Goods not delivered - what next?

Si_Clist

On 16th March I placed an order online for three sheets of roofing material, to be delivered to my home address.  Estimated delivery time was 7/14 days, and the total cost was £134.34 made up of £56.43 product, £78.00 shipping and handling (!) and £22.39 VAT.  I paid by credit card,which was debited immediately.

A week later, the order was still showing online as "processing", so I phoned to enquire why.  I was reassured that that was normal, and I should not be concerned.

Long story short, after two more phone calls and three emails, I finally got an assurance that the order would be delivered "Mon-Wed" this week.  The order is still showing as "processing" and it's now obvious that it's not going to be delivered.

I am not a happy bunny.  What should my next move be?

Ganga

Si_Clist said:

On 16th March I placed an order online for three sheets of roofing material, to be delivered to my home address.  Estimated delivery time was 7/14 days, and the total cost was £134.34 made up of £56.43 product, £78.00 shipping and handling (!) and £22.39 VAT.  I paid by credit card,which was debited immediately.

A week later, the order was still showing online as "processing", so I phoned to enquire why.  I was reassured that that was normal, and I should not be concerned.

Long story short, after two more phone calls and three emails, I finally got an assurance that the order would be delivered "Mon-Wed" this week.  The order is still showing as "processing" and it's now obvious that it's not going to be delivered.

I am not a happy bunny.  What should my next move be?

Why will it not be delivered? we are still getting Amazon ,UPS etc in our street delivering so some people are working

Si_Clist

OK, I'll rephrase that.  Delivery was promised "Mon-Wed" this week.  It is now Wednesday.  Assuming that the goods are not here when I wake up tomorrow morning, Thursday, what would your next move be?  They are already past their quoted delivery times, and unless something totally unexpected happens in the next few hours, they have not fulfilled their promise of delivery "Mon - Wed".  At no point have they contacted me to say that delivery will be delayed due to CV or anything else.

ris2015

Perhaps worth another email or phone call on Thursday.
After which your credit card provider is the way forward.
Section 75 of the Consumer Credit Act covers you for a payment over £100 when Your item isn’t delivered but you’ve still been charged.

Si_Clist

ris2015 said:

 ... Section 75 of the Consumer Credit Act covers you for a payment over £100 when Your item isn’t delivered but you’ve still been charged.

Even when the goods themselves cost under £100?  As I said in my OP, it's the delivery charge which took the toal over £100. 

Owain_Moneysaver

An estimated delivery date isn't of the essence of the contract. You probably don't have grounds for complaint until 28 days have passed from the date of order, especially as things are disrupted at the moment. 
Also, who did you order from? It's quite common for "virtual builders merchants" to actually be reseller/affiliates for Jewson etc, and if their usual supplier depot has closed they may be phoning round trying to get someone else to supply, and been let down themselves. 
You could cancel the contract or reject the delivery when it does come, but nothing is going to make your roofing turn up any quicker. 

Mistral001

Let's get this straight.  An item ordered online in is these days of delivery drivers and warehouses being stretched to their limit to deliver food and medical supplies to keep the country going and the OP is complaining that something bought online has missed its delivery date by a few days. 

cranford

A lot of builders merchants have  scaled back their service and are only allowed to supply for essential services only. So only if you have a very good reason for wanting the roofing material then I suggest you stop hassling the supplier and just get your money back.

Si_Clist

cranford said:

... I suggest you stop hassling the supplier and just get your money back.

If only!

When I ordered the goods, there was a notice on the supplier's site saying that despite CV, they were operating normally.  They debited my card upon receipt of order, then kept quiet until after they'd got their supplier to cut the sheets.  Then they promised delivery Mon-Wed this week.  Now they say their supplier has shut the depot, they don't know when I might get the goods, and I can't have my money back because the sheets have already been cut.

I can ill afford to have £135 of my money tied up for an indefinite period not because of CV, but solely because of abysmal communication from the firm I placed the order with.

ris2015

Time to discuss this with your credit card provider.
The Section 75 cover is for over £100 on goods and services, in your instance goods and services with their vat needs to be £100 , question therefore you must try to separate the £78 into services (handling) and shipping which will not count towards the £100.   If Section 75 does not work for you then request a chargeback due to failure to supply the goods which will apply to the full total amount. Chargeback is not a legal right but nevertheless it is written into the terms and conditions that both you and the supplier signed up to. Once chargeback is actioned the supplier can challenge it, so good luck.

robatwork

Which company was this from? I would like to check their website for Ts&Cs