Was I BU to have complained about this? (fairly minor first world problem)

[VelvetSpoon]

Interested in views.

I bought an expensive item from a major retailer recently (£500). Delivery was arranged. Can't remember the exact slot length (it was either 4 or 6 hours).

I was supposed to get a call before the slot started to give me a rough idea of delivery time. No call came.

When it arrived, it was literally 5 minutes before the end of the slot - I was actually just on the point of calling them (especially given lack of call to me) when it arrived. Delivery guy basically rang the doorbell, when I answered he rushed in, dumped box on floor, and when halfway out of the door asked for a signature. Whole thing took about 20 seconds.

Shortly after (as I moved the item from the hallway and started unpacking) I remembered that the retailer offered to take away all packaging - and kicked myself for not remembering it when the delivery guy was still here. I was also a bit annoyed at having to move it into the correct room (when I checked I realised that he also should have asked where I wanted the item, not dumped it in the hallway).

So I fired off an email to their Customer Services.

I got a reply saying that I was wrong to expect this, I hadn't paid for this service (disposal of packaging) so that's why I didn't get it, and next time I might like to add this to my order.

I replied, screenshotting the relevant part of their website where it was clearly stated that this was offered for ALL deliveries, at no additional cost.

I got a reply thanking me for raising this as a training issue .

So I responded, saying they still appeared to be missing the point, I am stuck with a big cardboard box and a load of polystyrene that won't fit in my bin and so I'll have to take it to the dump.

They sent me £5.

What do you think? I've spoken to a few people in RL about this, and opinion seems to vary between thinking I should have just sucked it up and not complained in the first place, to £5 being a bit of an insult. For my part I'm just bloody annoyed that they tried to make out I was lying when I was simply quoting from their own website!

[UnexpectedItemInShaggingArea]

I would pursue it but I'm a mardy cow

[Gizlotsmum]

I'd have been annoyed and made the point that as it was close to the end of the shift you can only assume he wanted to get home. Not sure what they would do and I guess £5 is better than nothing. If they have a Fb or Twitter page post on that and you might get more

[MumOnTheRunCatchingUp]

Did you specify you wanted it taking away or just expected it?

What outcome would you like here?

[icklekid]

Not unreasonable to complain but £5 seems reasonable for your inconvenience to me...unless its a voucher meaning you have to buy something else to be able to use it!

[abbsismyhero]

I would thank them for the fiver and tell them how much the council charge for removal suggest they pay for that or you will leave the packaging outside for them to collect within 7 days no good complaining without offering a solution

[VelvetSpoon]

There was no way to specify I wanted the packaging taken away at the time I placed my order. According to their website, the delivery person should have offered when it was delivered. He didn't.

I really would just like them to have taken the box and everything away, it's hassle having to dispose of it myself as it does mean a trip to the dump I wouldn't otherwise be making.

And yes the £5 is a voucher! So not even cash...

[Floggingmolly]

No, you shouldn't have had to suck it up and yes, being bunged a fiver was a bit of an insult.

[Dinosaur1991]

Is it mothercare? I often get crap service from them and they never ask me what room I want my item like it says they should on their website!

[VelvetSpoon]

No, not Mothercare. It's a company who normally pride themselves on their great service - had it been Argos or somewhere I probably wouldn't have been surprised.

[nannyj]

Surely it can't be John Lewis? They're usually really good. Definitely keep complaining.

[Ilovetea82]

I would be tempted to tweet them or publicly post on their Facebook page, I got a £20 voucher from a shop who's delivery man suggested I could carry a box containing a cot upstairs on my own at 8 months pregnant!

[Floggingmolly]

John Lewis are still trading on the reputation they had twenty plus years ago. It doesn't hold true anymore, sadly.

[Hassled]

Now this is the sort of petty-but-important grievance that would make me seethe. The fiver seems like more of a kick in the teeth than an apology. Don't rest until that polystyrene has gone.

[VelvetSpoon]

It was indeed JL.

At first I thought at least it's £5 but now I'm starting to think it's a bit of an insult!

[8DaysAWeek]

That would really annoy me too. Yes it's a first world problem but now you have been inconvenienced with disposing of all this packaging. I'd like to know how a £5 voucher will help anything?

I hate waiting in for deliveries and getting a phone call beforehand for a smaller time frame makes it more tolerable. Why bother offer something if they won't go through with it? I'm annoyed for you OP!

[Minimalteserbunny]

If it was M&S same thing happened rude drivers, had to be reminded to take the packaging away and looked 'annoyed' when I asked them to take the nursery furniture upstairs

Its fairly commonplace but still not acceptable

[superram]

If the driver had refused then fair enough but you didn't mention it. I think it is a bit late and £5 is reasonable for your inconvenience that is partly your own making. Let it go and buy wine from waitrose!

[foursillybeans]

Pursue it further. Either FB or request to speak to a manager on the phone or find higher level headquarters email details.

[Champagneformyrealfriends]

I'd let it go but I'm way too easygoing when it comes to stuff like this
I'd complain publicly via social media if it's irked you enough. I'd eclectic better CS from JLP.

[SnakeWitch]

I have ordered something from a biggish store through a friend who works there and he keeps saying 'make sure they take it uptairs' so it sounds like they often don't I am fully prepared to yell at them when they come!

[RaeSkywalker]

I complained when a Debenhams delivery driver lobbed £200 worth of bridesmaid dresses over our side gate. Where they sat, in the pouring rain. No delivery card was left. I was in- they didn't even knock.

I never complain but felt I had to about this. They sent me a £10 voucher to apologise but abdicated all responsibility as the driver wasn't employed by them

[penisbeakerlaminateflooringetc]

I want to say let it go - but with customer services being so rude I would keep on pursuing it.

Refuse the voucher and request that they collect the packaging instead. If they still don't collect it they will probably at least offer you more in vouchers.

[MauledbytheTigers]

It would piss me off too OP, the fiver is an insult a) it's likely to result in you spending more money in their store unless you buy something for a fiver and b) how does it help resolve the problem you have. Personally I'm less tolerant of poor customer service the older I get, and yes it's their reply when you challenged them that would piss me off the most.

[gandalf456]

I probably wouldn't have bothered though, technically, you are right if it's supposed to be part of the service. I would have been more annoyed if I'd paid for it or it was something bulky - like a washing machine.

[MauledbytheTigers]

Rae that's an absolute disgrace..... id have been sending the whole lot back for a refund. A tenner indeed...... I hate the way companies think they can just throw money at customers when actually a tenner in no way compensates how much upset I imagine that caused. And in this case JL should absolutely stand by their t&c and pick the stuff up, that's how to show good customer service. Not here's a voucher that costs us nothing.