A popular fob-off with online shopping and failed deliveries is being told by the retailer that you need to contact the courier firm. Another problem with online shopping is the question of who is responsible for collecting faulty goods.

RESPONSIBILITY

The retailer is responsible under the Consumer Rights Act 2015 to ensure the goods you have ordered are fit for purpose, as described, satisfactory quality and last a reasonable length of time. Your contract is with the seller, not the courier firm.

If something you have ordered has not arrived, you should contact the seller to find out where it is.

It is the seller’s legal responsibility to make sure the item is delivered to you. They should contact the courier and let you know what has happened to your item. It is not up to you to do that.

If your item was not delivered to the location you agreed (for example – it was left with your neighbour without your consent), it is the seller’s legal responsibility to resolve the issue.

Courier drivers are usually self-employed and only get paid for each parcel that is delivered. This often means that packages are thrown over a wall in to a puddle, left in a bin or outside in all weathers. If the parcel is damaged in any way, it is the seller’s responsibility to remedy this and not the courier firm.

You are legally entitled to a replacement or refund if the package does not turn up.

GET THE ITEM DELIVERED AGAIN

You can write to the seller and ask them to deliver the item again. You should do this if the item was not delivered within a reasonable time or the item was not delivered by an agreed date.

OBTAIN A REFUND

You can ask for your money back if you do not receive the item either:

  • within 30 days of buying it
  • on the date you agreed with the seller – if it was essential to recieve it by then (for example – for an event then or shortly after)

If the seller refuses to reimburse you, you should put your complaint in writing and follow their complaints procedure if they have one.

OTHER OPTIONS

Other options include reporting the seller to a Trade Association, Trading Standards or claiming on your debit or credit card provider under their respective refund schemes. This is referred to as a chargeback where your card provider raises a ticket when you dispute a transaction to investigate and reverse it if your claim is proved to be legitimate.

CUSTOMER SERVICE

I often see problems where consumers are trying to reject and return faulty goods. Firms need to stop fobbing customers off with lies and legalese jargon and do what they are legally obliged to do.

In an era where everything is pretty much the same, the one thing that sets a firm apart is great customer service. Bad experiences travel much further and faster than good experiences and consumers are more than willing to share them on various platforms including Google Reviews, TripAdvisor, Facebook and elsewhere.

Have you had problems with online shopping and failed deliveries? If so, how did you resolve it?

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