Non delivery of goods

ac1536

Hi there,

Really hope someone can give me some advice in terms of my rights, as I am at a loss as to where to go from here.

I ordered goods from PC World last Friday and paid for a named delivery day of Thursday 16th. Received a confirmation on the Wednesday from PC World confirming goods were with the courier (Yodel) and providing me with a tracking number. By tea time Thursday no delivery so my husband called Yodel just to confirm that the goods were going to be delivered that day. Yodel couldn't tell us where the goods were. The tracking info hadn't been updated since the day before, and basically told us nothing. They said they couldn't contact the depot, couldn't contact the driver, and the goods would 'probably' be delivered the next day.

Called PC World who stated this was an all too common occurrence with Yodel and they are in fact getting rid of them as a courier at the end of the month. They were also told by Yodel the goods would be delivered Friday. Checked the tracking info yesterday morning, again hadn't been updated, so hubby called Yodel to be told the goods had gone to the wrong depot and wouldn't now be delivered til Monday. No one is going to be in for delivery next week, hence why we paid for a specified day, so decided to call PC World and ask for a refund. PC World say they won't issue a refund til the goods are returned to them by the courier, which at this rate, we are probably looking at around the twelfth of never. Hubby then found the direct email address for Yodel's company director, and emailed a complaint. The company director then presumably passed this to a depot manager, as had an email from them stating the goods would be delivered this morning as a priority. However, the tracking info hasn't been updated since 12.27 yesterday, stating the goods are 'in transit' so it's not looking like they will arrive today either.

I just want to check my rights here. Given Yodel's track record, I wouldn't be surprised if PC World never receive the goods back from them, given the propensity for goods going missing, or being 'delivered' and signed for when they haven't been. Is it correct that they can refuse to refund me, given that my contract is with them and not Yodel? Surely it's not up to me to chase Yodel to try and get the goods returnd to PC World? I would have thought that as the goods were ordered and paid for over a week ago, and I still don't have them, that PC World hadn't fulfilled their side of the contract?

I would appreciate if someone could advise me of my consumer rights as I feel I am banging my head off a brick wall at the moment. Yodel customer service are totally disinterested and useless, and PC World are digging their heels in. Twice I have been promised a call back from a PC World manager, which hasn't happened. Don't really know where to go from here. I just want my money back so I can purchase the goods elsewhere.

bris

You can cancel the contract under DSR, but the problem is they are allowed up to 30 days to refund you. The whereabouts of the goods are not your concern, pc world will know you don't need to be in possession of them to cancel. Just email pc world cancelling under DSR and refuse the delivery, this is assuming everything was done online and nothing is personalised.

Bronic

I ordered and ipad2 from Littlewoods catalogue about six weeks ago; a delivery date was arranged, the arranged date came and went but I did not receive the item, I called Littlewoods who informed me that the ipad HAD been delivered and that it had actually been delivered the day before the pre-arranged date and that the package had been signed for, both myself and my partner were at home on the day Littlewoods claim the ipad had been delivered and I can categorically confirm that neither of us signed for any parcel and no delivery man came to our home, Littlewoods said they would investigate and get back to me, after two weeks I had not heard anything from them so called them back and was informed that as far as they were concerned the item had been delivered to us and that the price of the item had been added to my account (the delivery company used was Yodel) and that if I wanted to query that fact I would need to provide them with copies of my own and my partners signatures; which I did, after another week I called to enquire if the situation had been resolved but was told that the signatures had not yet been received; which I found strange as I had sent them that day after they were requested by recorded delivery, so I waited another week and called again and was then told that the matter was still being investigated, I called Littlewoods again yesterday to find out what was going on (please note that every time I have contacted Littlewoods they have assured me that they will call me back ;yet they never do and I have always had to call them back myself) and was told that they had finished their investigation and had received the signatures; and that one of them matched what Yodel have on record as being taken at the time of delivery!!! I am absolutely flabbergasted I most definitely did not receive this item let alone sign for it and feel as if I am being accused of trying to pull a fast one;I am point blank refusing to pay for an item which I do not have in my possession; but obviously Littlewoods say if I don’t pay then they will endeavour to retrieve the money via bailiffs and court action.
Please can someone advise me as to what I should do next as I am at my wits end.

