AIBU over this delivery?

[Courtorder]

I’ve placed a large order online (almost £5000) and have waited about six weeks for delivery. Originally just w/c 20th February and then yesterday they confirmed which day this week (tomorrow) but they’re no more specific than that/ They emailed to confirm delivery and said I’ll need to be home in order to help unload the items. I can’t help to unload the items because I’m physically disabled and the items will be very heavy. There was no mention of needing to help lift at any point on their website, terms and conditions, or the delivery information up until now.

AIBU to expect that they are delivering the whole way to my property and not expecting me to lift multiple, very heavy items from their lorry into my house? Previous deliveries of a similar nature (from other retailers) have always been brought into our hall without any question.

Can someone help you? What is it? Since COVID a lot of companies have gone with kerb side delivery (including in the pouring rain). The only thing we've had brought in recently was a sofa from next, everything else has been left at the front door. The kitchen guys were reluctant to even put it in the garage right next to their lorry which was closer than the front door they wanted to dump it at.

What is it you’ve ordered? Where from?
Is there definitely absolutely no mention of kerbside delivery only or homeowner must be present to help etc?
You’ll have to ring them very soon to sort it out .. if you wait and see what happens tomorrow, they could either leave it all at your door or refuse to deliver which could incur extra costs for you.

Email them straight back and explain that you are unable to help unload anything and wouldn't have ordered from them if this had been specified

No one to help unfortunately. We’ve only recently moved here (hence the new kitchen) so don’t know many people well. Our neighbour on one side is in his late 80s and uses a wheelchair, the other side is a single mother who works out of the house some days (not sure which) but has her DCs the other days. Across the road, a couple and a single woman all in their 60s/70s, no one I think could lift a kitchen and not people I’ve spoken to more than a few times so I don’t think I could ask them to put aside a whole day with 24 hours notice. No family within an hour and my parent and PILs all work.

It’s a new kitchen (cabinets, sink etc). We’ve had the worktops already and that company brought them in, so did the bathroom people and the people who brought all the additional bits for the kitchen.

I wouldn’t think most people (some women, the elderly, the disabled etc) would be able to do that much heavy lifting so if they’re expecting that then they should be clear at the outset. It’s not feasible to hire someone to lift when they give such short notice of a delivery and expect you to be around all day.

What delivery type did you pay for?

I paid for a “standard delivery” which their website says is a two-man delivery to the ground floor of my property.

This is the delivery info on their website.

If you've paid for 2 man delivery to ground floor, then that's what you should get.
What is the exact wording they use?

Is it DIY kitchens? There is a very active Facebook group for DIY kitchens, you could ask there how others have had theirs delivered.

I would assume it's a poorly worded email and that they just mean you have to be there, not that you have to unload anything yourself

What is the wording of the recent message about unloading? It hopefully just means they want you present to accept the delivery.

I mean the wording in the email.
Are they saying you need to be home because they don't want to leave it outside? Do they actually mention lifting?
Or is your contribution to unloading opening the door and ensuring that access is clear?

“Your assistance will be required to unload the delivery onto your property. Please ensure you have cleared an area in your home prior to the delivery slot. Please ensure you are wearing appropriate footwear and make any necessary arrangements to protect your flooring.”

What does the asterisk link to on the bottom point?

I think they are saying you need to be prepared and have a place cleared for them to put the stuff. I am sure if they get there and see you are disabled then they will bring it all in.

I would take that to mean your assistance is in clearing the area and protecting the flooring, not the actual unloading. Regardless, just refuse when they turn up. I honestly don’t think delivery men are going to expect someone to help.

That's how I read it too @Teeturtle

The "appropriate footwear" bit is something that I've never seen before

We had DIY deliver December last year. They aren't asking you to help carry, they are just making sure you have somewhere to put the units and do as much as you can to protect your house, and your feet, as they will be marching about with heavy objects.

I would contact the company today, before delivery tomorrow, to clarify the unloading instructions, I agree with you that they are confusing and contradictory.

I am also physically unable to help unload deliveries and have never had a problem, I’ve had things carried into my house, into my garage or even round the back onto the patio - wherever necessary.

I suspect if it's a kitchen delivery company, they've had many problems with people underestimating how much space a load of cabinets takes up.
Our kitchen was delivered into the family room end of the kitchen and wouldn't have fitted in the kitchen end!

Yes that is very odd and does make me think that they maybe looking for more than having the place clear etc. You need to email and phone to clarify.

I had something similar many years ago with flooring. They only delivered to the driveway and told me I should have specified that I wanted it inside. Thankfully I had a load of builders in at the time and they sorted it for me.

Thanks all. Just found another bit (there are so many emails and different attachments etc that I’ve lost where I’ve read different parts) that says “redelivery charges may also be applied should this be required where there is no one present to accept delivery and offload when a driver arrives”. Maybe I’m getting the wrong end of the stick but there do seem to be messages that I need to help lift.

I think they just mean that you need to be there to 'assist' as opposed to say leaving a note on door saying 'leave in garage'.

Agree, the assistance is to make enough clear space for them to bring it in not physically lift it yourself.

I'd call as those instructions are quite contradictory.