then write a nasty letter to them...

Brooker_Dave

mwilletts wrote:

and then write a nasty letter to them...

That'll help....

OlliesDad

Brooker_Dave wrote: »

That'll help....

I think he was meant to write the word "constructuve" instead of nasty.

rainbowsprite

Thanks everyone, I am waiting if I hear anything back from Homebase tomorrow. If not it will be the recorded letter to head office. I will let you know how I get on.

If only I had read the vents and praise thread before I ordered my bathroom :rolleyes:

rainbowsprite

Finally got a reply email from Homebase today.

Basically same response as last week advising that they have contacted Wincanton who will be in touch as soon as possible.:wall:

I shall wait to see if Wincanton phone tomorrow, if not its a recorded delivery letter to Homebase HQ :exclamati

Meepster

Brooker_Dave wrote: »

That'll help....

Nope, it wont help at all, but at least it gives the OP the opportunity to vent their fustrations to them, once they have a refund of course...

rainbowsprite

Well I cntacted Homebase again and advised if I did not receive my bathroom within ten day, they should give refund me with additional compensation.

I was advised that Wincanton would phone me yesterday morning - which they didn't. However they called last night to arrange delivery on Tuesday. I was advised that they had received my items yesterday! So I asked why did they phone five weeks ago advising the very same thing!

Explained the whole saga, girl was very apologetic but did not seem to be aware of the situation.

So it has been scheduled again for Tuesday, I was promised that the delivery driver will phone me an hour before delivery so that I can go to work and pop back to the house to receive the order.

If it arrives it will be 74 days since I placed the order and 21 days since I waited at home all day for delivery :eek:

I will let you know how I get on...........

rainbowsprite

Yes you all guessed it.....

Wincanton never called me yesterday and I still do not have my bathroom suite :mad:

They have been told as per my earlier correspondence they have until the 21st to get my order to me.

I am totally fed up of this whole situation

kimmi_b

Disgusting service from Homebase - we had a kitchen delivered from them on time, complete (with an extra cupboard that we hadn't ordered actually!) so would have had no hesitation in recommending them to someone else, but this level of service makes me think twice!

Hope you are luxuriating in your new bathroom soom Sprite!