Any progress on my delivery complaint 3 weeks on?

[FreeFrank]

Just over three weeks ago I made a complaint about CityLink. I had a reply that it was being looked into but I have heard no more.

Could somone check if there is any news from CityLink about their failure to deliver as contracted (I paid extra for a delivery before 9:30 - they did not deliver until 11:30 am). An issue in this case is that it was not a CityLink Van so I think they were using a sub-contractor who even had problems finding all the parcels in the van.

I am happy to pass on my complaint and invoice numbers.

I paid just over £22-00 for a delivery service I did not get. I expect to be reimbursed as soon as possible. I know this may seem just a small amount to a company as big as Scan but please do not underestimate my persistence to pursue this as consumer with consumer rights.

Thanks.

[Chris P]

FreeFrank

Please post your invoice number so I can see whats happening with this.

Regards

[FreeFrank]

I have just had a reply from Scan saying that CityLink have refused a refund because they tried to deliver at 8:45am.

This is a huge LIE by them to you and by their sub-contractor. I was available and waiting in my front room keeping an eye out from 7:15am. In fact the sub-contractor when he turned up at 11:30am apologsed for it being late and made NO mention of an earlier failed delivery.

Please investigate further. I kept my part of the contract and made myself available to take the delivery.

CityLink have broken their contract and then lied, lied lied, and tried to pass the blame to cover the incompetence of their staff and sub-contractors.

This is not acceptable.

Invoice number is: *edited*

Complaint number is: *edited*

[Chris P]

FreeFrank

I am aware of the details and we are now escalating the issue with City Link and the delivery driver will be interviewed, I will contact you by reply once the escalation has been reviewed by City Link.

Best Regards

[FreeFrank]

Many thanks. I have just had an email from Scan stating that CityLink have now offered a refund. I am happy with the amount offered.

Thank you so much for getting this resolved. It is a great shame that CityLink were at first so defensive and resistant. They really should be more careful who they choose as subcontractors. The "we called but you were not in" trick is wearing a bit thin and does their reputation no good at all.

Why lie and state there was a failed to deliver at 8:45am (when no card was left as evidence) when the sub-contractor apolgised for it being late at 11:30 am, complained that the issue was because he had just been delivering to flats, and then had to be reminded by me to get two parcels from the van which he had problems finding.

To keep customers happy these issues should not take three weeks to solve. My one criticism of Scan is the time it took, the fact that I had to email you and then make the issue public on Hexus.

I think that there are customer service issues in this case that need reflecting upon by all the companies involved.

[Disturbedguy]

Surely the time it took cant be blamed on SCAN, as SCAN were chasing City Link for a resolution and it was CityLink who were trying to argue the toss and not give the refund.

[grimpy]

Scan got you a refund and it sometimes takes time but in the end you won.

City link must have pulled the "card left as nobody was home" stunt atleast 5 times on myself over the past 3 years.