Internet purchase - partial delivery.

Provided you give them notice within seven days of delivery you can return
them for a full refund but you have pay the return carriage if the goods are
not faulty. Do a Google search for distance selling regulations for more
details.

--
Peter Crosland

Quoted message said:

What is the law. Are online retailers free to deliver (and charge for) any
subset of an order that they choose?

Not sure about the law...but in my experience it is common practice to send
partial orders
and I am happy to receive partial orders as they often are more of a help
than a hindrance.
Just today I recieved a pair of brake blocks from Wiggle. The matching pair
were received
last Thursday.

A quick search of the Wiggle site says:

who pays the postage on returned items?
if you're returning something because it doesn't fit or it's not suitable,
you'll need to pay the postage costs to return it to us. If you'd like us to
replace the goods with another size or colour, we won't charge you for
carriage on the replacement.

Looks like you'll have to cough up

"vernon" <[email hidden]> wrote in message
news:[email hidden]...

Quoted message said:

Quoted message said:

What is the law. Are online retailers free to deliver (and charge for)
any
subset of an order that they choose?

Not sure about the law...but in my experience it is common practice to
send
partial orders
and I am happy to receive partial orders as they often are more of a help
than a hindrance.
Just today I recieved a pair of brake blocks from Wiggle. The matching
pair
were received
last Thursday.

A quick search of the Wiggle site says:

who pays the postage on returned items?
if you're returning something because it doesn't fit or it's not
suitable,
you'll need to pay the postage costs to return it to us. If you'd like us
to
replace the goods with another size or colour, we won't charge you for
carriage on the replacement.

Looks like you'll have to cough up

No it is too much trouble to return the shoes. It was never my intention to
return the shoes that didn't fit.

My point was that I specifically made the order expecting both pairs of
shoes to be delivered. If they could not fill the complete order they should
have informed me rather than deciding it was OK to send out half the order.
A Half order that was useless to me. There was nothing to stop them
sending me an email to confirm that I wanted half the order, which I didn't

I was happy to pay £80 for a single pair of shoes that fitted, I'm not
happy to pay £40 quid for no shoes that fit. If it was their policy to
deliver half orders they should have made this clear in their terms and
conditions.

"vernon" <[email hidden]> wrote in message
news:[email hidden]...

Quoted message said:

Quoted message said:

What is the law. Are online retailers free to deliver (and charge for)
any
subset of an order that they choose?

Not sure about the law...but in my experience it is common practice to
send
partial orders
and I am happy to receive partial orders as they often are more of a help
than a hindrance.
Just today I recieved a pair of brake blocks from Wiggle. The matching
pair
were received
last Thursday.

A quick search of the Wiggle site says:

who pays the postage on returned items?
if you're returning something because it doesn't fit or it's not
suitable,
you'll need to pay the postage costs to return it to us. If you'd like us
to
replace the goods with another size or colour, we won't charge you for
carriage on the replacement.

Looks like you'll have to cough up

No it is too much trouble to return the shoes. It was never my intention to
return the shoes that didn't fit.

My point was that I specifically made the order expecting both pairs of
shoes to be delivered. If they could not fill the complete order they should
have informed me rather than deciding it was OK to send out half the order.
A Half order that was useless to me. There was nothing to stop them
sending me an email to confirm that I wanted half the order, which I didn't

I was happy to pay £80 for a single pair of shoes that fitted, I'm not
happy to pay £40 quid for no shoes that fit. If it was their policy to
deliver half orders they should have made this clear in their terms and
conditions.

vernon said:

Quoted message said:

What is the law. Are online retailers free to deliver (and charge
for) any subset of an order that they choose?

Not sure about the law...but in my experience it is common practice
to send partial orders
and I am happy to receive partial orders as they often are more of a
help than a hindrance.
Just today I recieved a pair of brake blocks from Wiggle. The
matching pair were received
last Thursday.

You should go buy some audio cables from an outfit called Leads Direct.
Unlike some of the other online retailers referred to in this thread, Leads
Direct have been fully trained in the art of Operating The Telephone. Not
only have they been trained, they are quite prepared to practice the art,
should they find that they have less items in stock than you requested in
your order. They don't simply phone you up, they tell you what's missing and
when it will be available, and then ask you if you want a partial order now
with the rest later, just the partial order, pick alternatives, or cancel
the entire order - customer's choice, no obligation, no pressure.

