Hello all,

I recently ordered some goods online and paid for them to be delivered. On the day of delivery, the retailers courier damaged my property and openly admitted it - only after the damage was done did they take the necessary precautions.

I took photos of the damage and sent them to the retailer who wiped their hands of the issue and told me the courier would be investigating the issue.

I then recently received a call from a solicitor asking to send the photographs to them and to obtain some quotes to repair the damage. I spoke to some local traders who emailed over some quotes which I then forwarded to them. Apparently this was unacceptable because they were not formal quotes on company headed paper.

So I went back to the traders and asked for a formal quote, of course these people don't typically have time for this and aren't based in offices to email out quotes so I only got one reply. I then forwarded the quote again.

The reply this time was that it was unacceptable again because the quote was not broken down into cost of labour, materials, etc. I imagine if I ask the traders for this again, I will be ignored like last time. I also think that they're continually trying to make things difficult so eventually I give up and they don't pay out.

I did consider seeking legal advice but for such a small claim it seems quite pointless. At the same time, I don't see why they should be allowed to get away with this, the courier (and retailer) have clearly broken their contract by not carrying out the service with care and skill. Is it worth seeking legal representation and threatening court action? I can't see why they would let it get that far when they are clearly in the wrong?

Also, I thought my contract is with the retailer and so they are solely liable for this? Why am I dealing with the courier's defence? Their website says the contract out delivery but they still take sole responsibility for delivery.

Many thanks for any help in advance

A good idea to contact your local Trading Standards office. Your local Citizens Advice Bureau will have the details or should be on your local council website.

Go to point 29 number 5 may be helpful

http://www.legislation.gov.uk/ukpga/2015/15/pdfs/ukpga_20150015_en.pdf

A good idea to contact your local Trading Standards office. Your local Citizens Advice Bureau will have the details or should be on your local council website.

Thanks for the reply. I spoke to Citizens Advice and they were quite useless actually, the person I spoke to just ended up reading from their website (which is what I had done before ringing them).

What can Trading Standards do? This is a global retailer who know what they're doing - trying to make things so difficult the claim isn't pursued. I'm still pretty sure that's why I'm dealing with a solicitor's defence handler, a call from a solicitors office would probably scare a lot of people off.

Hi Just for clarity:

1. How did you purchase this item online (website) or in person?

2. When did you purchase this item?

3. How did you pay for this item?

4. What was the item? (electrical goods etc)

Hi Just for clarity:

 

1. How did you purchase this item online (website) or in person?

2. When did you purchase this item?

3. How did you pay for this item?

4. What was the item? (electrical goods etc)

Hi,

The items were purchased online around the beginning of May, this has been going on since the items were delivered a few weeks after that. I paid by debit card, the items in question were a few pieces of furniture.

If they were damaged on delivery, you should have rejected straightaway, as the retailer is responsible for their delivery company supplying the goods in perfect condition. If the retailer fobbed you off within 30 days of the delivery trying to blame the delivery company, then they should take the furniture back, either refunding in full or supplying new replacements.

If they were damaged on delivery, you should have rejected straightaway, as the retailer is responsible for their delivery company supplying the goods in perfect condition. If the retailer fobbed you off within 30 days of the delivery trying to blame the delivery company, then they should take the furniture back, either refunding in full or supplying new replacements.

Hi, the items of furniture delivered weren't damaged; the delivery people damaged my property whilst delivering this furniture.

Hi, the items of furniture delivered weren't damaged; the delivery people damaged my property whilst delivering this furniture.

Ok, misread your post.

It is simply the case of getting 2 repair estimates from companies on headed paper and then telling the retailer you will proceed on the basis of the cheapest quote and will be issuing a county court claim, if they don't pay you the lowest estimate within 21 days. The retailer is who you had the contract with for the delivery and any liability should be with them. They will recover any amount from the delivery company.

Don't get played by companies in this situation. Be assertive and just do what you need to do.

The only caveat is to read the contract with the retailer you agreed to. See what is says if anything about the delivery side of things, as to whether they have included any term relating to damage caused to your house and/possession during the delivery.

What exactly was damaged?

Did the driver reverse into a wall?

What was the damage and how did it happen

What exactly was damaged?

Did the driver reverse into a wall?

 

What was the damage and how did it happen

Quite. My experience with help from Trading Standards was a good experience. Very expert. You have chosen the solicitor route which as you say, a call to the delivery company should get the result you want.