Primrose Farce with only half a Veranda.

Bigmal

I ordered this item in your sale on 18th April, I had an email confirmation of the order, and a day later had another email saying because of Easter things would be delayed a further 1-2 days on top of the 1-2 days delivery as quoted on the web page.

The tracking showed the item was with DX on 25/04/2022 for overnight delivery, so I arranged for hired help to erect it on the 26th. This never happened so I had to send workmen away, I then contacted Primrose via web chat and Carlos looked into it he and apologised and would contact DX to get me a delivery time, he emailed me the next day and gave me a delivery date of the 29th so I re-booked the workman for the 29th which came and went with no delivery.

I then contacted DX and talked to Kayleigh and was told she would make sure the delivery was scheduled for the 3rd May. She also rang me on the morning saying my order was on the lorry for delivery.

The lorry arrived at lunchtime and a box was delivered I pointed out that that there was supposed to be 2 boxes which was stated on the DX website and on the delivery label on box said 1 of 2 packages, the driver got on the phone while walking back to check the lorry and then returned saying the other box was on another lorry but it would be delivered that afternoon, so the team started to assemble the bits that had come.

By late afternoon everybody was sitting around waiting for the other box so I rang DX and was told there was only ever one box I queried this as it said two boxes on their shipment view and all the other mail from DX plus the delivery label on the box delivered DX was adamant that only one box ever existed. So basically the delivery driver lied to me. 

I then rang Primrose only to be told box 2 is out of stock.This box contains all the roof panels and fixings some of which are needed to complete the main frame in box 1. We would never have unpacked the box and started assembly if the rest wasn’t coming that day.

I have contacted Primrose a couple of times and have been promised callbacks, which have never happened. In view of this catalog of errors and costs I have already incurred paying standing time for the hired help,I request a full refund and collection of the bits I have ASAP.

I await your urgent response.

This was my letter to primrose, they have now replied saying repack items and we will collect for full refund, they are supposed to be coming tomorrow!

Its a shame that this item was in the Easter sale for £860 pounds down from £1500, it said nowhere it was for half a veranda and will now have to purchase at full price when they have all of it in stock which they could not give me a date.

Where do I stand with this company? 

Aylesbury_Duck

On the veranda?  But have an umbrella handy.

You're entitled to a full refund and you can pursue them for the costs you've incurred.

shiraz99

You stand with the goods being collected and a full refund to put you back in the position you were in before the order. You're entitled to nothing more.

Ergates

Bigmal said:

Its a shame that this item was in the Easter sale for £860 pounds down from £1500, it said nowhere it was for half a veranda and will now have to purchase at full price when they have all of it in stock which they could not give me a date.

Where do I stand with this company? 

It wouldn't have said anywhere it was for half a veranda because wasn't the intention - it was a stocking error.  

The should collect the goods and give you a full refund (including delivery) - which sounds like what they intend to do.

You won't have a case for anything else - there is no argument for "lost opportunity" when the opportunity was with them and they didn't have the item in stock anyway.