The Range delivery issues

cateuk

Hi, I feel I’m being backed into a corner and I’m sure I have rights.

I ordered garden furniture to be delivered from The Range. It was due to arrive on the Tuesday between 7am and 7pm. At midday on the Tuesday I received a text to say the goods were delayed and would be with me ‘within days’. I wasn’t happy with the vagueness so rang the landline on the text. They said it was in error and my delivery was 7 stops away, I agreed to call back at 4pm for an update. I called at 4pm to be told my delivery was still on its way. 7pm arrived, no delivery. I emailed them and then called the next day to be told the driver had probably run out of hours and my delivery was due that day (Wednesday), again no delivery despite contacting them for an update to be told it was on it’s way. They then told me it would be delivered Thursday, it wasn’t so at 7pm that day (the 3rd failed day) I emailed to say cancel the order and refund me due to the poor customer service and misleading info/lies I had been told. They agreed to do so via email. 

I returned home this week to find that they had forced a triple locked side gate open and had delivered. They hadn’t even rung my Ring doorbell. I called them to say I was unhappy that they had forced entry and left the goods without my permission. I had been told someone needed to be on the property to sign for the delivery.

The Range then informed me that I am liable for any damage to the three large boxes that have now been left on my property. I told them I don’t believe I am as they were left without permission. I arranged a collection for Friday. They failed to show and collect.

They refuse to refund me until they have the goods. They cannot seem to deliver or collect on time so I have no idea how long the goods will be with me. I don’t want them, the order is cancelled and I want them gone and my refund. I put in an email to them that if they failed to show for the collection that they are liable for any damage. They continue to insist I am liable and any damage will affect my refund.

I’ll never order from The Range or anyone that uses Tuffnells delivery again but I just want this over with.

Do I have any rights please? It’s a lot of money at risk here, about £400 that I can’t afford to lose because they are useless at sticking to their word.

pinkshoes

You cancelled the order after 3 failed deliveries, they delivered anyway, and they then failed to then collect the cancelled order.

You just need to keep the order as safe as you can until they collect. 

How did you pay?

cateuk

pinkshoes said:

You cancelled the order after 3 failed deliveries, they delivered anyway, and they then failed to then collect the cancelled order.

You just need to keep the order as safe as you can until they collect. 

How did you pay?

By debit card online. 

I’m happy it’s cancelled and that’ll they’ll honour the refund. My biggest issue is that the boxes are extremely large, I can’t move them on my own, and I can only do so much to protect them. My concern is that they will deduct money of my refund for damage when they shouldn’t have left the goods in the first place. It’s like they are forcing me to be liable and I don’t trust them to turn up anytime soon. What if I have the items for over a week, I just don’t see that it’s fair that they are forcing me to be liable for damage.

TELLIT01

Assuming you still have the e-mail confirming cancellation of the order, I would write to them (e-mail) saying you do not accept any responsibility for the items as they were delivered after confirmation of cancellation was received.  You want a firm date and time for their collection, plus the cost of repair to your gate.

Ganga

As you wanted them originaly why not call them up and ask if they will sell them to for a discount as they are already delivered.
It will save them a collection fee.

cateuk

TELLIT01 said:

Assuming you still have the e-mail confirming cancellation of the order, I would write to them (e-mail) saying you do not accept any responsibility for the items as they were delivered after confirmation of cancellation was received.  You want a firm date and time for their collection, plus the cost of repair to your gate.

Hi, I have done but will email again now that they have failed to collect (even though I rang twice to confirm the collection was still due) and reiterate that I will not be held liable for any damage seeing as they failed to collect on the agreed date by the agreed time.

cateuk

Ganga said:

As you wanted them originaly why not call them up and ask if they will sell them to for a discount as they are already delivered.
It will save them a collection fee.

Hi, I did consider this however only 3 of the 4 parts have been delivered. The 4th was damaged in transit so I think this is what caused the initial confusion about the delivery. 

I have 3 of the 4 boxes and don’t actually trust them to ever deliver the 4th nor can I take anymore time off to wait in for a delivery - seeing as they are still insisting someone would need to sign for it.

pinkshoes

cateuk said:

pinkshoes said:

You cancelled the order after 3 failed deliveries, they delivered anyway, and they then failed to then collect the cancelled order.

You just need to keep the order as safe as you can until they collect. 

How did you pay?

By debit card online. 

I’m happy it’s cancelled and that’ll they’ll honour the refund. My biggest issue is that the boxes are extremely large, I can’t move them on my own, and I can only do so much to protect them. My concern is that they will deduct money of my refund for damage when they shouldn’t have left the goods in the first place. It’s like they are forcing me to be liable and I don’t trust them to turn up anytime soon. What if I have the items for over a week, I just don’t see that it’s fair that they are forcing me to be liable for damage.

You can't be expected to move the boxes and it isn't your fault they delivered a cancelled order then failed to collect. 

I would WRITE to them again (then phone after you have emailed to confirm they received it) telling them the boxes are their responsibility and they need to collect the ASAP. 

I would also consider contacting your bank to do a chargeback to get a refund if they fail to collect again. This might make them a little more keen to collect!

cateuk

pinkshoes said:

cateuk said:

pinkshoes said:

You cancelled the order after 3 failed deliveries, they delivered anyway, and they then failed to then collect the cancelled order.

You just need to keep the order as safe as you can until they collect. 

How did you pay?

By debit card online. 

I’m happy it’s cancelled and that’ll they’ll honour the refund. My biggest issue is that the boxes are extremely large, I can’t move them on my own, and I can only do so much to protect them. My concern is that they will deduct money of my refund for damage when they shouldn’t have left the goods in the first place. It’s like they are forcing me to be liable and I don’t trust them to turn up anytime soon. What if I have the items for over a week, I just don’t see that it’s fair that they are forcing me to be liable for damage.

You can't be expected to move the boxes and it isn't your fault they delivered a cancelled order then failed to collect. 

I would WRITE to them again (then phone after you have emailed to confirm they received it) telling them the boxes are their responsibility and they need to collect the ASAP. 

I would also consider contacting your bank to do a chargeback to get a refund if they fail to collect again. This might make them a little more keen to collect!

Thank you, I feel better that what you’re saying are my thoughts entirely. 

I have just emailed them to say that they failed to collect on the agreed date by the agreed time stated in their email to me and that I refuse to accept liability for their items forcibly left on my property, without being signed for and after cancellation. 

I have also said I’m contacting my bank and Citizens Advice as they are unnecessarily delaying my refund because they failed to collect.

I have requested this be treated as a formal complaint and that I expect written confirmation of when they will be collecting their property. 

Thanks everyone. Feel a little better now.