Reasonable supplier delay?

Johnd2000

Johnd2000

Messages
1,215
Name
John
Edit My Images
No
Not sure if this is the right forum for this. Perhaps a mod can move it, if necessary.

I ordered a Sony a99, with a free grip offer, from a London shop in October. I wont name the supplier, but its a bricks and mortar shop, with more than one branch and a good reputation (and a good track record in my personal experience). The camera arrived on 1st November, but the supplier said he did not have stock of the grip and that it would follow later. Three weeks later, he still doesn't have stock and is saying it will be mid-December before he gets it. Other suppliers (eg WEX) have the item in stock, so I don't think it's a matter of it just not having reached the UK yet.

I have two questions:

1) How long is it reasonable to have to wait for the supplier to complete the order? My current expectation is around 6 weeks, but what if they don't have the item by then? Can they just keep delaying indefinitely?

2) What recourse do I have if it continues to drag on? The grip isn't itemised on the invoice, so there's not a clear value I can claim back (and buy the damn thing elsewhere). I'm outside the statutory 7 day (distance selling) return period for the camera itself, but the order is incomplete, so has the 7 day period even started yet?

Any thoughts/advice?
 
Very often "free offers" are subject to availability. If that is the case with your purchase, then I think you might have problem if it doesn't arrive.

On this occasion, maybe it would be prudent to post a link to the offer, to prevent others making the same mistake.
 
The offer was stopped the day they started getting stock of the bodies (it was a pre-order special). I grabbed a screen print (with my deposit showing in the shopping basket) at the point I ordered.

The shop did try to wriggle out of it at the time they took the balance of the cost. they said it was a mistake initially but agreed to honour it after discussion and specifically noted the invoice to confirm the fact that the free grip would follow.
 
If they have noted your invoice would think you have every right to expect the grip

Perhaps give them 28 days to fulfil the order then mention small claims court or trading standards or even better facebook, twitter etc

I am a complaints manager for a large company and know from experience these days nothing gets the resolution process rolling faster than mentioning your willingness to share via social media.

Another approach could be to tell the shop that you will contact SONY to explain to them how their stockists poor service might make you consider buying another brand next time

Never know Sony could exert some pressure on your behalf or even supply the grip directly to keep your goodwill and continued support for their brand

Brand damaging is another well used phrase these days, seems to get things moving or at least it does for me when I need others to pull their fingers out
 
Last edited:
tijuana taxi said:
If they have noted your invoice would think you have every right to expect the grip

Perhaps give them 28 days to fulfil the order then mention small claims court or trading standards or even better facebook, twitter etc
Click to expand...

Is the SCC relevant here? If the grip was offered free then what is the OP going to claim for? If they don't supply one the OPs still not out of pocket :shrug:

Trading Standards might be worth a call but I'd be very careful about making statements/claims on social networks as more people/companies appear to be willing to enter into libel proceedings these days.
 
Bristolian said:
Is the SCC relevant here? If the grip was offered free then what is the OP going to claim for? If they don't supply one the OPs still not out of pocket :shrug:

Trading Standards might be worth a call but I'd be very careful about making statements/claims on social networks as more people/companies appear to be willing to enter into libel proceedings these days.
Click to expand...

Well, the advert had "worth £249" in the panel that mentioned the free grip. Ive no reason (yet) to believe they won't honour the deal eventually, but if they did renege, then I'd have thought the claim would be for £249. Obviously, IANAL.
 
but I'd be very careful about making statements/claims on social networks as more people/companies appear to be willing to enter into libel proceedings these days.
Click to expand...

Implied threat seems to work with social media, same goes for SCC and you could argue the need to purchase elsewhere and claim that cost back
 
normally offers like these say limited stock or while stocks last
the complication here seems to be the fact they sent you the camera with the free grip to follow
I have often seen these super deals where you just end up with no goods and a full refund
but in these instances the purchaser has had no goods
Have you tried ringing them and speaking to the manager
 
Last edited:
Rebel t3i said:
normally offers like these say limited stock or while stocks last
the complication here seems to be the fact they sent you the camera with the free grip to follow
I have often seen these super deals where you just end up with no goods and a full refund
but in these instances the purchaser has had no goods
Have you tried ringing them and speaking to the manager
Click to expand...

There was no mention of limited stock or similar on the product page.

I've called them to chase twice, though I don't know if I spoke to the manager on either occasion. For now, i'm content to wait another couple of weeks (giving them more than 28 days) but if they delay further I'll be putting a formal letter into their head office.
 
Johnd2000 said:
Well, the advert had "worth £249" in the panel that mentioned the free grip. Ive no reason (yet) to believe they won't honour the deal eventually, but if they did renege, then I'd have thought the claim would be for £249. Obviously, IANAL.
Click to expand...

You might be right but my take on it is different - who know's which is right? I'm not a lawyer either :)
 
You must log in or register to reply here.
Back
Top