Charged £30 delivery when choosing Free Delivery

scarey_man

I just bought a mattress online from the-bed-shop.com.
I chose the 'Free Delivery' option, which is the default anyway.

Below that is a calendar of dates. I chose a date.

It does say that if I don't want 'Express Delivery' then don't chose this option, but I failed to notice this at the time.

After I chose the date, my 'Free Delivery' choice was still selected.
I then proceeded with the payment etc, and the confirmation page still showed up free delivery.
I even received an email showing the order confirmation and that it was free delivery.
That was Wednesday night.

I then received an email on Thursday evening to say the new total was an additional £30, as they said I had chosen 'Express Delivery'.

I've rather pee'd off about this, as I would never pay £30 delivery when there is Free Delivery.

I've just gone through the process again to make sure I hadn't made a boo-boo, and it doesn't change delivery options or add £30 in when 'Free Delivery' is selected and a 'Delivery Date' is selected.

The company say it's my fault and it's tough. I'm saying their website is flawed as it should show the total amount before confirmation is complete.

Where do I stand?

bryanb

Have you had delivery? If not tell them to change it to free delivery and accept their date.

Lifeisbutadream

Were you charged £303 delivery????

Esqui

I was just wondering that too!

It does sound like their website is a bit rubbish, when it comes to sorting out delivery.

bryanb

Lifeisbutadream wrote: »

Were you charged £303 delivery????

Bottom of post 1 says £30, I found the other day you can't edit titles

scarey_man

Typo in title. It is delivery of £30.

I haven't checked Credit card yet, but last email update stated a charge of £30.

I emailed them and then called them, but they say they're correct and the website is fine.

I've emailed www.consumerdirect.gov.uk about it, awaiting a reply.

Wondering if I can do anything under the 'Distance Selling Act'?

Haven't received item yet, but apparently due for delivery today.

Lifeisbutadream

bryanb wrote: »

Bottom of post 1 says £30, I found the other day you can't edit titles

You should be able to - just go into advance...

derrick

scarey_man wrote: »

Typo in title. It is delivery of £30.

I haven't checked Credit card yet, but last email update stated a charge of £30.

I emailed them and then called them, but they say they're correct and the website is fine.

I've emailed www.consumerdirect.gov.uk about it, awaiting a reply.

Wondering if I can do anything under the 'Distance Selling Act'?

Haven't received item yet, but apparently due for delivery today.

Yes you can, refuse delivery, they will then have to refund your TOTAL costs inc delivery under DSRs

You have 7 WORKING days to cancel after delivery, (if you accept delivery), for no reason at all, just inform them you are canceling, e-mail is acceptable.

DSRs
From page 17; -
3.23Where the DSRs give consumers the right to cancel an order, this right is unconditional and begins from the moment the contract is concluded. Unlike when buying from a shop, the first time that a consumer will typically have an opportunity to examine goods purchased by distance means is when they receive them. The DSRs give consumers who buy by distance means more rights than consumers who shop in person. When a distance consumer cancels a contract to which the cancellation provisions apply they are entitled to a refund of any money they have paid in relation to the contract even if the goods are not defective in any way. Please also see paragraph 3.46 for further information.

From page 18; -
The time limits for cancellation are as follows.
For goods:
Provided you give your consumer the required written information no later than the time the goods are delivered, their cancellation rights end seven working days after the day on which they received the goods

From page 20; -
What must my consumers do if they want to cancel?
3.26 They must tell you in writing, or in another durable medium, if they want to cancel. This includes letter, fax or email. A phone call is not enough unless you say in your terms and conditions that you will
accept cancellations by phone.


From page 22; -
“Can a consumer cancel an order before they receive the goods or where goods are lost in transit?
3.35 Yes. Where the DSRs give consumers rights to cancel, this right is unconditional. If consumers cancel before they have received the goods you must refund the total price of the goods, including any delivery charges. Consumers who have cancelled under the DSRs may refuse to accept delivery of the goods. Refusal in such a situation cannot be treated as a breach of contract.

scarey_man

That looks good.

So basically when I get home, ensuring the item ahs been delivered, I can them email then and say I no longer want it?

I did say to them earlier, via phone, that I didn't want it if they were charging me £30 delivery.
They say I'd have to pay £30 to have the item returned!

True or not?

deanos

Yes they can charge you a fee as its in there t+c's

"Returns Procedure
We want you to be delighted with your purchase. Once you receive your furniture you have seven days to decide if you wish to return it. If so, then you can either arrange to return the goods yourself or you can ask us to collect them from you for a small fee. We hope you will be happy with your purchase. Once you have received your goods we encourage you to email us with any queries you may have. Please read our Terms & Conditions page for more information
"

cleo1299

scarey_man wrote: »

That looks good.

So basically when I get home, ensuring the item ahs been delivered, I can them email then and say I no longer want it?

I did say to them earlier, via phone, that I didn't want it if they were charging me £30 delivery.
They say I'd have to pay £30 to have the item returned!

True or not?

I think it's the difference between cancelling the order (which you need to do either before it's delivered or by refusing to accept delivery)

or returning the item within 7 days

Much simpler to cancel the order. Send them an email and cancel before it's delivered. Be sure to say you are cancelling under the Distance Selling Regulations. Contact whoever's at home and tell them to refuse to accept delivery. That means it doesn't even get through your door.