Reply to: Compensation for waiting for goods

[KittyCat]

Actually it happened to me with a new sofa & it was just before xmas few years back.

I had sold my old one so had none - & was truly fuming - also I bought a LOT from the retailer over the years.

When I rang about non-delivery I found out they'd buggered up the whole order - I'd paid 20% deposit in store on account & the rest was 6 mths payments which had'nt been processed on the system so hence no delivery.

My sob story of no sofa at Xmas & speaking v.nicely worked & the v.nice lady said she would sort it out - my sofa was delivered the next week - also as the nice lady obviously done 'something' on the system to get delivery pushed thru I never got any final bill or payment terms - so I got a 2k+ sofa for 20%.

Never did complain further - was too comfy on my new sofa.

[KittyCat]

SOCKIE ALERT

It's a joke - referring to my situ

[SueEllen]

ha ha maybe you should read the t&c's when you ordered - especially the tiny print with a magnifying glass - you'll prob find they 'if, the supplier and their suppliers reasonably decide, not to deliver without noticie or refund or compensation' then they can'

It's worth at least reporting them to Trading Standards as it's likely to be an unfair consumer term.


Consumers have a lot more rights with businesses then businesses have with each other, due to the fact consumer tend to be the weaker party.

And trading standards do sometimes prosecute but loads of people have to complain.

[RobertRice]

ha ha maybe you should read the t&c's when you ordered - especially the tiny print with a magnifying glass - you'll prob find they 'if, the supplier and their suppliers reasonably decide, not to deliver without noticie or refund or compensation' then they can'

let me know how you get on tho

SOCKIE ALERT

[KittyCat]

Do you claim for all this after you have resolved the issue or do you have to refuse delivery of the item until it appears? While they have your money and you have no goods you are in a position of power. Once delivered you are relying on pure goodwill until I threaten them with the costs of my day in?

Guess this is one of those things that once delivered it will get forgotten about but blood is boiling at moment.

Maybe I should drop KittyCat a pm.....

ha ha maybe you should read the t&c's when you ordered - especially the tiny print with a magnifying glass - you'll prob find they 'if, the supplier and their suppliers reasonably decide, not to deliver without noticie or refund or compensation' then they can'

let me know how you get on tho

[northernladuk]

Someone mentioned MSE forums already, but they have an official section, pushed in this week's email newsletter:

Failed Delivery - Fight Back: "If I waste a day, you'll pay" ...
HTH

Nice find. I am going to push this one just to see what happens. In the past I have been swayed by a call back from someone that knows how to deal with upset customers but this particular company have failed at every turn possible. In four tense calls I haven't even had a sorry yet so gonna try giving them both barrells through sheer bloody mindedness.

Not sure I can get over the first hurdle though...

Always be firm but polite. Being rude won't help, and it certainly isn't fair to the person you're calling. Try something like this (key legal phrases to use are in red):

Bugger.....

[psychocandy]

Has anyone any idea if it is possible to charge a supplier for time when you are waiting in for goods and they don't deliver? Obviously we charge by the day so lose revenue when delivers fail to turn up an number of times

Obviously there is a background to this and have been messed about something shocking by a large high street bedding company and am seriously hacked off they can do this so thought I would look in to my options.

Has anyone had money back for free goods from these companies?

Failed Delivery - Fight Back: "If I waste a day, you'll pay" ...

Dont say I'm not nice to you NLUK....

(d000hg beat me to it by 1 minute!!!)

[d000hg]

Someone mentioned MSE forums already, but they have an official section, pushed in this week's email newsletter:

Failed Delivery - Fight Back: "If I waste a day, you'll pay" ...

No-show delivery — fight back
"If I have to waste a day, you have to pay".
A whopping 7m people a year take unpaid leave to wait for deliveries or installations, so when they fail to, errr, deliver, it can make you weep. We've launched a Failed Delivery Compensation campaign to fight back & push them to improve practices. Here's a taster...

