Compensation from orange

dippydan

Hi everyone

I wonder if you can help me.

I ordered a phone yesterday online and Orange offered me next day delivery - which i accepted, I received and email to that about 20 mins later.

Well I have waited in all day only to call orange and the courier and discover that orange haven't even given the courier firm the package yet!:mad::mad::mad::mad::mad::mad::mad:

The guy i spoke to at the call centre was not very helpful and when I said i wanted some compensation or credit on my phone for the inconvienance he said that its not their policy to compensate for time of work, i pointed out i didn't want compensation for that but for the fact that Orange had not provided the service that they had agreed. he again said they don't compensate for time off work (obviously not listening!) so i asked to speak to a manager who was in a meeting and unavailable!

Am I right in saying that they have broken contract of sale? they offered and agreed to next day delivery and have not provided that - not only that the courier company said there was no way I would have got my phone today as they only labelled it up in the orange warehouse at 11am and if Orange didn't get it over to them in the next hour i wouldn't be getting it until wednesday!!!

just seems unreasonable they can promise delivery in writing, ask that someone be present and then not deliver it and not offer a token gesture! :mad:

SarahMoon

dippydan wrote: »

Hi everyone

I wonder if you can help me.

I ordered a phone yesterday online and Orange offered me next day delivery - which i accepted, I received and email to that about 20 mins later.

Well I have waited in all day only to call orange and the courier and discover that orange haven't even given the courier firm the package yet!:mad::mad::mad::mad::mad::mad::mad:
What courier did you call? Did you have a reference number for the courier?

The guy i spoke to at the call centre was not very helpful and when I said i wanted some compensation or credit on my phone for the inconvienance he said that its not their policy to compensate for time of work,
Thats correct as they can deliver to your place of work.


i pointed out i didn't want compensation for that but for the fact that Orange had not provided the service that they had agreed. he again said they don't compensate for time off work (obviously not listening!) so i asked to speak to a manager who was in a meeting and unavailable!
Did you pay for delivery? Usually you don't so you actually haven't lost anything. If you paid for enhanced timed delivery they might refund that.

Am I right in saying that they have broken contract of sale? they offered and agreed to next day delivery and have not provided that
Could have been a failed collection
- not only that the courier company said there was no way I would have got my phone today as they only labelled it up in the orange warehouse at 11am
When most of oranges orders in their Banbury warehouse is picked and packed.

and if Orange didn't get it over to them in the next hour i wouldn't be getting it until wednesday!!!
Incorrect DPD pick up from Bannbury at 1900 each day and UKMail pick up at all times for customer replacements.
just seems unreasonable they can promise delivery in writing, ask that someone be present and then not deliver it and not offer a token gesture! :mad:
I don't think a contract is formed until the phone ships You'd need to check on that. and token gesture. I hate it when people demand these. If your not happy when you get the phone reject it then go vodafone et al

Hi I know someone who works in Orange and asked them about this my answers are in red

Im struggling as to why DPD (If thats who you called) would even discuss oranges shipping account with you, also they wouldn't know Oranges operation as they are only the courier.

OneADay

dippydan wrote: »

Hi everyone

I wonder if you can help me.

I ordered a phone yesterday online and Orange offered me next day delivery - which i accepted, I received and email to that about 20 mins later.

You ordered on a bank holiday (28th Dec ?) over a christmas period and then you expect a delivery next day? Thats a bit much!

dippydan

Thanks sarahmoon, i appreciate your help, have to say though your mates comment about compo about poor service is harsh - and exactly the response i got from orange - must be in the training!

I just think its unacceptable to offer a service and then not provide it! and expect me to loose 2 days pay because of their error. I can't get things delivered to work because I work in a hospital...

DPD looked at it and the package was labelled and scanned at the warehouse and that shows up on the tracker..which I can see. I only took the option of next day because they offered it, if they couldn't have provided it i could have gone to work today and not swapped my blooming shift!

Searcher

dippydan wrote: »

Thanks sarahmoon, i appreciate your help, have to say though your mates comment about compo about poor service is harsh - and exactly the response i got from orange - must be in the training!

I just think its unacceptable to offer a service and then not provide it! and expect me to loose 2 days pay because of their error. I can't get things delivered to work because I work in a hospital...

DPD looked at it and the package was labelled and scanned at the warehouse and that shows up on the tracker..which I can see. I only took the option of next day because they offered it, if they couldn't have provided it i could have gone to work today and not swapped my blooming shift!

mark55man

I think the earlier poster was right - the only way you could make your displeasure is to reject the phone.

ps I hope you used quidco - if its a contract (pay monthly) phone you could be looking at £50 or more for a new account with most phone firms - so you could reject orange and then view your quidco as "compo". there are two risks - quidco doesn't always work (but usually does), and orange may insist you take the phone (they probably won't)

LeeSouthEast

Next day delivery doesn't mean you get it next day particularly.. just that when they give it to the courier, they then deliver it the next day. I had 'next day delivery' with Amazon, but the item was out of stock. When it came in stock, Amazon sent it and it arrived the next day.

SarahMoon

dippydan wrote: »

Thanks sarahmoon, i appreciate your help, have to say though your mates comment about compo about poor service is harsh - and exactly the response i got from orange - must be in the training!
Its not harsh, did you provide them a mobile number? Orange would have texted you to say it shipped with tracking number blah blah (and even emailed you) dpd would have texted you an out for delivery message.

I just think its unacceptable to offer a service and then not provide it! and expect me to loose 2 days pay because of their error. I can't get things delivered to work because I work in a hospital...
If you ordered on a bank holiday it would say in the terms and conditions of delivery that they are processed on the next working day, You said you read and agreed to these so its not their fault. DPD have the authority to leave with a neighbour.

DPD looked at it and the package was labelled and scanned at the warehouse and that shows up on the tracker..which I can see. I only took the option of next day because they offered it, if they couldn't have provided it i could have gone to work today and not swapped my blooming shift!
What time did you call DPD? as DPD won't know you existed until a certain time the night before (Collection night) and the online DPD tracking would reflect this.

He answered again above in red

pinkshoes

On the email, did it specifically state that delivery would be on the 29th December?

If yes, then I would cancel the order and order from someone else. Could you not have gone to an Orange shop, as they usually honour the same offers as they show online? (or at least Vodafone do...)

Anihilator

The OP clearly is too thick to think next day wont apply on holidays and after certain terms - no doubt on the website.

dippydan

Nothing on the website about bank holiday deliveries when I ordered Anihilator no need to be rude!

The email clearly said delivery today between 9 & 5:30pm i'm just really disappointed I think I will take your mates advice sarahmoon, they had my mobile number and didn't even call which would have been better i could have worked today instead of tonights shift! they have sent me another email at 5:30 saying my item has been shipped and will be with be on the 29th Dec between 9 - 5:30pm!! i think there must be a problem their end!

thank you for speaking to you mate for me sarahmoon, much appreciated!