Failed Delivery! Grrr

bobwilson

I ordered goods online and paid for the next day delivery option. They failed to deliver, and after frustrations on the phone, it turned out in hindsight it hadn't even been loaded on the Van for delivery. They left it at the depot, so there was no need for me to have waited in all day. It came the following day instead. That's 2 whole days at home, not even able to pop out!

"As a company we do not offer compensation, therefore we have done all we can do"

was their answer.

Things really need to change for the future.. even just an approx. delivery time would help.. we have GPS and all sorts of tech these days- it's not fair to expect people to stay in all day like this for failed deliveries.

I thought this is a great chance to try out Martin's advice from MSE. So, I just sent a "failed delivery compensation" letter to the company as per the fantastic instructions here:
http://www.moneysavingexpert.com/shopping/delivery-rights#letter

My unpaid day off work was all added to the letter as per the advice.

Wondering if it'll have any effect at all.

If anyone's interested, I'll post the end result here.:beer:

bobwilson

bobwilson wrote: »

If anyone's interested, I'll post the end result here.:beer:

Hmm, I guess no one is interested! :cool: fair enough.

Takeaway_Addict

lol I am, I was going to ask did you actually lose anything financial but it seems you may have from work.

VictorCharlie

bobwilson wrote: »

Hmm, I guess no one is interested! :cool: fair enough.

Wow that was impatient lol!
Oh the irony;).

I look forward to hearing the outcome.

Apples2

I too have been sat at home all day.

0732 this morning I receive a Text message - My new phone is loaded in the van and on its way.

Great, I'll wait for it so call in work to say I'll be late.

1137 - Another Text - My new phone is loaded in the van and on its way.

Great.

It's now 6pm and no phone. Waste of a day.

I'll let you know the outcome.

Okay, nobody interested then? Typical!!!

Takeaway_Addict

Apples2 wrote: »

I too have been sat at home all day.

0732 this morning I receive a Text message - My new phone is loaded in the van and on its way.

Great, I'll wait for it so call in work to say I'll be late.

1137 - Another Text - My new phone is loaded in the van and on its way.

Great.

It's now 6pm and no phone. Waste of a day.

I'll let you know the outcome.

Okay, nobody interested then? Typical!!!

Just text me........oh wait...

bobwilson

lol okay everybody! sorry for being impatient

I have a reply from the online shop! Here it is:

"Thank you for your response.

I can advise I have reviewed this issue with my senior adviser and
unfortunately Ebuyer does not offer compensation. We sincerely apologise that the order was delayed.... however there is nothing further we can offer.

Please accept my apologies for any inconvenience or annoyance caused as a result of this matter."

Hmm.. so it looks like the MSE "failed delivery" letter didn't have much effect !

bobwilson

For anyone interested, the MSE failed delivery template letter is available here:
http://www.moneysavingexpert.com/shopping/delivery-rights#letter

but it seems whether it actually works is up for debate

pmduk

Ebuyer isn't known for it's customer service.

bobwilson

pmduk wrote: »

Ebuyer isn't known for it's customer service.

So does the template letter only work on companies that are known for their customer service?

wealdroam

Bob, from that link you gave, it says:

Once you've sent the letter, remember, everything hinges on negotiation.

It goes on to say:

Step 5. If all else fails: how to take 'em to court
Hopefully the letter should settle it. But if you've tried all the steps above and it still hasn't offered you a satisfactory settlement, taking it to the small claims court is a last resort, although it isn't for everyone. If you're a court novice, maybe try to seek help from a legal friend or advice centre.

Did you actually send a real letter, or just an email?

That doc does suggest that sending a letter creates the impression that you mean business, and I am sure sending an email will not have the same effect.