Failed delivery by retailer
Discussion
Hopefully somebody might be able to help me, and stop some poor sod having me go garrity on them tomorrow morning.
Long version cut short.
Three week old baby in the house (which might explain why I'm so hacked off with what has been going on)
Washing machine broke on 1st May.
2nd May order new one, agree a delivery date. Three days later an apology as they are out of stock at manufacturer (website stated in stock). Order cancelled and refunded 5 days later.
Order through another retailer the following day. Order made due to the promise of next day delivery and item in stock. Eight days later I call them (I'd been busy at work and actually 5 working days would be more realistic for a delivery time) to inquire where it was. Not in stock can't deliver until 26th May.
Chat to wife, can't wait that long, order cancelled and another machine ordered (more expensive) with an agreed delivery date of 19th May. Debit card then rejected on basis of no refund (although plenty of funds in the account) because it looked like fraud. Called bank, cleared payment and ordered following day but delivery was not available until 22nd May. No offer to price match the cheaper machine even though their mistake.
Today, receive email stating they are unable to deliver 22nd May and that they will be in touch.
I'm not one for compensation claims, the instant something doesn't go my way, but I have explained that time was of the essence due to a new born and 3 year old child in the house. The constant failure to deliver in a reasonable amount of time is beyond frustrating.
If anybody has any words of advice (apart from to keep driving 10 miles to MiL's house to sit and do washing each day) then I would really appreciate it, because somebody somewhere in a customer service call centre is going to have a really bad day tomorrow.
Long version cut short.
Three week old baby in the house (which might explain why I'm so hacked off with what has been going on)
Washing machine broke on 1st May.
2nd May order new one, agree a delivery date. Three days later an apology as they are out of stock at manufacturer (website stated in stock). Order cancelled and refunded 5 days later.
Order through another retailer the following day. Order made due to the promise of next day delivery and item in stock. Eight days later I call them (I'd been busy at work and actually 5 working days would be more realistic for a delivery time) to inquire where it was. Not in stock can't deliver until 26th May.
Chat to wife, can't wait that long, order cancelled and another machine ordered (more expensive) with an agreed delivery date of 19th May. Debit card then rejected on basis of no refund (although plenty of funds in the account) because it looked like fraud. Called bank, cleared payment and ordered following day but delivery was not available until 22nd May. No offer to price match the cheaper machine even though their mistake.
Today, receive email stating they are unable to deliver 22nd May and that they will be in touch.
I'm not one for compensation claims, the instant something doesn't go my way, but I have explained that time was of the essence due to a new born and 3 year old child in the house. The constant failure to deliver in a reasonable amount of time is beyond frustrating.
If anybody has any words of advice (apart from to keep driving 10 miles to MiL's house to sit and do washing each day) then I would really appreciate it, because somebody somewhere in a customer service call centre is going to have a really bad day tomorrow.
In hindsight, I wish I had.
I guess naively that the one you see on the shelf, is not actually the one that gets delivery and that it all comes from a warehouse (much like the web products). It might be that I'm also quite lazy and if I can do it with the click of a mouse button or two, then I wouldn't need to drive 20 miles into town and actually have to talk to a salesperson that will just badger me about extended warranties and added extra's.
There is also a certain amount of, well I've come this far/a fair bit of money already committed. The deciding factor being, that when I called to cancel the last order they gave a guaranteed delivery date.
Tomorrow morning I will be doing just that. But a big bit of my head wants to make a point that customers should not be treated so badly even if the retailer is a major high street brand.
I guess naively that the one you see on the shelf, is not actually the one that gets delivery and that it all comes from a warehouse (much like the web products). It might be that I'm also quite lazy and if I can do it with the click of a mouse button or two, then I wouldn't need to drive 20 miles into town and actually have to talk to a salesperson that will just badger me about extended warranties and added extra's.
There is also a certain amount of, well I've come this far/a fair bit of money already committed. The deciding factor being, that when I called to cancel the last order they gave a guaranteed delivery date.
Tomorrow morning I will be doing just that. But a big bit of my head wants to make a point that customers should not be treated so badly even if the retailer is a major high street brand.
Siscar said:
Big_Dog said:
If you are near a Costco, they have them on the shelf/pallet ready to take away.
Err, how's that going to help? Washing machine, average car...hell, I'm not sure one would go in my range rover and if it did how would I get it out at home?Sadly on line retail is open to the "drop shippers" who dont hold stock and rely on quantity of orders not recommendation. If an item is popular the drop shippers are the last to get any as anyone who genuinely stocks an item gets it first.
As an online electrical retailer myself I would only buy from a shop I can visit and arrange a delivery date - I would pay a small amount extra for this.
As an online electrical retailer myself I would only buy from a shop I can visit and arrange a delivery date - I would pay a small amount extra for this.
standardman said:
I always buy from Boots online appliance store. Second to non in all areas for me.
I would add I had a similar problem with a guitar amp and realised its good to ask if you get an out of stock on one.
Another vote for boots appliances ( and you get boots points).I would add I had a similar problem with a guitar amp and realised its good to ask if you get an out of stock on one.
We were let down hugely by a major high street store ( currently celebrating 150 years), no apologises, nothing. Found out 9.30pm on a friday night that the planned delivery for a washing machine was not going to happen, despite taking the whole day off!
Ordered from Boots at 9.50pm, item was delivered by 12noon saturday. perfect.
Rovinghawk said:
Siscar said:
I'm not sure one would go in my range rover and if it did how would I get it out at home?
I've had a washing machine in a Range Rover, including all the packaging.I managed to get it from the car to the kitchen on my own, so it's definitely possible.
Really? Most of them are damned heavy, 60kg is light, some go up to threaten 100kg. Siscar said:
Err, how's that going to help? Washing machine, average car...hell, I'm not sure one would go in my range rover and if it did how would I get it out at home?
It's not how big you are on the outside that matters...https://www.youtube.com/watch?v=Nf0fDgpATbU
I appreciate it's frustrating but what exactly do you want compo for?
You've been let down due to no stock or no capacity, for which there may be a perfectly good reason
But it's not their fault your existing machine is broken, or that you have to drive 10 miles to do your washing
Maybe I'm biased because I work in logistics and we get compo claims for everything under the sun these days
You've been let down due to no stock or no capacity, for which there may be a perfectly good reason
But it's not their fault your existing machine is broken, or that you have to drive 10 miles to do your washing
Maybe I'm biased because I work in logistics and we get compo claims for everything under the sun these days
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