Parcelforce non delivery - anyone want to fill me in?

usignuolo

We have been redoing our main living room but are going away for 10 days at crack of dawn on Wednesday morning. I found a bookcase of the size I wanted last Thursday in a mail order catalogue and rang up supplier to ask what lead times were, explaining I was going away in a week's time.

They took my post code and came back to say they had deliveries in my area (West London) on Monday and it could be with me then. On that understanding I placed the order over the phone using my credit card.

I said I would be in all day Monday and that if I had to pop out it would only be for a few minutes and I would ask my neighbour next door to keep an eye out while the item could be safely left in the porch for a short period to await my return.

I was in all morning but needed to go out briefly at midday today (Monday) so phoned the supplier to ask if they could tell me when the item was due to arrive. They went away to check up and said it had left their warehouse on Friday and they understood it was on the Parcelforce van, out for delivery, other than that they could not tell me anything else. They said if it had not arrived by tonight to contact them tomorrow morning

Needless to say, nothing arrived today. At no stage was I offered the tracking number to check it myself. Last week I had a parcel delivered by Interlink Express where I got emailed a 1 hour slot for delivery and access to look up the location of the driver with an ETA at my house. It seems with Parcelforce all the customer (in this case the supplier) is told is that it is out for delivery. The end customer ie me has to wait in all day with no further information once the parcel is "on the van". Do Parcelforce really have no idea where their guys are?

I had ordered the item on the firm understanding it was arriving today, I am out most of tomorrow. I don't want it turning up on Wednesday when I am on holiday and being left in the porch for 10 days. What are my rights in getting it cancelled and my money refunded?.

wealdroam

usignuolo wrote: »

At no stage was I offered the tracking number to check it myself.

Did you ask for the tracking number?

usignuolo wrote: »

What are my rights in getting it cancelled and my money refunded?.

You have every right to do that.

Distance Selling Regulations generally allow you up to seven working days after delivery to cancel an order and receive a refund of all monies paid.
As the thing is yet to be delivered, you are clearly within that timeframe.

Usually you must cancel in writing, email is ok, and once cancelled it is ok to refuse the delivery should it turn up later.

usignuolo

As I am going to be away for 10 days from Wednesday, I have emailed supplier asking for tracking number and saying if it is not delivered tomorrow (15th October) then I want the order cancelled and a refund.
Assume that is OK?

usignuolo

Just to add I left a note on my front door all day saying I was in and to ring loudly and I would be sure to come to the door. (When I went out for ten minutes, I left a note to PF on the doorsaying they should leave item in porch and my neighbour would sign,if they needed a signature, or, as I was only 5 minutes away, to ring me and I would come back.) My neighbour said no one came while I was out. I then put back the "We are in " notice on my front door. Safe to say noone came all day.

wealdroam

usignuolo wrote: »

As I am going to be away for 10 days from Wednesday, I have emailed supplier asking for tracking number and saying if it is not delivered tomorrow (15th October) then I want the order cancelled and a refund.
Assume that is OK?

Looks ok to me.

Just to make sure, I think I would send a more definite unconditional cancellation email tomorrow evening if the goods have not turned up by then.

And to emphasise, you are entitled to a refund of any carriage costs you may have paid too.

usignuolo

Supplier is chasing with PF who at present do not know where it is! How can you lose a solid wood bookcase?

I have to go out today, buy currency etc , what if surprise surprise, I return to find a card in door saying attempted delivery please rearrange. Can I still cancel, as I am going on holiday tomorrow which I made clear to supplier when they promised delivery yesterday and I waited in all day?

wealdroam

usignuolo wrote: »

I have to go out today, buy currency etc , what if surprise surprise, I return to find a card in door saying attempted delivery please rearrange. Can I still cancel, as I am going on holiday tomorrow which I made clear to supplier when they promised delivery yesterday and I waited in all day?

Yes you can.

Please re-read my earlier posts.

In particular:

wealdroam wrote: »

Just to make sure, I think I would send a more definite unconditional cancellation email tomorrow evening if the goods have not turned up by then.

earthstorm

usignuolo wrote: »

Supplier is chasing with PF who at present do not know where it is! How can you lose a solid wood bookcase?

they dont lose it, like all couriers it only gets tracked/logged when it reaches a hub/depot. Once it leaves they have not idea where it is until it reaches the next hub/depot where it is required to be scanned.