Ordered log cabin, now cannot get through to company

McDougal44

I have been fortunate enough to be able to work from home during lockdown and the business has decided that we can stay working from home which suits me!

As a result we decided to sort the garden and bought a log cabin. After a lot of research we found a company local-ish (90 mins away) who were very helpful over the phone and had very good reviews and recommendations spanning back over 30 years and as a result we ordered from them (2nd June). A deposit was paid for roughly 1/3rd of the total cost with the balance 1 week before the estimated delivery date (originally 10th August). The company were honest in explaining prior to ordering they do not make the cabins, they order them in, so a broker which we are fine with. We asked that a delivery not be made in July due to not having room to store everything.
I chased up when they would like payment and to see if there was an update at the start of July with the possibility of bringing the order forward at all as space was now available and received the following response:
Thank you for your email

I don't think these cabins arrive until the end of July but if they do
we will certainly do what we can.

Since then, the company have disabled incoming phone calls, claiming they are unable to cope with the number of calls. This would make sense if they are a broker and having to then contact various suppliers for an update to an order. They direct you to a contact us form on their website which states 2-4 working day response for simple questions.

I have contacted them twice on the website and twice by reply to the email I received and yet have not heard anything. Reviews of the company on Google & Trustpilot indicate that people are recieving orders but they too are frustrated at the decision to stop customer service but continue to allow new customers to order products.
The cabin ordered is now showing as an in stock item and is available for next day delivery (so they claim).

I am trying to see what actions I would be able to take in the event that they do not deliver on 10th August, the delivery date, provided they have not contacted me to arrange delivery and take final payment. The original deposit was made on a credit card.
I haven't named the company as unsure if this would break forum rules but happy to if allowed.

Edit: to accommodate the cabin we have spent a similar sum to prepare the garden and build a base suitable-  so it is rather infuriating that everything else has been done and we are just waiting for the main item to arrive!

TELLIT01

Would you be able to drive to their premises?  Far from ideal but at least you would be able to see if they are still operating.

McDougal44

TELLIT01 said:

Would you be able to drive to their premises?  Far from ideal but at least you would be able to see if they are still operating.

They do appear to be operating and delivering to some extent assuming that the latest reviews are genuine. I was contemplating driving there later this week to see if that would work.

GDB2222

You have paid by credit card, so you are protected if they go bust. Not that they will go bust, as business is probably blooming. This sounds like a typical case of a company over trading. At the moment, you seem to be worrying too much, as the planned delivery date is still a few days away. 

In any case there is nothing you can do about it as any other company in this business is likely to be equally inundated with work. So if you stop dealing  with them you will go back to the end of the queue with a different company.  

TELLIT01

McDougal44 said:

TELLIT01 said:

Would you be able to drive to their premises?  Far from ideal but at least you would be able to see if they are still operating.

They do appear to be operating and delivering to some extent assuming that the latest reviews are genuine. I was contemplating driving there later this week to see if that would work.

I think the trip would be worth while if only to put your mind at rest.

McDougal44

TELLIT01 said:

McDougal44 said:

TELLIT01 said:

Would you be able to drive to their premises?  Far from ideal but at least you would be able to see if they are still operating.

They do appear to be operating and delivering to some extent assuming that the latest reviews are genuine. I was contemplating driving there later this week to see if that would work.

I think the trip would be worth while if only to put your mind at rest.

As I got in the car yesterday they emailed to say apologies for the delay, they are expecting the delivery to be around 1 week late which, given how busy I suspect they have been, is fine with me.