Robert Dyas

kittenmittens · 2 July 2024 at 4:58PM

Ordered a £330 garden sofa on the 6/6/24, delivery section of the page said delivery would be fulfilled by 13/6/24. Box 2 of 2 was delivered fine. Box 1 of 2 has not made it to delivering courier. Have corresponded with Robert Dyas and the delivering courier (who confirm that box 1 of 2 has not been delivered). Robert Dyas said on 19/6/24 to allow 48 working hours for supplier to fulfil delivery of box 1 of 2. Delivery courier still have not received shipment on the 02/07/24. Called Robert Dyas again today to request update and when they've said yet again they do not know when the delivery will be fulfilled because their supplier takes 48 working hours to respond? so may not have an update until into next week, we have requested compensation and they have said that they cannot supply any compensation as it is the suppliers issue and will be asking them for compensation? I'm not sure of my rights in this instance and thought that by paying Robert Dyas, and trusting the delivery section on their website they would be therefore liable as it is their company that has stated this? This is getting super frustrating and I am at a huge loss and was hoping that someone with some knowledge of consumer rights could point me in the right direction or provide some advice on what I would be entitled to.

Alderbank · 2 July 2024 at 5:09PM

kittenmittens said:

Ordered a £330 garden sofa on the 6/6/24, delivery section of the page said delivery would be fulfilled by 13/6/24. Box 2 of 2 was delivered fine. Box 1 of 2 has not made it to delivering courier. Have corresponded with Robert Dyas and the delivering courier (who confirm that box 1 of 2 has not been delivered). Robert Dyas said on 19/6/24 to allow 48 working hours for supplier to fulfil delivery of box 1 of 2. Delivery courier still have not received shipment on the 02/07/24. Called Robert Dyas again today to request update and when they've said yet again they do not know when the delivery will be fulfilled because their supplier takes 48 working hours to respond? so may not have an update until into next week, we have requested compensation and they have said that they cannot supply any compensation as it is the suppliers issue and will be asking them for compensation? I'm not sure of my rights in this instance and thought that by paying Robert Dyas, and trusting the delivery section on their website they would be therefore liable as it is their company that has stated this? This is getting super frustrating and I am at a huge loss and was hoping that someone with some knowledge of consumer rights could point me in the right direction or provide some advice on what I would be entitled to.

Welcome to the forum.

You say you have requested compensation, presumably to reimburse you for that huge loss you have suffered.

What is that loss in ££ and how have you calculated it?

ETA:

Since they have failed to deliver as agreed more than once, you might look to cancel then re-order when they have items in stock and can guarantee delivery at agreed time
We are now in July, anytime soon they will be discounting garden furniture because the peak season is over.

kittenmittens · 2 July 2024 at 5:28PM

Hello Alderbank, many thanks for your reply

!!
When i say I'm at a huge loss i just mean that I've spent £330 on a product (which is a huge amount of money to me) for a product and the company has no idea when this will be delivered and that seems crazy to me as if we may never receive the product. When i say i requested compensation it was mentioned on the phone call as "Will we be compensated for this as the delivery should have happened weeks ago". Its more so the inconvenience and time loss rather than monetary losses from the late delivery at this point as if i would have known that the product wouldn't be delivered by the date stated I would have sought other options that would have arrived more promptly. I would ideally like to request a refund of the product so that I have the option of choosing a more reliable option that will actually be delivered. I'm unsure at this point if I'm going to receive the product in its entirety and its becoming super frustrating as I've spent my hard earned money on the product for it to not be delivered when stated.

kittenmittens · 2 July 2024 at 5:32PM

just to add, since i have half the shipment and it has been taken out the box (due to error thinking that it was the one box, and then when we came to assemble half of the bits were missing

- then my partner who hates mess discarded the box

) - would we still be able to request refund and cancel the remaining shipment? or are we stuck now waiting for the other half to potentially never arrive

the_lunatic_is_in_my_head · 2 July 2024 at 6:22PM

Hello OP

Under delivery of goods:

https://www.legislation.gov.uk/ukpga/2015/15/section/28

You'd be entitled to treat the contract at an end for a full refund after giving them a second reasonable timeframe for delivery and them failing to meet that also.

However I think this might fall under delivery of wrong quantity:

https://www.legislation.gov.uk/ukpga/2015/15/section/25

Giving you the right to reject what you have received, that does come with a caveat which the guidance notes explain as "This section only entitles the consumer to reject goods: rules of contract law will determine whether or not the contract can be treated as at an end. This reflects the existing position under the SGA." which I don't really understand but in either event opening the box you have doesn't affect your rights under either section in my view.

Have you asked to get a refund?

They have a separate section for "For Products Delivered by our Approved Suppliers, it's unclear whether they offer a marketplace like B&Q in which case you might have a contract with their supplier but if they are just talking about normal orders and the supplier ships to you rather than them, then you, their supplier's problems are not yours