Non-Collection for return - what are my rights?

Cider_Woman

Hi, I cannot find another question like mine so hopefully not replicating any similar questions...

I ordered a TV, through Ebuyer, which was delivered okay, allowing for the 13 hour window given by Yodel <sigh!>. The TV turned out to be damaged before it was packed in the box so I have agreed a return. So far, so good....

The courier was due to collect it yesterday and at 17.50 I got an email to say that collection was unsuccessful. I had been in all day and was furious. My door bell doesn't work and Ebuyer were asked to make the courier aware of this.

I cannot sit around for another 13 hour block and do not believe it is unreasonable to be given a slot of (say) no more than 4 hours. Ebuyer appear to be saying "tough; get on with it!" although I am probably dealing with someone quite junior who is following the company line.

The other complication is that I will be away for a few weeks from a week Sunday.

What can I do to press Ebuyer into providing a more flexible approach? I plan to speak to Ebuyer but don't feel I have much leverage as I am currently unemployed.

Can I leave the TV on the street, if they don't collect it at a set time? I'm guessing not.

Any thoughts welcomed!

CW
Disgusted and never-to-be-puchasing-from-Ebuyer-again

naedanger

Cider_Woman wrote: »

Hi, I cannot find another question like mine so hopefully not replicating any similar questions...

I ordered a TV, through Ebuyer, which was delivered okay, allowing for the 13 hour window given by Yodel <sigh!>. The TV turned out to be damaged before it was packed in the box so I have agreed a return. So far, so good....

The courier was due to collect it yesterday and at 17.50 I got an email to say that collection was unsuccessful. I had been in all day and was furious. My door bell doesn't work and Ebuyer were asked to make the courier aware of this.

I cannot sit around for another 13 hour block and do not believe it is unreasonable to be given a slot of (say) no more than 4 hours. Ebuyer appear to be saying "tough; get on with it!" although I am probably dealing with someone quite junior who is following the company line.

The other complication is that I will be away for a few weeks from a week Sunday.

What can I do to press Ebuyer into providing a more flexible approach? I plan to speak to Ebuyer but don't feel I have much leverage as I am currently unemployed.

Can I leave the TV on the street, if they don't collect it at a set time? I'm guessing not.

Any thoughts welcomed!

CW
Disgusted and never-to-be-puchasing-from-Ebuyer-again

Have you got your money back yet?

Basically both parties have to be reasonable.

Certainly don't leave it on the street unless asked, in writing, by Ebuyer to do so. (And I would be surprised if they were to ask you to do this.)

In my view offering to be in for a 4 hour slot, after being available for a full day, is in my view being reasonable and Ebuyer are being unreasonable refusing this offer. If your offer does not suit them then in my view they should make alternative suggestions. However what matters is what a court decides is reasonable.

In practice if you have not been paid it worth putting your efforts into being repaid.

agrinnall

Rather than wait in for a collection, ask ebuyer to arrange for Yodel to accept it at your nearest depot and take it there yourself. Or arrange (and probably pay for) your own courier.

macman

Or maybe fix your doorbell?

AJXX

I agree that in this day and age 13 hour delivery slots (and collection slots) are unacceptable - considering most couriers (DPD etc...) are able to give 2 hour delivery windows the morning of the delivery/collection.

Perhaps you could contact eBuyer and ask if it's possible to arrange your own courier to collect the item and deliver it back to them? Obviously if they agree to re-reimburse the postage costs.

unholyangel

Although bear in mind, if you arrange the courier, you are liable until the goods reach the retailer.

I'd either perhaps ask them to collect from my work (if possible in your job type), ask them to collect from a neighbours/friend/family member that will be in that day anyway, or ask them if they can address a prepaid label for it to be dropped off at the post office or perhaps the courier has drop off/collection points like collect+.

bod1467

http://www.moneysavingexpert.com/shopping/delivery-rights

This is about deliveries, but can apply equally to collections.

Cider_Woman

Thanks for the helpful replies.

Things have moved on a little - except the door bell :-(

I don't want to say too much at the moment, once they are settled, I will let you know the outcome.

CW