Ordererer something not sent on time, nos asked to return at own cost: what now?

cts_casemod

As per title,

Done an order on an online company called Farnell.

Their T's and C's mention that orders placed before the cut out time (8PM) qualify for free next day delivery. I placed an order at 7:58PM (confirmed on the email), paid to have it delivered before 12 and nothing..!

So at 11:36 today, I get an email that confirms the order was processed and posted. I contact them to know whats going on and to change to a same day delivery, if possible, but all I'm told they were very busy and weren't able to process it. The order was now posted and cannot be amended.

I for one find this service very unappealing. First they advertise something they dont do, then (and this is the bit that I'm upset about) I have no option to amend or cancel the order other than to wait for it to be delivered tomorrow and return at my own cost.

What options do I have here? Refuse the order upon reception? Perform a charge back?

Thanks

cono1717

Sadly in the ToS:

*Please note:

Order cut-off time is: Liege: 20:00, UK: 20:00. We aim to deliver next working day when orders are placed by these times, but this cannot be guaranteed

You didn't pay for delivery so you are not out anything, and to be fair you ordered it with only 2 minutes to spare. If you want the product (and you clearly did if you ordered it) I'm not sure its worth the battle just to send it back because they didn't deliver it before 12/

tykesi

So the only reason you want to cancel is because they didn't deliver in time?

tomtontom

Do you no longer need the item? Have you asked them if you can refuse delivery?

If you paid for the pre midday service they should refund your delivery costs.

deanos

cono1717 wrote: »

Sadly in the ToS:



You didn't pay for delivery so you are not out anything, and to be fair you ordered it with only 2 minutes to spare. If you want the product (and you clearly did if you ordered it) I'm not sure its worth the battle just to send it back because they didn't deliver it before 12/

OP states they paid extra to be delivered before 12

cts_casemod

cono1717 wrote: »

Sadly in the ToS: [...]

Their TOS specifies that orders may not be delivered next day if they have to come from an European Warehouse. The stock is clearly displayed whenever a component is selected and the soonest delivery time available.

After this, when the order is processed, they send a detailed shipment order with all the products shipped and an estimated date for anything that may not be delivered on time. They still process the order, but some items may be delivered later.

On this case they simply failed to process the order. The email with shipment confirmation was received at 11h36AM today and according to them posted one minute earlier at 11h35AM.

cono1717 wrote: »

You didn't pay for delivery so you are not out anything, and to be fair you ordered it with only 2 minutes to spare. If you want the product (and you clearly did if you ordered it) I'm not sure its worth the battle just to send it back because they didn't deliver it before 12

I paid £10.50 extra to have it delivered before noon - If nothing else I should contest that I want that amount refunded to my account.

As to the goods I thankfully managed to find a local RS shop with stock so I drove there to get them. The Farnell order now is unneeded.

This is nor the first time I have problems with them. Last month I was placing an order and got declined at payment. I could not amend, so I placed the same exact order. Much to my surprise the next day both orders were delivered to my door and equally deducted from my credit card.

I still have the email saying the payment was declined, but it appears they always get the best over.

bris

Sounds like a B2B purchase, only a business would refer to their order as "stock" your user name looks like a business name too.

cts_casemod

bris wrote: »

Sounds like a B2B purchase, only a business would refer to their order as "stock" your user name looks like a business name too.

I do occasionally get the odd job I need components from them, but I'm registered with them as a private consumer rather than a business.

sjbrun

It doesnt really matter what you were regestered as, were the products purchased used to make you money? If so it's likely to be a business purchase and so you would have to abide by their terms.

unholyangel

cts_casemod wrote: »

I do occasionally get the odd job I need components from them, but I'm registered with them as a private consumer rather than a business.

Are you sure about that? According to their T&C's:

The Company is a business to business supplier. The Catalogue and any specialogues and other product brochures produced by the Company are intended for use by business customers and not consumers. By ordering, the Customer confirms that he, she or it wishes to obtain the Supplies for the purposes of his, her or its business and not as a consumer.

Their prices are also excluding VAT - which is something only permitted by traders who do wholesale/trade sales. If you market to consumers also, you need to display prices inclusive of VAT.

cts_casemod

unholyangel wrote: »

Are you sure about that? According to their T&C's:

I'm pretty sure about that, I got a phone call from them 2 years ago asking for my company details, to which I said I am a private consumer. As a company I can have a trade account, as a consumer I pay upfront.

It makes sense they add that as basically the kind of products they sell are quite specific and not something typically covered by a guarantee, but it surprises me they can do as they please regarding other issues. Does it mean whenever i have a problem with them is up to their sole discretion to deal with it?