real foods.co.uk just terrible

eskimo26

So I thought I was on to a winner here, this is the online branch of a company with two supposedly popular stores in Edinburgh.

I ordered 25kg roasted buckwheat [also called kasha] from here labeled bulk/wholesale.
http://www.realfoods.co.uk/product/824/real-foods-organic-buckwheat-roasted-kasha-bulk-wholesale

They claim they contacted me the day I placed my order to warn me they were out of stock and with big quantities they have to wait for the stock to come in but I never saw head nor tail of that e-mail.

Fast forward to the 14th of March when my order placed on the 26th of February finally arrived.

Anyway I opened this huge 25kg sack only to realize they had delivered raw buckwheat.
http://www.realfoods.co.uk/product/826/real-foods-organic-buckwheat-unroasted-bulk-wholesale

Notice the price difference of £25!

I contacted them on day of delivery to receive this back:
[FONT=&quot]Dear xxx,[/FONT]

[FONT=&quot]I am so, so, sorry I will try to resolve the situation as soon as I can, I promise.[/FONT]

[FONT=&quot]Kind regards[/FONT]
[FONT=&quot]xxx[/FONT]


[FONT=&quot]But Since then i've heard nothing and I believe its fast approaching the 7 days for SOGA.[/FONT] [or is this working days?]
[FONT=&quot]
[/FONT]
[FONT=&quot]What do I do? Go with SOGA or the Sale of Goods Act?[/FONT]
[FONT=&quot]
[/FONT]
[FONT=&quot]Help Please! [/FONT]


[FONT=&quot]Two weeks to deliver the wrong product and now i have a 25kg bag sitting in my hall and no contact from them despite chasing it up again on the 18th [yesterday].[/FONT]

[FONT=&quot]
[/FONT]

pmduk

SOGA is the Sale of Goods Act. There is no 7 day requirement with Soga, I suspect you're getting confused with the DSR.

eskimo26

pmduk wrote: »

SOGA is the Sale of Goods Act. There is no 7 day requirement with Soga, I suspect you're getting confused with the DSR.

Correct. Sorry about that... so which should I use or does it not matter? Preferably I would like them to pick up because it's a 25kg sack! :rotfl:

mvteng

Have you tried calling them. Its been almost a week since the wrong delivery, so they should have sorted something out by now.

Theres no "supposedly" about it. They are very popular stores, & are definitely very reputable, so I'm sure they will want to put it right.

eskimo26

mvteng wrote: »

Have you tried calling them. Its been almost a week since the wrong delivery, so they should have sorted something out by now.

Theres no "supposedly" about it. They are very popular stores, & are definitely very reputable, so I'm sure they will want to put it right.

Well the internet experience has been thoroughly second rate from the start. Ive been nothing but proactive, I contacted them when delivery was taking over two weeks and I've contacted TWICE in the space of 6 days to sort this out.

I'm not going to call them because there will be no paper trail and I will no doubt be charged for the call. I don't see why I should waste anymore of my time chasing a company which for all intensive purposes just seems like it can't be bothered.

I just need to know which is the best way to officially escalate this, SOGA or DSR? Preferably with a view to getting them to pick up because it is a 25kg sack and I have CFS/M.E.

No doubt the stores are reputable but i'm sick of wasting my time and energy with realfoods.co.uk .

Thanks for your help though.

sgun

Real Foods in Edinburgh are very popular and very overpriced! I bought some miso in the Broughton Street branch a while back, it tasted vile, when I looked on the package it was nearly 9 months out of date! I just think they are not very organised. Mind you they didn't offer anything more than a refund (I would have at least expected them to replace it for free with an in date one).

eskimo26

ok my time for DSR is up tomorrow so do I use DSR or SOGA pls?

eskimo26

I'm going to use SOGA because of goods not as described.

I have opened the sown canvas bag but i'm entitled to inspect the goods right?

Thanks.

Also who has to deal with sending the item back under SOGA? Am i entitled to full delivery costs back both ways?

keyser666

eskimo26 wrote: »

I'm going to use SOGA because of goods not as described.

I have opened the sown canvas bag but i'm entitled to inspect the goods right?

Thanks.

Also who has to deal with sending the item back under SOGA? Am i entitled to full delivery costs back both ways?

Yes, Yes .
.

eskimo26

keyser666 wrote: »

Yes, Yes .
.

Thanks.

I finally got an e-mail back from them today, their supplier is out of stock but they have flagged me up as a priority because 'you have been messed about'.

No word on what they want to do with the sack in my hall so i asked when they will pick it up to make sure i don't miss a collection.

eskimo26

eskimo26 wrote: »

Thanks.
No word on what they want to do with the sack in my hall so i asked when they will pick it up to make sure i don't miss a collection.

Product finally arrived but i still have a 25kg sack of the wrong product they sent me and since this company takes an ice age to do anything I was wondering what kind of deadline i can give them?

It's already been about a week or two so can i say two weeks from today?

They're pace is so glacial I don't want this 25kg sack in my hallway indefinitely!

Still have to say do not use realfoods.co.uk.