Online purchase, wrong address, no customer service

austenozzy

Hi there

We've recently moved, and in the hoohah I forgot to update my details on paypal.

I went to pet-supermarket.co.uk to buy some cat food (it's usually there or zooplus, depending upon deals), and thought no more of it. After a few days, it occurred to me what had happened, so emailed customer 'service' for assistance. My fault I didn't change it, I know.

Three days later, I got an email back saying that they take their delivery details from paypal, and to use a different method in future. No mention of whether the order had been delivered, or what I should do, nothing. So I replied asking what I should do to get the order.

I got a reply a day later with a tracking link for Yodel saying it had been left in the shed (at the old address). That was it, again no help for what to do next.

So I've now replied again, simply asking what I should do. I said I know it's my fault they used the wrong address but I'd like some advice on getting the order picked up and sent on to me as I've paid for a product and haven't received it.

I know the two yodel guys for my old area; they're through the village several times a day, so it would be an easy thing to do. I guess we need to find out how much it would cost.

Where do I stand on this?

Cheers!

marliepanda

austenozzy wrote: »

Hi there

We've recently moved, and in the hoohah I forgot to update my details on paypal.

I went to pet-supermarket.co.uk to buy some cat food (it's usually there or zooplus, depending upon deals), and thought no more of it. After a few days, it occurred to me what had happened, so emailed customer 'service' for assistance. My fault I didn't change it, I know.

Three days later, I got an email back saying that they take their delivery details from paypal, and to use a different method in future. No mention of whether the order had been delivered, or what I should do, nothing. So I replied asking what I should do to get the order.

I got a reply a day later with a tracking link for Yodel saying it had been left in the shed (at the old address). That was it, again no help for what to do next.

So I've now replied again, simply asking what I should do. I said I know it's my fault they used the wrong address but I'd like some advice on getting the order picked up and sent on to me as I've paid for a product and haven't received it.

I know the two yodel guys for my old area; they're through the village several times a day, so it would be an easy thing to do. I guess we need to find out how much it would cost.

Where do I stand on this?

Cheers!

With paypal they have to ship to the paypal address. Thats paypals rules.

You gave them the wrong address. They did their side of the bargain. You can complain they 'didnt get it to you' but you didnt give them the correct information to do that.

Accept your mistake and either go pick it up or send the Yodel guys and pay them yourself.

peachyprice

The contract is concluded, they delivered the order to the address you told them to, it's for you to sort out how you're going to get it, perhaps go round and puck it up?

austenozzy

Hi guys

Yeah, I guessed that was about the size of it! I would nip round, but the old address is Suffolk and we now live in Cornwall... :-)

I was hoping for a bit more from the customer service team though. They have the hotline to yodel, I'm sure they could offer a price to get it sent to me.

Cheers

marliepanda

austenozzy wrote: »

I was hoping for a bit more from the customer service team though. They have the hotline to yodel, I'm sure they could offer a price to get it sent to me.

Cheers

I understand in a way what you are saying, but their employers do not pay them to sort out your mistakes

pinkshoes

You would need to contact the new owners then arrange a courier to pick up the item at your expense.

How much was it?

Was the delivery supposed to be signed for by you? Or is leaving it in a shed normal?

daytona0

austenozzy wrote: »

emailed customer 'service' for assistance. My fault I didn't change it, I know.

Where do I stand on this?

Cheers!

Umm I've worked in customer "service" and have dealt with delivery address issues which are almost identical to this (minus paypal being involved).

It all boils down to you making the mistake, you admitting the mistake and no customer service agent on the planet who would;

1. Be that sympathetic towards you (to put it bluntly, they don't get paid to wipe your bum)

2. Be able to assist you in picking up the item


If you become a super crank and moan at them for hours and hours then they might just cave in and give you some compensation but ultimately you're going to have to sort this out yourself like a big boy/girl.