I ordered a washing machine online, and it was indicated that delivery was available in my area. On the delivery day, the workers from the delivery company stated they would only take the machine to the 3rd floor and refused to carry it up to my flat on the 4th floor, despite my prior notice about the lack of a lift and the 64 steps involved. After some negotiation, they still left with the machine, citing a busy schedule. I had informed them in advance of my situation, yet they proceeded with the delivery anyway. Contacting the seller yielded no better results; they offered a new delivery date under the same conditions. With family members unavailable to assist me, I found myself unable to manage the situation alone. Ultimately, I received a refund, but with a £30 deduction for what they claimed was service rendered. I was left with significant inconvenience—having disconnected my old machine and waiting all morning for delivery. It seems that if someone had properly read my message, this situation could have been avoided. A staff member mentioned that their delivery rules were outlined in their terms and conditions, but I couldn't find any such clause. This raises several questions: Why wasn’t I informed about such a significant limitation before payment? Why did they choose to proceed with the delivery despite my warning? And why, when I offered to carry it myself, did the delivery team leave instead? I feel unjustly treated and am left feeling robbed.
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