One of the joys of shopping online, aside from avoiding the high street crowds, is having your goods delivered straight to your door at a time to suit you. When that doesn’t happen, for whatever reason, it’s very frustrating indeed.
A Which? investigation found that sixty per cent of shoppers experience a problem with their online delivery. From boxes chucked into bushes and left out in the rain, to fragile goods disintegrating in transit, if they arrive at all – there are some horror stories about British courier services. With a ‘bad’ rating from 30% of customers, Hermes is the UK’s second worst parcel delivery firm. Whether you use them, or TNT, for example, remember this when things go south…
Know Who to Blame – Don’t Let Retail Customer Services Deflect Towards the Delivery Driver
If you ordered a parcel from a high street shop, who sent it via Hermes – contractually, the delivery company can’t discuss where your parcel is. As frustrating as it is, they’ll only chat with their customer, the retailer, directly. So badger the shop to make your case for you.
Under the Sale of Goods Act, your purchases must be delivered within a ‘reasonable time’, depending on the type of goods and the original delivery estimate. Once this time passes, if it arrives late or not at all, you can cancel your order under the Distance Selling Regulations, and receive a full refund.
Technically, the blame lies solely with the company you shopped with, who chose the delivery company on your behalf.
You agreed to the shop’s terms and conditions when you made your purchase, not the delivery company’s. So it was the retailer who breached their contract, by failing to deliver your goods on time. They’re responsible for putting things right.
Not So Next Day Delivery
Paid extra for premium or next day delivery to hurry things along? If it doesn’t arrive when you specified, you’re entitled to a full refund, including the money you paid for speedy delivery. Don’t settle for their ‘better late than never’ approach.
Under section 75 of Consumer Credit Act 1974, the credit card company that you paid with are liable too.
Send It Back
When deliveries don’t turn up, or arrive damaged, you can demand a refund from the seller. If you make a purchase from a physical shop and change your mind, you can return your purchase within 30 days. Online shopping has the same protection. Some retailers may even extend their returns policies over Christmas and into January, but the 30 day rule typically applies.
The Consumer Rights Act 2015, allows you to cancel or return your order for a refund ‘without undue delay’. But read the small print. Unless the shop’s terms and conditions state that you have to pay for returns, don’t have to fork out for it. When deliveries don’t turn up, or arrive damaged, you can demand a refund from the seller.
Broken, Damaged, Or Faulty?
You’re covered by the Distance Selling Regulations which give you the right to cancel and return goods that aren’t fit for purpose, even if they’re damaged in transit. It’s the retailer’s responsibility to get them to you in one piece. Write a letter of complaint to whomever sold you the goods, explaining the situation, and giving them 21 days to send a refund. If they don’t comply, the small claims court may be your next port of call.