Trying in vain to return an item

[london_lasher]

hi all hope you can help me here - my problem is nowhere near as bad as most other peoples on here however it is infuriating to say the least.

 

We ordered a dolls house online from GLTC for my daughter for Xmas, it arrived however there was a piece missing - so the company sent a new one out to us straight away which was complete. So far excellent service.

 

Now the infuriating part - we now have had a spare (incomplete) boxed up dolls house in our hallway for several weeks, the GLTC's courier company - parcelforce - have not turned up now on several occasions when the wife has stayed in all day to wait for them. We have tried to get them to give us a 2hr time slot where they will pick it up but they insist on 8am-5pm only, which we are not now prepared to accept given their recent performance.

 

I have threatened to give the spare dolls house away to charity in order to get some movement from GLTC but they are insisting that return of the items is my responsibilty so we have to guarantee someone is in between 8am and 5pm on the next designated pick-up date, otherwise we will be "charged".

 

Anyone any advise as to how we can get this resolved? getting it picked up from work is not an option as we both use public transport.

 

Many thanks

[ashmk]

I would report my card lost so the number is cancelled and get a new one then they cannot bill you. Then I would call them, followed up with a letter and tell them that the dolls house will be left out on X date for them to collect and if they do not collect it then it will be disposed off.

They will more than likely moan about this but it's not your problem if they are incompetent at collecting a simple box. You have given them enougth chances, don't waste anymore time on them.

[Guest GLTC]

Hello

I'm so sorry to hear about the problems you have experienced. I am the Head of Operations at GLTC and I'm keen we put this right for you. Please can you email me with your details and I promise we will sort this out. contact natalie@ gltc.co.uk

Kind regards

Natalie

 

 

hi all hope you can help me here - my problem is nowhere near as bad as most other peoples on here however it is infuriating to say the least.

 

We ordered a dolls house online from GLTC for my daughter for Xmas, it arrived however there was a piece missing - so the company sent a new one out to us straight away which was complete. So far excellent service.

 

Now the infuriating part - we now have had a spare (incomplete) boxed up dolls house in our hallway for several weeks, the GLTC's courier company - parcelforce - have not turned up now on several occasions when the wife has stayed in all day to wait for them. We have tried to get them to give us a 2hr time slot where they will pick it up but they insist on 8am-5pm only, which we are not now prepared to accept given their recent performance.

 

I have threatened to give the spare dolls house away to charity in order to get some movement from GLTC but they are insisting that return of the items is my responsibilty so we have to guarantee someone is in between 8am and 5pm on the next designated pick-up date, otherwise we will be "charged".

 

Anyone any advise as to how we can get this resolved? getting it picked up from work is not an option as we both use public transport.

 

Many thanks

Edited February 4, 2011 by MARTIN3030

[IdaInFife]

posts unapproved until verification has been received

[MARTIN3030]

Welcome to the site Natalie,it is good that you have offered to help our member here.

The Consumer Action Group embraces and encourages pro active efforts by companies to resolve customer complaints.

We do expect that our members are able to update any resolution or progress,and look forward to reading of that in this instances,and any which may follow in the future.

[london_lasher]

hi all, just to update on this, GLTC's couriers turned up to collect on the next scheduled pick up date. I was off work and at home all day as my daughter was sick so no extra time had to be taken for this issue.

 

Note this was before Nathalies' kind offer.

 

thanks to all for input.

[Guest GLTC]

I'm so glad to hear that the item was picked up. Thanks for the update. I'm very sorry that you were inconvenienced by this whole process. We are constantly looking at ways we can improve our service so we will also look at collections.

 

Best wishes

Natalie at GLTC

 

hi all, just to update on this, GLTC's couriers turned up to collect on the next scheduled pick up date. I was off work and at home all day as my daughter was sick so no extra time had to be taken for this issue.

 

Note this was before Nathalies' kind offer.

 

thanks to all for input.