Advice needed:delay on delivering memorial for grave

theycallmeuma

Hi forum,

I appreciate this this is not a standard query but any help would be appreciated.

To provide background, my mother and I placed an order with a local business that provide memorials for cemeteries. This was for my dad.

The order was placed the end of March, and was custom (in comparison to the standard headstones you can get). We were informed it would take approx 12-16 weeks for turnaround time.

Over the last few months I have been in contact with the company and in May was informed that the shipment for materials would arrive on 12 July. Last week I chased this up again and was informed it would arrive approx 5th august. This is all based on my contact with the company, and not them informing me.

Having written a letter of complaint stating my frustration the response I received has been based on more excuses than compassion and good customer service.

I have been told that shipments can take a while and various factors can delay the arrival.

We are now approaching week 20 for the materials alone to arrive. Half payment was made up front. As this is more a personal order to remember someone rather than an adhoc purchase I'm just seeking advice on what the next steps are in terms of options.

I have asked for compensation and been told it's not possible because "they" cannot get compensation from their shipping company. That isn't my problem as I don't have a contractual agreement with the shipping company. However, I feel that I should be entitled to something given the delay at least.

Any tips or advice would be greatly appreciated.

Thanks.

ThumbRemote

What outcome do you want?

You could cancel the order (by sending a time of the essence letter - http://www.adviceguide.org.uk/england/letters/introduction_to_letter_to_make__time_of_the_essence__-_services.htm) but then you'd still be without the memorial and have to buy elsewhere.

Or do you just want a reduction in price? If so, that's entirely down to them agreeing.

theycallmeuma

I'm really wanting some form of money back.

Is that truly only based on the company decision?

paddyrg

Yes, you agreed a price, so would need to agree another price or cancel the order. There isn't a standard x% off after z days wait in statute.

My guess is that the stone/whatever is coming from overseas somewhere with all the vagaries of sea freight. Air freight is a lot faster, but you'd have seen a huge difference in your bill.

Personally, I'd sit it out - it doesn't sound like the company you ordered from are acting maliciously, so perhaps a request that they make it the #1 priority job when the stone arrives and keep everyone on your side? Would you father have wanted you to stress?

rustyboy21

It is most likely coming from China and unfortunately shipping from there is so haphazard at the best of times. It can take 16 weeks to arrive, as the cheapest way to send it, is on a cargo ship, stopping at every port enroute. Otherwise it costs a fortune doing it faster, which would have to be factored in to your buying price. It could also have missed the boat, many times containers are 'lost' on the quay side in China. Industrious yes, well organised, far from it, with the Chinese.


Have a calm, polite conversation with the company, explain that it is an upsetting issue for you and your mum and see if they will offer any goodwill for the delay. Other than that try and cancel, but you may find you will have to wait a similar time, with someone else.


Alternative is alter your choice to something they have in stock/ easier to get.


It may be something like Mexican granite you have ordered, but it will have been sent to China for cutting/polishing etc, so don't think it will have come from the country it was mined. Everything goes to China to be processed these days, It seems