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late delivery
Hello All,
I’m having a bad day. I a customer that ordered 2 8’x4′ digi-printed banners. What has happened is the delivery turned up late and now my customer has canceled the order. What would you do?
Would you say OK, and be out of pocket and hope they use you again in the future?
Would you say, well you signed for the goods that was delivered so they have to pay?
Or would you give them a deal and take some money of the goods?I’m really agree of what has happened by stupid couriers that sent my delivery to the wrong depot, and did nothing to help get the goods there on time. The goods was on a next day which would of been fine, but they did not get there the next day!
From Mark
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10 Replies
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HOW LATE WAS THE DELIVERY?
WAS THERE A SPECIFIC DATE FOR the DELIVERY… I.E. ANY LATER THAN FRIDAY AND THE BANNERS ARE OF NO USE TO US?
ETC ETCoops caps 😕
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If they specified "time is of the essence" in the order then it is down to you, but they must return the goods unopened and unused. (at your cost)
If no time was specified for delivery then having accepted the goods they cannot really reject them.
If you sent them on time and the courier guaranteed next day delivery, and didnt, you may be able to claim from the courier.
It appears pointless trying to do a deal with the customer, if they have rejected because of lateness, they are saying the banners are to late to be of use anyway, if you see what I mean.
and any deal would be of no use.Have you had any deposit, or payment? and are they a regular customer?
Just my initial thoughts
Peter
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Tricky one.
eg. If they specified MUST be there on Thursday to you & it wasn’t…you are liable as the contract is between you & them with a specified deadline. ie. If it was "Happy 25th Anniversary" and they are a no show on the day – I wouldn’t want to be paying for them either!
I also bet that there is a clause in the courier notes "not liable for subsequential losses arising from late delivery, loss or damage", maybe you can get a nominal compensation from them for the failed delivery so you’re not entirely out of pocket.
If they are a regular – scratch it up to experience and offer a discount / sell at cost. If they don’t want them, demand they are returned in unused condition (at YOUR cost) – as an unscrupulous client may ‘try it on’ and end up with free stuff! If a one off hit & you don’t think they’ll be back – push a little for payment, but don’t ruin your reputation – people talk!
Dave
ps. (US) Spelling Cow is useless… "subsequential" IS a word & "wasn’t" IS a valid contraction!!! 👿
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they were a new customer to us. We hadn’t had any deposit from them.
They said that the latest they could have them was Friday mid morning. The goods got to them at 10.30am, isn’t that mid morning. I don’t think I will see any work from them again. -
quote lifesigns:they were a new customer to us. We hadn’t had any deposit from them.
They said that the latest they could have them was Friday mid morning. The goods got to them at 10.30am, isn’t that mid morning. I don’t think I will see any work from them again.I would say 10:30 was mid-morning in a normal trading day…think they could be trying it on in the hope of a freebie.
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I really think you insist on having them back unopened, as in my estimation 10.30 am is mid morning, so you actually filled your end of the of the contract. or as you did complete in time insist on full payment, I take it you have e-mails etc. to back up their mid day Friday stipulation?
let us know what happens
Lynn
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Oh dear,
the real moral here, is never give credit to new customers,payment up front is the only way, would you expect to order anything without paying for it?
Instinct tells me they are having you over, I may be wrong, but insist on having the banners returned in an unused condition, otherwise you should expect to be paid.
Email, and hard copy your intentions (put it in a civilised way)
then see what happens
Peter
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they’ve got to be trying it on, if they ordered them to turn up on a certain day, by mid morning, and they did, then they cannot turn around and say they don’t want them,
it’s not like you can remove the print like you could vinyl, so they should be liable,
my guess is that they’re using them this weekend, so i’d be phoning them now, telling them i’m on my way to collect them in person, alternatively they pay for them when i arrive. it’s worked before.
crappy situation mate.
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quote lifesigns:they were a new customer to us. We hadn’t had any deposit from them.
They said that the latest they could have them was Friday mid morning. The goods got to them at 10.30am, isn’t that mid morning. I don’t think I will see any work from them again.My feeling is that they are screwing you mate.
Probably got a cheaper quote elsewhere after they gave you the nod.
I’ve had this before when I first started. As peter says, its the downside of giving credit to a new customer.
I’d insist on payment. 10.30 is mid morning. Did they make the request in writing/email?
Frankly, I don’t think you want to do work for them anyway, and so I wouldn’t be pleasant. I’d send them a solicitors letter or threaten them with a debt collector.
Either way, I think they have shown a lack of ethics, and I wouldn’t be worried about offending them. Dishonest people have thick skin anyway from my experience.
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DHL!!! two deliveries recently, medium size print states that they will not deliver on time.. cost us recently although seems customer maybe paying the bill.. we will see.
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