Do I have any right on delivery refund?

spark38

Hi all,
Hoping someone can give me something to work with. I recently purchased outdoor furniture for my terrace (access through the flat). I made the order during lockdown and looked specifically for places that would deliver to the room of choice (with given restrictions in place). I have moved house so had other companies happy to do this if I prepared accordingly (windows open, social distanced etc..)

I emailed them to also confirm that the delivery was up 2 flights of stairs and received a response to confirm this was OK. 

Upon delivery (early Saturday morning), I had 2 delivery drivers turn up and refuse to come and delivery to the terrace. They laughed and said they couldnt enter due to covid (no information has been provided to say this otherwise I would have cancelled/rescheduled). I was also told 'well its garden furniture so we'd thought we'd only take it into a garden' despite the address being in central London where even houses dont have side access. They then said I could take it or leave and laughed when I said I was going to try and call the supplier. They then proceeded to 'dump' the large and heavy box on the street for me to deal with (a solo female). 

The supplier's mailbox was full and they were closed over the weekend which left me to unpack the box on the street and bring each part up one by one. 

The supplier has since come back said they have informed customers of the restrictions of deliveries on their website (I cant find this - it only states Wales and Scotland, I live in England) and that they will only refund the assembly. The website does not state that they will not enter properties, it does not state they will not come into flats, it does not state that the government website should be referenced. 

I called first thing on Monday morning following a number of email exchanges which led to the feedback above. I eventually received a phone call from the customer service agent who would not disclose his name. He repeatedly told me that they would refund the delivery charges as the delivery was made - my point being that it was not made as stated when ordered (and no changes were communicated). He then proceeded to tell me it was common knowledge that we were in a lockdown and households could not mix however this is not what their website states nor does it reference the government website. I said they could then collect the furniture (from the terrace) for a full refund to which he proceeded to reel off the disassembly, repackaging and collection costs. Seems they will happily send in people during the pandemic to take these costs of customers. 

As mentioned, he would advise his name and advised that he is under no obligation to do so. Their complaints procedure is emailing the same address as their customer support. No one picks up the phone (I have called 6 times over 3 days). 

Any advice - I'm so frustrated with the situation and annoyed that I spent so much money on this furniture only to be dealt with like that especially when I chose somewhere for a specific delivery service which I feel has been unfulfilled. 

Thanks for reading! Any help is appreciated. 

Carrot007

Sounds like terrible service to me.

During the lockdowns I have a had a Boiler replaced. 2 Carpets fitted and Several items delivered to the room of my choice (and an old one taken away). So whatever their policy is, it is not common knowledge or indeed required. I was in another room or 2 metres away for all of these.

However you really should have made them take it away at the time to make life simpler. I do think they should refund the delivery or at least the difference beetween doorstep and room of choice options.

the_lunatic_is_in_my_head

Unless you paid extra for delivery to a certain location then I don't think there's any right to refund. 

If the contract stated delivery to a certain place and a loss was suffered as a result of an aspect of the contract not being performed correctly then there may have been a claim to make but it sounds like bad service has cost inconvenience rather than a loss.