Terms & Conditions

[carlin]

Hi Guys,

Was wondering if this was legal or not?
Assuming retailer has posted the goods, costing about £60 1st class.
I know that royalmail have had thier strikes etc but it's funny that i ordered something few days later but that turned up. But the first order hasnt?
Do you know where i stand this is what is Q on thier website

Delivery & Postage costs:

Products will be sent to UK Mainland addresses using Royal Mail First Class Post, free of charge where the in stock shipped items total is over £30. Shipped orders up to £30 will have a £2 charge levied.

95% of First Class post normally arrives the next day, this however is NOT a guaranteed service and can take longer. Please note that First Class post only has an insurance value of upto £30 for products that do not arrive within 15 working days. This is the maximum we can claim on your behalf for lost items, less the cost of postage.

So in my terms comes across as if they will not replace the goods but just give you refund for £30.

Surely this is wrong or pushing the limits?

Wonder what you guys think about this & past experience.

[MatJohnson]

Well, you would have to wait 28 days before it was declared lost, then claim off royal mail. They could get extra insurance but no idea why.

Might be worth seeing if the distance selling act has anything else in it though.

[sosidge]

Originally Posted by carlin

Hi Guys,

Was wondering if this was legal or not?
Assuming retailer has posted the goods, costing about £60 1st class.
I know that royalmail have had thier strikes etc but it's funny that i ordered something few days later but that turned up. But the first order hasnt?
Do you know where i stand this is what is Q on thier website

Delivery & Postage costs:

Products will be sent to UK Mainland addresses using Royal Mail First Class Post, free of charge where the in stock shipped items total is over £30. Shipped orders up to £30 will have a £2 charge levied.

95% of First Class post normally arrives the next day, this however is NOT a guaranteed service and can take longer. Please note that First Class post only has an insurance value of upto £30 for products that do not arrive within 15 working days. This is the maximum we can claim on your behalf for lost items, less the cost of postage.

So in my terms comes across as if they will not replace the goods but just give you refund for £30.

Surely this is wrong or pushing the limits?

Wonder what you guys think about this & past experience.

No, this is correct. They have stated that the insurance limit is £30, and that orders over that value are sent at your own risk. One would assume they offer the option of insured delivery also.

The responsibility for whether the item gets to you is the Royal Mail's, not the retailer's.

[carlin]

Originally Posted by sosidge

No, this is correct. They have stated that the insurance limit is £30, and that orders over that value are sent at your own risk. One would assume they offer the option of insured delivery also.

The responsibility for whether the item gets to you is the Royal Mail's, not the retailer's.

Well i used to work in retail for good few years, we used to re-send the goods out to people on few occasions.
Because they have seeked advise via DSR act.

What's annoying is, I've ordered from other model shops over the free shipping they have always sent them 1st Rec due to the cost of the goods.
This in my experience is just stupid i think, they may state it in thier terms but surely it's wrong.
It doesnt say anything ship at your own risk, if i dont get the goods within 15days. If they will not replace the goods i just take it to trading standards & contact my credit card company.

I know they might not be but they could be ripping anybody off who places order. Say it's been shipped but it hasnt????

I know it abit of my fault when placing the order, but i wont ever order from them again if this turns out to be the case.
When i called them sort give you the fob off attitude, i give it the 15days delivery time.
I just hope they do turn up before Worksop this weekend or i wont be racing

[carlin]

Well i've sent email to trading standards & see what they say.

I just hope they turn up thats all i'm bothered about.

But i wont be using them again, if it turns out i lost my money or goods

[Darren Boyle]

This is the VERY reason why we as a shop send all of our orders over £50 retail value as Guarrenteed Next Day via Royal Mail since the standard first class insurance covers just over £30 in worth.

The "recorded" service is useless for anything else other than a signature to show it has arrived safely (if anything, MORE recoreded get "lost" than standard post, since so many people wrongly think it is a proirity service when it is not and use it for the wrong reasons). Always use GND12 for higher value or urgent items.

Your comment about the "store" you talk about "maybe" scamming and not even sending the goods in the first place. To be honest they would (should) have a "proof of posting" which would show they have sent the items to you to rid of that issue. A Royal Mail claim would need to see some proof that this was the case before proceeding. They will only get a "Proof" if they have handed over your packet.

