Delivery rights discussion

ilesmark

Hi all

Have been reading this part of the forum with interest, having been the victim of missed deliveries like so many others.

Something that has occurred to me - the guide talks about not being able to claim the first / original day of annual leave back in the event of a missed appointment but only the second / subsequent one, on the basis that 'you are regarded as if you would have taken the first day off anyway'.

This doesn't seem totally fair to me, even if it may well be correct legally, as if you take a day off to wait for an appointment that is then missed then that becomes a wasted day.

I am wondering if there is any mileage in laying the groundwork for being able to claim for a no-show on the 1st day AS WELL AS the taking of a subsequent day off for the re-delivery by expressly putting the company on notice at the beginning....something along the lines of 'I am taking this day of annual leave purely to wait in for your delivery and for no other purpose, so be advised I will make a claim for my wasted time in the event of a no-show'.

Thoughts, anyone?

Mark

Stephen_Leak

I won't go into my tale of woe with Hughes Direct, thanks to Yodel. However, I will be writing to them to see what happens, and to try and teach Hughes the error of their ways in using such a congenitally bad delivery firm. Evidently, their drivers aren't even supplied with mobile phones, so cannot ring to get directions, so putting a contact number on the order won't help.

arcon5

ilesmark wrote: »

Hi all

Have been reading this part of the forum with interest, having been the victim of missed deliveries like so many others.

Something that has occurred to me - the guide talks about not being able to claim the first / original day of annual leave back in the event of a missed appointment but only the second / subsequent one, on the basis that 'you are regarded as if you would have taken the first day off anyway'.

This doesn't seem totally fair to me, even if it may well be correct legally, as if you take a day off to wait for an appointment that is then missed then that becomes a wasted day.

I am wondering if there is any mileage in laying the groundwork for being able to claim for a no-show on the 1st day AS WELL AS the taking of a subsequent day off for the re-delivery by expressly putting the company on notice at the beginning....something along the lines of 'I am taking this day of annual leave purely to wait in for your delivery and for no other purpose, so be advised I will make a claim for my wasted time in the event of a no-show'.

Thoughts, anyone?

Mark

Firstly, describing yourself as a victim is a little extreme!

Secondly, your desire to claim two days compensation is barmy!!!!
For examples sake lets say a day is worth £50 to you. You take the first day off, doing so knowing what it will cost you for which the retailer shouldn't be liable for. If they then fail to deliver and you take the next day off, your now £50 down, so the whole point of the article is to recover this £50 which you would have otherwise earnt. But instead you want £100!! Your getting greedy!!!

The whole article is a joke anyway!!

Remember you would need to mitigate your losses, for example re-arranging delivery for a day you have off ect. So if you failed delivery was Thursday and you have Saturday off, and then chose to re-arrange it for Friday to get it sooner -- I fail to see why you would have a valid claim since it was a choice to take a second day off!

I think this type of article just fuels a compensation culture -- why not sue the council if roadworks add 20 minutes & 5 miles to your journey? Or Starbucks if they take longer than x minutes to make your coffee therefore making you late back to work? Nothing in life runs smoothly!!!!!!

Thats my thoughts anyway.

shell820810

Having a nightmare with Yodel/Carphone Warehouse, and want an idea of what is reasonable compensation to ask for. Delivery was free.

Order placed on 8 December.

It was agreed they would deliver to me on 12 December. They failed to deliver. They then advised that delivery would take place on 14 December. Again they failed to deliver. They then advised that the item was out for delivery on 15 December. Again, there was no delivery. Delivery was finally attempted on 16 December, however I was not advised of this beforehand, and was at work and was unable to receive the parcel. I have now had to rearrange delivery for 19 December. Apart from the 19 Dec, I wasnt given any option of when any redeliveries would take place, and they dont deliver at the weekends, so all were going to clash with a working week anyway.


So, 2.5 days extra taken off work (14th, half day 15th, 19th), lost of net earnings approx £200. Phone charges incurred trying to chase with courier and Carphonewarehouse.

Item only cost £100, so obviously damages are not realistic in relation. I would be happy with a part refund on the cost - is 20% reasonable?

arcon5

shell820810 wrote: »

Having a nightmare with Yodel/Carphone Warehouse, and want an idea of what is reasonable compensation to ask for. Delivery was free.

Order placed on 8 December.

It was agreed they would deliver to me on 12 December. They failed to deliver. They then advised that delivery would take place on 14 December. Again they failed to deliver. They then advised that the item was out for delivery on 15 December. Again, there was no delivery. Delivery was finally attempted on 16 December, however I was not advised of this beforehand, and was at work and was unable to receive the parcel. I have now had to rearrange delivery for 19 December. Apart from the 19 Dec, I wasnt given any option of when any redeliveries would take place, and they dont deliver at the weekends, so all were going to clash with a working week anyway.


So, 2.5 days extra taken off work (14th, half day 15th, 19th), lost of net earnings approx £200. Phone charges incurred trying to chase with courier and Carphonewarehouse.

