To expect better service than this?

[Millerr]

Ordered a parcel from a fairly well known retailer earlier this week and paid £5.99 for next day click and collect. The parcel still hasn't arrived.

The tracking for the delivery company is saying they have not received the parcel however the retailer is adamant that it has been sent but the delay is the delivery companies as they have not scanned it yet.

I have been chasing this for days and am getting nowhere with it, the retailer just keep saying it will be delivered the next day and then when it's not say it will be defiantly be the next day.

I was told it would be scanned late last night and delivered this morning however there is still no update on the tracking and it appears that the customer services 'support' don't work weekends.

During my contact with them they seemed to imply that it wasn't really a big deal and delays should be expected. AIBU to think if I pay for next day I should get it the next day, and if not the day after, and not have to spend the next four days chasing it?

Have you tried asking at the collection point?

I think click and collect means that you go to the retailer to pick it up. Maybe crossed wires?

Depend a refund for the difference. You pay for next day for a reason. If they don't give you a refund threaten to go to the papers

Put it on social media. That usually gets them scurrying to make amends.

I've been to the shop it is supposed to be delivered to twice, it's not there.

The tracking should still work and I should be notified when it's been delivered to the shop, which hasn't happened as it's not there.

I'd definitely ask them to refund the delivery charge.

I assume OP knows what click and collect means. I also assume that they did check at the collection point and thats why they know that its not been delivered.

OP i would be asking for a refund on your delivery charge.

Yes to the social media thing; they don't like it, and it usually prompts them into action.

I run an online business and can tell you the most stressful thing about it is worrying about parcels not being delivered by the delivery company or any delays that are out of your hands. For this reason I always send everything tracked, needing signatures etc.

So I can understand that when it's passed onto the delivery company there can sometimes be unexpected delays. However, you paid for next day delivery and you should expect next day delivery. So I would request a postage refund at a minimum. If they have good customer service I'd also expect money off a future order as a goodwill gesture.

I would be incredibly annoyed and frustrated. I would also be pestering the retailer for a refund of the £5.99 as they and their partner have not provided the service you paid for. If the delivery courier they've chosen to work with can't meet their service needs then that's theur responsibility to sort imo.

Twitter works well.