As a store oursleves we DO charge for post, but we always use the highest service level we can and often items arrive from us with more postage paid by us than we have even charged the customer. In this world there is no such thing really as FREE it is hidden in the cost/charge somwhere.

Lastly, the replacment of goods (as we do also) is again at the discretion of the store, some send out a replacemnt, some refund and some just let you claim from Royal Mail as the "recipient" of the missing packet/parcel. In my opinion any store should deal with it all until the customer either has their order (the original or a duplicate) or is satisfied with a refund or claim payout as is required. It is good customer service for the store to do this and not make the paying customer be lumbered with the job of doing it.

[carlin]

Originally Posted by DMS Racing

This is the VERY reason why we as a shop send all of our orders over £50 retail value as Guarrenteed Next Day via Royal Mail since the standard first class insurance covers just over £30 in worth.

The "recorded" service is useless for anything else other than a signature to show it has arrived safely (if anything, MORE recoreded get "lost" than standard post, since so many people wrongly think it is a proirity service when it is not and use it for the wrong reasons). Always use GND12 for higher value or urgent items.

Your comment about the "store" you talk about "maybe" scamming and not even sending the goods in the first place. To be honest they would (should) have a "proof of posting" which would show they have sent the items to you to rid of that issue. A Royal Mail claim would need to see some proof that this was the case before proceeding. They will only get a "Proof" if they have handed over your packet.

As a store oursleves we DO charge for post, but we always use the highest service level we can and often items arrive from us with more postage paid by us than we have even charged the customer. In this world there is no such thing really as FREE it is hidden in the cost/charge somwhere.

Lastly, the replacment of goods (as we do also) is again at the discretion of the store, some send out a replacemnt, some refund and some just let you claim from Royal Mail as the "recipient" of the missing packet/parcel. In my opinion any store should deal with it all until the customer either has their order (the original or a duplicate) or is satisfied with a refund or claim payout as is required. It is good customer service for the store to do this and not make the paying customer be lumbered with the job of doing it.

Hi Darren,

I would of purchased from you guys for my electric stuff.
But you guys dont stock Durango parts, which is shame.
As your brilliant to deal with & very helpful.

This probably you guys & girls little bit more info of what shop I'm talking about.

But no they didnt seem very helpful over the phone when i called them on friday.
I got the fobbing off attitude, said wait 15working days which I'm very happy to do.

But it's £60 worth of goods, if i would of been happy to of paid that little bit extra for postage & most other ppl probably would of done the same.
But you just think that kind of value, model shop would send the goods signed for just cover thier arse & customer so thier isnt any issue's

i will drop them email for proof of receipt so I know it has been shipped.

Fingers crossed they will turn up this week for Worksop

[bodgit]

If you paid by credit card you may have some comeback through them. Contact them and ask.

[MK Racing]

We (MK Racing) have had issues with 1st class items sent out last week not getting to customers in 1-2 days, mainly orders sent Tuesday & Wednesday, but orders sent on Thursday/Friday have got there!!!

I have just spoken to Royal Mail about this, it turns out that our post goes from the Reading office to Swindon & the Swindon office were on Strike last Tuesday & Wednesday.

May be the shop that you ordered from is close to Swindon & have had the same issue......

[mdb_75]

Originally Posted by MarcKnight

We (MK Racing) have had issues with 1st class items sent out last week not getting to customers in 1-2 days, mainly orders sent Tuesday & Wednesday, but orders sent on Thursday/Friday have got there!!!

I have just spoken to Royal Mail about this, it turns out that our post goes from the Reading office to Swindon & the Swindon office were on Strike last Tuesday & Wednesday.

May be the shop that you ordered from is close to Swindon & have had the same issue......

I have the same trouble with an order I've placed which looks to be from the same shop as Carlin ordered from. I've ordered from them before and that came the very next working day. This last order should have been processed and sent last Wednesday, but it hasn't arrived yet. It's got to be Royal Mail striking around Swindon that's screwed it all up!

[carlin]

Well fingers crossed it will turn up, i just want to go & play

[carlin]

Hi Guys,

Just let you all know had phone call today & everything got resolved.
Was happy with the phone call was advise how they work things out etc....

So thanks for the call & the reassurance

Welcome to close the thread

[mdb_75]

What was done? Have you been sent other items or refunded?
I'm still waiting for my items yet.

[mdb_75]

My stuff arrived today It was dated last week so it was down to the Royal Mail as suggested.........