Wilkinsons poor delivery sevice

sipkin

Hi all,

Would love to get some advice about my dire experience with Wilkos and how I should proceed!

• I ordered 4 items at a total cost of £300 from the Wilko website about 3 weeks ago
• After a week of ordering, I still hadn't heard anything from Wilko so contacted them
• Apparently, they had passed the wrong tel number to the couriers (the dreaded DX Group) so I contacted the couriers directly to arrange delivery after being on hold for nearly an hour!
• I received no communication from the couriers regarding time slots
• The delivery arrived on the designated day, but the couriers only had 1 of the 4 parcels (a dining table withou the chairs).
• I contacted Wilkos immediately who said they would investigate
• After waiting 24 hours, I hadn't heard anything so recontacted them, and got the same response
• Another 24 hrs later, I demanded to speak to the team leader who arranged for a repick and for the order to be redelivered on Fri morning - I confirmed this would be ok, but stressed that due to work commitments, it would have to be a morning slot
• Fri morning, I waited around, no sign of couriers by 11am, so phoned Wilko who said, no they're coming in the afternoon!!
• So they said they would rearrange the delivery for Sat morning (today)
• No sign again, so phoned up (yet again!) and turns out the delivery isn't on the lorry this morning

I'm pretty irate by now, and ask for a cancellation of the order. They said they could only refund the order in full if I return the dining table. I can't afford to spend yet another day waiting for the couriers to pick up the table to get a refund and it is useless without the chairs. They are willing to give me 50% off the full price of the table, but as it's part of a set, actually the price I paid for is considerably less than what they're offering.

Sorry to ramble, but am I being unreasonable to expect them to just refund my order in full and just let me keep the table they have already delivered to me as adequate compensation? I just want to be rid of this sorry saga!

Any help would be really appreciated!

mattyprice4004

No, if you want your money back you'll have to return the table.
I agree it's been a faff, but to expect a free table is a bit much.

JJ_Egan

Yes unreasonable .
Why would you want a useless table anyway .

sipkin

Thanks for your responses, does make sense, and as you say, a table on its own is pretty useless to me.

Do you think it's unreaonable to be compensated for having to take yet another day off work to arrange for the table to be picked up, even if they refund me in full?

Similarly, I guess if I'm wasting another day for the table to be picked up, I may as well wait for the remaining order to be delivered to me, in that case, could I then expect compensation even if I finally receive my full order?

Thanks again, actually have always had really positive experiences with online deilveries and retailers in the past, and have had never had to chase up or 'fight for my rights'!!

frugal_mike

Have you suffered any financial losses because of the failed deliveries?

sipkin

Thanks!

I had to take half-day annual leave for the 2nd failed delivery (for the first, I was able to arrange working from home). The one that was supposed to be this morning I wasn't working anyway, so no.

I'm not sure about the 4th attempt, will have to check with my manager.

scwal

OP, was just about to order something from Wilkos but didn't realise that they used DX as a courier. Have had bad experiences with them do won't be ordering if that's the case. Can you confirm if they did use DX? Cheers.

pinkshoes

I think you can claim compensation for failed deliveries.

wealdroam

pinkshoes wrote: »

I think you can claim compensation for failed deliveries.

I think you're right.

OP, have a read of MSE's Failed Delivery article.

sipkin

Thanks again for your responses

Scwal: Yes, they used DX Group/Nightfreight, they're terrible! I would avoid tbh.