Studio Catalogue Problem

re-rewind

Hi, my wife ordered a personailsed (engraved) item from studio at about 1 o clock last night and unfortunately realsied this morning that in her tired ness she got a letter wrong, she rang up this morning around 8:30 ish (i wasnt here) and was told that her order could not be changed because its in the terms and conditions.

She asked if it had been started to be engraved yet, they said no, it was just in the T's & C's that she couldn't change or cancel her order


is this right? Surely they have a responsibility to change something if its not to the required specification? I thought the customer had all rights to cancel until they'd actually received the item? Can someone plase shed some light quickly so i can ring them if i need to.

Thank you and sorry again if this is in the wrong forum

Applepie_2

Is this from https://www.24studio.co.uk?? If it is, from a quick glance as the T&Cs, there doesn't appear to be reference to correcting an order. You are not cancelling as such. So I would call their careline again where "We undertake to deal with any complaints speedily and sympathetically." Worth another try. Good luck.

re-rewind

I think they are referring to this part:

NON-RETURNABLE GOODS
Personalised items are excluded from our 14-working-day approval period, as is pre-recorded material, software and fragrances where the seal has been broken. Mobile phones are also non-returnable if activated. Pierced earrings & body bars are also excluded. Please also see Adult Xtra Returns above for other non-returnable items.

thats all i can find

squidge60

i would still give them a ring after all you are only trying to change a letter and if you cant change it at least get the engraving cancelled.good luck

re-rewind

bump to update, Studio have been emailing us with time wasting excuses despite me providing all the information they have asked for, constant emails and now i have received one from a different person stating sorry its too late the order has been dispatched now and you can't cancel or return.

All the emailing backwards and forwards has obviously been to waste my time with irrelevant questions, its so annoying i don't know what to do.

I've threatened to refuse the order and have it returned to sender and not pay for it, but doing things that way that means I am breaking the terms and conditions, is there any other way, the item value is not all that much but i don't have money to waste on items that are bloody wrong

ah7386

re-rewind wrote: »

bump to update, Studio have been emailing us with time wasting excuses despite me providing all the information they have asked for, constant emails and now i have received one from a different person stating sorry its too late the order has been dispatched now and you can't cancel or return.

All the emailing backwards and forwards has obviously been to waste my time with irrelevant questions, its so annoying i don't know what to do.

I've threatened to refuse the order and have it returned to sender and not pay for it, but doing things that way that means I am breaking the terms and conditions, is there any other way, the item value is not all that much but i don't have money to waste on items that are bloody wrong

Maybe someone a little more in the know than me can answer this but
would this come under the Distance Selling Laws, where you have a right to return anything purchased that you have been unable to view before hand?

EDIT - Just found this on a goverment website:

http://www.berr.gov.uk/whatwedo/consumers/buying-selling/distance-selling/index.html


Distance selling means selling and buying by phone, mail order, via the Internet or digital TV. Such transactions are covered generally by normal buying and selling legislation, but they are also covered by special Distance Selling Regulations.

Distance Selling Regulations give protection to consumers who shop by phone, mail order, via the Internet or digital TV: The protection includes:

• The right to receive clear information about goods and services before deciding to buy;
• Confirmation of this information in writing;
• A cooling off period of seven working days in which the consumer can withdraw from the contract;
• Protection from credit card fraud.

appleblossom

What item did your wife order? Is there no-way it could arrive faulty or broken?

re-rewind

thanks for the post above, Im not sure where it stands on studio's own terms and conditions about not returning or cancelling the order once placed so i dont know which one i'd supposedly have to adhere to.

And also the item could've arrived broken, but if it didn't I wouldn't morally feel right lying about it, depsite how they've treated us. but its too late anyway now because we refused the order today when they tried to deliver, so i guess we'll see what happens now eh!

re-rewind

just a quick update to the above.

Im not holding my breath, but I have had an apology email from studio after me sending a bit of a rant and they said they are now happy to oblige to the order should we still wish to continue. So seems good so far

squidge60

ow good sometimes it does good to rant i usually leave it to my oh