Comet direct fail express delivery

wellice · 9 December 2011 at 6:26PM

"My father made an order to buy a whirlpool freezer on the comet direct ebay store on the 15th of november and paid extra for express delivery because the freezer in our store had broken. That was the reason we paid extra money to get the freezer quickly as we didn't want all of our food to go off. We had a phone call on the 16th to say that the freezer would not be express delivered and we would receive it on sat 19th. This was already not what we want as the food would not keep well at all without a freezer for 4 days but we waited for the delivery. We then heard nothing for the whole of saturday, did not get the item or even a phone call. On Sunday I rung up and was on the phone to several different advisors for about an hour. I was hung up on and told there the order did not exist and could not be found and that the problem would be looked at on Monday as there were no supervisors available.

In the end we did not receive the freezer until 10 days after the ordering of it. I think the service that we have received is extremely poor and all of our food has since been binned as they had gone rancid. We would very much like to be compensated for our lost."

This is the e-mail that I send to explain the situation. I finally got a phone call last wednesday saying that the case is being looked at and I would hear back on friday. They finally rung back yesterday and said that the food would have spoiled anyway and offered us a £25 gift card. However the amount that we have lost is so much more than that and it was all their fault. Should we fight it? I'm not sure how to respond. Please help.

arcon5 · 9 December 2011 at 6:45PM

When they told you on day 1 that express delivery was no longer available you could have rejected this, gone elsewhere and therefore (assuming you could get one quickly) not allowed the food to go to waste by day 4 (which you say it would not keep for 4 days without a freezer) -- but you accepted the new terms and even if the freezer had been delivered on the 4th day the food would have been ruined.