Delivery rights discussion

zaynab

I ordered online from h&m and parcel was to be delivered in 4-6 days (stated on the website and t&c) received a sms on 17 that it will be delivered enxt 24/48 hrs but it was never delivered. I waited till 21 dec finally emailed customer service to which they replied:
[FONT=&quot]Dear Customer,[/FONT]
[FONT=&quot]Thank you for contacting us. Due to a technical issue we have been experiencing with our email system, we regret to inform you that we are unable to reply to your email. We can see that you have contacted us however the text is corrupted.[/FONT]
[FONT=&quot]If your matter is still unresolved, please contact our Customer Services team on 0844 736 9000 during our opening hours as follows:[/FONT]
[FONT=&quot]I called customer service today and was informed that package has been returned to the them by courier so will get refunded as i need to place order once again. non delivery reasons unknown they will email me details and apologized. i told the guy it cant be addreess isue as their catalogue is receievd at the same address. he said sorry and i told him to treat my call as complaint. i will get refunded though but i still need to know what are my other options legally i do need compensation as noone informed me about parcel unsuccessful delivery no contact watsoever from h&m or courier service
[/FONT]

Flyboy152

zaynab wrote: »

I ordered online from h&m and parcel was to bedelivered in 4-6 days (stated on the website and t&c) received a sms on 17that it will be delivered enxt 24/48 hrs but it was never delivered. I waitedtill 21 dec finally emailed customer service to which they replied:

Dear Customer,

Thank you for contacting us. Due to a technical issuewe have been experiencing with our email system, we regret to inform you thatwe are unable to reply to your email. We can see that you have contacted ushowever the text is corrupted.

If your matter is still unresolved, please contact ourCustomer Services team on 0844 736 9000 during our opening hours as follows:

I called customer service today and was informed thatpackage has been returned to the them by courier so will get refunded as i needto place order once again. non delivery reasons unknown they will email medetails and apologized. i told the guy it cant be addreess isue as theircatalogue is receievd at the same address. he said sorry and i told him totreat my call as complaint. i will get refunded though but i still need to knowwhat are my other options legally i do need compensation as noone informed meabout parcel unsuccessful delivery no contact watsoever from h&m or courierservice

What are your losses?

zaynab

that i had to stay home during that period to receive the parcel and WAIT WAIT WAIT

Flyboy152

zaynab wrote: »

that i had to stay home during that period to receive the parcel and WAIT WAIT WAIT

So, at the moment, you haven't actually lost anything.

wealdroam

zaynab wrote: »

that i had to stay home during that period to receive the parcel and WAIT WAIT WAIT

Zaynab, did you read MSE's Delivery rights article linked to on the first post in this thread?

In there you would've have seen...

The key issue: did you take EXTRA time off?
Although it might seem slightly unusual, you can't claim compensation for the original no-show day as you haven't technically lost out through this. You were going to take that day off work anyway; the fact it turned out to be futile is aggravating, but not a loss in a legal sense. The key is what's needed to put it right.

Confused1313

The delivery driver is just that - a delivery driver - He is not a detective - When you do get your delivery check the details that were given to the driver, is the address full and accurate ? Is there a telephone number included in case of problems. was the consignment signature only or were there "leave safe" instructions. Does your house have a number and was it included in the address or was your house name visible from the driver's van without having to use a telescope!!

Finding name only houses is very time consuming - in a road of 100 houses the higher numbers are usually at the same end and vice-versa, with a name only EVERY house has to be checked, even the ones with the faded sign 50 yards from the end of the drive. The driver NEEDS a phone number for you which you will answer personally, there is no point in him leaving you an answerphone message which you may or may not respond to within 2 hours, he could be 30 miles away by then and coming back to you would add 60 miles to his day.

The driver will have upwards of 60 deliveries to make and just 3 extra minutes spent per delivery having to decipher address and contact details will add an extra 3 hours ( YES an EXTRA 3 HOURS ) to his working day.

Flyboy152

I wouldn't bother Confused, there are too many on here that think the deserves it.

John_Pierpoint

with a name only EVERY house has to be checked, even the ones with the faded sign 50 yards from the end of the drive.

You forgot to add IN THE DARK - send the bill to Scotland, for it was they that insisted it had to get dark at about 4 o'clock at this time of year.

That said, I am proud to say that I managed to deliver a parcel on the 4th attempt, all be it 10 days late. The other drivers had given up, but hawkeye here realised that the local council had redesigned the road network, stranding a small close of properties on the wrong side of a duel carriageway. Only 100 yards by shanks pony but a mile and a half by van.

Whirlwindwilf

Thank you so much for this article - couldn't have come at a better time. We ordered bunk beds for our godchildren to be delivered in time for christmas, booked delivery for 18th Dec. The bed didn't arrive and there was nothing Homebase would do to get the bed delivered for Christmas, and wouldn't discuss 'gesture of goodwill' until after delivery (rebooked for today 28th!). So I rang having put together a plan of action as the article suggests. I had 3 problems with their failure - missing christmas delivery so had disappointed children; 2 x half days off work for delivery; the bed has since been put in the sale and is £100 cheaper. I used the suggested script as guidance, got straight through to manager, he immediately offered to refund the difference between sale price & price we paid (they would send us a cheque in 10 days or so) .. and also £40 vouchers... Now I had a plan (as suggested by article - work out what you want first!), which was an additional bed from them, which was £125. So I asked if he would happy to do this instead & deliver it (knowing this was a better option for them too..) - and he just said yes they would! So for the price of the one bed we now have two and are V pleased. I also have the option of writing to head office to get money back for the wages .. which I think I will also do!

Don't get me wrong, I won't be ordering from Homebase or Argos again after this as the initial customer service was so poor and they really did let us down - but moneysavingexpert were fantastic ! Thank you.

Confused1313

John_Pierpoint wrote: »

with a name only EVERY house has to be checked, even the ones with the faded sign 50 yards from the end of the drive.

You forgot to add IN THE DARK - send the bill to Scotland, for it was they that insisted it had to get dark at about 4 o'clock at this time of year.

That said, I am proud to say that I managed to deliver a parcel on the 4th attempt, all be it 10 days late. The other drivers had given up, but hawkeye here realised that the local council had redesigned the road network, stranding a small close of properties on the wrong side of a duel carriageway. Only 100 yards by shanks pony but a mile and a half by van.

hence the need for a delivery point telephone number which gets answered personally :T