Delivering Satisfaction

A recent investigation by Good Housekeeping magazine claims many companies simply assume householders can fit in with their delivery and service timetables. As a result of its campaign to highlight the issue, it was inundated with readers' letters from all over the country complaining about late deliveries, missed service calls and inflexible arrangements.

It found the most frequent offenders were Argos, British Gas Services, Comet, Currys, Ikea, NTL and Parcelforce.

Aggie MacKenzie, assistant editor, says: ''We think it's a scandal that we all have to waste so much time waiting in for repair or delivery people and so much energy chasing up missed or late appointments.

''Companies should understand that 70 per cent of women have jobs and can't just sit around on the off-chance that a delivery will turn up. Even if people are at home, it is unreasonable to expect them to stay in all day, virtually trapped because there is no specific delivery appointment time. We're their clients and it's high time they started putting us first. But the major grudge is with companies that don't call to say they are not coming. That is unacceptable. Our message is - if there's a problem explain and, if you let us down, apologise.''

The magazine is campaigning for companies to follow four guidelines:

Give at least 24 hours notice if an appointment cannot be kept and telephone to advise of delays;

Make an appointment within a two-hour time slot or at the minimum a choice of an am/or pm time scale, instead of the vague all-day call;

Offer early morning and evening deliveries;

Give compensation for failing to meet delivery promises.

MacKenzie says: "In general, it seems people expect very little when it comes to deliveries and service appointments, and get even less. If people vote with their wallets and only deal with companies with good service and delivery records, as well as voicing their feelings of dissatisfaction, it will make them take notice. Companies need to recognise that public unhappiness over this can cost them customers and dent their image.'' While compensation schemes for missed appointments and other failures of service are commonplace with the phone, water and electricity companies, they are not recognised by other companies.

Under the Guaranteed Standards Scheme laid down by Ofwat, the water regulator, water companies must tell customers whether they will arrive before or after 1pm, and must specify a two-hour period if the customer wants them to do so. Ofgem, the electricity regulator, imposes a similar rule on electricity companies. Water companies have to pay domestic customers a minimum of £20 compensation if they fail to meet the requirements of the GSS scheme, which also says companies must give 24-hours notice if they have to cancel a previously agreed appointment. Electricity suppliers also must compensate customers by £20 for any missed appointments.

BT has a customer satisfaction guarantee scheme which allows residential customers to claim either the amount of any actual financial loss or a month's network rental, plus VAT for each day or part of a day lost, up to a maximum of £1,000 as a result of a missed initial appointment. The NTL customer service guarantee allows customers to receive a £10 payment for a missed appointment. Also, Comet will refund their normal delivery charge if they cancel a pre-booked appointment. Hoover/Candy provide a replacement appliance if the original one cannot be repaired within 28 days. Other firms simply state they ''consider each case on its merits''.

GETTING THE BEST DELIVERY

Some tips from The Consumers' Association.

Make sure the product is in stock before you hand over any money;

Ask about extra charges for delivery. Get a delivery date and time and, if they suit you, get confirmation in writing. Take the name of the sales assistant;

If you have to take time off work, make sure the company is aware of this;

Find out who will be delivering the item, the retailer, courier or the manufacturer and ask for a contact telephone number for them;

If you didn't manage to fix a delivery date at the point of sale or you think that the store is dragging its heels, write to them, telling them the delay is unacceptable and give them a deadline to rectify the matter;

If the goods do not arrive by the deadline, you may be able to cancel the contract and get your money and any extra costs back;

Provided you made it clear at the point of sale that you wanted prompt attention, you could demand compensation for inconvenience and time off work if the store fails to deliver at the agreed time.

TRIED AND TESTED - TIRAMISU

ITALIAN food is now our number one favourite, even more popular, apparently, than chicken tikka or fish and chips. Pizza and pasta have been absorbed effortlessly into our national diet. But what about the puddings?

Tiramisu eaten in Italy is the food of the gods. A delicate balance of sweet and bitter, a froth of cream and mascarpone cheese, strong coffee and marsala wine, sprinkled lightly with cocoa and with a delicious bit of soggy sponge at the bottom to soak up all the flavours... that's what it SHOULD be like.

Unfortunately, by the time it gets to supermarket shelves in this country it loses a lot in translation. Nearly every supermarket does its version of this Italian classic. It would be unfair to pick any of them out as they are all uniformly dreadful.

The coffee liqueur tastes of no more than strong but stale instant coffee. (Or Camp Coffee Essence, if you're old enough to remember that). The sponge is unpleasant, the mascarpone cheese solid, the marsala wine unnoticeable and the cocoa - dredged across the top with all the charm and subtlety of grit on an icy road - nearly drowns out everything else.

The one exception is Tiramisu from Marks & Spencer, which was very different from the rest - very light and creamy. Almost too creamy, in fact - 37 per cent cream, 17 per cent mascarpone and only 13 per cent sponge. But at least the cocoa was sprinkled not shovelled.

Verdict: If you want to finish a meal Italian style, you're better sticking to fruit and cheese.

Published: 07/09/2001