Question re promised delivery date please

nessa1422

My mother sent off by post for an item from the Bradford Exchange at the end of November. Christmas delivery was guaranteed.
Nothing had been received by the 15th December, so I emailed and got a reply that said :' After further investigation we find that due to an administration error your order was not processed.'
A phone number was given to re-order so we did so and were promised delivery before Christmas.

Needless to say nothing turned up, so I emailed again on the 29th December, and the reply received said : 'You have our assurance the item has been despatched however due to stocktaking at our Warehouse would appreciate allowing until mid/late January for delivery'.

This just seems unacceptable to me, but mum still wants the item so does not want a refund, but it seems wrong that this company can make and break promises so easily, without offering some kind of recompense.
Might it be worth my asking for a refund of delivery costs at least does anyone think? I feel they should be liable for something.

Thanks,

munchpot

I think the main point to remember is that your mum still wants the item so there's no real loss. You could ask them to refund the delivery charges, but they wouldn't be under any obligation to.

The only other way would be to demand a total refund for their failure to complete the order as agreed and then re-order, but that would leave you in the same place as you are now

nessa1422

Thank you. Yes, no real answer to this one I guess. Just seems such poor service and pathetic excuses.

May email again to make myself feel better!!

arcon5

nessa1422 wrote: »

Needless to say nothing turned up, so I emailed again on the 29th December, and the reply received said : 'You have our assurance the item has been despatched however due to stocktaking at our Warehouse would appreciate allowing until mid/late January for delivery'.

I don't understand this, if the item has already been dispatched, how will their stocktaking affect the time in transit? So has it been dispatched or not?

If I was you'd i'd be considering seeking a refund.

nessa1422 wrote: »

Might it be worth my asking for a refund of delivery costs at least does anyone think? I feel they should be liable for something.

Thanks,

If they do actually deliver the goods then absolutely. The worst they can do is say no.

nessa1422

Thanks, yes I thought that stocktaking was an interesting excuse!

Won't be buying from them again though.

arcon5

How did you pay?

As it seems this transaction is dragging out majorly, make sure you don't pass the 120 day time limit on issuing a chargeback to get a refund via the card company.

nessa1422

Hadn't thought of that - thanks.

Have emailed again this evening saying 'explanations' are not acceptable and asking for refund of delivery costs, so we'll see.

nessa1422

Just to let those who helped me out know that Bradford are refunding the £6.99 delivery charge as a 'gesture of goodwill'.
Bless!

Thanks for your advice.