We’d like to remind Forumites to please avoid political debate on the Forum.
This is to keep it a safe and useful space for MoneySaving discussions. Threads that are – or become – political in nature may be removed in line with the Forum’s rules. Thank you for your understanding.
📨 Have you signed up to the Forum's new Email Digest yet? Get a selection of trending threads sent straight to your inbox daily, weekly or monthly!
The Forum now has a brand new text editor, adding a bunch of handy features to use when creating posts. Read more in our how-to guide
Building Supplies Online - 'Attempted Delivery' a Joke!
rnickster
Posts: 42 Forumite
We ordered £240 worth of plasterboard from building-supplies-online.co.uk (on debit card sadly) with a delivery date of Friday 3rd. My girlfriend requested to work from home to accept delivery. She was in the house all day and nothing came. I suspect we could provide Google location history proof of this but have yet to check.
I had 2 missed calls in the morning of Friday 3rd whilst in meetings at work so I called them back (my number was their contact number as I made the order). I spoke to the driver who said that they 'attempted delivery' but no one was home and the neighbours 'refused delivery'. I explained this was impossible because my girlfriend was in the property all day, working in silence, waiting for them. She didn't hear a lorry/large vehicle ever pull up to our drive and no body rang the door bell or knocked on the door. The driver I spoke to said that I would need to call BSO to re-arrange delivery.
BSO have no phone number on their website. So I used their live chat to explain. I have the transcripts for these where I explain the situation and our disappointment that we've had to schedule a day to stay at home and in our experience, had no 'attempt at delivery' whatsoever.
I can provide the transcripts and emails since the initial chat and we have since been told that for re-delivery we need to pay another £50 because we 'were not in to accept delivery'. We argued this was unfair, someone was home all day and there was no attempt at delivery at all. We explained we expected a re-delivery at no additional cost to us. We waited for over 24 hours and have now been told (again) via email we have 2 options 1. re-delivery will be £60 or 2. Cancel the order and pay £90 re stock fee. We feel our polite and informative email has been completely ignored. We now just want a complete refund and never to deal with this company again.
I have transcripts of the whole discussion with them and can upload if required? The terms and conditions on their website are very contradicting so their supposed options seem complete unjustified.
What is the best way to deal with this company. No phone numbers, stubborn and seem to be money grabbers. I regret not checking TrustPilot reviews before ordering with them because it seems they are a sort of middle man with terrible customer service/after sales support.
I had 2 missed calls in the morning of Friday 3rd whilst in meetings at work so I called them back (my number was their contact number as I made the order). I spoke to the driver who said that they 'attempted delivery' but no one was home and the neighbours 'refused delivery'. I explained this was impossible because my girlfriend was in the property all day, working in silence, waiting for them. She didn't hear a lorry/large vehicle ever pull up to our drive and no body rang the door bell or knocked on the door. The driver I spoke to said that I would need to call BSO to re-arrange delivery.
BSO have no phone number on their website. So I used their live chat to explain. I have the transcripts for these where I explain the situation and our disappointment that we've had to schedule a day to stay at home and in our experience, had no 'attempt at delivery' whatsoever.
I can provide the transcripts and emails since the initial chat and we have since been told that for re-delivery we need to pay another £50 because we 'were not in to accept delivery'. We argued this was unfair, someone was home all day and there was no attempt at delivery at all. We explained we expected a re-delivery at no additional cost to us. We waited for over 24 hours and have now been told (again) via email we have 2 options 1. re-delivery will be £60 or 2. Cancel the order and pay £90 re stock fee. We feel our polite and informative email has been completely ignored. We now just want a complete refund and never to deal with this company again.
I have transcripts of the whole discussion with them and can upload if required? The terms and conditions on their website are very contradicting so their supposed options seem complete unjustified.
What is the best way to deal with this company. No phone numbers, stubborn and seem to be money grabbers. I regret not checking TrustPilot reviews before ordering with them because it seems they are a sort of middle man with terrible customer service/after sales support.
0
Comments
-
Did you make the purchase as a business or consumer? They offer both trade and non trade0
-
As a consumer, just trying to renovate my garage a little.0
-
If you edit your OP and go to Advanced Edit (I think) you should be able to correct the thread title.
0 -
Here are the transcripts in reverse order, the bottom is the start.
0 -
OP, I think you forgot to blank out your postcode in that last post there.
Were any of the items you ordered made to measurements/specifications you provided (and therefore not part of the range offered by BSO as standard)?
What information did they provide you in a durable medium? Email is durable but websites and links to websites sent by email are not durable.You keep using that word. I do not think it means what you think it means - Inigo Montoya, The Princess Bride0 -
Thanks, ive updated that image.
Everything ordered was 'off the shelf' nothing bespoke. Same stuff you get from B & Q. Information? I got an email receipt for the order that was it.0 -
The returns page doesn't mention a restocking fee. They may well charge for taking the goods back after a failed delivery.
It's your word against the delivery driver and they will always side with the driver.0 -
We have google location history that proved my girlfriend was at home all day.
The order was £223, i just checked, so these figures for re-stocking fee's seem made up. And why has it gone from £50 to £60 for re-delivery?! The T's and C's say delivery will be attempted 3 times and THEN you will be charged re delivery, and not £50-60!
They are talking about their supplier....I bought the product from them!0 -
I wouldn't bother arguing as it seems like you're not going to get anywhere.
Contact you card provider for a chargeback - Goods not delivered.0 -
... or if it was a credit card, contact the credit card provider and ask for a Section 75 refund under the Consumer Credit Act.If it sticks, force it.
If it breaks, well it wasn't working right anyway.0
This discussion has been closed.
Confirm your email address to Create Threads and Reply
Categories
- All Categories
- 353.5K Banking & Borrowing
- 254.1K Reduce Debt & Boost Income
- 455K Spending & Discounts
- 246.6K Work, Benefits & Business
- 602.9K Mortgages, Homes & Bills
- 178.1K Life & Family
- 260.6K Travel & Transport
- 1.5M Hobbies & Leisure
- 16K Discuss & Feedback
- 37.7K Read-Only Boards