Sorry if wrong board....... not sure where to put it.

Soleil_lune

Sorry if this is the wrong board.

I won't name the company, but I went to an independent gas company near me, (who supply and fit kitchens and bathrooms, and fit boilers and cookers, and they also supply a few cookers too.)

We need a cooker as we haven't had one for a few weeks (ours broke down, after 10 years of use) and we went last Monday, to pick one out and asked them if they could fit it too. They said yes they can, and they will order the cooker later that day. She also said they will arrange a fitting date when it comes. I asked her to please let us know that day when it will be here.

The woman rang me later that day and said the supplier said it will be about a week for the cooker (so it should be in by Monday/Tuesday.) I said, 'well shall we book the fitting now then, for say Wednesday?' And she said 'no, we'll wait til it comes.'

Anyway, I never heard anything Monday, and so I rang them yesterday (Tuesday) afternoon at three, and they said 'well when we spoke to them last week, they said early to midweek this week, so it could be Wednesday.' (She DID tell us Monday or Tuesday, but I can't prove that.)

So I waited til 4pm today, and still no call from them. So I rang them again. The woman said, 'it's not here yet: they have til 5.30 to get it here... we'll let you know when it comes...'

So now it's 7pm Wednesday. Nothing. It was last Monday morning we ordered it, and now it's virtually 10 days on, and all we are getting is 'we'll let you know when it comes.' I don't understand why she didn't say to me this afternoon 'I will give them a ring and ask them when it's going to be here.' I did say this afternoon 'do you need to chase it up or anything?' and she said 'no, they will deliver it when it's ready.'

Does anyone else think this is unacceptable? Am I being impatient? Last Monday, they said it was supposed to be here within a week; it's Thursday tomorrow, and I still have no answer as to when it will be here!

I was going to go to Currys, but thought I would give our local independent trader the business. I wish I 'had' gone to Currys now.

I have not paid anything to them by the way. (Thankfully...)

What shall I do? What would you do?

Counting_Pennies_2

Good grief, well they don't deserve to be in business if they treat people this way.

Go online. You will find a supplier who will get one to you in the next few days. If you want it fitted it often takes a little longer as it will need to go to the store first and then send out with a fitter.

I find John Lewis are terrible at this, personally

Soleil_lune

Counting_Pennies wrote: »

Good grief, well they don't deserve to be in business if they treat people this way.

Go online. You will find a supplier who will get one to you in the next few days. If you want it fitted it often takes a little longer as it will need to go to the store first and then send out with a fitter.

I find John Lewis are terrible at this, personally

Thanks CP. So it's not just me who thinks it's unacceptable then???

Would be interested to hear views from others too.

kelpie35

I would phone them 1st thing tomorrow morning to cancel my order. I would also make it clear to them that their customer service is deplorable.

Take your money and business elsewhere.

Soleil_lune

kelpie35 wrote: »

I would phone them 1st thing tomorrow morning to cancel my order. I would also make it clear to them that their customer service is deplorable.

Take your money and business elsewhere.

Thank you. I spoke to my pal next door just now, and she said there's no reason why it should have taken a week anyway, just for a cooker to be delivered from the supplier to the shop: 3 working days max: so like, by Thursday... Friday at the latest...

But to run into 10 days, and still nothing from them, is bad...

Soleil_lune

Any more views anyone?

lika_86

Is she the highest up person you could speak to?

coolcait

Soleil_lune wrote: »

Sorry if this is the wrong board.

I won't name the company, but I went to an independent gas company near me, (who supply and fit kitchens and bathrooms, and fit boilers and cookers, and they also supply a few cookers too.)

We need a cooker as we haven't had one for a few weeks (ours broke down, after 10 years of use) and we went last Monday, to pick one out and asked them if they could fit it too. They said yes they can, and they will order the cooker later that day. She also said they will arrange a fitting date when it comes. I asked her to please let us know that day when it will be here.

The woman rang me later that day and said the supplier said it will be about a week for the cooker (so it should be in by Monday/Tuesday.) I said, 'well shall we book the fitting now then, for say Wednesday?' And she said 'no, we'll wait til it comes.'

Anyway, I never heard anything Monday, and so I rang them yesterday (Tuesday) afternoon at three, and they said 'well when we spoke to them last week, they said early to midweek this week, so it could be Wednesday.' (She DID tell us Monday or Tuesday, but I can't prove that.)

So I waited til 4pm today, and still no call from them. So I rang them again. The woman said, 'it's not here yet: they have til 5.30 to get it here... we'll let you know when it comes...'

So now it's 7pm Wednesday. Nothing. It was last Monday morning we ordered it, and now it's virtually 10 days on, and all we are getting is 'we'll let you know when it comes.' I don't understand why she didn't say to me this afternoon 'I will give them a ring and ask them when it's going to be here.' I did say this afternoon 'do you need to chase it up or anything?' and she said 'no, they will deliver it when it's ready.'

Does anyone else think this is unacceptable? Am I being impatient? Last Monday, they said it was supposed to be here within a week; it's Thursday tomorrow, and I still have no answer as to when it will be here!

I was going to go to Currys, but thought I would give our local independent trader the business. I wish I 'had' gone to Currys now.

I have not paid anything to them by the way. (Thankfully...)

What shall I do? What would you do?

Since you asked for further views - a rare occurrence when everyone who has posted to date has agreed with the OP - here's a different viewpoint.

It is quite clear that you did not agree on a timescale for getting this cooker. The bits in bold show that. The idea that it would be "within a week" seems to be your interpretation of some very vague feedback from the salesperson.

There was no agreement that you would get this cooker within a week. The salesperson gave no definite commitment to a date that it would be delivered and installed.

You have nothing at all in writing to support your claim that this company has failed to provide you with the goods withing the agreed timeframe.

It's a frustrating position to be in - but what exactly are you going to complain about? You can't say that they haven't delivered and installed the cooker on the date agreed - because no date for delivery and installation was ever agreed.

You haven't had a cooker for weeks. If you cancel this order and go elsewhere, how quickly will you actually get a new cooker? You would need to check that out very clearly with other suppliers - rather than going on what your pal next door or anyone else on here tells you.

If you do go elsewhere, make sure that you agree the date that the cooker will be delivered and installed before you sign anything.

pollypenny

It's a shame that you didn't stress the urgency of your need. It's hard to manage without a cooker!


When our oven burned out, we had to get on off the shelf from B & Q and our local plumber fitted it.

harrys_nan

I think I would cancel because their customer service is bad, at the very least they should have rung the supplier and got a definate del date. Check online and see how soon you can get one delivered and take it from there.

hazyjo

I had a similar thing with Very. Ordered a new fridge freezer, they gave a delivery date. Then the date changed, then the date changed at least one more time. If I'd not been nagging them, it would have been up to yet another two weeks after. One person told me there weren't any due in for at least a week or two for the next batch of deliveries, but the previous person had said they were in that day. Eventually they agreed to put me on the 'immediate delivery' list.

I was going crazy as we'd been without a fridge or freezer for three weeks, living with a bucket of cold water in the garden. Not their problem, granted - but I wish they'd not been giving delivery dates. The suppliers (Beko) were annoyed saying they got this a lot as Very gave out complete guestimate delivery dates that Beko had made no claims to.

At least yours has been a bit vaguer. I kept being given actual dates. Very frustrating, I feel you pain!

Jx