Delivery Company Not Turned Up? Know Your Rights

It’s happened to all of us at some time or another: you arrange to be at home at a specific time on the day a delivery is expected, and it just doesn’t happen. There is nothing more frustrating than arranging to take time off work so that you are there when your new bed or oak doors you’re waiting for don’t turn up.

Like most of us you probably feel like shouting and banging, just to relieve your anger, especially when there’s nothing you can do about it. Well, you might like to know that so long as you know your rights, you can complain and get something done about the fact that the delivery company did not stick to its promise.

Know Your Rights
Knowing your rights when a courier puts a ‘missed you’ notice through the door when you were on the premises all the time, or when you are given a huge delivery window and have to take that time of work is integral. When you are dealing with Amazon, your complaint is dealt with on a case by case basis and complaints are generally processed through the customer services department.

Companies differ on what type of compensation they offer and many do it on a case by case basis, some make a refund via your credit card. If a delivery has been arranged for a particular day and you have booked time off work to receive it, and the delivery doesn’t happen, you can claim compensation. Compensation is usually only paid if you have lost money by taking the time off work to await delivery.

Your Relationship is not with the Courier
Your relationship is with the retailer that sold you the item, not with the courier or delivery company, this means that compensation for non-delivery and for lost time must go through the retailers, Should you have made your own delivery arrangements with a third party then your retailer is not responsible for failed delivery and lost time. You need to look at what your consumer rights might be and then make your complaint to the courier or delivery company.

Write a formal letter of complaint to the retailer in which you ask what the company’s policies are and what compensation you expect. Your retailer should be able to provide you with a breakdown of their late delivery policies, tell the retailer what the loss has been to you and what you expect in compensation, though they may not agree with your assessment. You may need to go through some protracted negotiations to agree a suitable rate of compensation with the retailer.

The retailer may make you an offer of compensation that is not acceptable to you, in which case you may need to take the matter further. You should be aware that while many companies do have late delivery and failed delivery policies, the only way to force compensation is through the courts.

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