To refuse to wait in after shoddy service

(8 Posts)
Shallowstreams Tue 26-Apr-16 17:02:58

I bought a table from a very popular online furniture retailer. As their items are specially made I waited a good few weeks for delivery but when I unpacked the table it was the wrong colour. I phoned them and they apologised and said they would arrange a swap. Then they emailed and said there wasn't any other colour made and I could keep them or return them. Then they changed their mind and said they would send me the tables by this Friday. Now they have changed their mind again and said they don't have the tables after all. They are still on their site.

They said I can keep the tables with a 20% discount but I can't as they don't go with my furniture. The other option is to return them for a refund. Problem is this involves waiting in another whole day for them to collect i.e. taking another day off work just to return something I didn't order or want in the first place. And I still have no tables.

AIBU to ask them for payment for the day's holiday or refuse to return them? What are my legal rights?

troubleinstore Tue 26-Apr-16 17:20:32

Can you take them to work and get them to collect from there?

Shallowstreams Tue 26-Apr-16 17:36:58

No they're heavy side tables and I don't drive to work....

malmi Tue 26-Apr-16 17:52:36

You can't refuse to return them but you shouldn't have to be out of pocket. Give them a reasonable list of times that would be less inconvenient (maybe early evening or weekend) and leave it up to them to find a courier who can pick up at those times.

As for payment for your holiday, they are unlikely to offer that but there's no harm in asking.

Shallowstreams Tue 26-Apr-16 18:00:26

Good idea Malmi, I just can't believe such a big retailer would be so shit. I understand mistakes are made but this has been a catalogue of errors and misinformation.

Shallowstreams Tue 26-Apr-16 18:02:26

One of the guys on customer service actually called one of the other employees an idiot.....professional...

lanbro Tue 26-Apr-16 18:05:18

Big retailers are notoriously shit I'm afraid. I've just had a big issue with a suite from a big retailer. Waited 6 weeks for delivery, complained after a few days about a couple of issues, 6 weeks later no resolution. I eventually emailed the CEO and the suite was collected for a full refund. The PA of the CEO was the first person from the company to actually telephone me! Independent retailers who value their customers are your best bet!

Shallowstreams Tue 26-Apr-16 18:17:44

Agreed Ianbro although these are one of those 'from the makers, only 11 pieces' guys so thought they might be a little better.

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