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Homebase

catcatch
catcatch Posts: 6 Forumite
in Consumer rights
I ordered some tiles for home delivery from Homebase at a cost of £360. They were supposed to arrived this morning and I was given a delivery slot of 730am to 830am. When they hadn't arrived by 10am I decided to call the courier back on his mobile to see where he was. He claimed to have already delivered the tiles! When I said that he definitely hadn't and I was still waiting he hung up on me! So, I called Homebase customer services and was told that their records showed that my tiles had been delivered and signed for! I told them that they had not and that the courier must have delivered to the wrong address. They say they will "investigate" and get back to me. I am so worried now about what will happen. Has anyone had this happen to them before? It is such a lot of money. I am not going to be able to sleep tonight.
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Comments

  • vuvuzela
    vuvuzela Posts: 3,648 Forumite
    Lots of people will have had this happen, don't fret. It's up to them to prove it was delivered to you, which they will struggle to do if it wasn't. Try not to lose too much sleep tonight (apart from heat -related, obviously...)
  • Zandoni
    Zandoni Posts: 3,465 Forumite
    Part of the Furniture 1,000 Posts Name Dropper Photogenic
    vuvuzela wrote: »
    Lots of people will have had this happen, don't fret. It's up to them to prove it was delivered to you, which they will struggle to do if it wasn't. Try not to lose too much sleep tonight (apart from heat -related, obviously...)

    Really nice reply.
  • frugal_mike
    frugal_mike Posts: 1,687 Forumite
    How did you pay for the item? If you used a credit card then the credit card company is liable under section 75 of the consumer credit act. If you used a debit card then you can try a chargeback by calling your bank. Obviously give Homebase a chance to sort it first.

    Personally I don't see how a signature proves anything even if they do have one. Anyone could sign your name if they see it on the delivery note.
  • catcatch
    catcatch Posts: 6 Forumite
    Thanks for the replies.
    I did pay by credit card so I guess I can try that if it comes to it.
    I called them again and they said they would get back to me in 24-48 hours.
  • malchish
    malchish Posts: 341 Forumite
    Homebase seem to do this a lot, as a way of "customer service". In my opinion, it is deliberate. Their delivery system makes those false "delivered" claims in order to hide the actual delays in delivery, and failures to maintain the slots.
    By the time they deliver, you would be so worried about the lost items that it won't dawn on you to ask for compensation for the delayed delivery... this seems to be their logic.
    They also use the trick of ofering one slot of a very close delivery date, and then making such a slot dsappear at check0out or failing to honour the delivery time...
    In my honest opinion, the online Homebase make sure that their customer service is as non-existent as possible, they would wear you out...
    They would claim their computer system is down, (when it is not), they would claim they cannot see your details, they will lose the order log, they will football you from department to department... - all to exhaust you so leave them in peace and not call.
    However, there is a person at their head-office, who could resolve your problems and compensate you for the mess...if you persist enough.
    A failed delivery date/time can be a reason for compensation, if you lost out on wages/ spent time on phone calls, etc...
    Everything I say is my personal opinion only, however, I do have evidence to support everything I say - (this does not mean that I will have to report it to posters).
  • malchish
    malchish Posts: 341 Forumite
    In all likelihood, they item will turn up. Do not worry, they have not lost it.
  • mattyprice4004
    mattyprice4004 Posts: 7,492 Forumite
    Part of the Furniture 1,000 Posts Name Dropper
    Zandoni wrote: »
    Really nice reply.

    I fail to see why that reply isn't nice? :)
  • McKneff
    McKneff Posts: 38,857 Forumite
    Part of the Furniture 10,000 Posts Name Dropper
    mattyprice4004 wrote: »
    I fail to see why that reply isn't nice? :)

    I didn't see any irony.

    It said 'really nice reply' because it was
    a really nice reply.
    make the most of it, we are only here for the weekend.
    and we will never, ever return.
  • jacques_chirac
    jacques_chirac Posts: 2,825 Forumite
    McKneff wrote: »
    I didn't see any irony.

    It said 'really nice reply' because it was
    a really nice reply.

    I get the impression Zandoni does not do anything but irony ;)
  • Zandoni
    Zandoni Posts: 3,465 Forumite
    Part of the Furniture 1,000 Posts Name Dropper Photogenic
    jacques_chirac wrote: »
    I get the impression Zandoni does not do anything but irony ;)

    I really meant that vuvuzela gave a very caring reply, just wish more people on here helped in such a nice way.
This discussion has been closed.
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