[Missdetermination]

Hi everyone hope you can help??

I purchased an item yesterday (thursday) at 1.13pm from a website that advertises:

"Our Standard posting is Next working day delivery for orders before 2pm. Saturday deliveries are available on request but unfortunately the carrier charges a surcharge".

I had to pop out this morning for 5 minutes to drop my car off at the garage but left a note for expected delivery....anyhow at 11.00 I thougt i'd better check to see if the parcel was despatched, due to the standard confirmation email that stated "
The standard delivery service is next working day. As we now work in the electronic world its not always easy to distinguish when a day starts and when it ends. We cannot guarantee that your order will be dispatched on the same day as you push the button! As a guide orders placed before 2pm are normally received and then shipped that day. After 2pm then it is likely to be dispatched on the next working day."

Hence I understand that delays happen and perhaps it would be despatched today for Saturday delivery if not already on its way...(I really want this item for Sunday and only purchased from this website based on next day delivery advertised on the website!)...anyhow I called and was told that they had not received the order....they have had work done on emails/secure hosting and had only been aware of my order once I had called...now it was too late to get the order to me for sunday!

He suggested he could a: send for Monday, B: cancel the order, or C: send though the carrier and I go and collect myself tomorrow from the depot IF the carrier would allow this, ( Ihave paid over £8.00 for delivery!!!).

Now non of this is my fault and when I suggested the sat delivery (as per the website) he said it was too expensive to send!! I even offered to pay a little extra (another £10.00 on top of the £8.00, but would like him to meet me half way!).

He got really short with my partner who asked him to try and sort something and said it was our fault for ordering late!

Am I being unreasonable for expecting some courtacy/apology/meeting half way to sort out problem???

I wouldnt mind but the product I want would be used in front of his target audience and I would happily pass on his details...now I feel he's rude and unhelpfull and wouldnt suggest anyone buy from him!

[Dotwhack]

You received a confirmation email which shows you ordered and I'm presuming it has the time of order on it as pre 2pm.

I would therefore tell him that you need the order by Sat or you're going to report him to trading standards. I presume he has already taken your payment too.

Did you pay by credit card? If so you can also report him to them I think.

He should make every effort to get the product to you for Sat, otherwise ask for a full refund, write an official letter of complaint to him and send a copy to trading standards so he'll get a letting off.

[Indizine]

Yes, do a charge back on the card, and quote the distance selling regs to,o as well as TS as Danielle mentions. Generally, thwo every stick at him.

Ive just done exactly that with T Mobile and they have wiped out £30 of call charges I didnt expect to get charged for.

[Missdetermination]

Thanks both. Apparently though he uses a secure host and they don't take payment from the card until they dispatch, I suppose the good thing is he hasnt taken my money yet, but I am soo annoyed that he's not helping me. I had a customer on yesterday that needed items urgently and I helped him out the best I could, I guess that my nature but I try to help customers and they are paying for my living!

In the confirmation email it also says that if there is a delay he will let me know...he didnt instead I get oh well I didnt get the email order cos theres a problem with my host so its now your problem because you dont get your goods!!

AAARRRGGHHH!!!

[Indizine]

now this is a good example of why there is plenty of business out there for good companies who are efficient and look after their customers, exisiting or potential.

[Louise]

Originally Posted by Indizine

now this is a good example of why there is plenty of business out there for good companies who are efficient and look after their customers, exisiting or potential.

Exactly! I'm always amazed at this kind of story, where so many companies seem to miss the opportunity to go the extra mile and turn a bad experience into a great one. I don't expect the companies I deal with to be perfect, but I do expect them to do whatever they possibly can to rectify any mistakes they may have made.

I was once let down by a courier who didn't collect a parcel when arranged. The order was time-critical, though not especially high value, but they were a new customer and I just couldn't bring myself to let them down. Having been unable to find any other solution, I ended up doing a 4-hour return journey to hand deliver the package myself.

Having already advised the customer of the courier's failure to turn up, they were stunned to find me on their doorstep with the parcel, and though their happy face was more than thanks enough, they sent the most beautiful bouquet of flowers and thank you card the next day. They also went on to recommended me to over 20 other customers who all ordered from me too.

I know not everyone will respond to 'going the extra mile' with cards and flowers, and nor should they, but in any situation like this, I would always remember the company who pulled out all the stops to deliver great customer service, and recommend them to others every chance I got.

I'm really sorry to the OP - I don't know the ins and outs of where you stand legally, but morally they should be bending over backwards to sort the problem out for you.

[Missdetermination]

*********update**************

Thanks everyone for your advice and support. I feel it only fair to say that we did get a call back from this company to say that he has spoken with the courier and he has arranged a sat delivery, we pay half and he will make up the other half! I'm very happy with the outcome and will tell everyone who see's the product where I purchased from...we didnt tell the seller but we are going to a show on sunday where the foot traffic is 6,000 and we will be parked by about 200-300 people propsective clients!

****
From my own experience looking after clients has only helped my business grow from strength to strength, word of mouth and seeing other recommend our services is a fantastic feeling!

Thanks again...have a good weekend all...oh im sooo happy!!

[Louise]

Great result (If I was gonna quibble, I really don't think you should have had to fork out a single penny extra, but at least he met you half way and you now get your order in time, so all's well that ends well).

You sound delighted, so wishing you lots of luck on Sunday with your show

[stephen6848]

Originally Posted by Indizine

Yes, do a charge back on the card, and quote the distance selling regs to,o as well as TS as Danielle mentions. Generally, thwo every stick at him.

Ive just done exactly that with T Mobile and they have wiped out £30 of call charges I didnt expect to get charged for.

Yes you can try it because I have also done the same. Hopefully helpful for you also.
All the best!