I ordered an item on the internet. The company sent me a despatch note yesterday saying that the item had been sent by Royal Mail Special Delivery and it would be with me before 1PM today, and a signature would be needed. I took the morning off work to wait for it. Guess what? It never arrived.
Said company now tells me that it was sent Recorded Delivery and there's no guarantee when I'll get it. They refuse to refund postage costs - not company policy. All they say is that I'll just have to stay at home till it's delivered or it will be returned to them. They will then refund the cost of the goods, but not the postage.
Where do I stand? I've paid for a service that I've not received. I've taken a morning off work for nothing. And company are sticking a metaphorical two fingers at me. I can't visit them, they are in Lunnun and I'm in the frozen north.
Any advice from the STW massive?
Have you any evidence that it was supposed to be special delivery rather than recorded?
I would cancel it and get my money back including the postage if you have really taken the hump.
Google for "distance selling regulations" for the rules
Recorded delivery if undelivered will go back to the Post office sorting office for a few days before being returned and you can collect it from there
Did you pay extra for the Special Delivery?
It won't be returned immediately to them will it? Yuo could always pick it up from the sorting office. I know it's not ideal depending on what it is, hours of work, location etc but at least you'd have it.
The delivery, if you actually paid for Special Delivery when you bought it (ie you selected it as an option) then you would be entitled to a refund of at least the postage cost (or the increase over the cost of standard delivery). If you didn't select it then it's a bit tricky as you can't get a refund for something you didn't pay for.
The big issue I would have here, apart from the consumer law, is the attitude if the company. I wouldn't want anything from this company if they treated me like that from the beginning. What will their attitude be if you got a problem with your purchase?
I was given no choice as to postage methods. I was told what the costs would be, take it or leave it. On the basis that items from Lunnun and of this nature are likely to go walkabout I realised why this method was being chosen. Their delivery note states that "Royal Mail Special' delivery and will normally arrive next day before 13:00pm." was used, hence why I waited in.
Name & Shame.
"and will normally arrive next day before 13:00pm"
So not guaranteed then?
I'm a bit confused with the return the goods and get a refund bit. Normally if it's recorded / special then they'll just leave a delivery note and keep it at the depot.
Royal mail always retain the item at the locel sorting office dont they?
CK: for a couple of weeks at most...
Couple of weeks is surely sufficient for the OP to get their product, and continue the arguing for their postage back should they see fit?
If you're waiting for any compensation I think you'll be waiting a long time. For nothing.
Think the 'gotcha' is 'normally arrives before 1pm'.
Think it's one to take on the chin, and not use that company again.
Think it's one to take on the chin, and not use that company again.
We're having a long e-mail conversation at present. I threatened to send an invoice for a morning's work - £100 - and use Small Claims to recover it. That really started them thinking, but they don't know that I won't do it. Seems like I'm moving up the heirachy at their end.
Realistically I won't get anywhere, but their service is poor, and I'm giving them a bit of a run around which I'll settle for.
Postie here is good, and will deliver to next door if I leave a note (Don't tell RM though!)