help for neighbour...catalogue dispute...

magoogy

my elderly neighbour has just asked me for my help because she knows i go on here....

the problem is last year she bought some garden lights from a catalogue on buy now pay later...the pay later is due now and she has received her statement this morning...but;

they are saying she ordered and received 20 lights when she only ordered and received 2.....the lights are the upright street lamp types at £30 each so instead of £60 they are now asking for £600......

she has got her delivery note as she has showed me her folder where she keeps all paperwork and it goes back nearly 30 years- its impressive the order she keeps it in too...

on the delivery note there is no signature but she has wrote on the back - CAME WHILE IN BED AND LEFT AT SIDE OF HOUSE

but when i have checked the delivery note it definitely says 20 lights delivered....there is also a tick in the box where the delivery men have ticked to say order seen and received....but, my neighbour hasnt signed the form underneath in the part where she is meant to....

she definitely never had 20 lights in her garden and infact she doesnt have any at all because she said the two she put in were infact stolen within weeks - i vaguely remember this happening last summer

so - can anyone help please? what are her rights?? should she have checked it more carefully when the delivery note came and it said 20 instead of 2??


thanks

WaveyDave_2

Firstly, why didn't she go to the catalogue company straight off when she received the delivery/note?

I would dispute it and ask for a proof of delivery showing that 20 lights were delivered (they obviously won't have this). Can't see they've got a leg to stand on personally, but she has muddied the waters by ignoring the obvious error on the delivery note.

phlogeston

magoogy wrote: »

...last year she bought some garden lights from a catalogue

How was the initial order placed. It may pay to request a copy of the initial order or a transcript of the call (if a telephone order).

For a start get your neighbour to send a letter, registered post to:

a) Dispute that an order was placed for 20 items
b) Dispute delivery was made of 20 items
c) Request evidence of the order
d) Request evidence that the order was delivered.

Do NOT deal with the company over the phone.

sarahg1969

Have you or has she tried ringing them to discuss this? It's probably just a mistake when inputting, and I'm sure they'll know it's not right.

There's no point getting all worked up till you've spoken to them. It's probably very easily sorted.

Valli

I would strongly echo phlogeston's (hope I spelled that right) advice and do NOT deal with this other than by letter - and keep copies of all letters.
Send the letter by recorded delivery.

magoogy

sorry i forgot to say she had tried talking to the catalogue before she asked me to help her and they had said it was right - she had 20 and had to pay for them....

waveydave - she said she didnt realise the delivery note said 20...she is 84 dont forgot - even though she is sharper than a lot of 84 year olds she is elderly...

anyway - to recap;

i phoned the catalogue company up myself to try help but they wont being helpful at all so i advised them i would be putting the dispute in writing and that my neighbour would be seeking help from the cab....but;

i have gone through all her forms again and have come across the statement and it definitely says 2 lights and not 20 on buy now pay later so i am going to photocopy this and send it with a letter to them....no point phoning as they are useless on the phone...

thanks all...x

sarahg1969

Valli wrote: »

I would strongly echo phlogeston's (hope I spelled that right) advice and do NOT deal with this other than by letter - and keep copies of all letters.
Send the letter by recorded delivery.

That's a good idea, if they are insisting that the invoice is correct. But there's no point causing a hoo-ha if it's just a simple mistake. There is no harm in ringing first.

ETA - just read your additional post, OP. Writing to them is a good idea. I'm sure they will see it's all a mistake. It's obvious, really. And presumably, their stock records will show it too.