Dear Sir/Madam
Further to my e-mail sent 13th December (attached to bottom of this mail) I feel I have to again go into writing to express my dissatisfaction.
I have received a phone call telling me that Dixon ’s are sorry (which don’t get me wrong I do appreciate) but there is nothing they can do! This I dispute and will come to later but to deal with the facts first.
Dixon’s failed to deliver my product as agreed and failed to inform me. Below I attach a paragraph from your Terms and conditions.
IMPORTANT: We do everything we can to meet the delivery times specified in this section. However, occasionally delivery times may be affected by factors beyond our control (eg. problems obtaining authorisation for your payment) and therefore they cannot be guaranteed. We will inform you if we become aware of an unexpected delay.
It does stat that delivery times cannot be guaranteed, stating this may be by factors outside your control. WELL IN THIS CASE YOU CONTROLLED THE DELIVERY BEING CANCELLED NOT FACTORS OUTSIDE YOUR CONTOL! It states that you will inform the customer if you become aware of any delay, IN THIS CASE YOU WERE AWARE AS YOU CANCELED THE DELIVARY AND FAILED TO INFORM THE COSTOMER. This is not in accordance with the above statement.
Product availability was given as the reason for the item not being delivered. Again I attach an insert from your Terms and conditions.
Subject to the paragraph headed “IMPORTANT” underneath the “Prices and payment” section below, acceptance of your order and the creation of a legally binding contract between us will only occur when we send you a third e-mail, which will contain details of how your products will be delivered to you. Alternatively, we may decline all or part of your order for any reason, in which case our third e-mail will tell you so.
Having received this Third e-mail you have accepted my order and I have accepted your terms and conditions and is it not therefore both our obligation to for fill these. With this e-mail came the delivery information and the agreement to inform me if there was any change to the agreed contract. THERE WAS YOU CANCELLED THE DELIVARY. I in return agreed to pay you the agreed some for the product WHICH I DID.
So where dose this leave us, Well it leaves me out of pocket with no product and a broken promise from Dixon’s (if not a broken terms and conditions?), and it leaves Dixon’s saying sorry but we cant help. This brings me to the matter of can't do anything about it, the situation is that my purchase (and it is mine as you have taken payment for it) is in a warehouse somewhere and it should be in my kitchen as agreed. To transport this product to myself over weekend of 19th/20th meeting what I see as a quite reasonable request is not logistically impossible just not within the Dixon ’s willingness to costumer satisfaction.
I feel that I have been very let down by Dixon ’s, and in braking with your terms and conditions by failing to inform me that the product would not be delivered disappointed in the response.
Please could you reply to this e-mail explaining why Dixon ’s feels that they can not deliver the item at a convenient time to me but to yourselves and your views on any breach in terms and conditions that have been made.
Regards
N.Simmonds
Privious e-mail
Dear sir/Madam
I am writing regards the above order and its delivery.
I placed the order on 10tt Dec and on the 10th I got a confirmation that my order was being possessed.
Later on the 10th I got confirmation that my order had been processed and delivery was due on the 13th all day. With this I got a delivery reference 7423161564 and a link to a website to track the order.
When attempting to connect to the web site it would not connect and reported an error. This failing I tried the phone number provided it asked me to ring another number that is said to be on the order receipt, there is no number on the order to ring.
As there was no way of knowing what time the item was due I canceled my engagements for Sunday (most notably taking my son to his football match) and arranged to wait in.
As a last attempt at midday on the day delivery was due I rang the after sales line to try and get some information on my order.
On getting through to the after care service I was informed that my Item was not in stock when ordered and therefore would not be delivered as instructed.
Having now given you the information I would request that you reply explaining the following.
1. Why was I not informed the item was not in stock when I ordered it (giving me the option to source the item elsewhere)?
2. Why was I sent a delivery notice when the delivery was not going to be made?
3. Why was the methods of contact given in the e-mails not available to me?
4. WHY HAVE I NOW WASTED A DAY WAITING FOR SOMETHING THAT WAS NEVER GOING TO ARRIVE?
Having finally got hold of your after sales I was informed that the item was now in stock but the delivery had been cancelled (still not informing myself). Due to work commitments I am not available to take delivery of the item during the week but to add insult to injury I was then told that it could not be delivered Saturday or Sunday next week as there was no slots available. Now it is not due tell Monday 21st when I am having to arrange to be at home to accommodate your mistake!
I understand that sometimes everything dose not go to plan, BUT it is not when everything goes well that defines a company but what things go wrong. As fare as I feel the attitude of Dixon ’s is we have your order and that’s enough.
I would appreciate some proactive action from yourselves to rectify the situation to something I am sure you will agree is more based on customer care and that old fashioned thing called customer service.
Please feel free to call me anytime on 07967480363 or 01628670215
Yours not very happy
N. Simmonds
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