Civil Dispute ?

Quids-In

Hello All,

I was wondering if anyone could shine some light on this, ( apologies for the lengthy story)

I ordered a set of patio doors for the sum of £3k back in early November, After agreeing the deposit of £900 and a delivery date of 26th November which was confirmed by email i have had nothing but issues.

I paid for the deposit via a credit card, I then received a call around the 23rd Nov saying that the doors wont be delivered as the blinds that go inside the glazing had been delayed.

Obviously i was disappointed by this and it was agreed by the logistics manager that the frame could be delivered on the 26th however the glazing would be delivered at a later date.

I then asked for this to be confirmed via email which never happened. I then called on the 24th asking again for a confirmation again didn't happen and same on the 25th.
I then called on the morning of the 26th where they stated that they wouldn't be able to deliver that day.
I was then informed that they now wont deliver the item in two separate trips that was previously agreed, I was then given a new date of 5th December. Again several phone calls for a confirmation email which fell on deaf ears and every time i wanted to speak to a manger they were away from the desk. Out at a meeting any excuse they could think of.
I called again on the 4th asking if these were going to be delivered, which at around 2pm they stated that they weren't and was going to be delivered on the 5th which they weren't and again told it would be a day later the 6th.

At this point i was worried that the item wasn't going to be delivered and they would take the further £2200 from the credit card.

I then called the credit card company to put a block on any payment explaining the above.

They asked if i wished to seek a charge back, I said that i didn't wish to proceed as they have given me a new delivery date and rather get the doors as it takes 3 - 4 weeks to make if i canceled the order and found a new supplier.

Well the 6th came and went and like before they told me about 2pm the day before that they cant be delivered due to a problem with the cutting machine or some other excuse.
New date of the 7th which was also a none delivery, then the date of the 8th was agreed.

To my surprise, they were actually delivered, But the magnets that used to move the blinds up and down were not delivered. I ensured that the driver knew and that went on the paperwork, I have tried to call them twice but they have not answered.

I have also kept the block on the payment and informed the bank not to allow the company to take the money.

Now that i have explain all that, and thank you for your patience if you have.

Were do i stand?

Should i leave it as that as the order isn't complete?
Should i call them and keep hassling them to send the item?
Or should i keep the block on the payment and explain that i am not happy with being messed about and the service they provided and agree a different fee for the item?

Obviously ive had to cancel builders and other trades as the doors haven't arrived and the 25 + calls to the company

Raxiel

The fact they haven't been pestering you to get the balance cleared suggests they know the issue still needs to be resolved.


It doesn't excuse the previous ineptitude but it's possible they (or their supplier) have people off sick etc. and everything is taking longer, there seems to be a lot of it going round this year.


Is this a component you could fit yourself it it came in the post, or does it require a fitter?



Ultimately, they're entitled to be paid for the parts they have delivered, but you're entitled to deduct the 'cost' of the missing parts. Quantifying that could be hard unless its the kind of thing you can order replacements for (I'm not suggesting you actually do that at this stage).


My advice is, send them an email confirming the order was incomplete and, having been unable to contact them to discuss it, you are withholding payment until its resolved and invite them to call you.


If it were any other time of year, I'd suggest giving them a couple of weeks then tell them you will source the missing components yourself. As Christmas is coming up and a lot of people will be taking extended breaks, I think you may have to leave it until the new year.

hollydays

It's really not looking good. This won't end well