Compensation from well know DIY supplier

SelfLearner

I ordered a few items online via the suppliers website, and on the website, they advertise next day delievery...

Order was late on in the evening so i wasn't eligible for next working day (some places you have to order by a certain time of the day to become eligible) but that's OK it would be the day after...

Well the day finally came, i take the day of work as delivery i was told would be from anytime between 7 am - 5am. I'm waiting in all day, around 4 pm i decided to call customer service, long story sort sorry about this sir, next delievery day would have to be Tuesday, i explain that i've take a day off work and looks like i would have to take the day off again today, as they just couldn't give me a rough time.

Tuesday come, here i am, waiting in again, still waiting, 4 pm comes around again, still no delievery, so i call customer service back again, and they go again with the sorrys, and telll me delievery will have to be on Thursday (hardley next working day as they advertise on there website) I'm really not happy with this so i end up speaking to someone of importants, so i was told. I explain to this person that there website advertises next working day delievery and that i've taken two days off work so far to wait in for delievery when really i should have just taken the one day off, if they kept to there word. I then went on to say i'm going to have to take another day off as the item still hasn't been delieverd and is rescheduled for delievery on another day.

If the items finally arrive on this day, in the end i would have taken two more days of work as this company can't keep to there word, and if they would have i would have only taken the one day off, which i knew and understood i would have to take at least one day off before i ordered.

Does anyone think i'm entitled to compensation ???

bcl999

Don't know if "entitled" is the right word but I think you have good cause to ask for some sort of ex-gratia payment. My approach would be to write to company once delivery has been made and list all the actual additional costs you have incurred such as the additional cost for the next-day service which they didn't provide, the phone calls, stationery & postage (for the letter) and then add an amount which you think is reasonable for the "distress & inconvenience" (i.e. the 2 wasted days). Personally, I would use the calculation of 7am to 5pm = 10 hours times two days = 20 hours total and then multiply that by the UK National minimum wage. That's the amount I would use but I wouldn't necessarily expect to get anything near it. They will likely come back with some sort of offer and you decide whether to accept it, remembering if you don't, you could end up with sod-all for the inconvenience (although you should get your actual expenses without much fuss).

SelfLearner

Thanks for the reply. Instead of writting a letter, as they can always say they haven't recieved the letter, i have there customer support email address, do you think emailing them instead of writing would be a better approach ?

Thanks again,

bcl999

Should have said before, i would address letter (or e-mail) to the Chairman or the CEO. You can usually find this out by googling the name of the company and visiting their "company" site which may be a different web address from the retail site. If letter, send by recorded delivery (and remember to put it in the expenses claim.)

Yes, e-mail is fine so long as it reaches the company hierarchy.

gordikin

Why not name the Company?

SelfLearner

i recieved a full refuned

bcl999

SelfLearner wrote: »

i recieved a full refuned

Well done, you. Where's my fee, then?