Delivery rights discussion

Flyboy152

craigyboy90 wrote: »

Hi guys,

I'm looking for some advice regarding an order of some trainers from Nike.com.
I ordered them on the 28th December for express delivery (1-3 working days by UPS) and am still waiting for them to arrive.
I've been in contact with nike and they guaranteed delivery for last Thursday (03/01)....nothing, I phoned again, they said Friday, nothing, apparently it would definitely be here for today, waited all day, nothing once again.

Nike are going to refund the £12.99 delivery charge, and have offered me free delivery and 20% off my next order with them, which is useless really as I rarely buy trainers on-line - this was a one off..
They have now said it's going to be tomorrow, but I won't hold my breath, is there anything I can do other than cancel the order? I'd like to try and get something out of them (bearing in mind I booked annual leave to stay in on Friday).:mad:

They have offered you free delivery, saving £12.99, given you a discount of twenty per cent, I'd say that was fair enough. What are your actual losses?

Flyboy152

carleyt86 wrote: »

Right guys, just wondering if anyone can help me! My Mum and Dad ordered me a bed and mattress from Dunelm Mill for Xmas around the 1st week in December. My bed was delivered on the 19th December by Ceva Logistics and the mattress was to be delivered on the 22nd by the same company. No idea why they were separate as they were both in stock when ordered but hey! So on the 21st I recieved a phonecall from Ceva telling me the mattress couldn't be delivered and had to be rearranged, this was then arranged for the 29th, and then rearranged for the 2nd and then rearranged for the 8th (tomorrow), I have just recieved a phonecall telling me they can't deliver it tomorrow and that they will phone me tomorrow to arrange another delivery date. I have been given multiple excuses, some saying Dunelm Mill haven't sent it, but I recieved an email from Dunelm Mill last week saying it was on its way, and now Ceva say it is there fault this time as they have recieved it in the wrong depo! I have gone mad, as basically I needed this mattress over New Year for guests and I have taken multiple mornings/days off work to recieve the delivery all which have been pointless and wasted. Each time they have rang the night before the delivery to tell me it needs to be rearranged so by then I can't just suddenly tell work I will be in as they have arranged cover for me. Would this be a good case to try and claim compensation? Who should I send the letter to? Dunelm Mill and Ceva Logistics or just Dunelm Mill? If they have orginally said it would have been 4 week to deliver I wouldn't have bothered!
Happy for any advice as I'm new to this complaining lark! :rotfl:

Your claim is with Dunelm Mills, as they are the ones with whom you have a contract.

jonnch

Would be grateful if someone could help me regarding a delivery.

I purchased ghd's from The Hut and used 2 discount codes from MSE, it was next day delivery and I received an email from DPD couriers to say they would be delivered on 21/12/12, however they didn't arrive until 23/12/12, I wrote to them asking for compensation for 2 days loss of earnings, they replied to me via email to say that I hadn't choosen the next day delivery (which I did and the email even states that I did) and btw the way you are only allowed to enter one discount code however they will overlook it on this occasion and will not charge me the extra £4.95. They also say it was my decision to take the time off work and they did meet contractual obligations.

Can anyone suggest what I can do next.

stemcgoo

jonnch wrote: »

Would be grateful if someone could help me regarding a delivery.

I purchased ghd's from The Hut and used 2 discount codes from MSE, it was next day delivery and I received an email from DPD couriers to say they would be delivered on 21/12/12, however they didn't arrive until 23/12/12, I wrote to them asking for compensation for 2 days loss of earnings, they replied to me via email to say that I hadn't choosen the next day delivery (which I did and the email even states that I did) and btw the way you are only allowed to enter one discount code however they will overlook it on this occasion and will not charge me the extra £4.95. They also say it was my decision to take the time off work and they did meet contractual obligations.

Can anyone suggest what I can do next.

Ok my initial thoughts are, you cant claim for both days off work, the first day was your choice however the point is you can claim for additional days you had to take, however wasnt the 23rd a Sunday? So unless you work Sundays you would struggle to prove lost income.

The 2 codes is irrelevant, its their system, if it accepted both its not your problem.

kirstieburd

I ordered a new phone online which was supposed to be delivered on 15th Jan. For whatever reason it didn't come till the day after. I used the information from here and managed to bag myself £20 off my next bill due to consequential loss. They tried to offer just £5 as a good will gesture, but a transfer to a supervisor quickly changed that. Thank you Martin :money:

stuart1973

Please can someone give me some advice!!!:mad: I dont know what to do!

