Citylink are useless, eBuyer don’t care

I recently ordered a new keyboard after a minor spillage caused catastrophic sticky key syndrome on my existing Logitech keyboard. I have bought from eBuyer on a number of occasions and have not really had any problems with their service so I placed an order for a Logitech UltraX keyboard and was promised delivery by Wednesday of this week. Unfortunately, Citylink do eBuyer’s deliveries and they have always been a complete nightmare. From my experience, they areuseless. I have seen drivers merely getting out of their van, slip in hand, walk up to my door and put a “delivery attempted” note through without actually attempting delivery. I have been expecting deliveries which never show up and also on many occasions had to drive to Stourton to collect packages which had apparently been attempted.

Here is the transcript from my conversations with eBuyer, basically what they’re saying is, once it’s left their hands it has got nothing to do with them and it’s my responsibility to deal with it if it goes missing. I expect crappy service from Citylink because that is all I have ever received from them and their drivers but I expected eBuyer to take responsibility for this problem. Oh no no no, eBuyer even suggest that I call the Police on my next door neighbour!

The stage I am at now with them is their last chance to deal with this problem before I contact Trading Standards. The notes speak for themselves really so feel free to read on. This is the kind of service you can expect from eBuyer if Citylink screw up the delivery of your package.

Even though my neighbour has only recently moved in, I trust them more than I do drivers of Citylink.

Lewis Roberts
24/05/2006 21:50 Hi, I received an email on Monday stating that my order had despatched. The order didn’t arrive on Tuesday as I had expected so I assumed it would arrive Wednesday (the agreed date). After checking that my order had not arrived today, I checked the Citylink webpage for tracking information at http://www.city-link.co.uk/pod/podfrm.php?JobNo=KCN68919

It states that the goods were delivered at 9:13am this morning. There were 4 people able to accept the order at 473 xxxx Road at that time yet the doorbell DID NOT ring.

The POD signature states CARNAAZZA 475. I assumed this to be my new next door neighbours but upon checking with them, they assure me that they have signed for no parcels for me from Citylink. Falling short of accusing them of theft and searching their house, what am I supposed to do?

Why was no notification posted through my letterbox assuming the parcel was even delivered there?!?! Am I supposed to guess that they have delivered an item to a neighbour, assuming that is even the case?

I am sure that the parcel clearly stated 473 xxxxxxx Road so WHY, when I have had to travel south of Leeds city centre on so many previous occasions because of City Link’s inflexibility, was it not simply taken back to the depot on this occasion?

Citylink have effectively delivered my package to a complete stranger. What is ebuyer going to do to ensure I get the keyboard I paid for?

Andrew
25/05/2006 11:35 Dear Lewis Roberts,

Thank you for your contact with our Customer Support Team.

I have contacted city link who have confirmed that the parcel was signed for by your neighbours at number 475 xxxxx road, therefore you will have to contact the people that signed for the goods at that number

Kind Regards
Andrew
Ebuyer Customer Support Team

Lewis Roberts
25/05/2006 12:42 That response is wholly unacceptable. You are now placing the onus on me to retrieve my parcel. I assume that you failed to read the part of my previous correspondence stating that I HAVE already tried to retrieve the parcel. My neighbour assures me that they have not received any such parcel. I paid for it to be delivered to MY address, not one chosen at random by the delivery driver.

Since you obviously failed to read my previous note in its entirety, I’ll point out the major problems for you:

If it is now within Citylink’s remit to deliver to alternative addresses, surely it would be courteous to at least post a note through the intended recipient’s letterbox to advise where the parcel was actually delivered?

I DO NOT KNOW my next door neighbours. While I’m sure you’re saying to yourself that this is a perfect opportunity to get to know them, IT IS NOT my responsibility to retrieve parcels from ANY address that is not my own. Short of accusing my neighbour of theft or having the police search their home, I have NO means of confirming that they have the parcel. It is Citylink’s word against theirs and I am not willing to argue in Citylink’s corner to the detriment of my future relationship with my neighbour. You or they need to retrieve the parcel or send another one and MAKE SURE it is delivered to my address or taken back to the depot if there is no answer there.

I expect a much more sympathetic and helpful response than your previous attempt.

Andrew
25/05/2006 13:59 Dear Lewis Roberts,

Thank you for your contact with our Customer Support Team.

have looked into further into your query, you will unfortunately have to contact city link as it is them that have delivered to the wrong address

Kind Regards
Andrew
Ebuyer Customer Support Team

Lewis Roberts
25/05/2006 14:07 No, YOU will have to contact Citylink and tell them that they have delivered to the wrong address. I have paid YOU to deliver to ME not for ME to sort out errors caused by YOUR delivery company.

