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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

to expect compensation and how much?

39 replies

Gracie123 · 13/04/2011 13:30

We ordered some tiles for our bathroom back in march, and were told it would be up to 7 days for delivery.

When the man rang to arrange delivery, the date was set for 12 days after we purchased them. I didn't query it though as it didn't seem too important.

I was to wait in (with both kids - despite glorious weather and we have no outside space they can play in Sad) all day monday 8am -6pm. As I assumed we would have tiles by 6pm, we booked a builder for tuesday to tile our bathroom.

The tiles never showed. I spent about 40 minutes on my mobile phone to an 0845 number, being passed around (obviously no-one is responsible for deliveries Hmm) before finally being told that I wouldn't be able to speak to anyone else as they were closing (it was now 8pm) and I would have to ring back at 8am the following morning.

I did that, but after being passed around a bit more, was told that the relevant dept didn't open until 9am.

Call again at 9.30am, speak to a very rude young man who tells me the delivery guy came but I wasn't home (bull) and that he rang the doorbell (we don't have one) but I didn't answer so he left a card (there is no card). I have checked with both neighbours, nobody spoke to them either.

He said that they couldn't deliver that day, but I would get them at 9am the next morning (they are coming from a depot 25 mins drive from our house). When they still hadn't arrived at 10.30am I rang again, spent another hour on the phone before being told they would definitely be here at 12.

It's now 1.30pm, they're still not here and our builder has done all the prep work he can and is now being paid to sit in the garden having a cup of tea with DH. Angry

The manager I finally managed to speak to says that I should call back once the tiles arrive and he will be willing to discuss compensation.

What's reasonable?

My mum reckons I should demand half a days wages for the builder, but that would be more than the tiles cost (I got them on special offer and with vouchers, so we only spent £57) but the problem is, although we have the tiles for the floor, the builder can't do them until he's done the walls (with the tiles we are waiting for) because he won't be able to walk on them.

I'm not very good at asking for money back etc... and was wandering what other MNers thought would be reasonable to ask back from the company?

OP posts:
Original poster
Gracie123 · 13/04/2011 13:30

p.s. call log on my mobile phone says I've already spent £12.25 on phone calls to try and sort this out.

OP posts:
Original poster
Gracie123 · 13/04/2011 13:36

Also, delivery charge was £8.95. As they've failed to deliver 3 times, should I ask for that back? Confused

OP posts:
nickelbaalamb · 13/04/2011 13:39

you need compensation to the order of:
the cost of phone calls
the cost of the delivery (they should definitely refund that!)
and a bunch of flowers/gift voucher for them being twats.

goodbyemrschips · 13/04/2011 13:40

£12.25
£8.95
plus the buliders charge while waiting for them.

TorcherQueenie · 13/04/2011 13:40

I'd ask for the cost of the yours and the builders time, phone calls and delivery charge. I'd also expect that willingly from a half decent company but please don't tell me its B & Q they are absolutly awful for deliveries and some people have waited months for deliveries.

Original poster
Gracie123 · 13/04/2011 13:42

No, it's homebase. That would mean they're paying me to have the tiles though, surely they wouldn't do that, would they?
Confused

OP posts:
TorcherQueenie · 13/04/2011 13:45

They should as technically you paid for the tiles, so a refund for that a refund for the delivery charge and a refund for the time you and your builder have wasted should only be fair. Otherwise you're going to be left out of pocket.

Tee2072 · 13/04/2011 13:46

You can but ask. The most they can say is no.

Ask for the sun and the stars, you might just get the moon.

nickelbaalamb · 13/04/2011 13:48

actually, yes, if you've had to pay the builder to be there (his loss of earnings otherwise), based on their delivery dates, and the fact they've lied anyway, you should get the builder's fees too.

Original poster
Gracie123 · 13/04/2011 13:59

Okay, how would you phrase it when you ask?

It's time of the month and I'm scared of ringing up and starting an outrageous hormonal rant only to realise I've embarrassed myself half way through Blush

OP posts:
BucketOfSoldiers · 13/04/2011 14:00

Can't you go and collect them?

Original poster
Gracie123 · 13/04/2011 14:01

I've JUST (at 2pm) recieved a 'courtesy' phone call from the courier saying that he's leaving now and will be with me in 20 minutes!! Shock

I can't quite believe he had the front to not even pretend to be stuck in traffic/got delayed with another delivery etc...

Clearly they never intended to deliver at 9am Sad

OP posts:
worraliberty · 13/04/2011 14:02

Surely they'd just tell you it was daft to book a builder before you actually had the tiles in your posession incase something went wrong with delivery?

goodbyemrschips · 13/04/2011 14:02

Tell them you will be asking for compensation and write a letter to head office.

They may offer you something there and then.

Original poster
Gracie123 · 13/04/2011 14:07

Unfortunately I'm speaking to head office already. That's the only way I could actually get anyone to care/re-arrange delivery!

I would agree with you worra except that we only had this time to get the work done in (school holidays) and ordered the tiles (believing the 5-7 day lead time) two weeks ago. As it is we have missed 3 days of the holidays and will be tight to get it finished before going back to work.

I know that's not really homebase's problem, but if it says 5-7 days for delivery, it should be 14 and counting...

OP posts:
Original poster
Gracie123 · 13/04/2011 14:08

I mean, I would expect to be able to sort out any problems with the delivery within the week between tiles arriving/builder coming.

OP posts:
CoffeeDodger · 13/04/2011 14:08

This reply has been deleted

Message withdrawn at poster's request.

goodbyemrschips · 13/04/2011 14:08

Did you get the delivery day/time in writing?

TorcherQueenie · 13/04/2011 14:14

Skip head office write straight to Terry Duddy CEO of homebase or email the manager of the store and CC Terry Duddy as well so everything can be seen by top tier.

[email protected]

Original poster
Gracie123 · 13/04/2011 14:20

Tiles just arrived Grin

Courier sat in his van and honked the horn Shock then had the cheek to look miffed when I suggested he carry them in for me!!

Wish me luck girls! I'm calling Homebase!

OP posts:
spatchcock · 13/04/2011 14:23

Don't call the 08 number - find a geographical number at www.saynoto0870.com.

RoseC · 13/04/2011 14:23

I'd write a letter detailing everything and cc in Terry Duddy as Queenie suggests - phone calls/speaking to someone different every time lead you down the path of 'he says/she says' and you can't see what they are writing on your file, i.e. not logging your complaint/putting inaccurate info on there. Or if you feel they are useless at HQ then write a letter straight to him - I once wrote to the VC of UCL because I was so naffed off with their accommodation department and he lit a fire under them & wrote a personal letter back Grin

Make photocopies of everything you have and attach them, plus ask for the full name of everyone you speak to - that usually makes them work a bit harder!

Keep your letter as short and unemotional as possible. I usually do 1 page (ideal)-1.5 pages and have yet to be disappointed :) You can also look on consumer direct's website or call them and they will direct you to format letters (if you have trouble phrasing things) that you can just edit.

RoseC · 13/04/2011 14:24

Oops, just seen your update - if you see this please do ask for the full name of the person you speak to. I hope you get it sorted!

Original poster
Gracie123 · 13/04/2011 14:44

I got delivery refunded £8.95 and a £20 voucher for homebase (not that I feel like buying from them again).

Not great, but better than nothing I suppose. Sad

OP posts:
gallicgirl · 13/04/2011 14:53

Also check out Consumer Direct as they're pretty helpful. their website has template letters which you might find useful.