I discovered a great iphone 4s contract deal with Tesco Mobile on this site. As in need to upgrade my very old pay as you go iphone 3g.
However I am now regretting it, as now i'm in a delivery dispute:(
have contract now with no handset and no sim!

Tesco Mobile have been prompt in responding.

I was sent email to inform me that my handset will be delivered.
So I waited in for delivery. No one called, and no calling card.
Discovered that citylink had delivered and been told that goods were delivered and signed for at the correct address confirmed.
On the tracking assignment it was signed by 'SUMAYA' 1422h

I tried to quote OFT the guide for business's on distance selling from the OFT,paragraph 3.36 "where goods are lost in transit from you to the consumer you will need to either send new goods or offer a full refund, including delivery charges"

was told As the goods were signed for at the correct address the goods were not lost in transit therefore this will now need to be investigated further we can only continue to do this once we have received the copy of your signature and the police crime reference or incident number.

Is it wise or safe to send copy of my signature???
If i report to police with crime reference incident number, would this not be accepting my goods???
surely the goods are not mine until they have been accepted and not my responsibility to report to police???

I really don't feel comfortable sending my signature(incase of scam) or reporting to police incase it would affect my rights.
But I don't want them to think that im dishonest and therefore the reason why i don't want to report to police and provide signature!!!

I do not know now where I stand!! As the goods were signed for at the correct address the goods were not lost in transit


I have read on the Tesco site re delivery :

All items delivered by will need to be signed for. We regret we are unable to specify an exact time of day for delivery of your order beyond the delivery window of 9:00am to 5:30pm.However, if no one is available to accept delivery at the specified delivery address, the package will be returned to your local delivery depot and a card will be left detailing how to organise redelivery of your order.Back to topfo:


I now have decided to cancel my order before cooling off period and just want to get rid of all this stress! have now a contract and no handset and no sim card! Just an email from 02 confirming my mobile number and account number.
Then my stomache turned and thought can someone be now using my sim!!! so called o2 and reported sim possibly stolen,explained to them i not received it! and worried if it was in the wrong hands!
Also going to cancel contract with 02 direct before the cooling off period!!

So just now waiting for response from my email asking to cancel and refund order. whilst im still within the cooling off period.
Just really want rid of this issue as soon as possible! Has been too much worry.
Now I'm worried ,that they will make me responsible for the handset now missing! What can I do?

Cant believe all this over a delivery problem!

I have copied all my email responses below, be grateful if anyone can show me the light!



Your Incident ID is
Re: order number ****not received <<#144696-544609#>>‏
To see messages related to this one, group messages by conversation.

1/18/13
Reply ▼
s****
To Tesco Phone Shop Support


Dear LIza,

Thank you for your prompt response.
I can assure you that neither my partner,nor I have signed for or received any delivery of goods from you. So I still have no handset or even my contract sim card to use for my O2 Tesco Mobile 24 month phone contract.

This is a huge inconvenience for me. I need to be able to use my handset and phone contract whilst I am away at work.
I am away from home a lot and is essential that I have my phone that allows me to work with whilst away.

So far my experience regarding delivery has been somewhat stressful and an inconvenience. I was waiting in for my delivery for two days after and to be now informed now that there was no one at home and that my parcel had been delivered. Which I don't see how could be possible. As I have not received anything.

I therefore wish to cancel my order and contract with you, Tesco 02, 24 month contract and the handset. And would like a refund. Please can you confirm back to me that this has been done.

I cannot use my contract with no handset or sim card.
I really need to be able to use a sim card and handset soon whilst away and I'm afraid now to order online again for a phone contract after such an experience. So would now rather go into a store to purchase a mobile phone contract and to be given my handset and sim card instore.


Kind Regards,

*******

---

Dear Mr ......



Thank you for your e mail. I can advise that the city link driver has returned to your address to confirm that the delivery address is correct, there was no one at home but the driver has confirmed that the handset was delivered to the correct address.



As the goods were signed for at the correct address the goods were not lost in transit therefore this will now need to be investigated further we can only continue to do this once we have received the copy of your signature and the police crime reference or incident number.



Please accept our apologies for any inconvenience caused.





Thank you for contacting Tesco Phone Shop.



