Paid for next day delivery - item arrived 9 days later

olias

Hi,

as per title. I bought an item (BIN) on 27th Dec. I needed it urgently and so chose to use this seller as they offered a 24hr express delivery service for a premium (£3.99). I paid immediately (including the extra £3.99 for express delivery). The item was marked as dispatched that same day and I recieved an email stating it was shipped on the 28th Dec. The item should have arrived the next day which is a Saturday, as the seller uses Yodel, who deliver on Saturdays.

I then recieved an email from the seller, stating they could not guarentee next day delivery due to 'christmas shutdown'. I tried to clarify by ringing them, but answerphone just said they were closed for christmas.

The item failed to arrive either on Sat 29th, Mon 31st, Weds 2nd or Thurs 3rd. An attempt was made to deliver on Fri 4th, but I was out, so I eventually recieved it on Sat 5th Jan. Too late for my needs.

The parcel was date stamped 28th Dec (?) I have emailed the seller requesting a refund of the extra postage, and a partial refund as a gesture, but they won't reply.

What should I do now? None of the subjects in the resolution centre apply as I actually recieved the item - just not the service I had paid for.

Incidentally, seller has 100000+ feedback so I would have expected a better service.

Olias

the_lunatic_is_in_my_head

Best to call them (most business sellers display their phone number towards the bottom of each listing under the Business Seller Information, if not you can request via eBay: http://www.ebay.co.uk/sch/ebayadvsearch?_sofindtype=9)

I'd say you were entitled to the extra back for the next day service charge, a part refund on the goods would only be good will but, assuming eligible, you'd be entitled to cancel under the distance selling regulations and return for a full refund of your original payment (including all shipping charges).

Sally22_2

Surely as it has the 28th Dec date stamped on it, the seller did post it promptly. Its more a problem with the carrier, not the seller in my opinion.

starrybee

Sally22 wrote: »

Surely as it has the 28th Dec date stamped on it, the seller did post it promptly. Its more a problem with the carrier, not the seller in my opinion.

Agree but still think a good seller would refund, and then take it up with delivery company themselves.

Incidentally did the 28th stamp / anywhere on the parcel say next-day on it? (ie did they actually pay for it in the first place)

olias

Hi and thanks - the date was on the label attached to the parcel which (I think) was one of those that the seller prints themselves. They could therefore have printed it on that date, but that does not neccessarily mean that that is when it was sent.

Just unsure whether I would get anywhere ringing, if they are already ignoring emails...

Olias

the_lunatic_is_in_my_head

olias wrote: »

Hi and thanks - the date was on the label attached to the parcel which (I think) was one of those that the seller prints themselves. They could therefore have printed it on that date, but that does not neccessarily mean that that is when it was sent.

Just unsure whether I would get anywhere ringing, if they are already ignoring emails...

Olias

If they don't answer the phone you haven't lost anything, if they do they can only say no to a refund.

[Deleted User]

olias wrote: »

Hi,

as per title. I bought an item (BIN) on 27th Dec. I needed it urgently and so chose to use this seller as they offered a 24hr express delivery service for a premium (£3.99). I paid immediately (including the extra £3.99 for express delivery). The item was marked as dispatched that same day and I recieved an email stating it was shipped on the 28th Dec. The item should have arrived the next day which is a Saturday, as the seller uses Yodel, who deliver on Saturdays.

I then recieved an email from the seller, stating they could not guarentee next day delivery due to 'christmas shutdown'. I tried to clarify by ringing them, but answerphone just said they were closed for christmas.

The item failed to arrive either on Sat 29th, Mon 31st, Weds 2nd or Thurs 3rd. An attempt was made to deliver on Fri 4th, but I was out, so I eventually recieved it on Sat 5th Jan. Too late for my needs.

The parcel was date stamped 28th Dec (?) I have emailed the seller requesting a refund of the extra postage, and a partial refund as a gesture, but they won't reply.

What should I do now? None of the subjects in the resolution centre apply as I actually recieved the item - just not the service I had paid for.

Incidentally, seller has 100000+ feedback so I would have expected a better service.

Olias

Hi,

Have you tried tracking the parcel on Yodels website, it may tell you the date the parcel was collected.

HTH

tornado

RFW

tornado wrote: »

Hi,

Have you tried tracking the parcel on Yodels website, it may tell you the date the parcel was collected.

HTH

tornado

Also Yodel are notorious for making things up regarding delivery, so it may well be the seller has been told that they have attempted delivery several times and you weren't in. I'm not convinced that they have a standard Saturday delivery, especially at holiday time. If I'd have paid as you did and knew Yodel were the courier I would have expected it on 3rd or 4th.

Yodel + Christmas/New Year holidays and anything is possible. Not saying the seller is in the right, just that if they don't know how bad Yodel can be then that would explain it.

There's a lot of info on this site about problems with Yodel this year.

olias

Thanks, unfortunately they did not provide me with a tracking number.

I have just now recieved an email reply, and can scarecely believe it!

No apology
No acknowledgement of a failure to provide the service paid for
No offer of a refund of the extra postage charge

All they have done is send a curt reply saying words to the effect of, 'well send it back at your expense and if we are happy with the condition we will refund minus a (undisclosed!) restocking fee.

They have referred me to their terms and conditions, which only says that they do not count weekends for next day delivery (despite the fact that their courier Yodel does!) This would still mean that the service I paid for meant the item should have arrived on Monday 31st, not 4/5 days after that.

Is there any way I can dispute through paypal or ebay that the paid for service was not supplied?

Olias

olias

RFW wrote: »

Also Yodel are notorious for making things up regarding delivery, so it may well be the seller has been told that they have attempted delivery several times and you weren't in. I'm not convinced that they have a standard Saturday delivery, especially at holiday time. If I'd have paid as you did and knew Yodel were the courier I would have expected it on 3rd or 4th.

Yodel + Christmas/New Year holidays and anything is possible. Not saying the seller is in the right, just that if they don't know how bad Yodel can be then that would explain it.

There's a lot of info on this site about problems with Yodel this year.

I agree, and know how bad they are, however I did not know they used Yodel until the parcel arrived. It still does not excuse the fact that I was promised a 24 hour delivery which I paid extra for and which wasn't supplied.

Olias

KxMx

Is there not a tracking number on the packaging/printed label?