Item not received in time

emh_2

Hi

Hope someone can help.
I ordered some items from Crocs website on 11th January, expecting them to arrive within 10 days.

After 14 days of hearing nothing I looked at the order status online to see that it hadn't even been processed, yet the company does not allow you to cancel once you order has been made.

On the 26th Jan, I received a notification saying my parcel has been shipped, which frankly was too late. After calling them, their only advice was to refuse delivery.

Unfortunately, the items arrived whilst I was out on 31st and my very kind neighbour thought he was doing me a favour by accepting delivery of the parcel!

Crocs will not repay cost of postage back to the Netherlands (its a very large box), and that is the end of it as far as they are concerned, stating I shouldn't have accepted delivery.

I recognise that items should arrive within a reasonable time and they failed to do this. They admitted to me they had a glitch in the ordering system which meant a lot of orders went missing for a while(including mine). Do I have any come back because my neighbour accepted a delivery (without my authorisation)? The delivery company (Home Delivery Network) weren't interested, they just said talk to your supplier!

any thoughts will be greatly appreciated

Hintza

You've got them, they have admited there was a problem so why not cuss a bit and just leave it.

Otherwise just send it back an ask for your refund. Not sure where you stand re Netherlands and DSR but even then you might still be liable for cost of return.

Why are they too late?

maninthestreet

So what was it that you ordered that is now no use to you due to the delay??

emh_2

maninthestreet wrote: »

So what was it that you ordered that is now no use to you due to the delay??

I needed a pair of warm winter boots - and they had some nice ones that fit the bill, unforunately after 2 weeks I needed to look elsewhere, and I couldn't guarantee I was ever going to get the ones from Crocs. Granted if I was buying some summer shoes, there would have been no rush!

Hintza

Sheesh I have a pair of hunting boots I bought in Italy awaiting the demise of my current pair of boots.

An extra pair will always be used at some point.

emh_2

Hintza wrote: »

Sheesh I have a pair of hunting boots I bought in Italy awaiting the demise of my current pair of boots.

An extra pair will always be used at some point.

That very much depends on if you can afford to have extra pairs lying around waiting the demise of a current pair.


Irrespective of this, they failed to deliver within their specified time frame, and couldn't even be bothered to tell me about the delay.

wealdroam

OP, problems are always more difficult to resolve when buying from abroad.

I guess the price was better, or you would've bought from a UK supplier.

Perhaps you need to investigate the Dutch equivalent of our Distance Selling Regulations.

Should be pretty much the same as the UK DSRs, but enforcement of them may be trickier.

Hintza

What are you actually wanting OP?

Hintza

You will be refunded the original delivery costs but you are to meet the cost of direct return postage to Crocs, unless the product is faulty.

OP so you have three choices, send the boots back at your own expense and claim your refund, keep the boots and/or wrte to them exprssing your dismay etc etc and hope for a goodwill voucher.

neilmcl

emh wrote: »

Irrespective of this, they failed to deliver within their specified time frame, and couldn't even be bothered to tell me about the delay.

Really? Can you point us to where they guarantee your goods will be delivered within a specified time?

emh_2

In answer to all your questions:

I bought directly from what I understood to be Croc's UK website (.co.uk), in sterling. Only after receiving confirmation of order do I realise they are Crocs.eu. So is this a UK sale or not? Amazon have a UK and a US website but my contract is always with the UK site.

I am only asking for them to pay the cost of returning the items (which won't be cheap as they are huge, heavy and dispatched from the Netherlands).

I am well aware of their returns policy, had they arrived in time I wouldn't have needed to return them.

I was led to believe my products would arrive in 10 working days as stated in my order confirmation:

Dear customer,
Thank you for placing your order at Crocs.co.uk.
The order is now being processed and cannot be modified or cancelled.
If you have any enquiries, please contact Customer Service:
Email: websales_uk@crocs.eu
Opening times: Monday - Friday 8:30AM - 5:30PM CET
Please note, your invoice will be sent to you via email.
You can expect your delivery within 10 working days.
If you need to return the products please refer to the link: http://www.crocs.co.uk/customer-service/cs-landing,en_GB,pg.html.
Please enter your Weborder number and last name in the field on the right side of the page.
Note: as of October 1st 2010 we can only process RMA requests which are entered via the above mentioned instructions!
Kind regards,
Crocs websales Europe
Order Placed: 11/01/2012


Is this some kind of test?! :huh:

Am I being unreasonable in expecting them to cover costs??
or should I be chasing this with the courier company who shouldn't have left the parcel with my neighbour without my consent?