Appalling service from Play.com

CashSaver_2

I ordered an item from play.com on 21st August 2009, which was described as "usually dispatched within 4-5 days". This was intended as a birthday present for 31st August. This should provide extra time for the order to be delivered, if it was a few days late.

However, as of today, the item has still not arrived. I have spoken to the Helpdesk on 3 separate occasions and been given 3 different responses. I have emailed them without reply.

I have been told each time that the item is currently out of stock. The item, however, is still advertised on their website as being available and "usually dispatched within 4-5 days". Each time, I have pointed out that this is very misleading and that it should either be advertised as "currently out of stock" or not advertised at all. Each time, the helpdesk has disagreed, to the extent that the lady today told me that "usually dispatched within 4-5 days" generally means that the item is out of stock!!! I expalined to her gently, that "out of stock" means "out of stock" and "usually dispatched within 4-5 days" should mean exactly that.

I have now been forced to cancel the order as thay cannot tell me when they are likely, if ever, to be able to deliver the item. However, I am still annoyed at the inconvenience to me, and the disappointment of my son who has been asking me everyday for the past month if his present has arrived yet. I am also annoyed that play.com are still advertising this item as "usually dispatched within 4-5 days". This is extremely misleading to other prospective purchasers who will end up in the same position as me.

Is it possible to make a complaint via Trading Standards, or does the word "usually" give play.com a get out? Surely, if an item is out of stock, with no firm date to be back in stock, a company has an obligation to make this known. Does the fact that they do not charge until the item is dispatched, also give them an escape clause?

mum2one

You wouldn't have much ground to stand on, as the shop/online set uo, is basically an invation to buy.

If usually is included in the title. then they have themselves covered, a company that large would be having supplies coming in regulary and would be working on the basis that there getting more stock, and as you do not pay for the item till the item has been dispatched there has been no contract entered into.
Sorry

Helix

CashSaver wrote: »

I
Is it possible to make a complaint via Trading Standards, or does the word "usually" give play.com a get out? Surely, if an item is out of stock, with no firm date to be back in stock, a company has an obligation to make this known. Does the fact that they do not charge until the item is dispatched, also give them an escape clause?

Play.com are not a UK company as they are based in Jersey and therefore Trading Standards or any other UK organisation have no power over them.

superscaper

Helix wrote: »

Play.com are not a UK company as they are based in Jersey and therefore Trading Standards or any other UK organisation have no power over them.

Well there is Jersey Trading Standards.

Probably not much recourse the OP has in this specific case but there are pretty much the same laws covering Jersey in regards to consumer rights as there are in the UK.

vicshippers

Play.com have given you bad customer service but you're not in any worse position than before you decided to buy the item so I'd just let it lie. It's annoying but it's not serious.