Kind Regards


liza



Your Incident ID is ******

---

Dear Mr ******



Thank you for your e mail. I can advise that the city link driver has returned to your address to confirm that the delivery address is correct, there was no one at home but the driver has confirmed that the handset was delivered to the correct address.



As the goods were signed for at the correct address the goods were not lost in transit therefore this will now need to be investigated further we can only continue to do this once we have received the copy of your signature and the police crime reference or incident number.



Please accept our apologies for any inconvenience caused.





Thank you for contacting Tesco Phone Shop.



Kind Regards



Liza









This is a confidential email. Tesco may monitor and record all emails. The views expressed in this email are those of the sender and not Tesco.

Tesco Stores Limited
Company Number: 519500
Registered in England
Registered Office: Tesco House, Delamare Road, Cheshunt, Hertfordshire EN8 9SL
VAT Registration Number: GB 220 4302 31


--- Original Message ---
From: "Stuartparvin@hotmail.com" <stuartparvin@hotmail.com>
Received: 17/01/13 14:31:42 o'clock GMT
To: Tesco Phone Shop Support <support@tescocontractmobilephones.com>
Subject: Re: order number 6970977 not received

Dear Liza,

Thank you for your quick reply. Yes that is my address,
flat **, ***********
But noone here at flat ** ,signed for any delivery, or was not left a card or delivery note.
I have just received a email from your courier, city link to say they have indeed delivered to flat ***.And will be sending a driver today to rectify the address.
I have read some online reviews on your courier company, which is starting to worry me. But I'm hoping that they will be able to rectify everything today for me.

As regards to the order going missing and having to go to a police station for a crime report. I have been advised in the guide for business's on distance selling from the OFT,paragraph 3.36 "where goods are lost in transit from you to the consumer you will need to either send new goods or offer a full refund, including delivery charges"

But I'm really hoping that citylink will be able to rectify everything for me today.
However, i have no problem sending you a signed statement with my signature,to say I have not received any order.

But am hoping will all be rectified today.

Many thanks

********


On 17 Jan 2013, at 13:01, Tesco Phone Shop Support <support@tescocontractmobilephones.com> wrote:





Your Incident ID is *******





Dear Mr Parvin



Thank you for your e mail. I am sorry to hear that you have not received your handset. I can advise that the address that you supplied to us on your application is as shown below;



Flat ***

*******

London

*******



This is also the address that was on your parcel and this is where city link have confirmed that they have delivered to. As you have now advised that the building is also called Independence house city link will confirm further details with the driver. As the official address as shown on the Royal Mail does not include the building name I cannot see that this would cause any confusion, however we will await further confirmation from the courier.

In the event that the handset has gone missing you will need to obtain a crime reference from your local police station, and forward this to us along with an official copy of your signature.



We will advise further following further information from City link. Please do not hesitate to contact us if you have any further enquiries in the meantime.



Thank you for contacting Tesco Phone Shop.



Kind Regards



Liza









This is a confidential email. Tesco may monitor and record all emails. The views expressed in this email are those of the sender and not Tesco.

Tesco Stores Limited
Company Number: 519500
Registered in England
Registered Office: Tesco House, Delamare Road, Cheshunt, Hertfordshire EN8 9SL
VAT Registration Number: GB 220 4302 31


--- Original Message <*************@hotmail.com>
Received: 17/01/13 08:56:07 o'clock GMT
To: <support@tescocontractmobilephones.com>, <tescosupport@2020mobile.com>
Subject: order number ******* not received

Dear Sir/Madam,

I still have not received my order from you. Your courier, city link has stated it was delivered and signed for by 'sumaya' at 14.22h yesterday on 16/1/13.
I was at home and i live with my partner who was at work, and i did not sign for or receive my order,or anyone else here at my address.
So I am now rather concerned. I was not left any card either from your courier company. And have checked with my neighbours also.
I have chosen especially to order from Tesco mobile online, a company I know and trust, and from many good reviews.

I have just noticed that in one of your latest correspondence to me, that you have omitted my flat number in the billing /delivery address, yet in my first correspondences from yourselves, which I have included at the end of this email .You have the correct address that i gave you, flat , *******, london,,greater london ******* for my billing / delivery address.
I am now concerned that because my flat number was omitted in the process of my order, I will not receive my order, my contract, my bills etc.

Please take note of my billing and delivery address as you originally confirmed to me in your email order confirmation ON 14/1/13.

