blue beasty
Leaks an prone to bits dropping off
The fault may well lie with the courier, I suggest comunication and record checking and comparing before public recriminations
The fault may well lie with the courier, I suggest comunication and record checking and comparing before public recriminations
Foxyred
Well-Known Member
You do not get any paperwork if you refuse delivery. I have looked up the Tracking number given by Will at sp 4x4 and can find no record on Tuffnells site.
I will be communicating to Will and asking for the £450 he has that is mine, Its his job to chase his courier as he employed them not me.
I will be communicating to Will and asking for the £450 he has that is mine, Its his job to chase his courier as he employed them not me.
blue beasty
Leaks an prone to bits dropping off
I'm not saying it's your job. I'm saying that amicable communication can probably sort this out.
They have the money, the bonnet appears to be missing. I doubt that either of you are trying to intentionally rip the other off though it's possible. It could be anything from an accounting error to theft but finding where the bonnet is now is in both your interests
Foxyred
Well-Known Member
Unfortunately I had not looked at my Bank account until he posted so assumed he had refunded me ! So I will now be chasing SP 4X4 for the £450 of mine they have.
You are correct communication will help resolve it. But I have not called him or his Company Liars or Thieves I said they had Bad Customer Services and poor Couriers. The Couriers will not tell me anything they will only deal with the sender.
So up to now I am Correct . We will wait and see now he has brought it up on Open Forum where he go's from now on
You are correct communication will help resolve it. But I have not called him or his Company Liars or Thieves I said they had Bad Customer Services and poor Couriers. The Couriers will not tell me anything they will only deal with the sender.
So up to now I am Correct . We will wait and see now he has brought it up on Open Forum where he go's from now on
It's a shame this has gone onto an open four like this.
Foxy red is undoubtedly frustrated and is out of pocket but equally no retailer ever gives a refund without receiving the goods and if the error seems to lie with the couriers then that needs investigating and unfortunately that takes time...more frustration and financial pain for foxy but again not unreasonable from sp 4x4.
To be fair foxy...Whilst understanding your frustration and situation I think from an objective and neutral point of view that the company have actually displayed very good customer service towards you...The issue is that you want your money back ASAP but in fairness he company has to investigate and receive back their goods before that can happen.
As blue beasty wisely pointed out. ..communicate with each other. .not on here and try to understand each others perspective and frustrations.
Good luck to you both
Foxy red is undoubtedly frustrated and is out of pocket but equally no retailer ever gives a refund without receiving the goods and if the error seems to lie with the couriers then that needs investigating and unfortunately that takes time...more frustration and financial pain for foxy but again not unreasonable from sp 4x4.
To be fair foxy...Whilst understanding your frustration and situation I think from an objective and neutral point of view that the company have actually displayed very good customer service towards you...The issue is that you want your money back ASAP but in fairness he company has to investigate and receive back their goods before that can happen.
As blue beasty wisely pointed out. ..communicate with each other. .not on here and try to understand each others perspective and frustrations.
Good luck to you both
Stretch
Well-Known Member
To update this thread (with the original subject) I ended up buying a load of stuff from YRM =>
https://www.landyzone.co.uk/land-ro...n-wagon-in-holland.298002/page-4#post-3745470
I'll let you all know how I get on with it
https://www.landyzone.co.uk/land-ro...n-wagon-in-holland.298002/page-4#post-3745470
I'll let you all know how I get on with it
SpringDon
Well-Known Member
I do agree but on the other hand (and I don't think I'm a bad person) it's quite exciting with the switching of viewpoints. We just want to know the truth.
And anyway, they started it.
Foxyred
Well-Known Member
Bit quiet on the SP4x4 front ! wonder why that is ? I too find it quite bizarre ! I have recently changed banks and had not noticed the lack of refund.
But due to Mr William Staniford -Payne calling me names, he brought the debit into the light.
