Mothercare - Guaranteed delivery

k31ron

Looking for advice..

I recently placed an order on for a car seat on the mothercare website and declined the free delivery as I needed the seat urgently for a road trip and chose the “guaranteed next day delivery” so I would have the seat for a trip the following evening the item didnt arrive until 2 days later (i.e. not much use to me)

I emailed there customer service for an explanation they said

"When placing an order for next day delivery we state that all of our deliveries are subject to stock availability and credit card authorisation

I have checked your order and the credit card was not authorised until 10:06 on the 7 Jul 2010 (day after the order) so this means that you will receive your order on the next working day."

surely the card authorisation is in there hands ie. they should have applied for it after my order was placed to meet there “guaranteed next day delivery”

I'm really annoyed as I paid extra for a service I didnt get and more importantly didn’t have a car seat for when I needed it, nor have they even offered to refund the cost for the delivery service that i didnt recieve..

Equaliser123

k31ron wrote: »

Looking for advice..

I recently placed an order on for a car seat on the mothercare website and declined the free delivery as I needed the seat urgently for a road trip and chose the “guaranteed next day delivery” so I would have the seat for a trip the following evening the item didnt arrive until 2 days later (i.e. not much use to me)

I emailed there customer service for an explanation they said

"When placing an order for next day delivery we state that all of our deliveries are subject to stock availability and credit card authorisation

I have checked your order and the credit card was not authorised until 10:06 on the 7 Jul 2010 (day after the order) so this means that you will receive your order on the next working day."

surely the card authorisation is in there hands ie. they should have applied for it after my order was placed to meet there “guaranteed next day delivery”

I'm really annoyed as I paid extra for a service I didnt get and more importantly didn’t have a car seat for when I needed it, nor have they even offered to refund the cost for the delivery service that i didnt recieve..

What time did you place the order?

k31ron

Equaliser123 wrote: »

What time did you place the order?

Hi, 3pm i.e 1 hour before there documented 4pm deadline

KittyPryde

If it was me I'd email back and say I'm dissapointed with the response and you still feel you paid for a service you didn't receive and that you'd like a refund of the postage paid. Sometimes they don't offer these things until you ask.

k31ron

KittyPryde wrote: »

If it was me I'd email back and say I'm dissapointed with the response and you still feel you paid for a service you didn't receive and that you'd like a refund of the postage paid. Sometimes they don't offer these things until you ask.

thanks Kitty, email sent will see what response i get... my main objection is the fact I needed the car seat the next day, if I had known they where so useless I would have just sourced elsewhere (local baby shop) there "so called Guarantee" cost me more then an additional £8 for postage it caused a lot of inconvenience and anguish as we couldn’t make the planned trip.

custardy

k31ron wrote: »

Looking for advice..

I recently placed an order on for a car seat on the mothercare website and declined the free delivery as I needed the seat urgently for a road trip and chose the “guaranteed next day delivery” so I would have the seat for a trip the following evening the item didnt arrive until 2 days later (i.e. not much use to me)

I emailed there customer service for an explanation they said

"When placing an order for next day delivery we state that all of our deliveries are subject to stock availability and credit card authorisation

I have checked your order and the credit card was not authorised until 10:06 on the 7 Jul 2010 (day after the order) so this means that you will receive your order on the next working day."

surely the card authorisation is in there hands ie. they should have applied for it after my order was placed to meet there “guaranteed next day delivery”

I'm really annoyed as I paid extra for a service I didnt get and more importantly didn’t have a car seat for when I needed it, nor have they even offered to refund the cost for the delivery service that i didnt recieve..

surely card authorisation is out of their hands and down to the bank?

Equaliser123

custardy wrote: »

surely card authorisation is out of their hands and down to the bank?

It is but I do think it depends when the retailer requested authorisation.

OP is entitled to costs of delivery by way of refund or to simply cancel the transaction. Any other losses are, in my view, indirect losses and not claimable.

unholyangel

Agreed they could cancel, would just depend on what the T&C's are for returning the product under DSR and whether they are obligated to return the product (as opposed to making it available for collection) and who bears the cost of return postage.

Seems to be a lot of DSR stuff coming up today. Like they say, when it rains it pours!

Equaliser123

unholyangel wrote: »

Agreed they could cancel, would just depend on what the T&C's are for returning the product under DSR and whether they are obligated to return the product (as opposed to making it available for collection) and who bears the cost of return postage.

Seems to be a lot of DSR stuff coming up today. Like they say, when it rains it pours!

Can see your point on DSR but I would be arguing breach of contract on the basis that next day was ordered.

unholyangel

If they fufilled the sites requirements for next day delivery (which from what they said - they have), then they could do that. But no point arguing that if their T&C's allow them to return the item with no cost to themselves? Although i've just checked (i was being lazy before ) and.......

From mothercare returns policy:
If you purchased a ‘WEB EXCLUSIVE’ product Mothercare will arrange the collection free of charge. (goes on to say they'll refund postage if they require them to return) but does say before that that if it is not web exclusive, customer is liable for charges.

But also on their website, it states: We guarantee to deliver your item on the next working day provided that you have placed your order before 4pm Monday-Friday.

Doesnt say anything about "providing we confirm your order" or "provided payment is authorised".

k31ron

unholyangel wrote: »

Doesnt say anything about "providing we confirm your order" or "provided payment is authorised". .

they have a sneaky subsection, called "delivery exclusions" where they mention it....obviously the main section on next day delivery doesn’t refer to it!