Littlewoods

Bronic wrote: »

I ordered and ipad2 from Littlewoods catalogue about six weeks ago; a delivery date was arranged, the arranged date came and went but I did not receive the item, I called Littlewoods who informed me that the ipad HAD been delivered and that it had actually been delivered the day before the pre-arranged date and that the package had been signed for, both myself and my partner were at home on the day Littlewoods claim the ipad had been delivered and I can categorically confirm that neither of us signed for any parcel and no delivery man came to our home, Littlewoods said they would investigate and get back to me, after two weeks I had not heard anything from them so called them back and was informed that as far as they were concerned the item had been delivered to us and that the price of the item had been added to my account (the delivery company used was Yodel) and that if I wanted to query that fact I would need to provide them with copies of my own and my partners signatures; which I did, after another week I called to enquire if the situation had been resolved but was told that the signatures had not yet been received; which I found strange as I had sent them that day after they were requested by recorded delivery, so I waited another week and called again and was then told that the matter was still being investigated, I called Littlewoods again yesterday to find out what was going on (please note that every time I have contacted Littlewoods they have assured me that they will call me back ;yet they never do and I have always had to call them back myself) and was told that they had finished their investigation and had received the signatures; and that one of them matched what Yodel have on record as being taken at the time of delivery!!! I am absolutely flabbergasted I most definitely did not receive this item let alone sign for it and feel as if I am being accused of trying to pull a fast one;I am point blank refusing to pay for an item which I do not have in my possession; but obviously Littlewoods say if I don’t pay then they will endeavour to retrieve the money via bailiffs and court action.
Please can someone advise me as to what I should do next as I am at my wits end.

Hi Bronic,

We are very sorry to hear that you have not received your parcel. Your query sounds like it was passed over to our Track & Trace team who would have investigated this with our couriers. We can look into this for you and confirm the information if you could email us at [EMAIL="Help@Littlewoods.co.uk"]Help@Littlewoods.co.uk[/EMAIL].

Many Thanks

Dave
Littlewoods Help Team

MothballsWallet

I need to go OT here - there seem to be a lot of the officially-approved company reps on MSE who ask people to email their details to the company to let them try and resolve the issue.

Can I just put it out there that email isn't the most secure or reliable method to send such details?

Sorry, but it just gets a little under my fingernails these days, what with all these scammers getting hold of our details, I wonder if they're using some dodgy mate in internet companies where emails pass through to copy the details for them.

Valli

MothballsWallet wrote: »

I need to go OT here - there seem to be a lot of the officially-approved company reps on MSE who ask people to email their details to the company to let them try and resolve the issue.

Can I just put it out there that email isn't the most secure or reliable method to send such details?

Sorry, but it just gets a little under my fingernails these days, what with all these scammers getting hold of our details, I wonder if they're using some dodgy mate in internet companies where emails pass through to copy the details for them.

Quite MBW...

I mean it's not as if the customer hasn't already complained to Littlewoods about non-delivery, is it?

They must get 'special' treatment once they have complained on line;)

CoolHotCold

Send a email off to LetUsKnow@KnowHow.com with your Order ID (top left/right of any invoice) and your name and address.


Explain your problems and set out what you expect.


Also, as far as details through email go, yes it's not the most secure system, but what can the person gain from the above details? Email is convenient and fast, you have to trust something in the line somewhere, be it phoning up, email or talking face to face.

malchish

It is a pity you sent your signatures... you should have requested littlewoods to provide to you the copies of the signatures they held first.

Dr_Cuckoo3

Bronic wrote: »

I am point blank refusing to pay for an item which I do not have in my possession; but obviously Littlewoods say if I don’t pay then they will endeavour to retrieve the money via bailiffs and court action.
Please can someone advise me as to what I should do next as I am at my wits end.

If you don't pay then Littlewoods will record adverse data on your credit reference file as soon as the first installment is missed

Littlewoods are subject to the Financial Ombudsman Scheme (I wonder why the Reps never seen to mention this ?)

Bronic

Thank you for all your replys, they are very helpful.

I did request a copy of the signature but never received it :mad:

Many thanks Dave I do believe that it was the track and trace team that were investigating this matter however I have written a complaint which i will send to littlewoods via the on-line complaints procedure just to ensure the security of my details.:o

Littlewoods

Bronic wrote: »

Thank you for all your replys, they are very helpful.

I did request a copy of the signature but never received it :mad:

Many thanks Dave I do believe that it was the track and trace team that were investigating this matter however I have written a complaint which i will send to littlewoods via the on-line complaints procedure just to ensure the security of my details.:o

Hi Bronic,

If you would like to forward your complaint to the email address we provided before ([EMAIL="Help@Littlewoods.co.uk"]Help@Littlewoods.co.uk[/EMAIL]) then we would be happy to look into this for you.

To reassure you about the security of your details all you would need to do is message us from the email address that is stored on your account. We can then access your account and help from there. You would not have to provide us with any other information such as your account number, date of birth or address. We would not provide any account information to an email address that is not stored on the account.

Hope this helps

Dave
Littlewoods Help Team