Flat ** ********
* ********,
London
**** ***



Please can you investigate this matter and let me know when I will receive my order from you.

Many Thanks,

***** *****

From: TescoSupport@2020mobile.com
To: *********@hotmail.com
Date: Tue, 15 Jan 2013 14:34:05 +0000
Subject: Tesco Phone Shop - Order Despatched

Dear Mr *********
We are pleased to inform you that your order with Tesco Phone Shop has now been despatched on 15 January 2013 and will be with you soon.

City Link will deliver your order between 7.30am and 5.30pm Monday – Friday to the address below. Please note that someone needs to accept your parcel at this address otherwise it will be go to your nearest City Link depot.

BILLING & DELIVERY ADDRESS
Mr ******
*****
London
Greater London
******

Your order number is ***** and your order details are:

Network Tariff Contract length
O2 iPhone 100 24 month 24 months


Apple iPhone 4S 16GB - Black
Pay now Monthly cost
Tariff £18.50
Insurance
Handset £150.00
Delivery City Link Ref: ********
You pay today £150.00
Your monthly cost £18.50

Included 100MB Data bolt-on
What happens next?
If you are not available for the first delivery, a second attempt will be made the following day or you can collect it from your local City Link depot. In order to do this, please take 2 forms of identification with you.

If your order is not successfully delivered within 5 days of this despatch email, your order will be returned to us for disconnection so you don’t incur charges on your account.

If you have ordered a refurbished handset, find out more here.

Should you have any questions, please contact us and we will be happy to help.

Thank you for shopping with us.
Tesco Phone Shop

Contact details:
Call: 0844 8910006
Email: support@tescocontractmobilephones.com
Monday to Friday 9am – 9pm
Saturday 9am – 8pm
Sunday 10am – 4pm

Please do not reply to this message directly
Tesco stores Ltd (519500). Company registered in England. Registered Office: Tesco House, Delamare Road, Cheshunt, Hertfordshire EN8 9SL. VAT Registration Number GB 220 4302 31

robatwork

Stuart you haven't blanked out all your email addresses.

I would be tempted to report this to the police for starters

John_Pierpoint

Fraud is now the number one international crime - forget drug running and bootlegging if you want to get ahead as a criminal.

My experience is here http://forums.moneysavingexpert.com/showthread.html?t=332339
Tesco's procedures were the most obviously effective in noting the fraud BUT they appear to have done nothing to apprehend the fraudsters, which is a sad comment on what might be called their corporate "civic duty".

Your first move must be to get a crime number. [The old bill are unlikely to be any practical help but you never know]
I would also check the voter's register for your block of flats to see if
if there is a simple "misunderstanding" with one of your (crooked?) neighbours.

Presumably the signature could not possibly be confused with anyone at your property? So Tesco should be one phone down not you. Michel Mouse might as well have signed for it.

How have you paid for this multiple transaction?

You can attack this by cancelling everything and demanding any money back NOW but that is a bit like throwing you toys out of the pram and you would have so start all over again setting up another phone contract with someone else.

I don't think you need to worry that this is an "inside job" at Tesco, so there would not be much of a risk in emailing you signature to them.

However this could drag on for weeks if not months.
I would try the direct action approach - Cheshunt is not Lands End - I would ask to speak to someone in authority at Tesco and then say you want to come and see him/her in person.

IE "We are the good guys let us get this sorted now".

Depending on how Tesco responds, you can decide how you want to handle the situation.

[Out of interest I Googled "SUMAYA criminal London" and got 149k hits,; it appears to be a name of Middle Eastern origin - not a good start.
Whereas your name seems to be big in fashion but with over 250k hits life is too short.

Good luck, let us all know how it pans out ]

stuart1973

Thanks,

called police and they told me it was tesco mobile that should call to report as i never had phone.
advised to contact courier again! called and told them about having to report to police.
now they saying it was delivered to wrong address,driver had to go back to rectify it. I asked what does that basically mean then?
she said retrieve it from wrong address. Driver has it though but hes gone home for the day. have to wait to hear from them.

I then received email from tesco mobile

Dear *****



Thank you for your e mail. As previously advised to investigate this any further we require a copy of your signature and the police crime reference number.



Unfortunately without this information we are unable to complete our investigation with the courier, therefore we are unable to cancel your contract or replace the goods at this point.

