Advice on how to complain/which route to take?

JennyW_2

I ordered a fridge freezer on line over 2 weeks ago with a promised delivery of between 3-5 days. To cut a long story short, first delivery was supposed to be 29.8.06. Waited all day and nothing - after numerous phone calls I was told this was a mistake and my delivery would be the following Monday. I was furious with this and demanded to speak to a manager/supervisor. After a rant at him, he called me back and promised it would be with me Friday 1.9.06. He even gave me the drivers number to call but that was useless as there was never an answer, despite trying to call from the Thursday evening before. Didn't hear anything Friday morning so I rang cust srvs at lunchtime and was told I would get a call back in 10 minutes. 1 hour later and still no call back, I called again and the company finished at 1pm for the weekend - arhhhhhh.

I'm at my wits end now and don't know if I should ring again and threaten to report them to Trading Standards

Can anyone please advise whats the best thing to do? Thank you.

kat21

there are a number of steps you could take, but I feel you should be compensated for the days you were home. Try to find out where the companies head office is and go from there. You could write a letter detailing your complaint, the fact that you have had to wait in each time and that you would wish to be compensated for that lost time. if you write a letter make sure its recorded deleivery. You could also try a fax most computers support the ability to send a fax again find head office look for their fax number
once you have followed the complaints procedure then perhaps if you get no joy you could contact trading standards.
kat21

JennyB

So many companies are awful with these unkept delivery promises. I had B&Q do this to me a couple of months ago and I was so angry. After calling the store and getting pretty angry with them they gave me £20 for the inconvenience. Unfortunately I think few other companies do the same. I would call them and speak to a manager again - perhaps say that unless they compensate you for your time you'll cancel your order. Did you pay by credit card? If you did I would be inclined to dispute the charge if you are concerned that they are not going to deliver. Good luck with getting your desired outcome. Perhaps post on the vent board for more advice?

JennyW_2

Well the latest is I called again yesterday once the office opened and was not given a reason why my delivery didn't happen Friday but told it would now be Thursday :mad: I hit the roof........:mad: :mad:

I then demanded my money back and to add insult to injury, was told there would be an additional £20 admin fee - this was just getting worse

Anyway, ranted some more then called Trading Standards for advice. Basically they are in breach of contract and I am entitled to a full refund.

I called the company back and demanded to speak to a supervisor. I told him what TS had told me and I've been guaranteed a delivery for this afternoon. I think my conversation with TS scared him a bit.

So let's see if it comes this afternoon..........

JennyB

Brilliant work JennyW! That really is quite a result... well, assuming it turns up now of course! Well done for not letting them get away with it. :T