Guidance on estimated delivery date

cymruchris

Definitely accept it - you don't want the run around for weeks while they try and find it again if you refuse it on the doorstep. They've said they'll collect it - so let them do that - and once it's gone as they've arranged the collection it's their responsibility even if it gets lost. They'll have to claim from their couriers in that instance.

the_lunatic_is_in_my_head

potentialhousebuyer said:

I believe there is an address on the studio website under their returns section for this brand partner and it says returns should be sent to an address which I am kind of reluctant to do because I don’t just want to post something off randomly and also I’d have to cover the postage and ensure it had adequate insurance to the value of over £500 just in case. 

I have never had contact details for them in an email though. 

I went back on live chat and they apologised and I asked if they would organise a collection of the item when it arrived and they said to contact them again when it had arrived and they would. 

They also said the previous advisor advised me incorrectly. 

I have screenshots of all the conversations. 

If they’ll sort the collection that is great as once collected from yourself it should be at their risk for the journey back. 

potentialhousebuyer

Brilliant, thanks! 

I’ll accept it when it arrives and then contact them
to arrange a collection after this. 

potentialhousebuyer

Further update:

The item arrived, and I took it. As advised yesterday, I contacted Studio on live chat, and they apologise again for a second lot of misinformation. They say they need to pass this on to the relevant team, and I will receive a reply within 72 hours. 

I let them know that this was not what I was told yesterday and I will be issuing a complain't. 

I have advised them that someone will need to contact me and arrange a collection date, as I am not always home and live alone due to work commitments. However, the item remains there for them to collect. 

[Deleted User]

What a palaver.

Studio failed to delivery within estimated time frame (this sometimes happens, particularly when coming from third party suppliers)
An item worth over £500 arrives two days late, buyer no longer wants, they also want it collected and returned to supplier at their convenience.
Some have even suggested compensation.

It's easy to see why so many businesses won't retail online...

potentialhousebuyer

[Deleted User] said:

What a palaver.

Studio failed to delivery within estimated time frame (this sometimes happens, particularly when coming from third party suppliers)
An item worth over £500 arrives two days late, buyer no longer wants, they also want it collected and returned to supplier at their convenience.
Some have even suggested compensation.

It's easy to see why so many businesses won't retail online...

Which is totally their choice. 

My choice as I believe I am allowed to do is return an item, which I would prefer to do safely. 

the_lunatic_is_in_my_head

[Deleted User] said:

What a palaver.

Studio failed to delivery within estimated time frame (this sometimes happens, particularly when coming from third party suppliers)
An item worth over £500 arrives two days late, buyer no longer wants, they also want it collected and returned to supplier at their convenience.
Some have even suggested compensation.

It's easy to see why so many businesses won't retail online...

It's worth noting here the terms on Studio's site say acceptance occurs when dispatch takes place, too many large companies want to form a contract upon dispatch but not allow the other party to withdraw their offer before dispatch, which isn't how contract law works, neither is it in compliance with the CCRs.

This is somewhat more complex in this case as the contract isn't with Studio but the brand partner and the site just says the sale is within the terms set by that brand partner so I don't know if said partner sent terms stating when acceptance occurs, I'm not sure when acceptance would occur if it isn't stated, nor am I sure at what point a customer would be deemed to have withdrawn their offer for a partner purchase where customer service is solely through Studio. 

Given how blooming complicated it is compared to walk in shop, pick up thing, pay at till, I'm surprised so many of us shop online!

potentialhousebuyer said:

Further update:

The item arrived, and I took it. As advised yesterday, I contacted Studio on live chat, and they apologise again for a second lot of misinformation. They say they need to pass this on to the relevant team, and I will receive a reply within 72 hours. 

I let them know that this was not what I was told yesterday and I will be issuing a complain't. 

I have advised them that someone will need to contact me and arrange a collection date, as I am not always home and live alone due to work commitments. However, the item remains there for them to collect. 

OP if you need it their complaints process is detailed here:

https://help.studio.co.uk/support/home#folder_80000706654

Hopefully they sort a collection without too much fuss.

potentialhousebuyer

Unfortunately they have insisted that they can’t collect or cover postage so I have just had to pay £12.75 to send the item SD by 1pm to ensure it had adequate insurance. I’ve taken videos and pictures and hoping there are no issues along the way. 

Hoping to draft a letter to Studio today to complain about their lack of cancelling when I asked and their continuous misinformation. 

potentialhousebuyer

the_lunatic_is_in_my_head said:

Hello OP

Studio say your contract is accepted upon dispatch so you can currently withdraw your offer (i.e cancel). 

Do you happen to know where it states about their acceptance of the order as I can’t find it?