Unlike the aforementioned two-bit cowboys, I would class Leads Direct as a
*professional* retailer who understand exactly how valuable satisfied
customers are. Any online outfits like that in the bicycle world, or is
second rate the best we can hope for?

--
Wally
www.artbywally.com
www.wally.myby.co.uk

Nick said:

My point was that I specifically made the order expecting both pairs of
shoes to be delivered. If they could not fill the complete order they should
have informed me rather than deciding it was OK to send out half the order.
A Half order that was useless to me. There was nothing to stop them
sending me an email to confirm that I wanted half the order, which I didn't

Yes, it might have been helpful to you but there is nothing wrong in
what they have done.

Quoted message said:

I was happy to pay £80 for a single pair of shoes that fitted, I'm not
happy to pay £40 quid for no shoes that fit. If it was their policy to
deliver half orders they should have made this clear in their terms and
conditions.

The DSR, SOGA or the law will not help you.

--
SBSP

Quoted message said:

Unlike the aforementioned two-bit cowboys, I would class Leads Direct as a
*professional* retailer who understand exactly how valuable satisfied
customers are. Any online outfits like that in the bicycle world, or is
second rate the best we can hope for?

IME, audio buffs are very demanding customers and to get a few minutes peace
from
complaints about leads being 2mm short etc, they have learned the art of the
pre-emptive
strike - 'Don't like it? Then don't buy it and leave us alone' is the
unspoken subtext :-)

Nick said:

What is the law. Are online retailers free to deliver (and charge for) any
subset of an order that they choose?

Yes(ish).

The fact that they were on a single overall order is irrelevant,
because they were still separate items.

It would not be acceptable if it were a single package, but two
separate pairs of cycling shoes is not a single package.

If their T&C say so, then you will be responsible for the cost of
return of any unwanted items - The DSR do allow this.
--
Alex Heney, Global Villager
I was going to procrastinate, but I put it off....
To reply by email, my address is alexATheneyDOTplusDOTcom

Nick said:

What is the law. Are online retailers free to deliver (and charge for) any
subset of an order that they choose?

Yes(ish).

The fact that they were on a single overall order is irrelevant,
because they were still separate items.

It would not be acceptable if it were a single package, but two
separate pairs of cycling shoes is not a single package.

If their T&C say so, then you will be responsible for the cost of
return of any unwanted items - The DSR do allow this.
--
Alex Heney, Global Villager
I was going to procrastinate, but I put it off....
To reply by email, my address is alexATheneyDOTplusDOTcom

Nick wrote:

<snip>

Quoted message said:

However a week or so later I received just one pair of the shoes and
shortly afterwards was told that the other size was unavailable and
had been discontinued and hence would not be delivered. My Visa card
has been charged only for the one pair of shoes delivered.

I checked the terms and conditions of www.chainreactioncycles.com and
they made no mention of partial delivery.

Seems that the relevant parts of their T&C are...

----------------------------------------
Product Availability
CRC updates the availability of the entire stock list on a daily basis.
Items that are 'Out Of Stock' will be displayed as such. In the rare event
of a problem with availability of a product marked 'In Stock', we will
contact you. You may then wish to cancel the order or wait until the item
becomes available.

Out of Stock Orders
There are times when items become temporarily 'Out Of Stock', and these
items are marked as such in the site. If you order an 'Out Of Stock'
product, we will send out the order to you as soon as the product becomes
available again. If we cannot source the item we will contact you to inform
you. Your credit card will not be debited until we dispatch the product.
----------------------------------------

Were both sizes of shoes shown as in stock when you placed the order? If
they were, then they should have contacted you before dispatching the shoes
that they did have. If they didn't do that, then they haven't stuck to their
own terms and conditions - instead of giving you the option to cancel the
order, they've forced you to take a partial order. I'd be on the phone to
them, demanding to speak to a supervisor if the call wasn't going the way I
wanted.

Quoted message said:

So I wrote to chainreaction asking that my money be refunded as they
had not completed our contract for the delivery of two pairs of
shoes. I stated that they could arrange collection of the unwanted
shoes. They have refused to refund my money and state that I must
first return the shoes and presumably bear the cost of return post.
Returning the shoes is more effort for me than it is worth. I also
feel that they should bear the organisation and cost of return as
they could easily have avoided the problem by confirming that I was
willing to continue with just a part of our original transaction.

