Delivery rights discussion

Grumpycat

Hi
I ordered a washing machine from Hughes Direct and got a delivery slot of 7am - 10.30am, my mum waited at mine and got a call at 11.30am saying it had been delayed but would arrive before 4pm (!). She then got another call at 1pm saying they couldn't find the item so there wouldn't be a delivery! No contact from Hughes until I emailed - told no more stock. I then rang and they contacted the warehouse who confirmed lost, then they found more stock and arranged another delivery. I requested a call an hour before, this alternative company rang when they were 2minutes away after I'd left for work 10 minutes prior to their call (frustrating!) so my mum came over to take the delivery. the whole experience was a total pain so I used the template letter and requested £60 compensation for my mums time and they came back within a couple hours to say they would send me a cheque for £60 - result I feel this definitely covers the hassle they caused and their response was quicker on the complaint that it was on the initial contact!

Lungboy

Bit of a long-shot, but do these tips apply to other instances of people failing to turn up when they have confirmed, meaning you take time off work only for them to no show? A friend of mine had that situation with his landlord, more than once, so would the same advice hold true about compensation for time off work etc?

John_Pierpoint

I would think that most people would think twice about trying to pick a fight with their landlord, unless they were intending to leave anyway?

wealdroam

Lungboy wrote: »

Bit of a long-shot, but do these tips apply to other instances of people failing to turn up when they have confirmed, meaning you take time off work only for them to no show? A friend of mine had that situation with his landlord, more than once, so would the same advice hold true about compensation for time off work etc?

Yes, of course.

But please do bear in mind the point made by John_Pierpoint.

ktlou10

I recently purchased a set of kids table and chairs from early learning and it took three attempts for them to deliver the item to me, the first time they said it had been left somewhere at the property but couldn't confirm where and I searched everywhere asked everyone down my road if it had been delivered to them but it hadn't so they rearranged another delivery 2 days later it never turned up so I called again then a week later it arrived. As a result I had to take 2 days off work and I don't get paid for this so I lost out on £90 I've asked for them to reimburse me for loss of earnings. I have written twice and not heard anything and now have seen the letter template on here for failed delivery so have sent that a week ago , still waiting to hear, and I will probably call them tomorrow to chase them as their complaints dept seem incredibly slack, I just wandered if anyone else had similar issues with early learning?

bankydoo

HI there
Please i expected a delivery from UPS vis the Nielsen mobile application programe offering rewards. I requested for a £100 branded tablet. I waited for weeks and then constantly informed nielsen of this incidence. Suddenly nielsen sends me a delivery note with someone elses signature notifying me that the delivery was made. I have contacted UPS who insists that the IGC, the company running the rewards section riase a complaint procedure. The setback is that IGC is refusing to do this because they claim that it has been delivered and received by "me"

markbigball

Do the same missed delivery rules apply for collections? I ordered some stuff, it wasn't as described so they agreed to collect it and refund me. HAd to take time out to be at home for the collection due to their own error. 2 failed collection, no customer service etc etc, tried to contact company and courier got no where, finally it was collected on the 3rd date given to me. After I stated POLITELY that its quite poor, I may look for compensation for breach and not very professional - they got extremely personal and abusive, calling me names, stating what a nasty person I was and a compulsive liar! (all in writing!!) And this is all from a so called reputable company. So..... does same apply for collections, and can I claim- i wouldnt usually but the name calling on top of everything else (yes I know theres worse thing happen in life but this still isnt good) just is not right

wealdroam

markbigball wrote: »

Do the same missed delivery rules apply for collections?

Yes, the same principles apply to any company that makes an appointment and then doesn't keep it.

Just make sure you can quantify your losses, as described in the article linked to in the first post in this thread.

Pat26

I bought a Sandby sofa on 05/10/2013 from IKEA online store for a total cost of £260 including delivery. I paid by credit card.
The original deliver was made as expected on 12/10/2013

Delivery 1 (original delivery)
After assembling the sofa I realised that the back rest cushions did not sit correctly on the sofa. On one side of the sofa the cushion was higher and lumpy. I couldn't figure out if it was the covers or back rest cushions which were incorrect. I thought it would be easier get help for this instore, visited nearest IKEA who swapped the covers for me, came home realised that it is actually the back rest cushions which are incorrect. So I used e-chat to chat with IKEA re-arranged delivery for the correct back rest cushions and the correct covers to go with them. I would provide the delivery driver the incorrect cushions and the covers I had for those cushions.

Delivery 2
Delivery was due on a Monday (due any time during the day until 10pm) but the delivery driver called a day before, on Sunday and said he's in the area and asked if he could deliver. We agreed on a time and I stayed in and the delivery arrived three hours later than the agreed time. The driver only had the covers, no cushions. He had no idea there were cushions to be delivered too. He took the covers back with him saying that it is an incomplete delivery and asked me to contact IKEA again.

So next day, Monday, I contacted IKEA again by phone. I re-iterated the story with my original delivery and my second delivery. I repeated I need the correct back rest cushions and their covers. In turn I would provide the delivery driver the incorrect cushions and the covers I had for those cushions.

Since the orders are from stores, they were not able to give me a a morning or evening slot. This means excusing myself from the manager to work from home and staying in until 10pm. The date I was able to stay at home to receive the next delivery was today (25th November).

In between Delivery 2 and Delivery 3 I received a parcel from IKEA via Parcel Force - the back rest cushions! I had no knowledge of these being sent to me. I started receiving missed delivery notes from Parcel Force and made a special trip to their depot to collect the parcel and realised these were the cushions.

The WHITE cushions were wrapped in brown paper and torn in the corners. I did not open the parcel and waited patiently for the Nov 25th delivery

Delivery 3
On 25 Monday the delivery arrived. Again the driver only had the covers. I immediately opened the Parcel Force package and realised that cushions were soiled there were blackish marks mainly on the corners. Driver was helpless of course. He left the covers for me and asked me to speak to IKEA again and went his way.

So began another call, repetition of the same story, requesting the same items and now my delivery is booked for Monday, 2 Dec
This time I cannot afford to work from home which means I have to show my face in the office and when IKEA driver calls to give me a vague time I have to drop everything and rush back on the dual carriage to be at home to receive the delivery.

It has now been 1.5months since I received my original order and I still do not have a sofa I can use properly. On top of this expenses in time and money are adding up with calls to IKEA (including waiting for 15 minutes at a time on the phone), disruption to my work and the stress of having to deal with this fiasco amongst everything else because IKEA cannot get a delivery correct not once, twice but three times in a row.

Has anyone experienced anything similar or worse with IKEA?

wealdroam

Pat26 wrote: »

Has anyone experienced anything similar or worse with IKEA?

No, sorry, never experienced anything like that.

Why not follow the suggestions give in the Failed Delivery article linked to from the first post in this thread?

To save you searching for it, here's the link again:

http://www.moneysavingexpert.com/shopping/delivery-rights