What to do when timber company can't deliver

[JP77]

Hi All,

i was just wondering what i should do given my current experience with a timber yard in Brisbane...

I ordered my timber from them on the 2.1.08 as i was told i could get my order the next day as it was all in stock. I handed over my hard earned money right away and waited, and waited, and waited. I began getting deliveries of my order in odd assortments. Nothing that enabled me to get started. I've only got a week and a half allocated to the project and that time is getting eaten up with each failure of delivery.
Each time i call i get the "we are just packing your order now. It'll be there in an hour" line and am left waiting.
I just got another delivery of odds and sods and some are bits that aren't even right (eg. the door jambs are two different cuts).
I have also just read over the itemiser they left (i wasn't home when they finally did come) and i see all my pine chamfer board, which was the main reason i ordered from them as they said they had in stock, is on back order!!!!
i feel this has gone on a bit too long with nothing but misdirection from the timber yard. they obviously don't have the stock i have ordered despite they saying they did at time of purchase.
so, the big question is, should i tell them to come pick their timber up and refund me?
thoughts?

[glock40sw]

I'd be inclined to front up at their place and demand the money back.
Tell them to come and collet their craap or you will charge them storage fees.

Who is the company?

[JP77]

that's what i was thinking of doing, but i really do need this stuff. i suppose the back order of my pine chamfer board isn't encouraging though.
not sure if i should name the company...

[m2c1Iw]

not sure if i should name the company...

No don't.
Phone or better still go and see the manager Monday explain in a polite manner whats happened and that they have let you down. I would hope the company will put things right eg source the pine from another yard if necessary.
Cheers Mike

[JP77]

I've already talked to the manager (he's who i have been dealing with since day one) and he's the one pulling to wool over my eyes. He keeps saying the order will come out today and then nothing will come, or a piece-meal order will show up.
Monday morning though will be interesting one way or the other.

[m2c1Iw]

Oh sorry in that case this approach is definately next, good luck

I'd be inclined to front up at their place and demand the money back.
Tell them to come and collet their craap or you will charge them storage fees.

[BernieP]

G'Day JP77

Firstly read this page http://www.consumer.qld.gov.au/oft/o...t&L1=Consumers

and if needs be ring Consumers affairs in Brisbane this is their site.

Good luck
Cheers
Bernie

[JP77]

Thanks Bernie. i'll look into that.

Perhaps my biggest issue was to pay upfront :P

[jmk89]

Thanks Bernie. i'll look into that.

Perhaps my biggest issue was to pay upfront :P

I am afraid that you are right - once they have your money a lot of businesses lose their desire to provide service.

[corbs]

I would discuss the situation with your local Consumer Affairs to see where you stand. I have found that they are usually a bit of a toothless tiger but the threat of them getting involved in a situation is usually enough to settle issues quickly. Give them an absolute deadline, if all the goods are not delivered then demand money back and them come to pick up their goods. Storage fee would be nice to get but they are already going to be out of pocket for the delivery & pickup of their goods and their PR image isn't going to be helped by the situation. Although you might be one customer, I am sure you have friends... A bad image is hard to get rid of.

Good luck,
Corbs

[journeyman Mick]

Much as I hate to say it, I reckon you're going to have to grin and bear it. Technically they're in breach of the (verbal) contract that was made to deliver all the goods by the next day. You have been dealing with the manager, who, by the souinds of it, simply lies through his teeth. You may be able to get consumer affairs interested, but by the time there's any action your timber will have turned up/your holidays will have finished.

If you really want all the aggro you could demand they take the timber back and refund your money, explaining that if they don't you'll park out the front with a huge sign reading "This timber yard cheats its customers" and that you'll be calling a press conference out there and inviting one (all) of thise grubby current affairs shows.

Or you could put it down top experience and just get on with enjoying life.

Lessons:
1. Always get everything in writing.
2. Never pay in full up front
3. If 2 isn't possible then pay with a credit card and then sic the CC company onto the vendor for non-delivery of goods.

Good luck

Mick