Ordered a wardrobe front from the above company and paid by card, sat down to wait, and everything was fine. After about a week, the nearest DHL company called and asked if I would be home the following Monday between 13:00-15:00?
Said and done, I was home and waited, no delivery that day and none the following day either, so I called Skånska Byggvaror and they promised to investigate and call back. No call back that day, and the next day I called again at 09:00 and was met with the same message "we'll investigate and call back." By midday when I realized they weren't planning on calling back, I called and asked for the invoice number, then I called DHL to check.
They couldn't understand why the package hadn't been delivered and promised it would come in the afternoon, and believe it or not, there was the delivery. But the driver said there were only 2 parcels and there should be 3. The delivery consisted of 1 rail, 1 door, and 1 silver mirror. The rails were a little bent, and the door had a large footprint in the middle and the mirror was missing. (The driver also thought, like I did, that it was probably broken.)
I asked what I should do now, but the driver had no idea where the mirror was or how I would get it back. By this time I had grown tired of Skånska Byggvaror and their suppliers, so I called and said I was no longer interested in being their customer. The only thing they said was that we don't deliver doors with footprints on them (I would hope not!) but no apologies or explanations, only "You have to call DHL yourself and order the return shipment"! Is this common? I know the culprit in this drama is probably DHL, but isn't a company also responsible for ensuring its shipments to customers are carried out properly and maybe even have satisfied customers? No, I think it was poorly handled by Skånska Byggvaror, and I will never shop from them again.
Said and done, I was home and waited, no delivery that day and none the following day either, so I called Skånska Byggvaror and they promised to investigate and call back. No call back that day, and the next day I called again at 09:00 and was met with the same message "we'll investigate and call back." By midday when I realized they weren't planning on calling back, I called and asked for the invoice number, then I called DHL to check.
They couldn't understand why the package hadn't been delivered and promised it would come in the afternoon, and believe it or not, there was the delivery. But the driver said there were only 2 parcels and there should be 3. The delivery consisted of 1 rail, 1 door, and 1 silver mirror. The rails were a little bent, and the door had a large footprint in the middle and the mirror was missing. (The driver also thought, like I did, that it was probably broken.)
I asked what I should do now, but the driver had no idea where the mirror was or how I would get it back. By this time I had grown tired of Skånska Byggvaror and their suppliers, so I called and said I was no longer interested in being their customer. The only thing they said was that we don't deliver doors with footprints on them (I would hope not!) but no apologies or explanations, only "You have to call DHL yourself and order the return shipment"! Is this common? I know the culprit in this drama is probably DHL, but isn't a company also responsible for ensuring its shipments to customers are carried out properly and maybe even have satisfied customers? No, I think it was poorly handled by Skånska Byggvaror, and I will never shop from them again.
It seems like it's DHL you should be upset with.
If the item is damaged upon delivery, you should not accept it.
It is DHL's responsibility to resolve it if they damaged the item.
I ordered a sink a while back from another company.
The 1st and 2nd deliveries we received were transport damaged by DHL.
The 3rd sink was flawless.
It doesn't feel fair to blame the company for the shortcomings of the transport company.
If the item is damaged upon delivery, you should not accept it.
It is DHL's responsibility to resolve it if they damaged the item.
I ordered a sink a while back from another company.
The 1st and 2nd deliveries we received were transport damaged by DHL.
The 3rd sink was flawless.
It doesn't feel fair to blame the company for the shortcomings of the transport company.
In this case, it sounds like DHL messed up.
We just renovated the bathroom and ordered a shower door via a company in Denmark. It was also delivered by DHL. When the driver arrived, he brought forward a former box that was on a pallet.
The box had broken, and all the parts were on top. The doors had also been transported lying down, even though it was clearly stated on the box that they should be transported standing.
But the driver himself acknowledged that it was their fault and their responsibility if anything was damaged or missing. We went through the packing list in the door's instruction manual together and confirmed that all parts were there. We also inspected that the doors were completely flawless.
He then informed me that I could refuse to accept the goods and file a complaint with DHL since the packaging was damaged. But since everything was there and intact, I signed the delivery note anyway.
The driver still noted on the delivery receipt that the packaging was damaged in case we discovered any issues when we later assembled the doors. He signed with his name and left us a copy.
I thought it was professionally handled by the driver, but I guess it can vary greatly between different drivers.
We just renovated the bathroom and ordered a shower door via a company in Denmark. It was also delivered by DHL. When the driver arrived, he brought forward a former box that was on a pallet.
The box had broken, and all the parts were on top. The doors had also been transported lying down, even though it was clearly stated on the box that they should be transported standing.
But the driver himself acknowledged that it was their fault and their responsibility if anything was damaged or missing. We went through the packing list in the door's instruction manual together and confirmed that all parts were there. We also inspected that the doors were completely flawless.
He then informed me that I could refuse to accept the goods and file a complaint with DHL since the packaging was damaged. But since everything was there and intact, I signed the delivery note anyway.
The driver still noted on the delivery receipt that the packaging was damaged in case we discovered any issues when we later assembled the doors. He signed with his name and left us a copy.
