Waited For Delivery 5 Times

[BAKERS DOZEN]

Please can some advise what steps to take next as I am at screaming point with ArrowXL dekivery firm. I ordered a TV on 12th November and was given a delivery date of 19th Nov. I had to change this to 22nd and received a text confirming delivery would be on 22nd between 7.30am and 9.30am. It did not arrive. After a 26 min phone call I was given a new date of the 24th and a time slot between 2.00pm and 4.pm. It did not arrive. After a 31 min phone call I was given a new date of 29th but no time stated. It did not arrive. I had to cancel a hair appointment for this one. Next date was Fri 2nd Dec. It did not arrive. On Fris 2nd I spoke to the manager who assured me that the problems were because the TV kept being sent to the Worcester depot instead of the Wigan depot and that she would now manage the delivery personally and follow it till it was delivered. She gave me a last and final date of today but could not give me a time slot until Monday. On Monday I got a text confirming the delivery today, the 6th, between 8.00am and 10.00am and guess what - IT DID NOT ARRIVE. She confirmed on Friday the TV was in the stock, in the right depot and confirmed my address etc. Just rang again to be told the TV has gone to Worcester again. I do not want to give up on this TV as I got it a really good price and used a discount voucher to buy it. I even checked on the price on Black Friday as I would have cancelled and gone elsewhere but it had gone UP by £70 on that date. So much for Black Friday! Where do I stand over time wasted staying in and the cost of phone calls and missed appointments. Can I send them a bill? Any advice please before they ring me back with yet another delivery date.

[scorpiojo]

http://www.moneysavingexpert.com/shopping/delivery-rights

[BAKERS DOZEN]

Thanks scorpiojo. Lots of good advice on there.

[chiaroscuro]

Earlier this year I ordered a washing machine from the online retailer Very, to be delivered by ArrowXL. My experience was very similar to yours, with several text messages putting back the delivery date. It was hopeless talking to ArrowXL - I kept getting conflicting info about the whereabouts of the machine. In the end I had an 'online chat' with Very and read the riot act. I got a refund of the delivery charge and the machine arrived on the next promised date.

[scorpiojo]

You're welcome, BD. Good luck :)

[BAKERS DOZEN]

Ordered the TV from Very so similar to you. Have spoken to them numerous times and they just contact the carriers and give me a new date. Last time I did an online chat with Very and told an idiot called Craig that I had waited in three times (at that stage) the reply he typed was "Wow that's awesome". Why do they employ people like that to be in contact with customers? Will be back on to them after lunch. It was wanted for a birthday present and ordered in plenty of time but that has long gone now.

[gingejbee]

Unfortunately, very good prices often mean problems elsewhere (as you've discovered)...delivery, dealing with faults, after-sales service, getting warranty work done etc.
Personally, I prefer to pay more upfront to John Lewis (for a TV, say) and get a firm delivery and a five-year warranty...you pays your money and you takes your choice.

[Sycamore3House]

There are no bargains anymore. All companies advertise them but you end up paying in other ways.

[ladybirder]

What absolutely appalling service. I feel so angry on your behalf:-( Doesn't help you now but I wouldn't use anyone else but one of these three, John Lewis, Richer Sounds or Costco. One of them is usually the cheapest plus they give extra warranty.

[ladybirder]

^ And all give brilliant service!