‘After three months, I still haven’t seen my £1,000 chair.’
Ask Gareth: If you have undeliverable goods, you should contact the retailer directly rather than the courier.
I was interested to read your article about missing and damaged deliveries because I am experiencing a similar issue.
Three months ago, I placed an online order for a rather pricey chair.
Every time a delivery date is given to me, it is missed.
The retailer initially blamed supply chain issues, but now claims that the chair has become stuck with the courier.
I’m told to contact the retailer after I’ve contacted the courier.
I’m in a state of limbo.
What should I do now that I’ve spent nearly £1,000 on a chair that I can’t sit in?
Name and address are provided.
It sounds like the retailer is giving you the runaround; your complaint about undelivered goods should be directed to the retailer, not the courier.
This is because the contract you signed when you purchased the goods was with the retailer, not with the delivery company assigned to deliver the item to you.
This is codified in law, putting you in a good position to file a complaint and receive a resolution.
A retailer is held liable for your order’s “good condition and safe delivery” under the Consumer Rights Act of 2015.
Even if the retailer claims that the delay is due to poor courier service, they are still responsible for resolving the issue.
In terms of your rights, the law is once again on your side.
From the time you place your order until two weeks or fourteen days after you receive your goods, you have the option to cancel most online purchases.
Under the Consumer Contract Regulations of 2013, you’ll be able to get a complete refund.
You should document everything in a formal complaint and be as specific as possible about your situation.
If you still want the item, inform the retailer that it was delivered late and suggest a reasonable re-delivery date.
On our website, you can find a template to assist you with this.
If the retailer fails to deliver the goods by the new deadline, the contract will be considered terminated and you will be entitled to a refund.
UK news summary from Infosurhoy.
‘Three months later, my £1,000 chair is still missing.’
‘Is there anything I can do?’
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‘There’s still no sign of my £1,000 chair after three months. What can be done?’