Item only cost £100, so obviously damages are not realistic in relation. I would be happy with a part refund on the cost - is 20% reasonable?

I'd be asking the question why you allowed yourself to loose £200 for the sake of a phone! When they failed to deliver the first date, the best option would be to wait for the 'sorry you was not home' card and re-arrange it for a date that is more convenient to you. Atleast this way, you'd be minimising your losses and if you did have to put a claim in for compensation it would be for one day only.

I think the only way you could justify wasting so much of your own time on this would be if it was a spare part required for a breathing aparatus or something essential -- not a luxury item.

Nontheless, good luck getting anything from CPW, especially the amount of money you want from them.
Write your complain in by all means, and hope for a gesture of goodwill. Otherwise vote with your feet.

Flyboy152

Stephen_Leak wrote: »

I won't go into my tale of woe with Hughes Direct, thanks to Yodel. However, I will be writing to them to see what happens, and to try and teach Hughes the error of their ways in using such a congenitally bad delivery firm. Evidently, their drivers aren't even supplied with mobile phones, so cannot ring to get directions, so putting a contact number on the order won't help.

The drivers are all self employed, the courier companies do not supply them with anything.

arcon5

Stephen_Leak wrote: »

I won't go into my tale of woe with Hughes Direct, thanks to Yodel. However, I will be writing to them to see what happens, and to try and teach Hughes the error of their ways in using such a congenitally bad delivery firm. Evidently, their drivers aren't even supplied with mobile phones, so cannot ring to get directions, so putting a contact number on the order won't help.

They may not be supplied with mobile phones, but i'd be very surprised if they didn't take a/their phone with them tbh. Whether they would be willing to use it for business purposes is another matter.

CrispyUK

I jumped in here to make some comments on the damages side of things after reading the article but read the whole thread as it's been interested.

With regards to checking goods over you should always do this, if the box is damaged / torn / wet / etc. then open it up and check the goods are OK / all present. If this isn't practical then at least sign stating the condition of the packaging (a claused POD). Signing goods UNCHECKED isn't much help (and many of the delivery notes we see coming through explicitly state this won't be accepted).

If you do sign a clean POD and subsequently discover damages, act quickly! Inform the supplier/retailer immediately so that they can file a pending claim with the courier. Insurers impose time limits on these types of claims and will reject them if not submitted within the required time frame. This is to protect couriers and insurers from customers damaging things themselves and trying it on.

We've had several occasions where we've received a complaint and photos of something that was apparently completely decimated on arrival - yet they've signed for it next to a bold line of text reading "Unless otherwise stated the above signature confirms these items were received in good condition and free from visible signs of damage"...!!

I work for a company who is a member of a pallet network and we have much the same experience as some of the couriers stories detailed in this topic. Claims are a nightmare and cost us a lot of money, if a receiver has signed a Clean POD and the insurers pay out, we have to foot a £150 excess to repay our customer in full - with low margins that can wipe out several months profit on a customer!

Yodel are getting a lot of bad press, and they're not doing well financially according to the industry press. Competition is fierce in the parcels sector and margins are very low, buyers are mostly price driven so service is left to suffer. A courier could offer the amazing service and compensation payouts you all desire, but their prices would be significantly higher and the retailer would have to pass this on in their prices. But then nobody would buy from them cos they could get it £10 cheaper from competitor X that sends everything via Yodel!

Also make sure you fill in your address properly and completely when ordering online, having dealt with customer address input the quality of data is often sloppy with mis-spelt information, missing postcodes, etc. To a local, your typo in your street name might not be a problem, but if the driver doesn't know the area he's not going to be able to find it on his sat nav or map!

Chrissyt

Hi all, I'm having TERRIBLE trouble and MEGA BIG problems with PLAY.COM !!! Consequently I am now NEVER-EVER going to use them ever again in my whole life, shame really as they were the only supplier I used and DID have their credit card too.

To cut an EXTREMELY long story very short, they totally messed up my order, cancelled it, re-ordered it, tried to deliver it TO THE WRONG ADDRESS, I had to take a day off work to be in for the courier for THEIR ERROR, now they won't accept my claim for having to take a day off work.

With alot of VERY LENGTHY phone calls to their useless call centre, more useless people based in the UK am I getting nowhere fast.

QUESTION - DOES ANYONE KNOW THE MANAGING DIRECTORS/CHAIRMAN'S NAME, ADDRESS PLEASE !!!!!!!!!!!!!!!!!

PLAY.COM are RUBBISH - a company registered in JERSEY, a warehouse based in the UK, a completely USELESS call centre in the PHILIPPINES, more useless staff in CAMBRIDGE - no wonder why they can't get anything right.

Oh, I have names, direct email addresses and direct phone numbers for anyone wanting to make a complaint !!! I'll post them soon. I just need my info to go straight to the top person to try and get my complaint sorted out.

Thanks to anyone who can help me !!

Obviously_the_best

And now the company is owned by a japanese company, so good luck with finding an MD who can speek english!!!