Dispute about split deliveries and a partial refund

historyftw

Hi,

Just after a bit of advice on how I can follow this up.
It's over a small amount (£15) but I'm very principled and believe the company in question is being unreasonable in this instance.

I ordered a bed and mattress and paid the £30 extra for a Saturday delivery. On Saturday only the bed frame arrived not the mattress. There was no method of contact to the supplier I brought off as they aren't open Saturdays and all 3 of there delivery companies had no log of the order. On Monday I managed to get to the bottom of it and they arranged for the mattress to be sent out Tuesday - I had to take time off work to be in and receive the delivery. Between Saturday and Tuesday I was forced to sleep on the sofa as a bed frame on its own is pretty useless! I had paid for the Saturday delivery as I needed a bed in my new flat!

I was told on the phone I would get a refund of the delivery charge and accepted it and moved on. Until I find they only refunded half as they delivered the frame on Saturday. On my order it has a line item for £30 no mention of them splitting deliveries. The way I view it is that I ordered the complete package for a Saturday and they did not complete their contract (it was a mistake their end as well as they didn't order the mattress I believe).

Now a bed on its own is pretty useless without a mattress and to only refund half the delivery is awful.

I perhaps would have been more forgiven and less worried about such a small amount if they were polite on the phone. 11 times I've called them over the last 4 weeks to find out why I only got 50% refund each time I got told I would get a call back from various people. This never happened. Finally got to speak to a director today and he has said they delivered half the goods on time and as such this is there position and they will not refund me anymore of the surcharge.

I've asked him to contact me as to where I can find this information in writing in their TandCs and he will get back to me Friday (I highly doubt he will).

So my position is that my invoice says £30. No where does it mention splitting deliveries and that I would only be entitled to half the refund.
No where on http*//bedstardirect.co.uk/beds-guide/terms-and-conditions.html does it mention this.

However, with the director not wanting to budge I'm not sure how I take this higher.

What are peoples opinions here? I see it as a failed contract and it is not my problem that they split their deliveries. I paid for £30 for a Saturday delivery and they did not complete this.

historyftw

Had a reply and the directors statement is "that is our stance on this matter" What is the best way to escalate this?

unholyangel

Are you claiming for the 2nd day (that you had to take off) due to them not delivering on the Saturday?

Have you read MSE's failed delivery article?

historyftw

I have indeed, I always try to read things like that and past posts before posting.
However, their dispute is that they did deliver on the Saturday. Albeit half the goods! And they have refunded half the delivery charge and deem this to be acceptable.

I shall now contact them seeking a claim for consequential loss.