Homebase/Argos won't deliver items to room of choice

[jane1959]

I wanted to make people aware of this as it's not clear on the Homebase website.

I recently ordered three items of office furniture (between 40-50kg each). Argos delivered, on behalf of Homebase, but refused to take the items upstairs. I'm now left with them in my Living Room and am desperately looking for some able-bodied men!!

I've never experienced this before - John Lewis, Next, Dreams etc have all lifted very heavy items up two flights of stairs. I wonder what would happen to people who live in flats.

I feel that this should have been made clear at the time of placing the order. Had it been so, I would definitely have gone elsewhere.

I will NEVER order from either of these companies again.

[MrShed]

Whilst I sympathise, I fail to see the issue - they never said they would, you never asked, and a delivery service certainly has no obligation to take it any further than your door. Surprised(but pleasantly!) that Next and JL will take it to a certain toom, to be honest.

[jane1959]

Whilst I sympathise, I fail to see the issue - they never said they would, you never asked, and a delivery service certainly has no obligation to take it any further than your door. Surprised(but pleasantly!) that Next and JL will take it to a certain toom, to be honest.

 

 

Well you're the first person I've met who hasn't been shocked by this!!!

 

I've spoken to so many people today and everyone has always had it taken to the requested room. I've been having furniture delivered for 30 years and that's always been the case.

 

Nobody I know was aware of this and I think it's worth pointing out to others don't you???

[MrShed]

Thats fine - point it out, not saying any other

 

Just saying that personally I am not surprised, and personally dont think its an issue....but this is just my personal opinion - perhaps I am being naive, and to be honest I have never ordered a lot of large items for delivery .

[jane1959]

Thats fine - point it out, not saying any other

 

Just saying that personally I am not surprised, and personally dont think its an issue....but this is just my personal opinion - perhaps I am being naive, and to be honest I have never ordered a lot of large items for delivery .

 

 

Yes, I understand, but I have ... many, many times. And this has NEVER been an issue before. As I said, everyone I've spoken to can't believe the items were dumped in my Living Room. I paid quite a lot for delivery (more than John Lewis, for instance) and would have expected them to have been put in the required room.

I really wish someone had pointed it out to me, via a forum or whatever, and then I could have taken my custom elsewhere. I had an op recently and am not allowed to lift anything heavy. I read on a forum of a lady who was pregant who had the same problem with Homebase. I would much rather use a company who would take the goods to the required room, than have to rely on friends etc to help me.

My main point is that it should have been made clear. I spoke to Homebase today and the lady on the phone agreed with me. Hopefully, they will change their policy so people know what they're letting themselves in for... it really isn't the norm in my experience.

[blitz]

Argos and Homebase are the same company HRG, and their policy states that they will deliver to any room as long as there are no health and safety issues taking it to your preferred room.

 

You can always ask HRG to refund the delivery charge (which they will probably do).

[jane1959]

Argos and Homebase are the same company HRG, and their policy states that they will deliver to any room as long as there are no health and safety issues taking it to your preferred room.

 

You can always ask HRG to refund the delivery charge (which they will probably do).

 

Interesting!! They only had to take it up two straight staircases. Nothing hazardous. I'll take this up again with Homebase.

Thank you very much.

[barracad]

I really wish someone had pointed it out to me, via a forum or whatever, and then I could have taken my custom elsewhere.

 

To be fair, it's probably easier to ask the company about the delivery arrangements at the time of placing the order, rather than searching round various internet forums to find the answer.

[jane1959]

To be fair, it's probably easier to ask the company about the delivery arrangements at the time of placing the order, rather than searching round various internet forums to find the answer.

 

I just never expected there to be a problem so I wouldn't have thought to ask. However, if someone had told me this had happened to them, then I would have been aware. To be honest, most people I've told today have said that they're glad I mentioned it and will make sure they check. Like me, they'll also avoid Homebase/Argos.

My point is that when after 30 years you've never encountered a problem with something, you don't expect it to happen. As the norm is to have furniture delivered to room of choice, I think companies who don't do this should make it clear at time of booking. Even the delivery men said it wasn't clear and they've had lots of complaints. I think the problem is that they've recently changed their policy.

I just wanted to make people aware. People on the other forum I posted on have been grateful for the advice.

[Bookworm]

Can't say I am surprised, when I ordered large garden room from my catalogue a few months back, the guy would only drop all the stuff in my front garden even though all he had to do was drive a few feet further then drop it in my back garden, which would have made no difference whatsoever to him, but no, wouldn't do it "cos of health and safety". Yeah right.

