Grrr bedding delivery - what would you expect..

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wills_91

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I ordered a pallet of wood pellets from a big company a few weeks ago. Delivery driver called a week last Thursday to clarify directions, I wanted to be there to sign for delivery so asked him for a time, time was agreed and I told him to ring me if anything changed as I was off all day. Arrived at the yard an hour before the delivery was due, pulled in to the car park and there was a pallet, wrapping all burst off, bags of bedding everywhere and several burst open with pellets scattered every where. To top it off when I moved them inside only 44 bags had been delivered should have been 66 - 8 of these were empty and lying all over our drive - most were burst. I called the company straight away, took photos and sent them and they said they would investigate. After 10 days they finally get back and say the courier have confirmed it arrived to them damaged and instead of contacting the company they decided to deliver anyway. They at first were refusing any form of refund as the delivery had been signed for (by the delivery driver) and after a lot of haste today they offered to refund me for 20 bags. I don't think that's good enough?!
 
Ask for the managers name. Tell them clearly what you want, not what they suggest, give them a time frame and if there is any quibble, infirm them that this story AND all the evidence will be posted all over social media. Unacceptable. End of.
 
I ordered from White Horse. They sent me loads of notifications about despatch and delivery. When it hadnt turned up by 4pm I called them, they called the courier company and rang me back with a delivery time within 15 mins. They were incredibly polite and easy to deal with, and I think from ordering to delivery was only 3 days. Life is too short for the sort of nonsense you had! Ring up and complain, the change suppliers!
 
I had lots of problems with LWP deliveries but have had none of that with White Horse.

One use palletways and one don't, but I can't remember which way round it is (!)

I wasn't very happy with LWP's customer service, I think the best I ever got was a discount of a future order.
 
FrankieCob said:
I ordered from White Horse. They sent me loads of notifications about despatch and delivery. When it hadnt turned up by 4pm I called them, they called the courier company and rang me back with a delivery time within 15 mins. They were incredibly polite and easy to deal with, and I think from ordering to delivery was only 3 days. Life is too short for the sort of nonsense you had! Ring up and complain, the change suppliers!
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This is who I ordered from! Switched to them as I had heard nothing but positive reviews about them so a little disappointed so far! I will call back tomorrow (if they are open) and speak with a manager glad I'm not the only one who finds this unacceptable a few have said to me what they have offered seems reasonable!
 
Luck of the draw but I would be pursuing and I would ring and complain to the delivery company too.

I had White Horse delivery last week via Palletways and both companies were excellent. Palletways told me they have had a recent policy change and will not now deliver without a signature so if it was this company ring and challenge their policy.

The driver I had was lovely, rang half hour before as I had requested and was cheerful, polite and efficient in his delivery.

It is a minefield though, a lot of delivery drivers are a law unto themselves.
 
Yes it was delivered via palletways so I will be contacting them to as I wasn't aware of that policy. It's so irritating as there is no way I would have accepted that.
 
Others on my yard have ordered before recently and not had to be there for delivery, so I queried why I had to and the girl clearly stated a recent change in their policy and that they had to have a signature now due to having to many issues before.
 
I will be looking in to when this changed. I was able to be there and there way in advance to sign which makes it more annoying.
 
Doublethyme said:
The driver I had was lovely, rang half hour before as I had requested and was cheerful, polite and efficient in his delivery.

It is a minefield though, a lot of delivery drivers are a law unto themselves.
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My driver was lovely as well! The pallet broke on its way out of the lorry and he still got it a 100yds away to where I wanted it. Lovely polite guy as well! Definitely ring White Horse, they couldn't have been more polite or accommodating when I called them :)
 
wills_91 said:
I ordered a pallet of wood pellets from a big company a few weeks ago. Delivery driver called a week last Thursday to clarify directions, I wanted to be there to sign for delivery so asked him for a time, time was agreed and I told him to ring me if anything changed as I was off all day. Arrived at the yard an hour before the delivery was due, pulled in to the car park and there was a pallet, wrapping all burst off, bags of bedding everywhere and several burst open with pellets scattered every where. To top it off when I moved them inside only 44 bags had been delivered should have been 66 - 8 of these were empty and lying all over our drive - most were burst. I called the company straight away, took photos and sent them and they said they would investigate. After 10 days they finally get back and say the courier have confirmed it arrived to them damaged and instead of contacting the company they decided to deliver anyway. They at first were refusing any form of refund as the delivery had been signed for (by the delivery driver) and after a lot of haste today they offered to refund me for 20 bags. I don't think that's good enough?!
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I agree, If i have got this right, I would be wanting a refund for the 22 missing bags plus the 8 burst bags... so a refund for 30
 
I had a similar issue with them. I took photos of the palletand damaged bags and emailled the to White Horse.....got my money refunded within 2 days. Whilst it was annoying to deal with the mess, I couldn't fault thier customer service .
 
EQUIDAE said:
I think as 8 were burst and they offered a refund of 20 that is fair.
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But there were 22 missing and 8 empty and others burst and laying all over the drive. In their shoes OP if they wanted to keep me happy then I would expect a refund for 40 bags to cover the lost pellets and the inconvenience of clearing up the drive. They can then take it up with the delivery company to get a refund for the damage caused to the packaging if they use a third party for delivery.
 
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twiggy2 said:
But there were 22 missing and 8 empty and others burst and laying all over the drive. In their shoes OP if they wanted to keep me happy then I would expect a refund for 40 bags to cover the lost pellets and the inconvenience of clearing up the drive. They can then take it up with the delivery company to get a refund for the damage caused to the packaging if they use a third party for delivery.
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Bloody hell I totally didn't realise that. Cheeky *******!
 
I'm so lucky with our local company who deliver our shavings. They are agricultural, so are used to delivering all sorts to our farm. The drivers know where we store the shavings, so just drive up, open gate, back into yard, unload shavings bales neatly in designated area, drive out, close gate and drive off. :)
 
BigPony said:
I had lots of problems with LWP deliveries but have had none of that with White Horse.

One use palletways and one don't, but I can't remember which way round it is (!)

I wasn't very happy with LWP's customer service, I think the best I ever got was a discount of a future order.
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I too, had problems with lWP . Burst bags ect. And poor customer service.
 
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