At this moment in time you have my money and I have no goods. Get this sorted out or it will be the last time that I buy from ebuyer.

Andrew
25/05/2006 14:27 Dear Lewis Roberts,

Thank you for your contact with our Customer Support Team.

I have contacted city link for you and they state because it is a home delivery they can deliver to next door neighbours if there is no one in at the delivery address therefor they will not pick it up

Kind Regards
Andrew
Ebuyer Customer Support Team

Lewis Roberts
25/05/2006 14:59 Therefore YOU need to send another one then don’t you.

As I said, it is not with my next door neighbour on either side. Do you want to accuse them of stealing it? If you’re not comfortable with doing it, you’d better ask Citylink to do it instead because I will not. I have asked once and I will not ask again.

Citylink claim that it has been delivered to 475 and signed for by someone with the name of CARNAAZZA. My next door neighbour’s name is not Carnaazza.

I do not care what type of delivery it is or what Citylink’s policy is, it is eBuyer’s responsibility to make sure that the package is delivered to me. I will not be stolen from and will not do your chasing around for you. I paid for a service that I expect to get, I do not want excuses.

Talk to whoever you have to talk to Andrew but do not come back and tell me that it is my problem again.

Andrew
25/05/2006 15:25 Dear Lewis Roberts,

Thank you for your contact with our Customer Support Team.

I Have contacted city link once again who confirmed that the parcel was signed for at that address and have have a Proof of delivery with a signature and number of address, if the people at 475 say that they do not have the goods then unfortunately you will have to contact the police

Kind Regards
Andrew
Ebuyer Customer Support Team

Lewis Roberts
25/05/2006 16:36 Andrew,

May I suggest that you get a supervisor to contact me regarding this matter? It has escalated to a very serious level now and you are being obstructive to the point of insulting. I have no intention of calling the Police to come and question my neighbour and your suggestion that I do so is farcical.

My contract is with you, not Citylink, their guarantee is with you, not me. I did not request their services, you did. They have delivered to an address which is not mine, given me no notification that they have done so, obtained a signature from somebody unknown to me and both you and they are not accepting any responsibility for the resolution of this problem. I am still without my goods and have spent a significant amount of my time trying to get a satisfactory solution while you are being obstructive and unhelpful.

I will be contacting Trading Standards in approximately thirty minutes with regard to this, if you believe eBuyer to be entirely blameless, you are very seriously mistaken.

I will also be writing a formal complaint with regard to the manner with which you have handled this and will be quoting all of your responses.

Andrew
25/05/2006 16:47 Dear Lewis Roberts,

Thank you for your contact with our Customer Support Team.

I have now sent an email across to city links head office and i’am waiting for a replay. I will contact you as soon as they have sent me a reply.

Kind Regards
Andrew
Ebuyer Customer Support Team

Lewis Roberts
31/05/2006 19:42 Andrew,

I am still waiting for a response. It has now been one week since I was supposed to receive the keyboard I ordered and it is still not in my possession. I have given Citylink’s head office ample time to respond to the query you sent on Thursday of last week.

I will wait a further 24 hours before taking this matter to Trading Standards unless I receive a satisfactory resolution in the mean time.

Andrew
01/06/2006 09:02 Dear Lewis Roberts,

Thank you for your contact with our Customer Support Team.

Unfortunately city link have not yet got back to me,however I will try to speed things up and when I receive a replay I will be in contact.

Kind Regards
Andrew
Ebuyer Customer Support Team

Lewis Roberts
01/06/2006 23:01 Andrew,

Both eBuyer and Citylink have had adequate time to deal with this matter properly. I do not care that you are waiting for a response from Citylink. I am still without my keyboard and the £21.67 that I paid to eBuyer over two weeks ago.

I have now contacted Consumer Direct to take this matter up on my behalf.

Andrew
02/06/2006 10:06 Dear Lewis Roberts,

Thank you for your contact with our Customer Support Team.

I have once again contacted city link to see if I can put in a lost in post claim, as soon as I receive a reply I will contact you

Kind Regards
Andrew
Ebuyer Customer Support Team

Lewis Roberts
16/06/2006 19:05 Andrew,

I have given eBuyer and Citylink fourteen days since my last correspondence to correct this matter. It seems that you or they are wishing this will simply go away.

I have sent a letter today regarding eBuyer’s breach of contract where I have outlined what you must do to correct this issue to my satisfaction.

I find your utter ignorance and rudeness astonishing. I was a customer of eBuyer for three years before this, and all because of a £15 keyboard. It seems customer satisfaction and retention is of no concern to either you or your supervisors. Your service has been disgraceful.