I will be sending him a Letter tomorrow. But I suspect he Knows the Consumer Contracts Regulations that came into force on 13th June 2014 which clearly state that the supplier is responsible for the goods until the customer accepts them
But due to Mr William Staniford -Payne calling me names, he brought the debit into the light.
I will be sending him a Letter tomorrow. But I suspect he Knows the Consumer Contracts Regulations that came into force on 13th June 2014 which clearly state that the supplier is responsible for the goods until the customer accepts them
hi there!
i have not had chance to reply yet as i have a business to run unfortunately,
You have asked questions but most of the answers to them are in my first post.
All of the copies of our email are put in the first message for everyone to see, you are very much welcome to put them up again.
I fail to understand why you need to ask for my permission when i have already put them up myself, but hey ho!
As i have said it was delivered at 11.52 am and signed by WRIGHT on the consignment number given in my post. This can be tracked on APC's website with the delivery postcode. Or can be tracked on the following link without needing a postcode.
https://emea.netdespatch.com/mba/6179x0/track/index.php3
However when you had emailed us you stated you had refused delivery and had not taken possesion.
You also state in your other posts about us that is took a week to get a refund, yet you are know saying you hadnt checked your bank to see if you had a refund yet you were very specific stating it took a whole week to refund? where did that come from?
We have had no contact from you and had no item back, which lead us to believe there was actually no issues with the order as stated. It has only been brought to my attention after browsing forums.
I have absolutely no problem in issueing a refund for items returned, However the item as been signed for and delivered contrary to what you have said and you had made absolutely no contact to us for months but then think it is appropriate to slate us and say it took a week to refund you (when we havent refunded at all)
This is not the place to be sorting issues out, direct emails usually work best. However i will look further into this for you.
kind regards
wiliam
i have not had chance to reply yet as i have a business to run unfortunately,
You have asked questions but most of the answers to them are in my first post.
All of the copies of our email are put in the first message for everyone to see, you are very much welcome to put them up again.
I fail to understand why you need to ask for my permission when i have already put them up myself, but hey ho!
As i have said it was delivered at 11.52 am and signed by WRIGHT on the consignment number given in my post. This can be tracked on APC's website with the delivery postcode. Or can be tracked on the following link without needing a postcode.
https://emea.netdespatch.com/mba/6179x0/track/index.php3
However when you had emailed us you stated you had refused delivery and had not taken possesion.
You also state in your other posts about us that is took a week to get a refund, yet you are know saying you hadnt checked your bank to see if you had a refund yet you were very specific stating it took a whole week to refund? where did that come from?
We have had no contact from you and had no item back, which lead us to believe there was actually no issues with the order as stated. It has only been brought to my attention after browsing forums.
I have absolutely no problem in issueing a refund for items returned, However the item as been signed for and delivered contrary to what you have said and you had made absolutely no contact to us for months but then think it is appropriate to slate us and say it took a week to refund you (when we havent refunded at all)
This is not the place to be sorting issues out, direct emails usually work best. However i will look further into this for you.
kind regards
wiliam
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hi,
I have emailed the courier company to confirm what has happened due to the contradicting evidence
and they have just wrote back now:
Hello William,
I have spoken to our oversized carrier about this one, it was refused due to damage, not delivered, the depot recorded the wrong POD.
The delivering depot advised they returned this although there is no record of it being returned, they did advise however this was land rover bonnet. One of which we received a few days ago in returns from tuffnells with no labels attached.
We believe the bonnet in our warehouse is for this consignment.
Is there any way to possibly confirm this, or shall I just get this returned on this consignment number?
Kind regards,
So delivery wasn't made even in light of the tracking info.
As standard in a return case a refund will be made asap.
A lack of communication is to blame and when someone asks for a refund straight away, the tracking shows item as delivered and then without contacting us ever again
we only assumed there must have been no problem. However for us then to see months later the same customer bad mouths how bad our customer service is and states it took a week to refund (when we know a refund had not been made) all points to one thing.
