BlkKnight

A customer registers on our website (about 2 years ago, tracked by customer ID).

Last week she placed an order.

During the order process, she is asked to confirm delivery & invoicing addresses & was emailed a copy of the order with both addresses on.

The goods get accepted by customers neighbour (as per delivery instructions left by customer).

. . . .

- Customer chases goods - advised left with neighbour.
- Customer advised not with neighbour.

Turns out the customer moved 6 months ago & expected us to update the website contact details.

Customer refuses to pay for re-delivery costs claiming it was our mistake.

We refuse to pay on her behalf (goods are worth just over the delivery costs).

We also agree to refund the cost of the goods less outbound & inbound delivery costs.

Customer still claims that we should have KNOWN that she had moved & should have updated her records.

She now wants to take the matter to the small claims court.

FFS

GC8WRX

You dont work for an importers do you?

I used to get this all the time, customers expecting a degree of clairvoyancy from you

To quote alan partridge: " i just hate the general public"

Floodboy

stupid people + technology = nothing surprises me anymore having worked in IT for 18 years

markr1963

Methinks your crystal ball has gone cloudy

mykp

i think anyone buying a pc should have to take a test to see if there intelligent to understand basic computer common sense. If not they cant buy one.

As for the lady above, let her take you to court. I am sure they would like to laugh at her as well!

BlkKnight

She's just rang in and kicked off & demanded to speak to the MD.

Got the same response.

Scoobychick

iTrader: (1)

The customer is always right don't you know?

Offer to split the redelivery cost with her then refuse her custom ever again

Then come back here and have another rant I love all my customers (just in case any are reading this )

TelBoy

What sort of "customers", Sal....?

Scoobychick

iTrader: (1)

The ones that buy my boats, not what you're thinking. Wash your filthy mind out now Terence

Dedrater

You will get a beasting in court by the way.

The customer has now unconditionally cancelled that order. Now that the contract is cancelled, but you have sent them to the wrong address, they have no way to make them available for you to collect.

I would refund the money in full ASAP

Jamescsti

They sent the item to the address the customer specified as I understand it.
The customer is at fault as far as I can see

NotoriousREV

There's no logic to this post.

The customer has cancelled the contract after goods were delivered to the address they specified. If the customer cannot make the goods available for collection, they will have to cover the cost of the goods. There is no need to refund the money.

Of course, this is assuming the law is in any way logical or fair.

phil_wrx

iTrader: (2)

dont you have processes in place that checks the delivery address is still the same ? i.e asking her at point of order?

PaulC72

bah let the idiot take you to court at least you can laugh at her face to face, fool.

Dedrater

Right lets just say that this customer does start litigation, they have a good few regulations to fall on to make a good claim:

Unfair Terms in Consumer Contract Regulations
Electronic Commerce Regulations
Distance Selling Regulations (DSRs)
Financial Services and Markets Act 2000

It is wildly know that most retail sites on the Internet do not conform to the letter on the above regulations, so what ever argument the claimant uses can only (imo) be defended by claiming burden of proof and this will need to be “beyond reasonable doubt”

The DSRs for most goods and services provide additional rights to consumers buying at a distance to encourage confidence in this method of buying. DSRs say that you must provide consumers with clear information so that they can make an informed choice about whether or not they wish to buy from you, specifically point I3.6 requires your delivery arrangements in a clear and concise textual manner, in fact Regulation 7 states that if payment is required in advance, (the customer) must supply a full geographic address, this applies before goods are received and can either be stored or confirmed upon ordering.

If the customer has paid by Credit Card, the credit providers will share liability for any breach of contract or misrepresentation by suppliers of the goods or services and they have departments dedicated to getting there money back.

All in imo

PaulC72

But surely the main one being good old common sense and the general application of such by the judge would negate all the arguements

Kieran_Burns

iTrader: (1)

So she was given the opportunity to confirm the mailing address BEFORE and AFTER placing the order.

So where's the fault?

Dedrater

I would have to see the terms, which would form part of the contract, of sending items to an address not the same as the billing address. It will most likely be very favourable from a consumer point of view.