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Problem with Texaco Oil delivery

  • 25-01-2011 12:24pm
    #1
    podge3
    Registered Users, Registered Users 2 Posts: 1,776 ✭✭✭


    I placed an internet order with http://www.texoil.ie/index.aspx for a delivery of home heating oil to Co. Tipperary. This was my first time dealing with the company and I ordered last Sunday for delivery on Monday.

    When there was no sign of delivery by last evening, I rang the Texaco oil depot in Waterford, who do deliveries in Tipperary, according to their website. They had no record of my order and do not deliver to Tipperary anyway. They gave me a number to ring in "Head Office" in Dublin but that just rang straight to voicemail.

    I rang Texaco Head Office (01 8566100) this morning and spoke to the rudest and most condescending individual I have had the misfortune to deal with in a long time. She initially tried to put me through to someone else (probably the same number I had tried myself) but he is out of the office apparently. She then tried to deal with the problem herself. The conversation went something like this:

    Her: When did you place the order?
    Me: Last Sunday
    Her: We don't open on Sunday
    Me: It was an internet order (I had already told her this).
    Her: But we don't open Sunday
    Me: The internet is open 24/7. My order was accepted.
    Her: But the drivers don't work on Sunday!!!
    Me: My order was accepted on Sunday for delivery on Monday
    Her: You're through to Dublin. We don't deliver to Tipperary. We have depots in x, Y and Z.

    This went on for a while longer and ended up with me raising my voice at her, which is something I don't normally do. Apparently there is only one person who deals with this and she would get him to ring me "immediately". I'm still waiting almost an hour later for the call....

    The upshot of it all is I have very little oil left so I need to order elsewhere from a reliable company. I rang the credit card company to cancel the payment - they can't do that, Texaco need to do it. But I can't speak to anyone in Texaco that can do this.....

    So should I order somewhere else and try and sort out the double payment to Texaco or sit in the cold and hope that the one individual in Texaco who deals with this sorts it out?


Comments

  • #2
    jor el
    Closed Accounts Posts: 16,713 ✭✭✭✭jor el


    According to this, it's Waterford you should be dealing with. Try them again before doing anything, and maybe try email.

    Since you have an order paid for, I would be slow to order oil elsewhere until you can get this sorted. If you do go and order again, then Texoil wouldn't necessarily have to refund if you get oil from another supplier. You would have a battle on your hands, and you seem to have already found that the bank is not willing to help you. Normally though, you'd have to wait at least 30 days from the charge to do a charge back, so this could be why the bank refused now.


  • #3
    podge3
    Registered Users, Registered Users 2 Posts: 1,776 ✭✭✭podge3


    jor el wrote: »
    According to this, it's Waterford you should be dealing with. Try them again before doing anything, and maybe try email.

    Since you have an order paid for, I would be slow to order oil elsewhere until you can get this sorted. If you do go and order again, then Texoil wouldn't necessarily have to refund if you get oil from another supplier. You would have a battle on your hands, and you seem to have already found that the bank is not willing to help you. Normally though, you'd have to wait at least 30 days from the charge to do a charge back, so this could be why the bank refused now.
    Waterford have told me that they do not deliver to Tipperary. The chap I spoke to down there gave me the number of someone in Tex HQ who deal with web orders but he is out of the office/missing/absent....The lovely lady (:rolleyes:) I spoke to in their HQ said she would get him to ring me but that hasn't happened.

    The thing is I can't wait to get this sorted. I have only about 1 day of oil left and I need to get it ordered today so I can take delivery tomorrow. I usually order the oil online and have never had a problem until I dealt with this shower of incompetents.


  • #4
    jor el
    Closed Accounts Posts: 16,713 ✭✭✭✭jor el


    It seems your only choice is to order elsewhere, and in the meantime try to get the money back from Texoil. If they, and the bank, won't refund, then you can use the Small Claims Court to get your money back.


  • #5
    podge3
    Registered Users, Registered Users 2 Posts: 1,776 ✭✭✭podge3


    jor el wrote: »
    It seems your only choice is to order elsewhere, and in the meantime try to get the money back from Texoil. If they, and the bank, won't refund, then you can use the Small Claims Court to get your money back.
    I ordered online from Jonesoil about an hour ago and it'll be delivered in about 10 minutes. Its so easy when you deal with a competent company. I can't believe Texaco were so inept.

    Hopefully they will just cancel/refund the credit card payment. I can't imagine why they wouldn't. I have learned my lesson and will never use Texaco for any kind of oil product again.


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