Just how helpful do I need to be?

liney

On the 26th December 2020 I ordered a set of weights from an online company. They were due to arrive in 3 days. Eventually, on the 18th January 2021, 2 boxes arrived but they contacted me to say the courier had lost the third box, and could I photograph what I had received and they would send the missing items. This then turned into 'We can't resend your items until we have pursued it with the courier/the courier is at fault and need to find your missing items.' After two more weeks, of endless emails and a phone line that cuts you off before letting you speak to an advisor, I reported my issue to Paypal, who this week decided to refund the full amount to my account. 

This morning, I have a voice mail from the company who want me to contact them so they can tell me when the courier is coming to collect the first two boxes. 

Now, I know I have now been refunded, but it's infuriated me that they are so quick to arrange a collection when 7 weeks on they still haven't managed to arrange a full delivery of the items I ordered. Also, I am not prepared to pay to return anything, nor take time off work to  wait in for a  'collection slot.'  I already wasted a day's holiday on the origional delivery date that didn't happen.

Am I being unreasonable? What is standard procedure? Can I say, you can collect before 10am on Saturday the something?

2021BJ

You're probably being unreasonable if you can manage more than just 10 AM on Saturday morning.  If you genuinely are not available at any other time then that's all you can do.

Otherwise just tell them the times that you will actually be at home to hand the items over.

pinkshoes

Just say you are unable to take time off work so you will need a 4 hour collection slot on a saturday, or written permission that they do not mind the boxes being left outside the front door for collection.

theonlywayisup

If you want a collection from work, then so be it.  But what you can't do is be unreasonable.  They have 6 years to pursue this so best get it sorted. 

Covid has placed undue pressure on both customer and retailer alike.  Give them some slack, don't be obstructive.  

liney

As it’s half a set of weights, I will not be taking them to work with the me, and nor would I be allowed to conduct my private affairs from work anyway. 

The company have gone out of their way to not provide me with the rest of the order, despite admitting items are in their warehouse. They will certainly be insured for loss of items through the courier and will come out  of this ‘in pocket.’

Due to my unwillingness to waste more annual leave, or more of my leisure time on this company, I asked what my rights were, not to be insulted. I guess I’ll ring Citizens Advice, who are capable of answering a question without nastiness. 

I don’t know about you, but a day’s annual leave is worth more than £170, and on the basis they have repeatedly failed to deliver the items I’ve no reason to believe they would actually arrive as promised to collect. 

George_Michael

Simply make an arrangement for the courier to call at a time that is convenient to you and make sure that you are in with the package ready to be collected.
If they don't turn up, stick the box in a cupboard or shed (making sure that it's safe and won't get damaged) and then just wait for the seller to get in contact again.

Provided that you can show that you've made a reasonable effort to help get the goods back to the seller and they failed to collect them, you've done what is legally required of you.

liney

George_Michael said:

Simply make an arrangement for the courier to call at a time that is convenient to you and make sure that you are in with the package ready to be collected.
If they don't turn up, stick the box in a cupboard or shed (making sure that it's safe and won't get damaged) and then just wait for the seller to get in contact again.

Provided that you can show that you've made a reasonable effort to help get the goods back to the seller and they failed to collect them, you've done what is legally required of you.

Thank you. 

theonlywayisup

liney said:

 I asked what my rights were, not to be insulted. 

You have been told what your rights are (and also what theirs are).  

You also asked:

liney said:

Am I being unreasonable? 

And I can see you have had responses to that question too.  Perhaps you didn't agree with the responses?  But then it would beg the question, why ask?

born_again

Does the courier not have drop off/pick up points? So you could simply drop the package off there and it makes no difference that you can only manage a 2 hour window on a weekend for pick up.
Just wonder what you are doing for the rest of the day, given current lockdown though.

liney

theonlywayisup said:

liney said:

 I asked what my rights were, not to be insulted. 

You have been told what your rights are (and also what theirs are).  

You also asked:

liney said:

Am I being unreasonable? 

And I can see you have had responses to that question too.  Perhaps you didn't agree with the responses?  But then it would beg the question, why ask?

I expect a civil answer without resorting to name calling. If people can’t manage that, then maybe they should not offer their advice. 

As for,’What am I doing?’ Working. Just because it’s lockdown doesn’t mean many, many people aren’t at work as normal and working long hours. But thank you for your concern. 

Gavin83

liney said:

theonlywayisup said:

liney said:

 I asked what my rights were, not to be insulted. 

You have been told what your rights are (and also what theirs are).  

You also asked:

liney said:

Am I being unreasonable? 

And I can see you have had responses to that question too.  Perhaps you didn't agree with the responses?  But then it would beg the question, why ask?

I expect a civil answer without resorting to name calling. If people can’t manage that, then maybe they should not offer their advice. 

As for,’What am I doing?’ Working. Just because it’s lockdown doesn’t mean many, many people aren’t at work as normal and working long hours. But thank you for your concern. 

You’re working weekends too?

Ultimately this is fairly simple. Just tell them when you’re at home and then they know when they can come and collect. If you’re working that’s fine but they’ll still be times when you’re at home.

You asked about rights. You have a right to not be out of pocket or seriously inconvenienced in order to return these. The retailer has a right to collect the goods and a fair timeframe to do this.