Please contact us once you have the information as requested to enable us to assist you further.


then replied
Dear Liza,

I have telephoned the Police as you requested me to. The police have told me that it is yourself, (Tesco Mobile) that needs to report this to the Police, to obtain a Police crime reference reference number.
As until I actually have the goods, they are not mine. And the goods are still yours (Tesco Mobile), not mine. Therefore i'm not the victim of a crime and your responsibility to report this to the police. (sorry, i am only just reiterating exactly what they told me to clarify things).

I have been advised it would be wise to check with the courier, that they do not have the goods still it in the depot. I have called your courier today(citylink) asking for information about my delivery and they told me that it went to the wrong address! and your courier is now in possession of the goods to be delivered to me today.
Please can you contact your courier and confirm back to me this and tell me what is happening. So this investigation may now come to a close.


Kind Regards,

I then decided, right i think this is going to drag on now with this delivery. cancel!

i then called tesco mobile, told them the situation now with the courier .spoke to a guy seemed very helpful.
he arranged to call me back, after he spoken to courier company.
called me back soon after told me yes they told him the same. I said i would like to cancel. He said dont worry once the handset has been received back, everything will be cancelled. i said yes but I want to cancel using my dsr rights during the cooling off period. He said yes don't worry he will put on the notes. He said he will contact courier so they will send handset back to them

Then thought, well now i had better get in writing my notice to cool off period,so emailed them


Dear Sir/Madam,



After contacting your office by telephone, I spoke to Enam about my contract/handset order this evening regarding my last previous email sent to you.

After reading your notes and speaking with your courier citylink,, he called me back and confirmed to me that your courier citylink had sent the handset to the wrong address,retrieved it and the the driver has now the handset with him. He requested citylink to return the handset back to yourselves at Tesco Mobile and I will not be accepting delivery.



I explained to him that I have had to open a new mobile contract with handset now instore,as time was of the essence and needed it by my delivery date this week before i return to work.

He has confirmed that my contract will now be cancelled and I will be refunded of all monies paid and not need to do anything else.

I just wanted to put in writing to you now, (see letter to yourselves below) which I have also posted.

02 have informed me that you will need to also update this for them on your systems as It was Tesco Mobile that i placed order with.


Then i thought better contact 02 also, they said there wasnt block on my sim,after i called days ago reporting it! omg! but has not been activated and now is a block on sim.
he said he cant cancel contract as tesco mobile needs to update on their systems that handset has been received and returned.
called up again and was cut off for some strange reason!
cancel contract! oh dear? well this is not the department, we have on system your hansdet stolen, you say was with tesco mobile? well as it was with tesco mobile etc etc i just gave up and didnt bother to call back!

in the end i wrote by email simple cancellation notice to tesco and o2 and sent by email and will post also recorded tommorow


20 January 2013



Dear Sir/madam,



RE: Consumer Protection (Distance Selling) Regulations 2000



On (16 January 2013) I entered into a 02 iphone 100 mobile contract for (24 months) purchased from Tesco mobile, ordered on the internet from Tesco Mobile.



Under the Consumer Protection (Distance Selling) Regulations 2000, I am entitled to a seven day cooling off period, starting from the day after I enter into the contract. I am therefore writing to inform you that I wish to cancel this contract. I require a refund of all monies paid / written confirmation that no payment will be claimed by you or 02(please ensure their records are updated from you), within 30 days.





I look forward to hearing from you.



Yours sincerely

So now just put in my cancellation letters and hoping for the very best!

Never ever again! worst dispute I've ever had! if this fails I going to write complaint to head office and let them sort it out.

I just advise anyone now, be so careful when buying cheap mobile phone contracts from websites not direct with provider. Just too many people involved!
And don't even think about cancelling!
I just know what the next thing is going to be already from the reviews i've seen! im going to be billed for goodness knows what i've never received or used. so at least i've prepared myself.
Its like i want to get divorced! lol
so easy to get into these contracts etc, but almost impossible to try to get out of!
now I see pay as you go like heaven:) no ties,no hassle! total control!

yes i know lots of people have no hassle at all,but im sure there loads that do!

would never go via someone else again for a mobile network!

Anyway lets just hope this courier doesnt decide to send to wrong address again!

stuart1973

Just want to say thanks for replies, never used a forum before.
A problem shared, makes a big difference! and hopefully a problem solved!