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To be expected to be compensated for failed online deliveries multiple times?

(3 Posts)
Sipkin Sat 03-May-14 14:40:29

Hi all,

Long time lurker, but very infrequent poster, but just had to vent about my dire experience at Wilkos and to get some advice! Not sure if this is the right place in the forum and rather a complicated story, so here goes:

I ordered 4 items at a total cost of �300 from the Wilko website about 3 weeks ago
�After placing an order, I didn't hear anything regarding delivery so had to chase the couriers directly to arrange a delivery time
�The delivery arrived on the designated day, but the couriers only had 1 of the 4 parcels (a dining table without the chairs).
�I contacted Wilkos immediately who said they would investigate
�After waiting 24 hours, I hadn't heard anything so recontacted them, and got the same response
�Another 24 hrs later, I demanded to speak to the team leader who arranged for a repick and for the order to be redelivered on Fri morning - I confirmed this would be ok, but stressed that due to work commitments, it would have to be a morning slot
�Fri morning, I waited around, no sign of couriers by 11am, so phoned Wilko who said, no they're coming in the afternoon!!
�So they said they would rearrange the delivery for Sat morning (today)
�No sign again, so phoned up (yet again!) and turns out the delivery isn't on the lorry this morning

I'm pretty irate by now, and ask for a cancellation of the order. They said they could only refund the order in full if I return the dining table. I can't afford to spend yet another day waiting for the couriers to pick up the table to get a refund and it is useless without the chairs. They are willing to give me 50% off the full price of the table, but as it's part of a set, actually the price I paid for is considerably less than what they're offering.

Sorry to ramble, but am I being unreasonable to expect them to just refund my order in full and just let me keep the table (that won't be used)? I'm not fussed about compensation but can't afford to take another day off work to let them collect the table?

I've always had excellent experience with large deliveries online, so not sure what to do in this case?

MothershipG Sat 03-May-14 15:02:38

I had this recently with Bedroom World, ordered a divan, they delivered the base but not the mattress, then didn't turn up for a second attempt, then tried to deliver the wrong mattress. They offered to cancel the order but, like you I already had half of it and didn't want to have to start from scratch! They finally managed it on the 4th attempt.

So I had taken 3 additional days off to get the order and I was livid. Upon doing some research it turns out that if they fail to deliver on the agreed day/time they are in breach of contract and you can claim from them for any losses, such as lost pay/leave, that you have incurred.

Bedroom World turned out to be complete tossers but after I quoted chapter and verse and suggested the small claims court would be my next step we compromised on a £75 refund.

This Money Saving Expert age has all the info you need.

Depending how much money you have lost with the failed deliveries and how much more you would lose for an extra day you may be able to get them to agree to your suggestion. It's certainly worth a try. Good luck!

Sipkin Sat 03-May-14 15:06:23

Thanks for your reply MothershipG, will definitely look into that!

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