Very annoyed with the Cotswold Company

Bossyboots

itm wrote:

Well, let's put it this way - no other courier or furniture delivery company has ever had trouble delivering large items to our house before (in 10 years) - our street and surrounding roads comfortably accommodate the largest of furniture removal vans. If this company chooses to send an articluated lorry to deliver to London postal addresses then surely they should make it their job to be aware of suitable access routes?

I'm with you on this one. It surely is up to the delivery company to know their routes and any problems, not for the customer to work it out for them. As you also point out, they had already delivered to you without problems before so I'm afraid this is down to them.

itm2

Well, believe it or not, this is still not resolved after another 2 months of letters, emails, phone calls and general grief. During this period the Cotswold Company finally managed to deliver a replacement table but guess what - it was damaged too. The handle of one drawer had completely broken off, another drawer was chipped, a third had a hole drilled through the front of it, and the corner was knocked. I have no idea what passes for quality control up there but they clearly don't invest vast sums in it...

After the usual un-answered letters and emails we eventually wrote to the MD, who sent us a token apology and a £20 voucher, but offered no help with replacing the damaged table. As for the £20 voucher...does he really think we'd want to buy anything from them again??

Anyway we've now given them 10 days to sort it before we go to the credit card company for "appropriate" resolution.

Interestingly, some friends of ours in Surrey have just had a very familiar experience with the Cotswold Company. They ordered a storage cabinet, and were phoned by the delivery company to say that they could not get their delivery vehicle into their street. After some "gentle persuasion" they finally managed to do it, but delivered a damaged cabinet which needs to be returned. Coincidence?

:mad:

moonrakerz

Don't forget that if you paid for this on a credit card, then the credit card company are equally liable. Write to them asking them to give you all your money back and to remove their card facilities from this company, copy this letter to Cotswold's MD. Send everything recorded delivery.

smaJ

hey,

dunno if its any help.... but the MD's private email is:

andrew@thecotswoldco.com

not cheched EVERY day so also try...

md@thecotswoldco.com

checked everyday by big whigs

enjoy!!

itm2

Many thanks for the email addresses.

I've finally had a call from the credit card company (MBNA/Sonycard). They've said that they can obtain a refund under the terms of Visa regulations, but only if we ship the table back to the Cotswold Company - at our own expense. We're obviously not happy with having to bear this expense, particularly as it weighs a ton and it isn't likely to be cheap.
I've asked if we can pursue a complaint under the terms of the Consumer Credit Act (which makes the credit card company liable for the retailer's responsibility in the event of any default on the retailer's part). They said that this would make it a "legal matter", and have now referred it to another department. While I'm waiting (for what's likely to be another 2 weeks) does anyone have any suggestions for how best to pursue this?
Ideally we want the table replaced, as we haven't found another that's similar. The problem is that the Cotswold Company is simply not responding to our letters and calls. If needs be we'll take a refund, but we certainly wouldn't expect to bear the cost of returning it, as it was damaged when it was first delivered.
Any advice gratefully received....

smaJ

hey itm

i would call them up (either before 9 or after 7 - there quiter then)

they will help you - they will pick it up (using a shocking delivery firm mind). if itsa in stock they SHOULD be able to pick up and drop off at the same time. it will probs take a few weeks mind.

all id advise is that no matter how !!!!ed off you are - be polite. you will get a lot more out of them that way.

oh, and i assume you have asked for comp for the "stress and inconvenience" :P

(it also helps to be nice and plead poverty if your nice :A )


enjoy!!

itm2

smaJ wrote:

hey itm

i would call them up (either before 9 or after 7 - there quiter then)

they will help you - they will pick it up (using a shocking delivery firm mind). if itsa in stock they SHOULD be able to pick up and drop off at the same time. it will probs take a few weeks mind.

all id advise is that no matter how !!!!ed off you are - be polite. you will get a lot more out of them that way.

oh, and i assume you have asked for comp for the "stress and inconvenience" :P

(it also helps to be nice and plead poverty if your nice :A )


enjoy!!

Unfortunately we've been doing all that for the last 3 months (countless phone calls, emails, messages left), all quite civilized and polite, and they just haven't got their act together to arrange it. Now we can't get any sort of response from them. Frankly I'm shocked that they can actually ignore customers in this way. Hence the need for some sort of alternative approach.

smaJ

hey,

try one of these numbers and be asked to be put through - this will save you miney and you will skip the queue.

http://www.saynoto0870.com/cgi-bin/forum/YaBB.cgi?num=1122643075/4#4

best of luck

enjoy!!

THE_LONE_RANGER_4

Although I Can Sympathise With You The Point Is It Was Close To Your House Yes They Could Have Walked It But How Many Of Them Was There Would The Vehicle Have Been Left Unattended? I Would Have Walked And Got It And Made A Claim Back On Delivery Charge Then You Would Not Have This Problem And You Can Then Move On

itm2

1. My wife was at home, by herself
2. My wife if 5'4", and weighs 8st
3. The coffee table weighs almost as much as my wife