Quote:
Originally Posted by Chimaera
Get on to Trading Standards! They can advise you of your rights in this situation.
Good luck!
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Yeah, i would too.
You select the delivery date in ebuyer's pages and pay an appropriate rate. You pay more the sooner you need it delivered. If say you pay £5 for next day, but it comes two days late, and the appropriate fee is £1 (costs are just examples) for that day, then you should only pay £1 because that is the service you have received. In my opinion, that is the least Ebuyer should do; work out the rate for the delivery that you actually received, and refund the difference.
They are entirely correct, it does cost them money to send the package and it is costed out by weight, but the inconvenience you have had in receiving only part of your order, late, is not your fault and something they, as the supplier, have to deal with - the fact they have the dispatch system where they keep it in the warehouse for a certain length of time (they have one deal with city link, the dispatches are just prioritised), and use a totally lame courier, is their problem not yours - and let's face it, you're nothing to the courier, their contract is with Ebuyer not you. Still doesn't make it better though.
I do think a lot of it is related to how you behave with them though. I have had experience of Ebuyer's returns, and managed to achieve what i wanted relatively quickly - in fact, looking back i think they refunded my postage twice. Not complaining... Having worked in customer services / support and having to deal with demanding / abusive customers (to be honest, i actually liked it!) I do understand there is a right way to get your problem sorted out - it may sound daft, but have faith in everyone's ability to resolve it. Be pleasant to them, if you've had a **** time from the company, and you're really nice to the person you deal with, then it makes them feel sorry for you and want to help you, if you go in with both feet and start wailing then it's going to make them want to get you off the line and get nothing done.
Be interesting to hear what TS have to say, but to be fair, I'd get in touch with Ebuyer again. You could enote, after all that's going to be FoC to you, rather than the 0845 they use, but it is much easier to get a result from someone over the phone. Enote them back along these lines:
***
Dear ***
I do fully understand the logistics of order fulfillment and appreciate the costs involved in sending the items to me. However, I would like you to appreciate the inconvenience this has caused me whilst waiting for my order to be delivered - to this date I have still not received all the items I ordered from you.
To help you appreciate the difficulty this has caused me I am including a breakdown of the events so far:
On xxx I ordered from yourself a xxx and as I needed this item urgently I paid for shipping by xxx at a cost of £x.xx.
On that date, Friday 13th, the parcel did not arrive. I was available all day because I had taken the day off work.
On xxx I contacted CityLink and was advised that delivery of the parcel had been refused because the recipient was not known at the address to which delivery had been attempted. I checked the order details on your website and the delivery address is correct.
<Document every contact with Ebuyer and CL in a similar fashion. If possible, include names of the people you spoke to!>
On xxx, a full x days after the delivery was meant to be, the item finally arrived. However, as xxx was missing from the order, it is and remains incomplete.
The hassle that this delay has caused, as well as the loss of an urgent component for a large period of time, has resulted in unreasonable stress and inconvenience to myself. <Document with specific examples>
As yourselves and City Link have reneged on the contract that was entered into when the order was accepted, and payment was taken, to deliver the items by xxx, then this situation is at best immoral, and at worst in breach of the Sale and Supply of Goods Act 2002 (as amended), and the Distance Selling Regulations, and is hence illegal. I have taken advice from my local Trading Standards Bureau, and they have advised me that I should at the very least be entitled to the difference between the cost of the service that I have paid for, and the cost of the service that I have received. As your choice of courier should not put me at an inconvenience if the courier has caused problems in delivery then they are likely to be in breach of their contract with yourselves and hence something worth investigating?
In realistic terms all I would like from Ebuyer is the refund of the difference in postage as well as the missing items from the order to be delivered promptly and with the minimum of hassle. As time is of the essence, I expect this issue to be resolved to my satisfaction within ten (10) working days of the sending of this letter. I have every faith in Ebuyer to resolve this for me, but should this not be the case I will be making a complaint to Trading Standards and pursuing the matter through the courts if necessary.
Yours faithfully
***
******
Try that. I know if i was reading that kind of letter I'd want to help... doesn't blame anyone, but is open and frank about a factual history of the problem, and what it is you want them to do to sort it. Dropping laws into them will put the frighteners on even if it's slightly exaggerated!