Delivery rights discussion

snowy8

Hello, first time poster here.

I've signed up in order to share my experiences of Gap online. Gap themselves don't appear willing or able to put things right.

I placed two orders with them to the value of £240, one on 19th May and the other at the beginning of June. When the first order didn't arrive by the stated date I contacted customer services by e-mail. They said Yodel had tried to deliver 3 times and left cards but no cards were left and there was no evidence of delivery. The second parcel had also been attempted twice but again no cards were left. Gap said I could have the first parcel delivered again so I phoned the Yodel automated line and arranged for both parcels to be delivered on Saturday. A card was put through the door on Friday!

The driver left his mobile number and sent me a text. He hadn't been told about delivery arrangements and no more deliveries would be attempted. I couldn't get through on the Yodel number on Friday and tried Gap chat. The person there spent 20 minutes "chatting" before she said she couldn't help with a UK delivery, which she'd said she could do at the beginning. I then phoned Gap customer services in America. The girl I spoke to said I'd get a call back from a supervisor within 4 hours. No call was made. I phoned again on Saturday morning, was put on hold for 20 minutes then the line went dead. Phoned back a third time, spoke to a supervisor who assured me delivery would be made today (Tuesday). She said she would phone on Monday to confirm an approximate time. I told her I'd be taking time off to wait in. I got a message at 2.50pm yesterday saying the parcel would be delivered yesterday instead. Phoned America again when I got in at 6, was told delivery would be made until 9pm last night and she would phone back to confirm. She didn't phone back, no delivery was made and the parcel wasn't even showing up as out for delivery on Yodel tracking. She said the parcel ordered in May was never scheduled for delivery and its now gone back to Gap. Apparently she has asked for it to be sent back to me again.

In all I've sent 10 e-mails to Gap and made 4 calls. I've told them I've been a regular customer for more than 15 years and I am extremely disappointed but they've responded with cut and paste messages. This isn't ideal if your customers are human beings!

Gap offered me a 30% discount on both orders but don't seem to care when I tell them they've lost a loyal customer. The easiest solution for them is to have the parcels go back and then refund me. This seems to be the path they're going down.

Gap, I can't tell you how disappointed I am. Most of my wardrobe is Gap. I even shopped with you when I lived abroad. But you don't care about my custom one bit.

snowy8

Update - I waited in until 4.30pm yesterday. Gap phoned at 6.10pm saying delivery had been attempted by Yodel. I simply don't believe this is the case. they say that both orders will now be going back to them and won't be re-delivered. All they are offering me for my time is a 20% discount off my next order and I have already told them I won't be ordering from them again.

Bythebeach

Hi, I wonder if anybody out there can offer me some advice? We booed a collection/ delivery service with Yodel through the Parcel2go website for next day collection between 8 am and 7 pm. To cut a very long story short Yodel failed to collect my parcel on 2 occasions arriving at 4.30 pm on the 3rd day. My dispute is with Parcel2go and they are saying that as a collection is not guaranteed in their small print all they can offer me is £7 credit. After waiting in for 3 days and numerous hours on a 0844 phone line is this acceptable? What rights do I have? Any advice gratefully received.

snowy8

Another update - I posted exactly the same information as above to Gap's facebook page but Gap have deleted it and didn't reply. It seems they don't like honest feedback. I collected the parcel myself from Yodel yesterday, after Gap telling me this wouldn't be possible and it was going back to them. I saw that someone had scored out my postcode on the label and written a completely different one. If the driver has been using this postcode on his satnav it explains why I didn't get the parcels. Gap were meant to be checking they had the right address last week but it seems they didn't do so.

Gap told me the first parcel was sent back to them and it couldn't be redelivered because the items weren't in stock any more. I've looked on their website and 3 of them are in stock. I asked them on Tuesday why I was told this but haven't received a reply. It seems they can't be bothered with me any more.

PAtrainer

I am unsure if I am posting this in the correct forum, but please bare with me.

On the 6th May, I bought from Interparcel a pre 9am delivery. They kindly collected my parcel from me on the 7th May with delivery being pre 9am on the 8th May via Citylink.

On the morning of the 8th May, my trainer started her training course without any of the material to hand at 9am. Then started the constant phoning. I phoned Interparcel no less then 13 times to find out where my parcel was. The tracker, stated it was still at the depot but Interparcel didn't know where it was located. I managed to get hold of a lovely lad at Citylink who told me that they had had a tracking problem and so they were looking for my parcel. In the meantime, due to the training course taking place at a conference unit, I told Interparcel that if the parcel wasn't delivered before 4pm, that they should return the parcel to me directly.

