Goods not delivered then some arrived damaged

narabanekeater

I shall try to keep this as brief as possible but am wondering where I go from here really.
I ordered just over £300 of wall panels from an online retailer paying by PayPal with a specific delivery date needed. This was accepted by the company and specified on my online receipt. I paid for delivery.
On the day of delivery by mid morning nothing had arrived so I gave them a quick phone call only to be told my delivery wouldn't be with me that day and that they had tried to deliver to me twice previously. No card was left and I do not believe that they had done this as no tracking was supplied or they could have left it with a neighbour. They had both my home and mobile numbers.
They offered to deliver the order 5 days later which would have been too late for my project as I had paid help at my house that day ready to fit these panels. So I did need them sooner than 5 days as id have had to have paid for the workman to come again.
It was decided that my partner would drive 160 miles round trip to collect the panels. Only I was then told that my order wasn't all there but they could supply the majority and forward the rest by courier.
My partner made the 160 mile journey and all was well. Luckily I had over ordered so the rest of the panels that did arrive by courier were not needed but all arrived damaged which I have photos of.
I have now written to the retailer to let them know that the delivery that did arrive is totally damaged which they are welcome to collect but I am requesting a refund for. I have also asked them to cover the costs of fuel to pick up my order which was £32.
I feel I have perfectly reasonable in what I have asked for. I do not believe they did try to deliver as there's usually someone in my house and if not the lady next door is very shall we say pro active in watching what's happening with other peoples houses and would have gladly have took the delivery in for me. Also why if they had tried to deliver wasn't my complete order back with them so my partner could collect?
I have written to them by Recorded post simply asking for them to refund me for the damaged panels £28 and cover the £32 for fuel but they haven't responded. I did ask for a written reply within 14 days but we are past that now. I also need them to give me permission to either dispose of the damages or get them picked up.
I realise that I could contact PayPal for the £28 of damages but that wont get me my fuel back. I normally wouldn't bother with such an effort for the small amount involved but I was spoken to in such a rude way and I really do not believe what they have said is true in relation to trying to deliver as they wouldn't try to deliver a short order.
Please can anyone offer any advice as to how to proceed? Thanks in advance for any help

marcarm

Did you tell them that you were going to collect and bill them for the fuel and they agreed to that?

Did you give them an incentive to reply within 14 days, as in reply sooner or I take you to court? If not, then what's in it for them to reply?

narabanekeater

Yes I did tell them my Partner would collect which they agreed to and I made it clear I would be looking to claim this from them.
I sent a letter clearly stating everything but no I didnt mention court. I asked for a written response to my letter of complaint within 14 days to allow them time to investigate. I did mention contacting Paypal.
The agreeing to costs of course is my word agaainst whoever I spoke to on the phone but I can proove that I did phone from my phone records.
Also can you take someone to court for such a small amount?

marcarm

google moneyclaimonline