Nevertheless, i am sure people can see we have acted as best given the factors brought before us and and since it being brought to our attention, luckily by myself scanning a forum and pro actively looking into the situation, that i have been able to resolve it. So a proven point that if anyone does have an issue we will resolve it no matter what the obstacles are! Even with a lack of direct communication! Just dont go onto forums saying that we provide terrible customer service and it took a week to refund when that wasnt the case or you'll get accused of trying to steal our bonnet!
In future with issues, please keep in contact with the seller to give them chance to help you rather than venting anger on forums as it doesn't actually solve anything.
kind regards
william
I have emailed the courier company to confirm what has happened due to the contradicting evidence
and they have just wrote back now:
Hello William,
I have spoken to our oversized carrier about this one, it was refused due to damage, not delivered, the depot recorded the wrong POD.
The delivering depot advised they returned this although there is no record of it being returned, they did advise however this was land rover bonnet. One of which we received a few days ago in returns from tuffnells with no labels attached.
We believe the bonnet in our warehouse is for this consignment.
Is there any way to possibly confirm this, or shall I just get this returned on this consignment number?
Kind regards,
So delivery wasn't made even in light of the tracking info.
As standard in a return case a refund will be made asap.
A lack of communication is to blame and when someone asks for a refund straight away, the tracking shows item as delivered and then without contacting us ever again
we only assumed there must have been no problem. However for us then to see months later the same customer bad mouths how bad our customer service is and states it took a week to refund (when we know a refund had not been made) all points to one thing.
Nevertheless, i am sure people can see we have acted as best given the factors brought before us and and since it being brought to our attention, luckily by myself scanning a forum and pro actively looking into the situation, that i have been able to resolve it. So a proven point that if anyone does have an issue we will resolve it no matter what the obstacles are! Even with a lack of direct communication! Just dont go onto forums saying that we provide terrible customer service and it took a week to refund when that wasnt the case or you'll get accused of trying to steal our bonnet!
In future with issues, please keep in contact with the seller to give them chance to help you rather than venting anger on forums as it doesn't actually solve anything.
kind regards
william
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Foxyred
Well-Known Member
Well at least I was vindicated ! And shown what a Great company SP 4x4 Ltd are
All below taken from WHICH Consumer rights Shame William spends so much time running his company that he can't spend time to understand UK laws or how to treat Customers .
Damaged goods
The Consumer Rights Act states that the seller is responsible for goods up until they are delivered to the consumer. Any damage or breakage en route is the responsibility of the seller.
For all goods bought before 1 October 2015, you have the same rights under the Sale of Goods Act.
If you purchased your goods online you are also covered by the Consumer Contracts Regulations, which make it clear that the seller is responsible for the condition of the goods until the goods are received by the consumer, or by someone else they have nominated to receive them.
So you shouldn't be told to take up your complaint with the delivery company. Nor should you be told that you'll need to claim on the delivery company's insurance.
You can’t sign away your rights
If you're at home when the delivery company arrives, you’ll usually be asked to sign to accept the delivery.
If you're asked to sign a card or electronic device that says you confirm that the goods are received in good condition, don’t worry, you won’t be signing your rights away.
The retailer can’t get you to waive your legal rights in this way.
The goods have arrived damaged
As you might expect, the supplier is under obligation to ensure the goods are well protected while they are in transit. The supplier must also make sure the delivery company/courier are aware that the goods are fragile or if they are to be kept or carried in a certain way. If they do not, they will be liable for any damage occurred in transit.
It is common for traders to sidestep liability by saying that you signed for them. A delivery note (as the name suggests) indicates merely that the product has been delivered and not that they have been accepted. If there is a problem with the goods, you may still reject them, particularly if you haven’t previously had a chance to examine them in person. With some items you will be asked to inspect the goods there and then and sign a form to say that they have arrived in satisfactory condition. The law states that you should have reasonable opportunity to examine the goods for yourself, so you could argue that ‘there and then’ is not reasonable and opt not to sign the form. You should however look at the supplier’s Ts and Cs to see whether they have imposed any time limit on reporting faults – although in line with the law, this should be reasonable.