Exactly. Seems to me that they've sent you something that you didn't order
(ie, the partial order was not what you asked for), and they didn't stick to
their own T&C by giving you the chance to cancel. Basically, they sent the
wrong thing, and the onus is on them to arrange and pay for return of goods
to them.

Throw the in stock / out of stock part of their T&C in their faces and tell
'em to refund your dough and come and get their goods. Mention that the
affair is already being discussed on the internet, and that casual
bystanders are rapidly becoming unimpressed with their attitude.

--
Wally
www.artbywally.com
www.wally.myby.co.uk

Quoted message said:

Throw the in stock / out of stock part of their T&C in their faces and

tell

Quoted message said:

'em to refund your dough and come and get their goods. Mention that the
affair is already being discussed on the internet, and that casual
bystanders are rapidly becoming unimpressed with their attitude.

And they'll probably take the calculated risk that it will matter not one
jot to the
sales figures overall.

vernon said:

Quoted message said:

Throw the in stock / out of stock part of their T&C in their faces
and tell 'em to refund your dough and come and get their goods.
Mention that the affair is already being discussed on the internet,
and that casual bystanders are rapidly becoming unimpressed with
their attitude.

And they'll probably take the calculated risk that it will matter not
one jot to the
sales figures overall.

I reckon that companies that don't know the rules they've set for
themselves, or don't play by them, are staffed by people who are so stupid,
they don't understand the significance of sales figures (or customers,
turnover, salary, dinner on the table) to begin with.

If it's staffed by cretins, [censored] 'em off and don't go back! :-)

Pixmania? I won't be going back! ;-)

--
Wally
www.artbywally.com
www.wally.myby.co.uk

vernon said:

Quoted message said:

Throw the in stock / out of stock part of their T&C in their faces
and tell 'em to refund your dough and come and get their goods.
Mention that the affair is already being discussed on the internet,
and that casual bystanders are rapidly becoming unimpressed with
their attitude.

And they'll probably take the calculated risk that it will matter not
one jot to the
sales figures overall.

I reckon that companies that don't know the rules they've set for
themselves, or don't play by them, are staffed by people who are so stupid,
they don't understand the significance of sales figures (or customers,
turnover, salary, dinner on the table) to begin with.

If it's staffed by cretins, [censored] 'em off and don't go back! :-)

Pixmania? I won't be going back! ;-)

--
Wally
www.artbywally.com
www.wally.myby.co.uk

"vernon" <[email hidden]> wrote in message
news:[email hidden]...

Quoted message said:

Quoted message said:

Throw the in stock / out of stock part of their T&C in their faces and

tell

Quoted message said:

'em to refund your dough and come and get their goods. Mention that the
affair is already being discussed on the internet, and that casual
bystanders are rapidly becoming unimpressed with their attitude.

And they'll probably take the calculated risk that it will matter not one
jot to the
sales figures overall.

Yep it definitely appears that ChainReaction are this type of company.

Oh well I guess I'll just chalk it down to experience and never do business
with them again.

"Nick" <[email hidden]> wrote in message
news:[email hidden]...

Quoted message said:

I recently attempted to buy two pairs of cycling shoes from chainreaction
cycles. Uncertain which size would best fit me I ordered two pairs one size
apart so that I could be sure one pair would fit. I checked that both sizes
were available on the website and received a confirmation that my single
order (both pairs) had been placed and would be dispatched in a couple of
days.

However a week or so later I received just one pair of the shoes and
shortly afterwards was told that the other size was unavailable and had
been discontinued and hence would not be delivered. My Visa card has been
charged only for the one pair of shoes delivered.

I checked the terms and conditions of www.chainreactioncycles.com and they
made no mention of partial delivery.

So I wrote to chainreaction asking that my money be refunded as they had
not completed our contract for the delivery of two pairs of shoes. I
stated that they could arrange collection of the unwanted shoes. They have
refused to refund my money and state that I must first return the shoes
and presumably bear the cost of return post. Returning the shoes is more
effort for me than it is worth.

Had they supplied two pairs,(as you had ordered) then you would have been
returning one pair anyway. If the pair they sent had fitted then you would
have made a saving by not having to return the unwanted pair, & no doubt
you'd have been quietly happy about that as anyone would. If you want the
refund you'll need to pay the return carriage to send them back.
Unfortunately Sod's Law applies as the particular pair they sent didn't fit.

