White Goods – How Long Is Too Long to Wait?
I could use some advice! On December 30 last year, I purchased a washing machine at The Good Guys, which was on back order with a promised delivery within four weeks. I thought this timeline was manageable and paid upfront for the machine, delivery, and installation.
However, four weeks came and went without an update, so I called to inquire about my order—only to find they didn’t have any information. After waiting six weeks, I visited the store, where I was informed that while the washing machine was in the country, delivery was delayed because all the truck drivers were on holiday. Now it’s been over two months since my purchase.
I’ve reached out to The Good Guys via email, but haven’t received a response.
Am I being misled? Is The Good Guys selling products they don’t actually have in stock? Isn’t that potentially illegal? I know this isn’t as severe as Qantas being fined for selling nonexistent flights, but it feels like there’s a similar issue here.
I’d really appreciate any thoughts or advice on this situation. Thanks!
It sounds incredibly frustrating to be in this situation, especially after waiting for over two months. While some delays can be understandable due to supply chain issues—such as those caused by holidays or logistical challenges—it’s important for retailers to communicate clearly and keep customers updated.
In your case, here are a few steps you might consider taking:
Follow Up on Your Email: If you haven’t received a response yet, it might be worth following up with another email or trying to reach them through social media. Companies often respond faster on platforms like Twitter or Facebook.
Visit the Store Again: If it’s feasible, visiting the store in person can sometimes yield better results than phone calls or emails. Bring your receipt and any other correspondence to strengthen your case.
Ask About Alternatives: If the delivery is going to take much longer, ask if they can provide another model or a similar product as a substitute. Sometimes retailers are willing to offer something else sooner in order to keep you satisfied.
Know Your Rights: Depending on your location, consumer protection laws may require the seller to provide goods within a reasonable time frame. If they continue to delay without clear communication, you may have grounds to escalate the issue.
Consider Reporting: If you believe the retailer is consistently engaging in fraudulent behavior or not adhering to consumer laws, you might consider filing a complaint with a consumer protection agency.
You’re not being unreasonable to expect better service and communication when you’ve paid for a product. Keep pushing for clarity and resolution! You deserve to know what’s happening with your purchase. Good luck!