iRobot Roomba - parcel missing, they won't help

song_of_calliope

I ordered a Roomba from iRobot over a week ago. For those that haven't heard of such a thing, it's a small robot hoover that will hoover the house for you when you're not home. They're expensive (£200+) and I only ordered it because my partner suffers from severe asthma due to dust and pet hair, and I don't want to have to get rid of the cat. I wouldn't normally spend so much but I decided to splash out on this Roomba.

Anyway, my Roomba hasn't arrived and I'm getting worried. I contacted iRobot and they told me it's between me and DHL, not their problem!!!

I am flabbergasted. I purchased this from iRobot so surely my contract is with them and not DHL???

I did contact DHL and they said they passed it on to a third party courier and are waiting to hear back from the third party.

I'm really hoping to receive the Roomba soon but if I don't what do I do? I can't believe iRobot is just wanting to wash their hands of their responsibility to get my item to me. Are they correct to do this and what are my legal rights?

Many thanks for any help.

Valli

Yes your contract is with the supplier. It is their responsibility to get it to you. Often, however the supplier provides tracking data so you can 'see' where your parcel is. If, however, DHL 'lose' the parcel then the responsibility for replacement or refund is with the supplier. A week may be a bit soon to start panicing but that depends what delivery timescale you were given when you ordered.

Did you pay by credit card by any chance?

just off to get a linky

there

song_of_calliope

Thanks for the reply, Valli. I paid by Visa Debit and the money has come out of my account already.

Valli

aww bother - had you paid by cc you could have done a chargeback. (I think it's called that)

Anyway check the link in my first post please

CiderBoy

Their terms & conditions clearly state that they're covered by English law so it's clearly their responsibility to have it delivered to you.

They are the ones who entered into a further contract with DHL to deliver it so it's up to them to chase what has happened to the parcel.

pimento

And tell them their grammar is awful.

SnowTiger

Valli wrote: »

aww bother - had you paid by cc you could have done a chargeback. (I think it's called that)

Visa debit cards are also covered by Visa's Chargeback scheme. :j

Very poor response from iRobot though.

wealdroam

As others have said, it is the seller's responsibility to get the thing to you.
There are other avenues you might explore though.


I assume you purchased online.
If so, the Distance Selling Regulations allow you to cancel the order at anytime up until seven working days after delivery.
As the thing hasn't been delivered yet, you could cancel the order and get a refund of all monies paid.
Have a look at The OFT's Guide to the DSRs for further detail.

Also, you might like to consider the VISA Debit Card chargeback scheme.
There is some info on that at the bottom of MSE's Section 75 Refunds article.

Having said all that, you might well want to wait a bit longer before doing anything.

Valli

*facepalm* forgot (again) that Visa debit can also do chargeback! Sorry!

Anyway, as others have said, it's a tad too soon BUT you have had the heads-up that the supplier is one to be wary of, from their reply to you...which, TBH, sets the alarm bells ringing.

song_of_calliope

Thanks, all. DHL said they have now heard back from the third party courier and apparently the courier tried to deliver last week but couldn't find our house?! So they're going to deliver it tomorrow.

I don't trust the courier to leave it in the garage at this point because what if they've lost the parcel but are just claiming they will deliver it tomorrow? I've left a note on the door stating that if they need a signature for the item the neighbour will sign as they'll be in and we won't.

Anyway, I now know that if the item doesn't turn up I have a right to a refund from iRobot. I find their treatment of me and their refusal to comply with the law shocking and will be sending a strongly worded email to them expressing my dissatisfaction with their service.

iMayne

It's a shame they said that. That's bad for business. You should have a tracking number in the first place. I assume DHL now uses Yodel. I hope you receive it.