Joe Lee

I also feel that they should bear the organisation and cost of

Quoted message said:

return as they could easily have avoided the problem by confirming that I
was willing to continue with just a part of our original transaction.

What is the law. Are online retailers free to deliver (and charge for) any
subset of an order that they choose?

Quoted message said:

Throw the in stock / out of stock part of their T&C in their faces and

tell

Quoted message said:

'em to refund your dough and come and get their goods. Mention that the
affair is already being discussed on the internet, and that casual
bystanders are rapidly becoming unimpressed with their attitude.

Point them at the relevant urc thread and they will be underwhelmed by the
vitupertion.....

"vernon" <[email hidden]> wrote in message
news:[email hidden]...

Quoted message said:

Quoted message said:

Throw the in stock / out of stock part of their T&C in their faces and

tell

Quoted message said:

'em to refund your dough and come and get their goods. Mention that the
affair is already being discussed on the internet, and that casual
bystanders are rapidly becoming unimpressed with their attitude.

Point them at the relevant urc thread and they will be underwhelmed by the
vitupertion.....

I'm curious Vernon you seem to be very keen to stick up for Chainreaction
when it appears to me that they mislead me first about the availabliltity of
the items I ordered and also mislead me about how they handled out of stock
items.

So I'm left £40 quid out of pocket through no fault of my own. Don't say, I
can return them because this would be more effort than it was worth even if
I did still trust Chainreaction. Where as a checking email would have had
minimal cost to Chainreaction.

Do you think I did something wrong, apart from of course trusting
Chainreaction to give me what I ordered?

You may like companies to make guesses about what you want but I prefer that
if they can't deliver their side of a contract that they check with me
before continuing. This doesn't sound unreasonable to me?

"Joe Lee" <[email hidden]> wrote in message
news:[email hidden]...

Quoted message said:

"Nick" <[email hidden]> wrote in message
news:[email hidden]...

Quoted message said:

I recently attempted to buy two pairs of cycling shoes from chainreaction
cycles. Uncertain which size would best fit me I ordered two pairs one
size apart so that I could be sure one pair would fit. I checked that both
sizes were available on the website and received a confirmation that my
single order (both pairs) had been placed and would be dispatched in a
couple of days.

However a week or so later I received just one pair of the shoes and
shortly afterwards was told that the other size was unavailable and had
been discontinued and hence would not be delivered. My Visa card has been
charged only for the one pair of shoes delivered.

I checked the terms and conditions of www.chainreactioncycles.com and
they made no mention of partial delivery.

So I wrote to chainreaction asking that my money be refunded as they had
not completed our contract for the delivery of two pairs of shoes. I
stated that they could arrange collection of the unwanted shoes. They
have refused to refund my money and state that I must first return the
shoes and presumably bear the cost of return post. Returning the shoes is
more effort for me than it is worth.

Had they supplied two pairs,(as you had ordered) then you would have been
returning one pair anyway. If the pair they sent had fitted then you would
have made a saving by not having to return the unwanted pair, & no doubt
you'd have been quietly happy about that as anyone would. If you want the
refund you'll need to pay the return carriage to send them back.
Unfortunately Sod's Law applies as the particular pair they sent didn't
fit.

Joe Lee

No I wouldn't have returned the pair that didn't fit. The time and effort
invloved isn't worth it for £40.

If Chainreaction had delivered my total order I would have been happy paying
double for the one pair of shoes that fitted. I would not have returned the
pair that didn't. I would have thought my behaviour was pretty normal?

Peter Crosland said:

Provided you give them notice within seven days of delivery you can return
them for a full refund but you have pay the return carriage if the goods are
not faulty. Do a Google search for distance selling regulations for more
details.

Doesn't the cost and time period depend on whether the firm mentions the
DSR's appropriate incantation in their terms? Iirc if a customer's
lucky, and the company hasn't, then you get a month and a week and the
company gets to collect the goods. Or am I mis-remembering?

--
Please use the corrected version of the address below for replies.
Replies to the header address will be junked, as will mail from
various domains listed at www.scottsonline.org.uk
Mike Scott Harlow Essex England.(unet -a-t- scottsonline.org.uk)