[Kenobee]

I have this issue whenever I contact a customer to arrange delivery. Many times they expect our drivers to take a pallet/large item out of their trailer and take to x y z. People do not understand that (normally) insurance is payed out on the goods on delivery, the driver is risking it to take it further than the area around the transport vehicle. If they are damaged (or they damage something) after leaving the vehicle Insurance will not cover it. The customer can also claim it was delivered damaged, something which we have to becareful about.

 

I do not work for Argos or Homebase but I can see how their operations work. I find it highly unlikely they would encourage their drivers to take goods any further than front garden (in the case of garden items) or the front hallway. You may not think of it as hazardous but it's the same with all kinds of insurance: don't take the risk don't lose out.

 

Personally if you are seeking an upgraded service to your desired room/location I would recommend taking it up when you order the delivery, not during.

[ErikaPNP]

My father ordered a new bed from Argos a few years ago, he had a similar problem, except when he phoned to order it, he asked if the company would deliver to the room of his choice, explaining to the lady that he is a senior gent and had recently come out of hospital, and was unable to lift anything. Admitting this was difficult for my father as he is a proud man and until then had been fit and healthy, he hates asking for help. The lady on the telephone said that they always deliver to a room of the customer's choosing.

 

When the order arrived the delivery men refused to even take it inside the house. They couldn't possibly argue health and safety as they hadn't seen past the front door. They simply said it wasn't their policy. One of them had the cheek to say he would do it if my father "put his hand in his pocket". My dad told them just to take it away again and he would complain to the company which he did.

 

I myself have had similar difficulties with a company promising delivery "evenings and weekends" when I enquire as I work full time and wouldn't trust an item to be left with any of my neighbours, I wouldn't trust them with a bag of salt let alone an expensive item of furniture, but the delivery men won't do it. They'll attempt delivery mon-fri office hours and stick a card in the door, telling me I can collect the item from their depot! 1. I don't drive, 2. I don't know anyone with a large enough van to collect the item for me, and 3. I paid for a weekend delivery, which was extra!!

 

It's a breakdown of communication between the companies and the couriers. The company claim the couriers state they will deliver to room of choice, or will deliver evenings/weekends, but the couriers insist it's not their policy and the company is aware of that. No win situation really! It's just a pain in the neck to have to ring the company to get a refund and complain yet again.

[gyzmo]

Regardless of any contractual details, you would think the deliverymen would simply do it as a matter of common courtesy, especially if, e.g, the customer is disabled or elderly. What happened to people taking a pride in their work?

 

And as for health and safety, I can bet my dear granny's bloomers that they will find some excuse if they want. Common sense seems to go out of the window where H&S becomes involved.

[blitz]

Page 1793 of the current cat, under Delivery, Larger Items: "...Any Items Marked Home Delivery Only will be delivered to any room of your choice provided drivers do not feel there are any health and safety issues such as a staircase which is too narrow or there is danger of damage to the customer property..." (Excludes 48 hour delivery)

[gyzmo]

Hmmm. There are a few threads on theretail store forums where people are complaining of deliverymen damaging furniture / staircases because of such issues. Possible case if damned either way.

 

Can the items be taken apart and re-assembled? Or maybe any help from friends / relatives / neighbours in moving the furniture?

 

I think this is one of those cases where it is best to achieve the result yourself and not bother with the seller except to write a stinking letter of complaint to them (and posting your displeasure on the internet wherever possible).

[Kenobee]

I certainly hope those people havn't signed for goods that were damaged? If they did they must write it on the delivery note. Even though they ask for your name and signature more often than not you can usually state the condition if it is damaged. If you don't and you claim it was damaged during delivery, they can very simply turn around and say; delivery note has your signature- you accepted it in good condition. Get lost.

 

Do not ever sign until you've inspected the goods. If they are damaged, refuse the delivery stating damaged goods. Contact the supplier and get a new product or a refund. They should not charge you for this.

[aj84]

I've always said this but I get confused too... if it is one item and large - like a bed...easy to inspect for damage

But what about multiple things? for instance, I order lots from a computer supplier (parts) and I could have anything from a few to 30 items in a single box

I dont sit there in front of the driver opening the box, stripping it down and checking it as i know it would take 30 mins or so by the time I got to the last item.

 

Having said that, I have had damaged items (rarely) in a box of 30 items and the supplier honours it and gets it replaced if reported within 48 hours which i think is fair

[blitz]

Isn't there a clause in the sales of goods act or comments from TS that states that a signature accepting goods does not mean you have accepted that the goods are not inherently damaged? Will have a look tomorrow when I get some time (Got work in a minute)

[gyzmo]

a delivery / satisfaction note means diddly sqaut. Its only good for saying that you have got an item. Anything in there about quality / faults / completeness etc can be safely ignored with derision.