1. Your relationship's with the retailer not the courier. By law, buy goods and you've entered into a contract with the retailer. If it's arranging delivery then this is part of that contract, so all complaints should go directly to the seller (unless you hired the courier separately).
2. If you took another day off you should be paid for it. It might seem strange, but in law you can't claim compensation for the original no-show as you were taking that day off work anyway. But if you then need take ANOTHER day (or morning/hour) off for a new delivery, by law, this is a consequential loss and you could be due the day's pay back.
3. Free template letter to fight your corner. While your legal rights can only truly be enforced in court, just knowing and quoting them boosts your complaint's strength. To help, the Failed Delivery Compensation guide includes template letters, what to say on the phone and more, to help you take on the retail beasts.

HTH

[northernladuk]

Personally I think unless they promised a specific timeline, the answer is NO. You can complain and ask obviously.

Other than AYSYCOFT (are you sure you're cut out for this)

Already done, KUATB

I suggest you ask on UK Business Forums - the UK's most active help and advice forum for owners, managers and entrepreneurs of small businesses and startups. because what would a bunch of disguised employees know about real business. I'm on there but under a different name.

It's not really a business question. Aimed more at people that are on daily rates who have had consumer problems before really.

[Support Monkey]

Ive been messed about by a bed company in the past and I called their head office and they sent some vouchers to use in the store. Which we used to buy new bedding.

I know of someone that got messed about by John lewis and they just offered a one off payment of £100 plus a refund of the delivery.

I know a kitchen fitter who worked for John Lewis and they sold a kitchen to a fella who was having it fitted by someone else not JL, who then proceded to lash this kitchen up, the fella in question was only back in the shop picking up a couple of bits and just happened to mention to one of the sales staff (he was not complaining) what a nightmare he had with his kitchen fitter and the mess he was left with, so JL sent 2 of their fitters round who completely removed the kitchen reinstalled it and replaced any broken/lashed up parts all free of charge.

Now thats customer service.

[Spacecadet]

Has anyone any idea if it is possible to charge a supplier for time when you are waiting in for goods and they don't deliver? Obviously we charge by the day so lose revenue when delivers fail to turn up an number of times

Obviously there is a background to this and have been messed about something shocking by a large high street bedding company and am seriously hacked off they can do this so thought I would look in to my options.

Has anyone had money back for free goods from these companies?

Have you checked the delivery contract? there may be (day) substitution clauses

[d000hg]

Has anyone any idea if it is possible to charge a supplier for time when you are waiting in for goods and they don't deliver? Obviously we charge by the day so lose revenue when delivers fail to turn up an number of times

Obviously there is a background to this and have been messed about something shocking by a large high street bedding company and am seriously hacked off they can do this so thought I would look in to my options.

Has anyone had money back for free goods from these companies?

Personally I think unless they promised a specific timeline, the answer is NO. You can complain and ask obviously.

Other than AYSYCOFT (are you sure you're cut out for this), I suggest you ask on UK Business Forums - the UK's most active help and advice forum for owners, managers and entrepreneurs of small businesses and startups. because what would a bunch of disguised employees know about real business. I'm on there but under a different name.

[Wary]

So you may has well post it here first for the same response

[Support Monkey]

Try putting a post on the appropriate forum on Martin’s Money Tips. These kind of consumer rights questions frequently get asked, and you’re likely to get responses from people who know what they’re talking about (and plenty from people who like to think that they do but don’t!).Link: Consumer Rights - MoneySavingExpert.com Forums

So you may has well post it here first for the same response

[northernladuk]

Do you claim for all this after you have resolved the issue or do you have to refuse delivery of the item until it appears? While they have your money and you have no goods you are in a position of power. Once delivered you are relying on pure goodwill until I threaten them with the costs of my day in?

Guess this is one of those things that once delivered it will get forgotten about but blood is boiling at moment.

Maybe I should drop KittyCat a pm.....