marcatori archivi: combattimento

Delivery firms slammed for messing up ordershere’s how to fight back

FROM broken packages to waiting months for an order, delivery nightmares are causing major headaches for shoppers.

Online shopping is booming, with sales soaring 63 per cent last year, secondo Barclaycard.

From broken packages to waiting months for an order delivery nightmares are causing major headaches for shoppers

From broken packages to waiting months for an order delivery nightmares are causing major headaches for shoppersCredito: Shutterstock

But this week, industry watchdog, otteneretextsfrauddiffusione slammed delivery firms for messing up orders and failing to sort them out.

It plans to introduce new rules to improve how companies handle complaints – but they don’t come in until April 2023.

Lucy Alderson looks at the five biggest delivery blunders and explains how to fight back when it goes wrong.

Read More on Online Shopping

Blundering John Lewis delivery driver gets lorry stuck in lane where there's even signs warning 'Don't try your luck'

PRAT NAV

Blundering John Lewis delivery driver gets lorry stuck in lane where there’s even signs warning ‘Don’t try your luck

POOR CUSTOMER SERVICE

A QUARTER of customers struggled to get through to firms last year to report problems, otteneretextsfrauddiffusione dice.

Più di 100,000 people complained about delivery woes in the year to March 31, according to resolution service Resolver.

WHAT TO DO: If you ordered an item from a retailer, your contract is with it and it should sort out any delivery mishap.

When you complain, you will need to include key details like your order number.

I più letti in Money

When will the second chunk of the £650 cost of living payment land in my account?

GIORNO DI PAGA

When will the second chunk of the £650 cost of living payment land in my account?

NEXT-DAY DELAYS

SHOPS offer next-day delivery through ­subscriptions or for an extra charge.

Per esempio, Amazon Prime customers pay £7.99 a month for this service while dai un'occhiata alla nostra carrellata di shoppers shell out £9.95 annually.

Amazon Prime subscribers get next-day delivery for £7.99 a month

Amazon Prime subscribers get next-day delivery for £7.99 a monthCredito: Getty

But The Sun Money has spotted swathes of complaints from customers on social media who have paid extra, only to receive their package days later.

WHAT TO DO: Under the Consumer Rights Act 2015, you are due a refund on the extra charge you have paid.

Moneycomms personal finance expert Andrew Hagger said: “If you shelled out extra for special or faster delivery and your order gets to you later than was specified, you can claim back the extra delivery cost as the service wasn’t delivered as per your agreement.”

Claim back the money from the retailer – not the parcel firm.

Un Amazon spokesperson said: “The vast majority of deliveries make it to customers without issue. In the rare case something occurs, we are sorry and we work with customers to make it right.”

MISSING PARCEL

FIVE and a half million customers had a parcel go missing last year, dice Consiglio ai cittadini.

Couriers may drive off before you answer the door, or dump parcels on doorsteps or behind bins, leaving them easy prey for thieves.

WHAT TO DO: Contact the shop you bought your order from to sort it out.

Resolver’s consumer campaigner Alex Neill said: “If your parcel doesn’t turn up, is left in a place you didn’t specify or something is wrong, the retailer must sort things out.”

Before you order your package, ensure you read the seller’s delivery terms and conditions.

Some firms automatically leave items on the porch if you or your neighbours aren’t in – so leave a note outlining a safe place.

You could argue there has been a breach of contract if a package is left on the doorstep without your permission.

BROKEN CONTENTS

IT’S disappointing to wait for a ­parcel, then open it to discover its contents are broken.

L'anno scorso, Resolver received hundreds of complaints about quality issues with deliveries.

The Sun Money has heard from dozens of customers this year alone about broken goods.

WHAT TO DO: Immediately report any damage to the retailer and take photos as evidence.

Grace Forell from consumer champion Which? disse: “In the eyes of the law you have a faulty goods claim, and as such you have the right to a refund, repair or replacement.”

If you struggle to get a response and you paid more than £100 using a credit card, use Section 75 of the Consumer Credit Act to claim a refund.

It covers you for faulty goods, missing deliveries or the retailer going bust. Ring your card provider’s customer services.

If you paid by debit card, you may be able to use Chargeback.

PESKY RETURN FEES

SOME retailers have started charging customers to send back items for refunds.

All'inizio di questo mese, Boohoo introduced a £1.99 charge while Zara customers will have £1.95 deducted from their refund when sending back online orders.

Some retailers have started charging customers to send back items for refunds

Some retailers have started charging customers to send back items for refundsCredito: Getty

WHAT TO DO: Before placing an order, check the company’s refund conditions.

Make sure you are prepared to cough up for any return charges and factor this in to your ­budget.

But if you are returning your item because it is broken or faulty, you should be able to claim back this cost.

Broken mirror a Christmas blow for four-year-old

CHARLOTTE JESSOP watched her daughter’s face fall as she opened her Christmas present and discovered it was broken.

The mum of two, 36, ordered a mirror last December from Amazon.

Charlotte Jessop watched her daughter’s face fall as she opened her Christmas present and discovered it was broken

Charlotte Jessop watched her daughter’s face fall as she opened her Christmas present and discovered it was broken

When it arrived at her Norwich casa, the packaging looked undamaged, so she wrapped it and put it under the tree as a gift for four-year-old Alice.

But when Alice un­wrapped it, she was shocked to ­discover the frame was broken and the glass was cracked.

Charlotte said: “I was frustrated at myself for not opening the box and checking it, but I didn’t have any reason to think the mirror wasn’t OK. It was disappointing.”

Charlotte complained to Amazon and sent pictures of the damage. A replacement arrived a couple of days later.

Chubais ha contribuito alle riforme economiche seguite al crollo dell'Unione Sovietica, ma è rimasto nel governo di Putin e ha mantenuto stretti legami con i funzionari occidentali

Abbiamo chiamato nostro figlio un forte, nome maschile ma la famiglia ci ha riso in faccia

NOME GIOCO

Abbiamo chiamato nostro figlio un forte, nome maschile ma la famiglia ci ha riso in faccia

Carlotta, who runs the finance blog lookingafteryourpennies.com, warns other shoppers to check their items when they arrive.

If there is any damage, she advises: “Take pictures as evidence and contact the seller as soon as you can.”