I thought it was professionally handled by the driver, but I guess it can vary greatly between different drivers.
chase Skånska byggvaror!
Who decided that DHL should deliver your stuff? Skånska byggvaror
Who pays the shipping to DHL? Skånska byggvaror.
Where did you order your stuff? Who is your supplier? Skånska byggvaror.
The above lines are arguments when Skånska byggvaror tries to send you to DHL.
Moreover, according to standard agreements, DHL often has several months to deliver the missing items, which is another reason to chase Skånska byggvaror. Between you and Skånska byggvaror, the Consumer Sales Act applies. Between Skånska byggvaror and DHL, a completely different agreement applies, which is not as advantageous as the Consumer Sales Act.
Who decided that DHL should deliver your stuff? Skånska byggvaror
Who pays the shipping to DHL? Skånska byggvaror.
Where did you order your stuff? Who is your supplier? Skånska byggvaror.
The above lines are arguments when Skånska byggvaror tries to send you to DHL.
Moreover, according to standard agreements, DHL often has several months to deliver the missing items, which is another reason to chase Skånska byggvaror. Between you and Skånska byggvaror, the Consumer Sales Act applies. Between Skånska byggvaror and DHL, a completely different agreement applies, which is not as advantageous as the Consumer Sales Act.
I think that as a company, there is a certain responsibility towards its customers regarding the transportation of the products it sells. I fully understand that most of the fault lies with DHL, but that doesn't mean Skånska byggvaror is without blame; as Styrman said, they are the ones who have contracted the transportation agreement with DHL, so they are also responsible for ensuring that their agreement is followed. How can we as consumers shop from construction companies online if there aren't clear and simple rules that quickly explain how things should be resolved?
Thank you mats_o, that's exactly how I see it too. It doesn't feel good if online stores lure with low prices and then when we order, we end up dealing with bad shipping companies followed by disputes about whose fault it is. No, I will shop locally from now on. It's not worth the small difference in money if you encounter things like this. It's a shame for Skånska b, I was planning to change windows and doors and renovate the patio this summer, but I will choose another supplier. That's life.
Have a wonderful and fulfilling summer, everyone!
Have a wonderful and fulfilling summer, everyone!
Bought sliding door wardrobes 2-3 years ago from SKBV. When DHL showed up, of course, the boxes were damaged. Complained to the driver who informed me to take it up with SKBV. Called SKBV and they referred me to DHL... after a long unpleasant phone call with SKBV and a subsequent email to SKBV, I got a door and some aluminum track replaced. After that, SKBV offered me a 15% discount on my next purchase from them, to which I explained that there would never be a next purchase from me, and I received the equivalent amount back on the wardrobe! Now, this was a couple of years ago, but they don't seem to have improved their attitude!
Well, hate to say it. You've probably just realized that cheapest isn't always best. Naturally, SBV has an overall responsibility towards you as a customer, just as you wrote. But if they were to have an administration to handle transport damages caused by a subcontractor, they wouldn't be as cheap anymore. The entire idea is based on the customer doing the work themselves - and saving money by doing so. At the same time, I think the response from SBV was a bit poor as you mentioned.
Just wanted to say in all the negativity that my only purchase via SKBV so far went perfectly despite a claim for damaged goods. I bought two sliding doors and when the driver was unloading, he happened to drop one of the door packages. The result was a small dent in the aluminum track on the door, which will not be visible anyway. He made a note of this on the delivery slip and gave me a number to call for a claim. I got 400 SEK back directly from SKBV (or a new door if I wanted) without any problem from a very nice guy on the other end of the line.
As I said, everyone has different opinions depending on the treatment they received, which is understandable.
As I said, everyone has different opinions depending on the treatment they received, which is understandable.
If you know how freight is handled at terminals and during loading/unloading, you hesitate quite a bit to order goods to be transported... You try to buy everything on-site, so you can control everything...
//Calle (driver)
//Calle (driver)
I've shipped an incredible amount of sensitive items both by air and truck freight. There's basically only one method that works:
Pack the items in a sturdy wooden box, place this box inside a larger wooden box, and pack with at least 10 cm of cushioning material around it. Ideally, place the whole thing on a pallet to avoid getting pallet forks right through the box.
Smaller items are packed the same way, swap the wooden boxes for double cartons.
If items get damaged, it's usually the freight forwarder who is responsible, but read the fine print in the terms BEFORE you order. Some companies ship uninsured, poorly packed, AND at your risk.
The most important advice when receiving items with damaged packaging: Photograph everything immediately, the packaging, the item, the damage, and file a complaint with the freight forwarder right away.
Pack the items in a sturdy wooden box, place this box inside a larger wooden box, and pack with at least 10 cm of cushioning material around it. Ideally, place the whole thing on a pallet to avoid getting pallet forks right through the box.
Smaller items are packed the same way, swap the wooden boxes for double cartons.
If items get damaged, it's usually the freight forwarder who is responsible, but read the fine print in the terms BEFORE you order. Some companies ship uninsured, poorly packed, AND at your risk.
The most important advice when receiving items with damaged packaging: Photograph everything immediately, the packaging, the item, the damage, and file a complaint with the freight forwarder right away.