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One for the customer services experts

Discussion in 'Bicycle Mechanics and Repairs' started by Mister Paul, 24 Sep 2007.

  1. Mister Paul

    Mister Paul Legendary Member

    I placed an order with a very well-known internet bike store. It was processed by them almost 2 weeks ago. All of the many orders I have placed with them over the years have arrived within 3 days, but usually next day.

    The parcel hasn't come. I contacted them last week. They told me to check with the neighbours. I replied, saying that I had had the parcel sent to my parents, as there is always someone in. I confirmed that there had been no delivery, no attempted delivery, and certainly no card left.

    They replied again, telling me to check with the sorting office that the parcel isn't there, as sometimes they don't leave a card.

    I've just replied, reminding them of the facts that I have given them before, and also informing them that RM don't give out sorting office telephone numbers.

    I also suggested that it is their responsibility to check this out, as the RM is acting for them, and that I am entitled to a refund under the Distance Selling Regulations.

    Was I right in the last assertion?

    Ironically enough, rather than waiting for them to sort this out, I reordered the item on Saturday, and it should be here tomorrow.
     
  2. Tynan

    Tynan Veteran

    Location:
    e4
    they'll surely have recorded the delivery so can say where and when it was delivered?

    they can't just fire it into the void and expect it to arrive

    thisis bound to be in their terms and conditios type thing on their website surely? If they're a serious online retialer then they should have clear and respectable assurances, remind them of them

    is it wiggle? I'm due something from them nowish, alreadt broken into two deliveries
     
  3. OP
    OP
    Mister Paul

    Mister Paul Legendary Member

    I've just had another email from them, telling me to check with the local sorting office.
     
  4. domtyler

    domtyler Über Member

    Did you pay by credit card? If so give them a call and get the money back.
     
  5. OP
    OP
    Mister Paul

    Mister Paul Legendary Member

    THey're starting to annoy me now. I've given them second-chances a couple of times now (?).

    Last time I placed an order, Paypal took my money and gave it to them, but the store's system didn't log the order. It took two phone calls and several emails before they stopped saying that they had no record of any order. It was there, but they just didn't bother looking for it, and instead told me to approach Paypal for a refund.

    And now they're telling me to sort out a failed delivery, when it's their responsibility.

    This last email from them mentioned the incident and said that it was Payapl's fault. Whether or not it was, their response was less than appropriate.

    I'd have gone to CRC in the first place, but they don't stock the item I was after.
     
  6. bonj2

    bonj2 Guest

    Sue.
     
  7. OP
    OP
    Mister Paul

    Mister Paul Legendary Member

    Does she work for them?
     
  8. Maz

    Maz Guru

    Is there any chance postie left your parcel in the outside toilet/shed/gas meter cupboard etc...they've done this to me a couple of times before.
     
  9. OP
    OP
    Mister Paul

    Mister Paul Legendary Member

    No. I had it sent to my parents' address, as there is always someone in and they watch their front door like a hawk. There has been no attempted delivery.

    I've had another email from the store, saying that I have to contact the sorting office to check whether they have had a parcel arrive for me, have not tried to deliver it, have not left a card but are still expecting me to know about it and collect it. So I've done their donkey work for them, and managed to get hold of the sorting office.

    Of course they confirmed that there is nothing there waiting for me. That would have been stupid.
     
  10. bonj2

    bonj2 Guest

    When the post next arrives, check the postman's bike for shiny new additions.
     
  11. bonj2

    bonj2 Guest

  12. OP
    OP
    Mister Paul

    Mister Paul Legendary Member

    I hadn't thought about that Bonj. Thanks.
     
  13. Tynan

    Tynan Veteran

    Location:
    e4
    you'll be pleased to hear that my order to wiggle on Thursday night arrived an hour ago as promised

    bib longs and long sleeve top

    lets hope the overshoes still to arrive won't be needed in the meantime
     
  14. giant man

    giant man New Member

    Location:
    Essex innit?
    Mister Paul! We need to know who this is! Please name and shame
     
  15. OP
    OP
    Mister Paul

    Mister Paul Legendary Member

    Well, after reminding them several times of my rights and their responsibilities, they've refunded my money.

    It'll be a very reluctant me who goes back to them again.