Received two deliveries and they want £60 to return

Uncle_Cuddles

I ordered a washing machine & a dryer online, waited about a month for them to be delivered and they never arrived. The supplier (part of Littlewoods) chased them up and eventually informed me that HDNL told them that they were damaged in transit and they were being returned to them. I spoke to an advisor and was told they cancelled the order and told me to re-order them off their website, but the washing machine was out of stock, but they very kindly allowed me to order a slightly more expensive model at no extra charge.

Anyway, they arrived whilst I was at work only they were the items we originally ordered. My wife accepted the delivery. When I got home, after inspecting them carefully there was no damage whatsoever so I had no problem keeping them. As it was bought as a gift for my neice and it was already about a month after we originally ordered them, I then delivered them on and they are working fine. The next day we got a call from HDNL informing us they had another large item delivery for the following week. My wife told them we had already received the order and in any case we were going on holiday for a week the next day. HDNL told her they would cancel the delivery, but we should contact the supplier to rearrange or cancel the order. We were going on holiday that day so I didn't get the opportunity to contact them. Typically HDNL delivered the replacements anyway, and my sister who was looking after the house accepted the delivery (she didn't know anything about them). She contacted me and I told her to call up the supplier and arrange for them to be collected. The supplier said that there would be a charge of £60 for collection (£30 each).

So I am back off my holiday and I am about to email them - fortunately today is the 7th day since delivery so I know I am covered by distance selling but I am not sure about if they are within their rights to charge for collection. Martin Lewis and other internet sites suggest that if it is in the contract then they can.

Sorry for the long story. Anyone got any suggestions on what to say in the email? If not, I will simply state the above and ask them to waive the charge due to the above chain of events, i.e. the cancellation of the original order which was subsequently delivered, and the fact that HDNL were informed we would be on holiday and they accepted that and said the delivery would be cancelled.

I feel sorry for the supplier because they have been very helpful, it seems that HDNL are at fault here, but they were quite insistant that they would deduct £60 from my refund when the goods were returned.

arcon5

If you cancel under DSR's then you will be liable for the return costs.

BUT..
You was informed the first order has been cancelled yes? Then they delivered it by mistake...?

Have you paid for both orders?

sabz3008

What was the described time frame for delivery? The fact that they delivered later than promised is a breach of contract anyway, and therefore you could argue that with them and tell them to come and collect it and deal with it themselves!

HDNL - Oh...DEAR! I genuinely am sorry to you and anyone you know who've had to deal with these MONSTERS!

Uncle_Cuddles

arcon5 wrote: »

If you cancel under DSR's then you will be liable for the return costs.

BUT..
You was informed the first order has been cancelled yes? Then they delivered it by mistake...?

Have you paid for both orders?

I was charged for the first delivery on despatch - they were ordered on the 18th April and order tracking says it despatched by the supplier on 19th April, but HDNL did not deliver them until 19th May. The delivery time-frame was 7-10 working days, but with all the bank holidays in April the 10th working day was about 6th May. I queried it around the end of April and was told it is up 14 working days which would have been 12th May, so it was at least a week late. I was given a tracking no. and I could see that it was despatched on 19th April, but loaded on to a van on 5th May. After I queried it again, the order was cancelled on 13th May but delivered in any case on 19th May.

I was not refunded for the first order when it was cancelled, but they did not charge me for the second order, so at this moment in time I have only paid for one order.

Like I said, the customer advisor I spoke to was really helpful in that she wrote off the extra £50 that the replacement washing machine should have cost, but then the person my sister spoke to said the £60 would be deducted from my refund?

pleasedelete

I think that hdnl and littlewoods are the same company.

Flyboy152

Uncle_Cuddles wrote: »

I ordered a washing machine & a dryer online, waited about a month for them to be delivered and they never arrived. The supplier (part of Littlewoods) chased them up and eventually informed me that HDNL told them that they were damaged in transit and they were being returned to them. I spoke to an advisor and was told they cancelled the order and told me to re-order them off their website, but the washing machine was out of stock, but they very kindly allowed me to order a slightly more expensive model at no extra charge.

Anyway, they arrived whilst I was at work only they were the items we originally ordered. My wife accepted the delivery. When I got home, after inspecting them carefully there was no damage whatsoever so I had no problem keeping them. As it was bought as a gift for my neice and it was already about a month after we originally ordered them, I then delivered them on and they are working fine. The next day we got a call from HDNL informing us they had another large item delivery for the following week. My wife told them we had already received the order and in any case we were going on holiday for a week the next day. HDNL told her they would cancel the delivery, but we should contact the supplier to rearrange or cancel the order. We were going on holiday that day so I didn't get the opportunity to contact them. Typically HDNL delivered the replacements anyway, and my sister who was looking after the house accepted the delivery (she didn't know anything about them). She contacted me and I told her to call up the supplier and arrange for them to be collected. The supplier said that there would be a charge of £60 for collection (£30 each).

So I am back off my holiday and I am about to email them - fortunately today is the 7th day since delivery so I know I am covered by distance selling but I am not sure about if they are within their rights to charge for collection. Martin Lewis and other internet sites suggest that if it is in the contract then they can.

It is seven working days, that excludes Saturdays, Sundays and public holidays, starting the day after delivery.

Sorry for the long story. Anyone got any suggestions on what to say in the email? If not, I will simply state the above and ask them to waive the charge due to the above chain of events, i.e. the cancellation of the original order which was subsequently delivered, and the fact that HDNL were informed we would be on holiday and they accepted that and said the delivery would be cancelled.

I feel sorry for the supplier because they have been very helpful, it seems that HDNL are at fault here, but they were quite insistant that they would deduct £60 from my refund when the goods were returned.

It doesn't matter whose fault it is (I wouldn't feel sorry for the supplier, as they are the ones who are trying to rip sixty pounds out of your wallet), the items were delivered in error, it is up to the supplier to collect them at their own cost.

Flyboy152

Uncle_Cuddles wrote: »

I was charged for the first delivery on despatch - they were ordered on the 18th April and order tracking says it despatched by the supplier on 19th April, but HDNL did not deliver them until 19th May. The delivery time-frame was 7-10 working days, but with all the bank holidays in April the 10th working day was about 6th May. I queried it around the end of April and was told it is up 14 working days which would have been 12th May, so it was at least a week late. I was given a tracking no. and I could see that it was despatched on 19th April, but loaded on to a van on 5th May. After I queried it again, the order was cancelled on 13th May but delivered in any case on 19th May.

I was not refunded for the first order when it was cancelled, but they did not charge me for the second order, so at this moment in time I have only paid for one order.

Like I said, the customer advisor I spoke to was really helpful in that she wrote off the extra £50 that the replacement washing machine should have cost, but then the person my sister spoke to said the £60 would be deducted from my refund?

But you have not been charged for the second order delivered, ergo no refund to deduct anything from.

pleasedelete

The supplier and deliverer are the same company. Sounds like passing the buck a bit!

Flyboy152

pleasedelete wrote: »

The supplier and deliverer are the same company. Sounds like passing the buck a bit!

It doesn't matter who owns who, the second delivery was made in error and there is no money to be deducted from anything

Littlewoods

Hi there,

We have just seen your post, this does sound very unusual.

If you would like to email your details to [EMAIL="socialmedia@shopdirect.com"]socialmedia@shopdirect.com[/EMAIL] and we will look into this further.

Many Thanks

Lizzie

Littlewoods Company Representative