The LoftShop - Do I have to do what they say?

Searcher2

This is a bit of a long story and a vent.

I have a Colt-Roto loft window in my bedroom. These are similar to Velux windows but very much less common. As such there is only one supplier in the UK for blinds - the LoftShop. I bought a blind from them 5 years ago and got bad service from them - waiting in for a guaranteed next day delivery and not even getting an apology for it - just blaming it on the couriers. These blinds aren't cheap - about £90 for a blind that wasn't much better than putting a sheet of newspaper to the window.

Anyway last year I got fed up when it actually fell on my head. I bit the bullet I ordered a blackout blind online from them (still over £130 with 10% off offer) but when I found out that the delivery time was 6 weeks (which wasn't at all clear on the site) I cancelled the order as it was coming up winter and I wouldn't need a dark room over winter as it was dark anyway. This would give me time to look for for another supplier. I received a letter saying I had been credited for the cancelled order but several weeks later they still had not refunded the money so I had to chase them to process it.

I spent hours on the internet looking, had Hillary's blinds around, rang up loads of manufacturers... but nobody would do it. I even contacted Colt dealers abroad but they referred me back to the UK.

In the spring they had 25% off their blinds (which was still significantly more expensive than equivalent Velux blinds) and I in ordered the same blind again and waited my 6 weeks. The blind arrived (not the day I was promised as the LoftShop gave the couriers the wrong address) with very bad photocopied instructions and no screws - but I managed to get it up and was disappointed to find that it did not block out all light as their advertising claimed. The frame sagged in the middle letting in light over the top of the frame. I contacted their customer services by email and explained the situation attaching photos of the blackout blind that wasn't. It took quite a bit of chasing but they eventually said they would collect my old blind and order a new one. I told them I did not want to give them my old one and have nothing for 6 weeks whilst I waited for the new one. I was told (via email in May) I would be contacted to arrange delivery of the new one and also be contacted by them to arrange collection of the old one.

The new blind eventually arrived without any arrangements/contact by the LoftShop. It was a completely different design to the first blind and was a lot better though not completely blackout....however it was not work the hassle of going through the hassle of complaining again (and it wasn't too bad) so I packed up the old one ready for the LoftShop to contact me to collect. Not to my surprise the LoftShop made no contact to arrange collect (I thought the blind would be of no use to anyone anyway as it let in light and was not new so they were not bothered).

I thought that was the end of the story and hopefully the end of contact with the LoftShop.

But no - yesterday I received a letter from a Group Credit Manager from the LoftShop requesting for an unpaid invoice to be paid. The letter states :

"This amount remains outstanding as the goods in question have not been received at our warehouse, following an original request for collection."

They want me to ring to discuss how to resolve the matter and get the old blind back and if I don't have the goods back by 26th November I am liable to the full amount.

In a fit of anger I wrote an email asking for proof of the "original request for collection" as they I never received such a request and explained some of the sorry story of their lack of customer service. The email bounced back as undeliverable!!

Now I have calmed down a bit but I wondered if there was any advice from anyone before I contact them. I wondered :

a) As they had not arranged collection for 5 months was a I free to arrange disposal of the goods?
b) If not can I charge them storage for the 5 months I have been holding them for them... assuming that they didn't get cleared out in the meantime?
c) Should I just tell them to pick it up (assuming I can find it) and forget about it?

I really can't be bothered waiting in all day for them to collect the old blind given all I have had to go through. Given my past experience they have not managed to deliver on time so why would they collect on time?

I have had goods which were not fit for purpose which has cost me time installing and deinstalling plus phone calls chasing credits and missing deliveries.

I really think companies like this need a kick up the backside and I don't like just rolling over for them.

Wig

a) probably not without meeting certain conditions
b) Not unless you have first notified them of such charges and given them reasonable time to collect. (I imagine)
c) Yes

AFAIK the goods belong to them. You have to make them available for collection.

There was something I heard about after a certain reasonable time has passed (6 months) you can dispose of the goods, but I forget the details.

However a quick google has thrown up these conditions for a retailer/business to dispose of customers goods, one can only assume that roughly the same rules would apply in reverse, i.e. for the customer to dispose of uncollected goods belonging to a business.

mountainofdebt

My understanding of the law is that you can only get rid of goods that are due to be collected after 6 months so I don't think you are in a position yet to say that you got rid of them.

Check the address you sent the email to as you may have missed typed in anger!

btw I did come across this seller - (http://myworld.ebay.co.uk/kirstiescardandcraftsuk/) perhaps it worth getting in contact to ask if there is anything you can do with your sagging blind..

Searcher2

mountainofdebt wrote: »

My understanding of the law is that you can only get rid of goods that are due to be collected after 6 months so I don't think you are in a position yet to say that you got rid of them.

Check the address you sent the email to as you may have missed typed in anger!

btw I did come across this seller - (http://myworld.ebay.co.uk/kirstiescardandcraftsuk/) perhaps it worth getting in contact to ask if there is anything you can do with your sagging blind..

Thanks - I did wonder where I stood with regards to the law

I cut and paste the email address from their own website.

"<[EMAIL="enquiries&#64;loftshop.co.uk"]enquiries@loftshop.co.uk[/EMAIL]>:
195.172.154.50 does not like recipient.
Remote host said: 550 Requested action not taken: mailbox unavailable
Giving up on 195.172.154.50."

The sagging was on the frame and on the old blind. The new one doesn't sag. I was aware of Kirsties Ebay shop but I suspect that she is just a reseller for the LoftShop and doesn't advertise the model I had or blackout blinds.

I honestly have never encountered a company that fails on so many levels of customer service!