My parcel was then delivered to the venue on the 12th May pre 9am. When I phoned Interparcel to ask by it had been delivered, even though my request was for it to be returned, they couldn't give me an proper answer and they then stated that I would have to pay them to return the parcel. As you can expect, I used another courier to do that.

I have subsequently written to the company stating the above and giving them a breakdown of what costs we had incurred as a result. Unfortunately, their reply was:
"Thank you for writing to my Director, who has seen your letter and passed to myself for a response.

I am very sorry for the delay to your parcel, and of course for any consequential losses this may have caused.

Unfortunately we do not consider claims for consequential loss, and as the service chosen does not have a money back guarantee I am unable to offer a refund.

As a gesture of goodwill I would like to offer up to £10 off your next 2 orders. Please reply to this email with your new order number/s and we will process a refund as soon as possible"

I wrote back stating this wasn't acceptable as on their website, it states that they would give a full refund if my consignment was sent on a guaranteed service and it wasn't delivered on time.

They reply stating:
"As per my previous response, as the service chosen does not have a money back guarantee I am unable to offer a refund. Therefore as per the screen print this is not valid as the service chosen was a “non-guaranteed” service."

I am stumped. I thought a pre 9am service was guaranteed? Could anyone advise on where I should go to from here as I am very unhappy with the results to date and feel as though the compensation of basic costs incurred is the least they could do?

Many thanks in advance.

jelv

From their T&C's

8.1 Delivery dates and times are not guaranteed unless you have selected a Guaranteed Delivery Service. A Guaranteed Delivery Service offers a money back guarantee if delivery is not attempted at the date and time specified (so long as the reason for delay has not been a customs query, because the delivery is to a remote area as described in section 9, incorrect information having been supplied or a delivery failure because the receiver cannot take delivery). Non-guaranteed delivery services do not have this guarantee.

and

15.1 Any item that is sent to or collected from a Guaranteed area on a Guaranteed collection or delivery service will be refunded in full if the guarantee fails as long as we are informed within 14 days.

Diamondhusband

Sorry for this long post!

We own a touring caravan which was recalled to factory by Swift for remedial works due to a failure with an adhesive used in manufacture. The caravan was returned to us just in time for our summer holiday. While away we discovered that the fridge had not been refitted correctly and due to being unsecured and then transported the fridge had developed a fault which left it unusable. Swift apologised and asked us to locate an approved repairer locally and they would supply the part and cover all costs. There were delays in locating the part required and we were rapidly approaching our mid term break. Following many calls to Swift by my husband and myself we were 1 day away from going away when Swift said they'd located the part and were posting it by Royal Mail Guaranteed Next Day by 9am. I did at this point say that if the part did not arrive we would have to buy an electric cool box to see us through the holiday and I'd expect Swift to pay for this.

The part did not arrive.

I bought an electric cool box from Halfords for £72.00 on the Saturday- one hour before we left for our holiday. I telephoned Swift first thing on Monday morning from our holiday location to advise them of what had happened and that I expected them to reimburse me for the cost of the cool box. I was asked to forward a copy of the receipt for them to look into this. I did this.

On our return home a week later we found a card saying the parcel was at our loal delivery office. Delivery had been attempted on the Monday.

I have had an email today from Swift to say that they are unable to reimburse me but they have asked Royal Mail to look at reimbursing me.

I would have thought that Swift would be reponsible for my reimbursement and then they should pursue Royal Mail for their own compensation.

Who is responsible for my out of pocket expenses?

cdonog11

Asda failed to deliver the groceries I ordered online which they verified recieving by emailing me a delivery slot and as I struggled with their customer service I missed my work. I was furious.
I sent an email claiming consequential damages as advised on this site. I just got a message on my voicemail this morning from their customer service department saying I don't have a contract with them as I haven't signed for anything. Can anyone advise my next move please?:mad:

jhoughton91

Hi, I had a late delivery from o2. I have followed the advice and sent a letter complaining and requesting compensation. My total claim for compensation was £247. The letter I had back from o2 simply said they will credit my account £18 (to amount of my bill).

Would anyone recommend negotiating for nearer my original claim?

Thank you in advance for your help :xmassign:

J

tomtontom

jhoughton91 wrote: »

Hi, I had a late delivery from o2. I have followed the advice and sent a letter complaining and requesting compensation. My total claim for compensation was £247. The letter I had back from o2 simply said they will credit my account £18 (to amount of my bill).

Would anyone recommend negotiating for nearer my original claim?

Thank you in advance for your help :xmassign:

J

How have you reached the £247 figure?