A couple of weeks ago I ordered some parts for a car that I’m preparing to get back on the road. I ordered from a French online company that specialises in parts for the car I’m working on. So far so good! Then after one week, having not received the goods I contacted the company to let them know that they hadn’t arrived. The company told me that the parts had been sent using La Poste and therefore the transfer of ownership of the goods to the customer becomes effective upon delivery of their package to the services of La Poste. I did go back to them with a response to this as found this quite incredible and unacceptable, but they have basically maintained their position.
Highly highly frustrated, so would be great if anyone is able to impart any experience of such matters and advice as to how I may proceed with this, as just cannot believe it is possible for a company to behave in this way in today’s world. Thanks for any inputs - much appreciated
Indeed, absolutely disgraceful customer service - and people wonder why Amazon is storming from strength to strength! The simple fact of the matter is that they know how to treat customers. I certainly wont be letting this go until I receive the ‘right’ outcome. The following is a link to the company.
Check the law but it took two seconds with Google to find.
Q: Colis non livré : le remboursement est-il de droit ?
R: Oui, le remboursement est de droit en cas de colis non livré, uniquement si vous êtes un consommateur (que vous n’agissez pas dans un cadre professionnel). Cependant le remboursement n’est pas de droit en cas de non livraison d’un colis entre professionnels .
I’m assuming that you bought the parts as an individual and they knew you were a consumer, not an enterprise?
Thanks for sharing - indeed, I purchased the goods as an individual and not as a professional. In the meantime, I have also sent the company a message to ask them to actually provide proof that the goods were sent. They are clearly hoping I just go away, but I certainly wont be.
Must confess that over the years we’ve bought car parts from all sorts of companies… and on the very odd occasion something went missing… no problem… replacement sent (with the understanding that if the original did arrive, we would return it to them…).
Stand your ground and get a replacement or refund if you prefer.
Does the company have a FB page… if they/you do… put a stinging but polite paragraph on their Page…
The 30 days is not aforementioned as far as I can see but it does suggest that if goods don’t turn up you can cancel the order (and I can’t see any disclaimers about absolving themselves of responsibility once handed to La Poste).
Not sure all the T&C is actually legal though - I suspect some of the data protection stuff is not in line with GDPR but I can’t be bothered to go through it with a fine tooth comb.
I don’t have facebook but am a member of some forums for the car in question - at present I’ve refrained from posting anything, but certainly wont be holding back if they don’t co-operate. Could soon be time to be the record holder of number of forum memberships! They’ll certainly be getting some publicity, but hope it doesn’t come to that.
Thanks for taking the time to have a little read. Maybe I’ve been very lucky, but this is the first time this has happened to me not receiving goods, which is why I find it so shocking that a company can behave in this way.
The law in the UK is that the seller is liable until you receive the goods in good condition. I’m pretty sure that law came from the EU so I would fully expect the same to be the rule in France. Obvs for consumers as I think Billy Butcher said.
You could charge back on your card if goods not received?
Fingers crossed I actually purchased using paypal, so this will also be a good test of their protection policy I raised a dispute with them earlier after I received the seller’s latest email response.
I actually purchased using paypal, so this will also be a good test of their protection policy 
I raised a dispute with them earlier after I received the seller’s latest email response.