Littlewoods delivery

MissySJ

Two weeks ago I order an iPad worth £599 from Littlewoods. I was told (through SMS) that it would be delivered on a Wednesday. Tuesday night I come home and I see a parcel note from Yodel stating 'lift by bin'. Which is one of the most unsecured area to place a bright orange bag with an iPad in. So I go to look by the bin and the item is not there!!
The next day I call Littlewoods to inform them to which they say that the item has been signed for. Unless there is someone living in my house I'm unaware of, this could not happen, also the fact that I have a delivery note as well. They said that they would speak to the delivery company I get back to me. They didn't!
So I called the next day and was told that it may take a few weeks as they have to interview the driver etc. I was insured that they were going to 'freeze' the payment while it was under investigation so I order another one (which I picked up).
Two weeks and my statement comes through in which I have to pay for two iPads! I call them and they insist the only thing I can do is put it on a 'buy now pay later' so it doesn't come up on my statement!
What are my rights here as they have messed up every step of the way and I refuse to pay for something that I do not have let alone put it on a 'buy now pay later'??!!
Thanks

somethingcorporate

You can cancel the undelivered one under the distance selling regulations (DSRs) up until 7 working days starting the day after delivery.

Have a look at the FAQ for the guide to DSRs. They may dispute it has been delivered so you may need to do a LBA (letter before action) threatening court and then actually take them to small claims to get your money back. But start with the simple stuff.

If you do not have 2 iPads there is no outcome (aside from you giving up) that will mean you should pay for 2 iPads.

Do everything in writing (letters), keep copies and send them recorded delivery so you have proof when (if) it gets to small claims.

InsideInsurance

So you are going to sue them for them asking for money? That makes sense??

Despite Yodel and Littlewoods both being the same company their processes are exceptionally slow. Do what they say, allow them to delay payment on the AWOL iPad and just keep on their case to ensure they complete their investigations in a timely manor.

mattyprice4004

Whats the point of the poll?

It really makes no sense.

Mindless_Clone

InsideInsurance wrote: »

So you are going to sue them for them asking for money?

No the previous poster was suggesting suing them to get the money back that was paid for the Ipad that didn't turn up. However as OP hasn't actually paid it yet, that's not an issue at this stage.

mattyprice4004 wrote: »

Whats the point of the poll?

It really makes no sense.

OP is a newbie so I guess it's just a fluff on their part.

OP, so long as there's no additional costs to you for putting it on buy now pay later, that seems the best option while they sort this out. But keep on to them and push for cancellation under the DSRs. Since it's not been delivered, there's no reason why they should not just strike it off your bill. As to what's happened to it, well that's between them and Yodel, since the contract you have is with Littlewoods, and the contract they have is with Yodel. Once you cancel, there's absolutely no reason why you should be part of the equation at all... unless the ipad actually does ever turn up and then, I assume you could probably just refuse delivery and ask for it to be sent back.

InsideInsurance

Mindless_Clone wrote: »

Since it's not been delivered, there's no reason why they should not just strike it off your bill. As to what's happened to it, well that's between them and Yodel, since the contract you have is with Littlewoods, and the contract they have is with Yodel. Once you cancel, there's absolutely no reason why you should be part of the equation at all... unless the ipad actually does ever turn up and then, I assume you could probably just refuse delivery and ask for it to be sent back.

This evidently is the problem because they are claiming it has been delivered so the OP is part of the overall picture and not just between the two different departments of Shop Direct Home Shopping Group

The fact they have given a card that says one thing (left in bin) but their system is saying another (signed for) obviously to some degree helps the OP - clearly the driver has entered different information into different places which never helps their case.

Evidently if a "signature" has been obtained then that and the signers name etc needs to be investigated along with why the card was left with different information on it. This may well involve the OP having to give a statement or pass comment on the signature etc

MissySJ

Thanks Mindless Clone.
What I was trying to say is the iPad they left by the bin was not there, and wanted to know why I had to pay!?
Thanks

mattyprice4004

Fair enough.

Well it's their job to prove you received the item, it's not your fault if they left it somewhere daft and it got nicked.

A couple of strongly worded letters and the threat of court action (they would lose given that they can't prove where the item is) would probably secure you a refund.

They're probably just cautious as it's such a high value item - they can't just let half a grand fall off the shelf without a proper papertrail / investigation.

InsideInsurance

mattyprice4004 wrote: »

A couple of strongly worded letters and the threat of court action (they would lose given that they can't prove where the item is) would probably secure you a refund..

Again, the OP hasnt paid for the item and so cannot issue court proceedings.

You would refuse to pay for the item and allow them to issue proceedings against you with the defence that it was never received

visidigi

InsideInsurance wrote: »

Despite Yodel and Littlewoods both being the same company

They are not, they separated in May 2008

Mindless_Clone

InsideInsurance wrote: »

Evidently if a "signature" has been obtained then that and the signers name etc needs to be investigated along with why the card was left with different information on it. This may well involve the OP having to give a statement or pass comment on the signature etc

Yes, probably, but by conducting the investigation in the first place, that implies that they believe the OP hasn't received the item so really, there's no reason to delay removing the item from the order.

But you make an excellent point and the OP should cooperate fully with any and all investigations into the matter. Just don't let them take the original parcel left card.
Just out of interest OP, have you asked your neighbours if anyone saw a delivery driver attempt delivery or leave the item there?

If it comes to it and they drag their heels - or you feel it's not being investigated properly, tell them you are going to report the theft of your item to the police and see how quickly they want to resolve it themselves then.

MissySJ wrote: »

Thanks Mindless Clone.
What I was trying to say is the iPad they left by the bin was not there, and wanted to know why I had to pay!?
Thanks

All the while it's sitting on your account frozen - and so long as there's no additional interest or costs to you while it is, then cooperate fully with their investigation and don't worry too much. Just so long as they don't drag it out too long. It should take a matter of a few weeks to establish you are being truthful and therefore no reason to hold the amount over you on you account.

mattyprice4004 wrote: »

They're probably just cautious as it's such a high value item - they can't just let half a grand fall off the shelf without a proper papertrail / investigation.

Absolutely, it would be remiss of any retailer not to investigate fully when items like this go missing. Then again, it's remiss of any retailer to use a shoddy outfit like Yodel to deliver such expensive goods!