Item recieved not like the picture

choccyface2006

Please move this if this is on the wrong board!

I bought a Humax digital tv recorder a few days ago, being very fussy :rolleyes: it had to look right and since I have had one before that went wrong, it had to have good reviews too.

I read lots of online reviews and looked round the big electrical shops and found two Humax models (both good reviews) one I wasn't keen on (looks wise) and one which was great but more expensive (by £65) because it had twice the capacity which I didn't really need.

Browsing online though I find a Humax recorder that looks like the pricer one but with half the capacity which I thought was perfect. So I ordered it online from Additions (through Quidco and with a 10% discount code) and paid in full, but when it came it was the style I didn't like, not like the photo.

I called them and explained, it took a while to realise that the photo on the website was wrong, it was of the more expensive model, they had sent me the correct unit (model number) but not the one in the picture!

I am waiting (& have been since Tuesday) for a call back about this (they said it could take up to 5 days). But I am not sure what my rights are. I know I could just have my money back (this item is £8 cheaper in Argos but they didn't have any near me) or I can keep it even though its not what I thought I'd ordered.

I can't see them sending me the more expensive model, but maybe they should It is their mistake. What should I expect them to do? I haven't installed it just in case they decide to swap it.

Thanks

Sarah x

SwissLe

You answered your own question, under the distance selling regulations the company has to accept the item back provided it is unused. It can charge a restocking fee if it so wishes, but most reputable retailers don't bother with this. You shouldn't keep the item you are unhappy with, although you can never have enough TV recording space!

Most terms and conditions of catalogues and online stores state that pictures are for illustration only and can differ. This is especially the case in the fast moving technology industry, it can be hard for retailers to keep up with cosmetic and design changes!

penrhyn

You need to be talking about model numbers.
Did the vendor supply the model you ordered, as the above poster says illustrations are not necessarily accurate.

GeoThermal

SwissLe wrote: »

It can charge a restocking fee if it so wishes,

Valid DSR returns as this would be are exempt from restocking fees.

Steve_xx

There is an issue here with the goods supplied under the Sale Of Goods Act 1979., section 13. You did not see these goods in the flesh, but you relied on a picture. Therefore, to my mind I think that the goods that you were supplied with should have corresponded to the description. I would suggest that you capture a screenprint of what you thought you bought, unless they have already changed it.

Here's a link:

http://consumerwiki.co.uk/index.php?title=Sale_of_Goods:_Basic_Rights&printable=yes

choccyface2006

It was the correct model number, but wrong photo on the website.

I have called them again and they offered me a 10% refund to keep the one I have, I have asked them if they could send me the other one and give me a discount against it, I'm waiting for them to get back in touch.

Sarah

penrhyn wrote: »

You need to be talking about model numbers.
Did the vendor supply the model you ordered, as the above poster says illustrations are not necessarily accurate.

choccyface2006

I agree, I took a screenshot the day I recieved the item and realised what had happened, I just checked now though and the incorrect photo is still up.

Thank you for the link!

Sarah

Steve_xx wrote: »

There is an issue here with the goods supplied under the Sale Of Goods Act 1979., section 13. You did not see these goods in the flesh, but you relied on a picture. Therefore, to my mind I think that the goods that you were supplied with should have corresponded to the description. I would suggest that you capture a screenprint of what you thought you bought, unless they have already changed it.

Here's a link:

http://consumerwiki.co.uk/index.php?title=Sale_of_Goods:_Basic_Rights&printable=yes

Steve_xx

OK, I'd take another screenshot now. You could then use that in defence by saying that despite the fact that you had pointed out the error that they had continued to offer the wrong item. I think I'd be inclined to press them to supply you with what you thought you were buying, without extra charge. Since they have taken your money and supplied you with something, then there is a contract in existence, and it seems that you were not supplied for that which you elected to pay for.

choccyface2006

Steve_xx wrote: »

OK, I'd take another screenshot now. You could then use that in defence by saying that despite the fact that you had pointed out the error that they had continued to offer the wrong item. I think I'd be inclined to press them to supply you with what you thought you were buying, without extra charge. Since they have taken your money and supplied you with something, then there is a contract in existence, and it seems that you were not supplied for that which you elected to pay for.

Thanks again,

I have now done this and hovered over the time so the date was on the screenshot

I am still waiting for them to get back to me from Friday, grrrrr........so annoyed as we only have 5 channels to watch and can't record anything, the kids are going mad, and me too!

Sarah

choccyface2006

This had been resolved now though not the way I hope it would be.

I decided in advance that I wasnt going to keep the box I recieved because I want to undate my TV and wanted everything piano (gloss) black finish (fussy sod that I am!) So I wanted the box in the picture.

I made more calls chasing them up and they called yesterday to offer me a refund of 20% on the Unit I recieved. Or I could have 10% off the new one which would make it £180.00. Even though I said I could get £30 off using a code and 8% back through Quidco, 10% is all they could offer me even though its been going on for nearly 4 weeks now. :mad:

So, since there was nowhere cheaper to buy it from I sent the one I recieved back and re-ordered via Quidco (£13.60) and with the £30 for a £60 spend code from HotdealsUK. Final cost to me £155.11. Now theres a three week wait though! And I have to wait for the refund to come through, so so far I have spent nearly £300 and have nothing to show for it!

Really cross they couldn't just swap the units or do a decent deal on the new one. :mad::mad::mad:

Sarah x

choccyface2006

I am getting more mad now, not only have they taken the payment even though delivery is expected to be three weeks, but they have taken the full amount and not taken the £30 off (which is clearly on my order confirmation) Grrrrrr..............