I was not venting anger YOU where ! I was a telling how a £350 bonnet arrived so badly damaged it was worthless and I had a dead line for painting ! Thankfully Land Rover Supplied a Bonnet at £380, on time with no Damage
All below taken from WHICH Consumer rights Shame William spends so much time running his company that he can't spend time to understand UK laws or how to treat Customers .
Damaged goods
The Consumer Rights Act states that the seller is responsible for goods up until they are delivered to the consumer. Any damage or breakage en route is the responsibility of the seller.
For all goods bought before 1 October 2015, you have the same rights under the Sale of Goods Act.
If you purchased your goods online you are also covered by the Consumer Contracts Regulations, which make it clear that the seller is responsible for the condition of the goods until the goods are received by the consumer, or by someone else they have nominated to receive them.
So you shouldn't be told to take up your complaint with the delivery company. Nor should you be told that you'll need to claim on the delivery company's insurance.
You can’t sign away your rights
If you're at home when the delivery company arrives, you’ll usually be asked to sign to accept the delivery.
If you're asked to sign a card or electronic device that says you confirm that the goods are received in good condition, don’t worry, you won’t be signing your rights away.
The retailer can’t get you to waive your legal rights in this way.
The goods have arrived damaged
As you might expect, the supplier is under obligation to ensure the goods are well protected while they are in transit. The supplier must also make sure the delivery company/courier are aware that the goods are fragile or if they are to be kept or carried in a certain way. If they do not, they will be liable for any damage occurred in transit.
It is common for traders to sidestep liability by saying that you signed for them. A delivery note (as the name suggests) indicates merely that the product has been delivered and not that they have been accepted. If there is a problem with the goods, you may still reject them, particularly if you haven’t previously had a chance to examine them in person. With some items you will be asked to inspect the goods there and then and sign a form to say that they have arrived in satisfactory condition. The law states that you should have reasonable opportunity to examine the goods for yourself, so you could argue that ‘there and then’ is not reasonable and opt not to sign the form. You should however look at the supplier’s Ts and Cs to see whether they have imposed any time limit on reporting faults – although in line with the law, this should be reasonable.
I was not venting anger YOU where ! I was a telling how a £350 bonnet arrived so badly damaged it was worthless and I had a dead line for painting ! Thankfully Land Rover Supplied a Bonnet at £380, on time with no Damage
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hi there!
I hold my hands up and apoligise for for saying that you tried to take the bonnet however all the facts pointed towards that.
It didnt help you making very misleading mistakes in what you have said online (ie that it took a week for us to refund you when we never refunded at all) and making no contact with us after the last email we sent to yourself.
Anyone looking the emails i provided in my first post will see we treated you extremely fair and and in a very quick and professional manner however the way you responded to us was very unreasonable and stating because we wouldn't refund immediately that that is in turn extremely poor customer service is pretty unjustified.
At the end of the day we replied within 12 minutes on an evening that we would refund the bonnet no problem at all, just when it came back. The reason why i replied so quickly was so that it gave you the most time possible to source the item elsewhere as there was no way i could have got a new one sorted before you were painting. A normal seller may have waited a few days to get back to you by which time would have made the situation 10 time worse.
We only operate within the consumer contract regulations (the distance selling regs are not valid anymore) and as on:
https://www.gov.uk/accepting-returns-and-giving-refunds
It states that we must only refund within 14 days of getting the item back. I stated i would refund as soon as it came back. I was therefore being way more than reasonable stating i would refund the item as soon as it came back.
The law is pretty fair really and makes sense.
