Guidance Please

milleniumaire

8 weeks ago we ordered some Indian Stone for a new patio from a stone merchants near to where we live. We were told it would take around 6 weeks to be delivered from India, however, the timescale isn't an issue, especially now the cold and wet weather has arrived.

We paid a £600 cash deposit on an order value of £4430. I was contacted earlier this week and told the delivery of stone would be arriving at the docks later this month and once it was there we would need to pay the balance, before it was delivered to our home (via their yard!).

This was news to me and had never been mentioned. Obviously, I'm not happy about paying up front for the stone and have told them this, to which they suggested paying all but 10%, which would be payable on delivery. While this appears to be a compromise, I'm still not happy as we are the one's that would loose our money, should the stone company go bust prior to the stone being delivered to us. Holding back the 10% until delivery would help in terms of us ensuring the stone was in good condition and as expected.

I did think of paying by credit card, but they won't take cards without charging a fee. The credit card would give us additional insurance should things go wrong.

I would appreciate feedback on the principle of charging prior to delivery and of any possible solution that means we aren't risking loosing our money before receiving the goods.

Fosterdog

Personally I don't think I've ever bought something that wasn't paid in full before delivery took place, until you pay the balance you don't own the stone so they have no reason to deliver it to you. They are being very generous allowing you to retain 10% until delivery.

From their point of view you could wait until the delivery is unloaded and then refuse to pay.

Using your credit card would be the sensible thing to do, if you choose not to that is entirely up to you but to me it would be worth a small fee to pay some if it by card to get the protection offered.

[Deleted User]

It sounds as if you think the firm will somehow give better service if you withhold payment?

Frankly, I find it odd that you think the goods might arrive in better condition if you haven't paid in full.

Also, if you truly suspect the firm might soon go into liquidation, why have you ordered from them?

I agree a credit card % fee could prove very expensive on a £4000 sale..

bingo_bango

It could, but remember that ANY amount paid on the card gives S.75 protection for the whole contract. You only need to make a token payment of £1 or more to avail of protection for the £4430 cost.

lincroft1710

A few years ago when I was having alterations carried carried out at my home I would go to local builders' merchants order the required building materials, pay for my order and await delivery a day or so later.

So unless things have changed recently I cannot see that the stone merchants are acting unreasonably, more especially as they are allowing you to pay for 90% instead of 100% of the order prior to delivery.

milleniumaire

Part of the issue for us is that we weren't informed of the need to pay the balance prior to delivery, or even prior to the goods arriving at the stone yard, where we could view them and confirm they are what we ordered!

[Deleted User]

milleniumaire wrote: »

we could view them and confirm they are what we ordered!

What company allows you to do this? You order, you pay, they deliver. There should be no need of pre-delivery confirmation. The items will be packed in wooden crates and you'll only be able to properly "inspect" them when you open those crates. Do note that Indian stone is a natural product and each paving slab will therefore have it's own unique markings..

You seem to be awfully suspicious? Have this firm failed you in the past?

I'm certain the firm will be pleased to accept a rejection of £4000 worth of slabs they've specially imported from India...:eek:

milleniumaire

A few years ago we had an extension built and we paid in installments and didn't pay the balance until the extension was complete and all the snagging completed. We also had a kitchen installed, which also wasn't paid for in full until it had been installed.

In both situations we were aware of the payment structure and agreed with it. In this situation we were asked to pay a deposit before the order was placed. There was no mention of then paying the balance prior to us receiving the stone!

So, there are some situations where it makes sense to NOT pay the total amount upfront.

While due diligence suggests the stone company will not go into administration, if I pay in full prior to receiving the goods, then I will potentially loose a lot of money. Not a risk I would like to take, no matter how small.

[Deleted User]

milleniumaire wrote: »

A few years ago we had an extension built and we paid in installments and didn't pay the balance until the extension was complete and all the snagging completed. We also had a kitchen installed, which also wasn't paid for in full until it had been installed.

The flags aren't being laid though, are they? There is no "snagging" on a simple delivery.

You sound like the kind of overly fussy customer retailers dread dealing with...

milleniumaire

Moneyineptitude, it isn't a company that has failed us in the past, but it is a company we have never dealt with before, so yes, we are suspicious. Rightly or wrongly!

milleniumaire

And what's wrong with being "fussy"? They are making a lot of money from our order and I want to be sure we get what we ordered. Simples!