Pc world / DHL not delivering laptop

mistymemo

My partner bought me a laptop from pc world website on the 17th december 2009. He was told that the laptop would be delivered within 3 days but nothing arrived. Since the weather has not been too great with the snow, we waited patiently for the laptop to arrive hopefully a few days after Christmas. It has now been nearly 3 weeks and we keep getting fobbed off whenever we call pc world or DHL where the laptop has been transferred to. The laptop has been fully paid for and we are never given a reasonable excuse to why this laptop has been delayed for this long. We have recieved emails from pc world promising us that the item is on its way to be delivered and will be with us on such a date but we are always let down. I have had to change my delivery address to my work address as no one will be home but we still have not recieved it.

Most of our emails go unanswered, the staff on the phone do not give specific dates and we cant see why it is so difficult for them to put the laptop in the vehicle and have it delivered since they had promised us it would be with us within 3 days! We do not know what to do now. The staff at both DHL and Pc world dont seem to care about this and we are worried that we may never recieve our paid for item.

What are our rights in this matter? I am so upset about this delay. This was my christmas present and I still have not recieved it.

Thanks to everyone who replies x

neilmcl

Have you got a tracking number? Did you order online?

Ultimately it's PC Worlds responsibility to make sure it gets delivered to you.

mistymemo

We do have a tracking number and we ordered online. The status of the item on the tracking website hasnt changed since 22nd when it was undelivered due to adverse weather conditions.

bingo_bango

You have the right to cancel under DSR, and have a refund. Please be aware tht PC World then have up to 30 days to refund you (although they should do so as quickly as possible). You do not have to wait until the laptop is delivered to go down this route.

Other than that, I'm afraid you would just have to wait.

neilmcl

Speak to PC World again advising that if you don't get a new delivery date within 48hrs you'll cancel the order under the terms of the DSRs and take your business elsewhere.

mistymemo

Thanks for your advice all. Pc world have stated in an email that they will offer us compensation, they have acknowedged that this item has been delayed considerably but still nothing urgent seems to have been done by them. The deal we found online was a really impressive laptop and getting another laptop with the same specs would be much more dearer so in a way a refund is not an option at this moment in time. I just dont understand how a well known company as pc world can treat their customers like this. This sort of customer service is what you could expect from a dodgy ebay seller!

neilmcl

What part of the country are you. The recent severe weather could explain the delay.

mistymemo

we live in London but the snow has not been that severe that it can delay deliveries for the length of time is has taken so far. In fact we have seen many DHL vehicles driving around our area and I don't believe it could be the weather that is the main reason for this delay. It just seems all too strange.

OlliesDad

Is there anyway you could go to the depot to collect the parcel? I know it shouldn't be your responsibility, but at least you will then have your xmas present.

mistymemo

We also offered to go collect the item from DHL but as the item was actually with a courier that DHL had outsourced, we were told we were unable to collect it.

neilmcl

Like I said, contact PC World by phone, demand who has the laptop, where exactly in the country is it, and when they are planning to deliver. Tell them you want some sort of answer within 24 hrs or you're cancelling the order.

If they don't give you a satisfactory answer, and you do want to cancel, then a letter to their head office might be in order.