Consumer Rights Act Accepting a delivery

callansdad

Hi folks,

I was unable to be at home today for a delivery, when the driver called to say he was on his way I asked him to leave the delivery in a safe place but he refused as he MUST have a signature.

They now wish to levy an additional charge of £25 plus vat to redeliver the products.

I checked the which website which has the following statement

The retailer is responsible for goods until they are in your physical possession, in the possession of someone appointed by you to accept them or delivered to your nominated safe place.

I had a look at the actual consumer rights act and I cannot see the bit about ‘nominated safe place’. So my question is can they refuse to leave in a safe place if advised to do so??

Many thanks

London50

There are plenty of posts on here of people complaining that parcels left is a "safe place" have gone missing and are having problems getting a refund.
If your parcel is lost you would then be contacting the supplier requesting a refund so in the long term {for both you and the supplier} that your request is turned down.
I know it can be annoying but better than the hassle that could happen.

DoaM

What's more important is what the T&Cs say about a failed delivery ... if they don't mention anything about a re-delivery charge then they can't unilaterally impose one.

Also, what do the T&Cs say about the delivery? Is it clear that a signature will be required? Have they attempted to deliver on the agreed date?

BoGoF

Some retailers, quite rightly, insist on a signature for high value items. Last couple of mobile phones I ordered from Samsung have needed a signature. There's too many chancers these days who will claim they didn't get the goods left at the safe place.

However, never heard of a charge to attemp another delivery. What was ordered?

callansdad

I agree about the high price items. But in this case we are talking about 2 rolls of loft insulation!

The redelivery charge is buried within their terms and conditions which as usual most folk don’t read until an issue crops up.

I’ve just now emailed and cancelled the order under my 14 day cooling off period.

custardy

callansdad wrote: »

Hi folks,

I was unable to be at home today for a delivery, when the driver called to say he was on his way I asked him to leave the delivery in a safe place but he refused as he MUST have a signature.

They now wish to levy an additional charge of £25 plus vat to redeliver the products.

I checked the which website which has the following statement

The retailer is responsible for goods until they are in your physical possession, in the possession of someone appointed by you to accept them or delivered to your nominated safe place.

I had a look at the actual consumer rights act and I cannot see the bit about ‘nominated safe place’. So my question is can they refuse to leave in a safe place if advised to do so??

Many thanks

Of course they can.
You didnt nominate a safe place at time of order.
So how does the driver prove you told them it was safe.
From experience everyone is cool with leaving parcels wherever until something goes wrong. Then suddenly they change their view.

callansdad

I actually tend to agree with your point. The query was more about the specifics of the legislation given the advice posted on the WHICH website.

The funny thing is when he called and I told him where I was working (17 miles away) he moaned that he had been there an hours before hand and would happily have met me ‘somewhere’ to hand it over. You can bet your bottom dollar he wouldn’t have asked for any ID etc!!

born_again

callansdad wrote: »

I agree about the high price items. But in this case we are talking about 2 rolls of loft insulation!

The redelivery charge is buried within their terms and conditions which as usual most folk don’t read until an issue crops up.

Well it's down to the company you order from, if they want a sig on delivery. Could be they have a lot of scammers saying never delivered.

I would speak to the company about the charge for re delivery. Might make them change couriers if enough people complain.