I am only hear to help and will do as much to help people and if i was an unscrupulous seller when i had read that you stated on the forum it took a week to refund you, yet i knew i hadn't refunded you, i would have kept my mouth shut and kept the money! However i have actively researched the situation even though you hadn't kept in touch with us i have sorted it all and a refund will be arranged. I dont mind refunding people what they are owed but just don't appreciate being bullied into giving a refund before getting the item back and then for lies to be put about us at how badly we treated you wen in actual fact i did as much as reasonably possible to help you. My help to you has continued even after you had bad mouthed us on the internet for no good reason and will continue further if needs be.
Nevetheless i have emailed you directly as i need certain details to be able to arrange the refund.
kind regards
william
I hold my hands up and apoligise for for saying that you tried to take the bonnet however all the facts pointed towards that.
It didnt help you making very misleading mistakes in what you have said online (ie that it took a week for us to refund you when we never refunded at all) and making no contact with us after the last email we sent to yourself.
Anyone looking the emails i provided in my first post will see we treated you extremely fair and and in a very quick and professional manner however the way you responded to us was very unreasonable and stating because we wouldn't refund immediately that that is in turn extremely poor customer service is pretty unjustified.
At the end of the day we replied within 12 minutes on an evening that we would refund the bonnet no problem at all, just when it came back. The reason why i replied so quickly was so that it gave you the most time possible to source the item elsewhere as there was no way i could have got a new one sorted before you were painting. A normal seller may have waited a few days to get back to you by which time would have made the situation 10 time worse.
We only operate within the consumer contract regulations (the distance selling regs are not valid anymore) and as on:
https://www.gov.uk/accepting-returns-and-giving-refunds
It states that we must only refund within 14 days of getting the item back. I stated i would refund as soon as it came back. I was therefore being way more than reasonable stating i would refund the item as soon as it came back.
The law is pretty fair really and makes sense.
I am only hear to help and will do as much to help people and if i was an unscrupulous seller when i had read that you stated on the forum it took a week to refund you, yet i knew i hadn't refunded you, i would have kept my mouth shut and kept the money! However i have actively researched the situation even though you hadn't kept in touch with us i have sorted it all and a refund will be arranged. I dont mind refunding people what they are owed but just don't appreciate being bullied into giving a refund before getting the item back and then for lies to be put about us at how badly we treated you wen in actual fact i did as much as reasonably possible to help you. My help to you has continued even after you had bad mouthed us on the internet for no good reason and will continue further if needs be.
Nevetheless i have emailed you directly as i need certain details to be able to arrange the refund.
kind regards
william
blue beasty
Leaks an prone to bits dropping off
So.....
As I suspected courier was at fault, nobody was trying to rip anyone off and the company was trying to be as helpful as possible.
All good news
As I suspected courier was at fault, nobody was trying to rip anyone off and the company was trying to be as helpful as possible.
All good news
Foxyred
Well-Known Member
Apology accepted.
I did not bully anyone or try to steal anything, I would have accepted your reason for delaying the refund IF I had accepted the bonnet and found it damaged and then had to be returned for your inspection. But as it was never in my possession I should not have to wait as in Law you still have the item. And I had a deadline which said when I phoned and ordered the bonnet.
I think it is unfair to blame the courier's as you chose who they are, so you are responsible for them . Have you stopped using Tuffnells if its mostly their fault ?
Kind Regards
Foxyred
I did not bully anyone or try to steal anything, I would have accepted your reason for delaying the refund IF I had accepted the bonnet and found it damaged and then had to be returned for your inspection. But as it was never in my possession I should not have to wait as in Law you still have the item. And I had a deadline which said when I phoned and ordered the bonnet.
I think it is unfair to blame the courier's as you chose who they are, so you are responsible for them . Have you stopped using Tuffnells if its mostly their fault ?
Kind Regards
Foxyred
Mick Guilbert
Well-Known Member
**** me give it a rest and move on all companies make mistakes and no ones perfect, refund sound sorted and so does your Rover albeit an inconvenience.
Good luck to you both.
Good luck to you both.
