Practical advice on checking & refusing furniture delivery?

CupofTea22

I understand the general rights around refusing delivery, and rights on damaged or missing goods - BUT what's the best way to manage it on a practical level?

The situation here is that we are due a furniture delivery in a few weeks. There are extensive reviews on Trustpilot saying furniture is delivered with pieces missing, or some minor damage.  Plus issues on getting a refund (another issue..). As it's furniture trying to return anything will be expensive (and we would have to pay, then get refunded) or waiting for them to organise a pickup would take many weeks probably.

If we presume the worst, I would like to properly inspect all the furniture when it arrives, before 'accepting', and if anything is wrong/missing I want them to take the whole delivery back for an immediate refund.  Is this practical? Ie can I make them wait while I inspect the furniture? What is they just leave it on my driveway, can I contact them to say I am refusing delivery, and it is then their responsibility for it being left?

Okell

CupofTea22 said:

I understand the general rights around refusing delivery, and rights on damaged or missing goods - BUT what's the best way to manage it on a practical level?

The situation here is that we are due a furniture delivery in a few weeks. There are extensive reviews on Trustpilot saying furniture is delivered with pieces missing, or some minor damage.  Plus issues on getting a refund (another issue..). As it's furniture trying to return anything will be expensive (and we would have to pay, then get refunded) or waiting for them to organise a pickup would take many weeks probably.

If we presume the worst, I would like to properly inspect all the furniture when it arrives, before 'accepting', and if anything is wrong/missing I want them to take the whole delivery back for an immediate refund.  Is this practical? Ie can I make them wait while I inspect the furniture? What is they just leave it on my driveway, can I contact them to say I am refusing delivery, and it is then their responsibility for it being left?

You ask an interesting question.

We often have posters here talking about "refusing delivery" but I am by no means certain what legal (or practical) right a consumer has to refuse delivery of goods they've already ordered.

It's not covered under the CRA or the CCRs.

There may be some common law right but I'd have no idea how you exercise it in practice

Depending on what the seller's T&Cs say, you might be able to withdraw your offer to buy before a contract is formed.  (Many if not most T&Cs say a contract is formed only on dispatch of the goods, so up to that point - in theory - you could withdraw your offer)

Grumpy_chap

CupofTea22 said:

There are extensive reviews on Trustpilot saying furniture is delivered with pieces missing, or some minor damage.  Plus issues on getting a refund (another issue..). 

What was the advantage of ordering this furniture from this supplier with this poor reputation?

The time to ask this question and understand what your actions would be when the poor reputation is fulfilled would have been prior to placing the order.
If you indeed took all that inconvenience on board, I can only assume that the price still remained attractive enough to warrant this purchase from this supplier rather.

Aylesbury_Duck

Bear in mind that reviews are often skewed, because people with problems are more likely to write a review than those having no problems.  What you're seeing could represent a tiny minority of their sales.

elsien

Any Evri etc (othercourier services are available) delivery driver is not going to hang around waiting for you to check anything. They are paid per delivery, not the length of time it takes them.
Waiting for you to unpack everything, check it pack it back up again and then take it back without any proof that they’ve done so, is simply not going to happen.

born_again

CupofTea22 said:

I understand the general rights around refusing delivery, and rights on damaged or missing goods - BUT what's the best way to manage it on a practical level?

 Ie can I make them wait while I inspect the furniture? What is they just leave it on my driveway, can I contact them to say I am refusing delivery, and it is then their responsibility for it being left?

Joking aside. Ask driver if they would like a drink/comfort break while you check. Odd on a YES... Slim to non 🤷‍♀️

Good luck making a delivery driver wait... Given the pressure they are under to get their deliveries finished in time.

p00hsticks

elsien said:

Any Evri etc (othercourier services are available) delivery driver is not going to hang around waiting for you to check anything. They are paid per delivery, not the length of time it takes them.
Waiting for you to unpack everything, check it pack it back up again and then take it back without any proof that they’ve done so, is simply not going to happen.

I agree. I suggest that the first thing to do is to establish whether the retailers have their own delivery service or they are reliant on an outside courier company. The former might be prepared to wait, I very much doubt the latter would be. 

Assuming we are talking a UK company here, there should be some sort of returns policy specified on their website. 

CupofTea22

elsien said:

Any Evri etc (othercourier services are available) delivery driver is not going to hang around waiting for you to check anything. They are paid per delivery, not the length of time it takes them.
Waiting for you to unpack everything, check it pack it back up again and then take it back without any proof that they’ve done so, is simply not going to happen.

It's their own logistics company so it wouldn't be a problem to take it back with them, it's just a question of my right to inspect goods before 'accepting' I guess.

CupofTea22

born_again said:

CupofTea22 said:

I understand the general rights around refusing delivery, and rights on damaged or missing goods - BUT what's the best way to manage it on a practical level?

 Ie can I make them wait while I inspect the furniture? What is they just leave it on my driveway, can I contact them to say I am refusing delivery, and it is then their responsibility for it being left?

Joking aside. Ask driver if they would like a drink/comfort break while you check. Odd on a YES... Slim to non 🤷‍♀️

Good luck making a delivery driver wait... Given the pressure they are under to get their deliveries finished in time.

Yes, I was thinking about offering a coffee for sure!  Plus you'd hope at least they'd have a list of what's on the delivery that I can match to our order which would be a start.

the_lunatic_is_in_my_head

Okell said:

CupofTea22 said:

I understand the general rights around refusing delivery, and rights on damaged or missing goods - BUT what's the best way to manage it on a practical level?

The situation here is that we are due a furniture delivery in a few weeks. There are extensive reviews on Trustpilot saying furniture is delivered with pieces missing, or some minor damage.  Plus issues on getting a refund (another issue..). As it's furniture trying to return anything will be expensive (and we would have to pay, then get refunded) or waiting for them to organise a pickup would take many weeks probably.

If we presume the worst, I would like to properly inspect all the furniture when it arrives, before 'accepting', and if anything is wrong/missing I want them to take the whole delivery back for an immediate refund.  Is this practical? Ie can I make them wait while I inspect the furniture? What is they just leave it on my driveway, can I contact them to say I am refusing delivery, and it is then their responsibility for it being left?

You ask an interesting question.

We often have posters here talking about "refusing delivery" but I am by no means certain what legal (or practical) right a consumer has to refuse delivery of goods they've already ordered.

EU guidance stipulates risk has not passed where delivery is refused. 🙂 Of course we aren’t in the EU these days but as our legislation comes from the EU directives it’s a good source to articulate a position. 

That said OP wanted to inspect then refuse which is effectively short term right to reject.

Easiest answer is to pay on credit and have S75 cover.

Failing that @born_again if a buyer refuses delivery can they still perform a chargeback for non-receipt? 

In terms of asking them to wait, whilst you shouldn’t have to, if they say no a £20 note is a magical thing.

OP where did you buy from? 

born_again

the_lunatic_is_in_my_head said:

Failing that @born_again if a buyer refuses delivery can they still perform a chargeback for non-receipt? 

In terms of asking them to wait, whilst you shouldn’t have to, if they say no a £20 note is a magical thing.

OP where did you buy from? 

In a word NO.

Company can reject claim on basis delivery was refused.
Would be same under S75. As it would be consumer breech, not retailer.