Homebase - advice please on incorrect delivery

mighty_rhinos

Hi everyone, wonder if you can help?

Ordered a table and 6 chair set from Homebase on 26/01/10. It advised delivery would be by 12th Feb 2010.

After 2 weeks I received a phone call, and agreed for delivery on Thursday 11th Feb 2010. 5 boxes delivered, when we went to assemble the bits we found the table top box was incorrect and the wood was different colour to the rest of set.

My wife called Homebase same day and advised them of issue, they said the issue would be rectified within 14 days. I called Friday to try and voice my concern a little louder, and complaiend that 14 days was unreasonable given their error. Also, pointed out the webiste now says I could order a new one within 7 days.

They advise I have to wait for a completely new set, rather than one part replacing, and 14 days is standard. I asked for a courier to be emplyed to resolve promptly and was told this wouldn;t be done. They gave me an email address as I asked to complain in writing to a manager.

Sent email off highlighting my issues and requesting swift resolution, and asking for compensation given my self-employed wife had taken day off work to wait in for delivery; and would have to do so again.

Their reply insists 14 days remains, and I will get a call to confirm delivery date at some point. And also advised me that if I want to pursue compensation for loss of earnings I must have an employer advise of payroll details, including lost time, rate of pay, etc.

Whats everyone's thoughts, where do I stand legally, who can I write to for better response? Do I have any trading standards breaches I can quote? Should I be expected to provide my confidential pay details - not that its my income affected anyway? How can I given it's my wife's self-employed position that was on hold; and is just a bit of odd job work that might make a fiver, might make £40!

Butlers1982

Do I have any trading standards breaches I can quote?

No

Youve placed an order, theyve sent it. Its arrived and parts are missing, so theyve offered to send another.

Wheres the complaint!

where do I stand legally

You stand in your house, waiting 14 days for the table to be delivered. Suggest you relax a little and stop getting your knickers in a twist over nothing.

mighty_rhinos

Butlers1982 wrote: »

No

Youve placed an order, theyve sent it. Its arrived and parts are missing, so theyve offered to send another.

Wheres the complaint!



You stand in your house, waiting 14 days for the table to be delivered. Suggest you relax a little and stop getting your knickers in a twist over nothing.

Thanks for your input! Only complaint is time taken which amounts to 5 weeks from order to get the correct item. That and 4 huge boxes cluttering my kitchen, plus an existing table and chair set making my small house rather congested with no other storage. Perhaps you're free to wait in for the next delivery on my behalf? In my position would you not be wanting a quicker replacement, or are you just to laid back and reasonable to ever be put out or disappointed by such "customer service?"

jdturk

its probably because you asked for compo straight away that they are being awkward!

Why not ask for delivery on a saturday when I guess your more likely to be in?

mighty_rhinos

jdturk wrote: »

its probably because you asked for compo straight away that they are being awkward!

Why not ask for delivery on a saturday when I guess your more likely to be in?

Fair comments, you might be right.

jdturk

to be honest it is still shoddy servicing, If I had done the problem unless I couldn't I would have aimed to have resolved the problem at the companies cost within 5 days

Butlers1982

In my position would you not be wanting a quicker replacement, or are you just to laid back and reasonable to ever be put out or disappointed by such "customer service?"

Got my kitchen from Moben- not a cheap place like homebase.