Littlewoods, 2 Month Dispatch!?

[Ocelot]

Hello guys, I'm new here but this seems like a VERY respectable forum for advice with consumer issues, I hope someone can help me.

 

I've got a BIG problem with Littlewoods.

 

21th August 2009 - Order placed for a PC

 

Order was place over the phone, so we were told instantly that the PC was not available until 15th September 2009, so we agreed to wait and that was that.

 

About a week later we get a letter informing us that it will be delayed and will arrive on 16th September 2009, but since it was just one day...we weren't too bothered.

 

16th September came...and went, no PC. September 18th, we call Littlewoods who say that a letter informing us of ANOTHER delay was sent on the 15th September...

 

19th Sept, we get that letter saying that the PC will now arrive TODAY (6th October 2009) so once again, we agree to wait...

 

October 5th 2009 - another letter, informing us that it won't be here until 22nd October 2009.

So, rather annoyed at Littlewoods, I get on the phone to their customer service line, I am greeted by a man who doesn't know the first thing about Littlewoods, it was either his first day on the job, or he has been POORLY trained in customer service.

He takes all the info, I explain about the letters and how frustrating it's becoming having to wait what will be 2 months (come 22nd Oct) for a PC, when I've seen (and passed up) BETTER offers from Currys, PC World and even Dell...all because I had this PC on back order...

The guys response was that there is no reason why my order has been delayed for so long.

At this point, he tried to sell me £10 off my next order (of £50 or over) and then tried to terminate the call, I managed to stop him and asked to speak to his supervisor or the Customer Experience Manaer (Heather Doris, signed on all the letters), he put me on hold (for the 4th time) and eventually passed me over to somebody who was in low-level management, who basically repeated everything he said (even tried to sell me that £10 discount thing again), and told me that according to THEIR records, the order is due for delivery on the 16th of October...So I get confused and thank her for nothing and hang up.

 

I'm normally a patient person, I don't mind waiting for something if its going to be worth it, but when I'm shelling out £500 for a new PC for WORK USE, I think I'm well within my rights to have it when I want it...

I do understand that Littlewoods have to source the stock from wholesalers (or direct from the manufacturer) and that will obviously incur some delays on orders...but if you look at the link I pasted in above, it very clearly says "Delivery withing 5 day(s)"...so why do I have to wait 2 months for something when other people can have it within 5 days? (again, the people on the phone had no answer for THAT either...)

 

Thanks for reading, I welcome any advice with this matter.

 

-Anth Richardson.

Edited October 6, 2009 by maroondevo52
Removed commercial link

[maroondevo52]

Hello and Welcome, Ocelot.

 

Sorry I can't help with your problem, I've removed the link you posted as posting such links are against site rules.

 

Hopefully someone will be along shortly to help you out.

 

Good luck with that.

 

Regards.

 

Scott.

[Ocelot]

Sorry for that mate, wasn't aware of that rule

 

Can I provide a Catalog Number for people to lookup?

[maroondevo52]

That should be ok.

 

Can you post up the make and model or a picture of it.

[Ocelot]

Littlewoods Cat No is: PH4591A

 

Model is Acer Aspire X3200, AMD Athalon 64 Dual Core, 3GB RAM Nvidia 8200 Graphics, 19" TFT Monitor.

Image below:

[Ocelot]

-Bump-

[Conniff]

Unless your getting it from Littlewoods because you need to spread the payments, then I would get one from somewhere else and refuse to accept the Littlewoods delivery when it eventually arrives.

Or you could write to the boss with a complaint (they might give you more than a tenner) or even make an official complaint.

[Ocelot]

Well, late last night I sent off a bunch of emails, to Shop Direct and the manufacturer of the PC, both emails were complaining about Littlewoods very poor Customer Service, and asking THEM if they could give me a valid reason to continue to wait (Yes, needed from LWoods to spread payments).

Haven't gotten any replies yet, but should get something sometime today (Still early morning here...)

[Ocelot]

Does anyone know of any legislation or agreements (maybe Consumer Credit Agreement or Trading Standards) that would relate to providing promised goods in a "reasonable" amount of time?

 

that would help a LOT here I think.

[Ocelot]

Hmm....Apparently "The Manager" is looking into this and we should hear from "Him" sometime today or tomorrow...

[Ocelot]

And they've done me over by changing the info on the wbesite to say "Delivery within 3 week(s)" now...

 

I'm getting VERY frustrated with them now.

[hightail]

Is there nowhere else you can buy from and spread the payments?

[heliosfa]

Does anyone know of any legislation or agreements (maybe Consumer Credit Agreement or Trading Standards) that would relate to providing promised goods in a "reasonable" amount of time?

 

that would help a LOT here I think.

Yes, the Consumer Protection

(Distance Selling) Regulations 2000, the ones that give you the 7 working days from delivery to cancel the order. They also state that Delivery should occur within the time period specified in the order and definitely within 30 days.

 

From the OFT,

Carrying out the contract (Regulation 19)

How long do I have to carry out the contract?

3.16 A contract must be carried out within the time limits agreed with the

consumer as stated in your terms and conditions. If no period has

been agreed, the statutory time limit is 30 days from the day after

the day the consumer sends the order to you.

What if I am unable to deliver the goods or start a service in

the time agreed or within the 30 days statutory limit?

3.17 If you cannot meet the 30 day deadline to deliver the goods or

perform the service, you must inform the consumer before the expiry

of the deadline. You and the consumer may agree a revised date

for delivery of the goods or performance of the service. But the

consumer does not have to agree to a revised date. If they do not

agree to a revised date, the contract must be treated as if it had not

been made, apart from any rights that the consumer has under it as

the result of the non-performance.

3.18 If you are unable to meet the deadline and have not agreed an

alternative delivery date with the consumer, you must refund all

money paid in relation to the contract including the postage and

packaging. Please see paragraph 3.49 for information on additional

services that may have been provided under a different contract.

The refund should be made as quickly as possible and within a

maximum of 30 days.

3.19 Any credit agreement associated with the purchase is also

automatically cancelled. For more information about refunds see

paragraphs 3.46 to 3.54.

 

Basically, you can cancel that particualr order for a full refund.

 

 

HOWEVER, if you were buying as a business, these do not apply and you would have to sue them for the costs and damages you suffer from their non performance.

 

H

[Ocelot]

There were other places to get it from, Bright House, Freemans, even Argos, but it's becoming the PRINCIPALS of it, what kind of bull**** company takes 2 months to deliver a PC?

 

Thanks for the info Heli, I'll throw that at em and see if they **** bricks and give me it sooner.

[heliosfa]

There were other places to get it from, Bright House, Freemans, even Argos, but it's becoming the PRINCIPALS of it, what kind of bull**** company takes 2 months to deliver a PC?

 

Thanks for the info Heli, I'll throw that at em and see if they **** bricks and give me it sooner.

 

I have seen Dell take a month, but they "build to order" and what had been ordered was quite specialised and they had screen shortages. However, Dell made everyone aware at the time of order!

 

Acers are not "built to order" and are an off-the-shelf type of PC.

 

H

[Ocelot]

Exsactly, so why are they taking 2 months to send what can only be described as an "entry-level, fairly basic" PC.