In store digital prints - machine error

Hamleteer

Hello all MSEs.

I have just been to collect a large amount of digital photo prints from a well known high street retailer. As the order was large (400 copies) I didn't check the prints before coming home, but when I do I see the prints are missing the white border that I had specified.

I have contacted the store and they have said this is due to a machine error and they are very sorry about it. They are however not going to refund or reprint the images due to the quantity. I was told it would not have been a problem if it would only have been 10-20. And as it is not an employee mistake they are not going to do anything about it.

As these are images from our wedding and we've made these prints in order to be able to make a good selection for our wedding album(s), hence being very picky with the white border.

I stupidly did not use my credit card when paying for this

I am fuming after being treated like this and am in the process of writing a letter to the head office. I would however like to know what options I have going forward before sending it, so I'd be really grateful for any info regarding my rights.

Thank you for any help.

winnie_y

Do you have it on an order form somewhere that you ordered a white border? If they have said its a machine error is this not like them admiting fault? If the employee who checked the photos after they came out of the machine had checked your order form they should have seen white border was asked for so it is a kind of employee fault.

Hamleteer

There was a problem with the machine as it failed to print a receipt. I had to wait in store for the images to be transferred from the user terminal for one of the assistants to give me a hand written receipt. This didn't state anything more than the quantity, my name, the amount paid and a reference number.

This obviously does not help as it is my word against theirs. They did however claim it was a machine fault rather than me not ticking the correct box.

Mark_Hewitt

They have already admitted that they were at fault. Therefore you didn't get what you ordered so surely legally under the SOGA you are entitled to a remedy.

Perhaps going to the store and refusing to leave until you get it sorted would be the best thing.

Also, I assume we're talking about Boots? Can't be doing with this "well known retailer" thing.

Hamleteer

It's actually Jessops.

I have just got off the phone to Consumer Direct who advised me to send a letter on recorded delivery arguing a breach of contract under SOGA 1982. I will do this and see what happens.

Thanks to all for your help.

Mark_Hewitt

Hamleteer wrote: »

It's actually Jessops.

See the wrong company gets blamed.

I have just got off the phone to Consumer Direct who advised me to send a letter on recorded delivery arguing a breach of contract under SOGA 1982. I will do this and see what happens..

Sounds like a plan but the most likely response is - nothing. Or if there is one they'll say something like "well you took them away therefore you accepted them" which of course is nonsense but they'll try to hide behind it.

Rain_is_Insane

Is the price different for a white border? If so your receipt should prove what you ordered by the amount paid. Worst case scenario is if the price is different they could just refund the difference.

geordieracer

Rain_is_Insane wrote: »

QUOTE]

How insane is the rain today?

Hamleteer

Rain_is_Insane wrote: »

Is the price different for a white border? If so your receipt should prove what you ordered by the amount paid. Worst case scenario is if the price is different they could just refund the difference.

Price is actually the same, so no help there. At least I have contacted Consumer Direct and they seemed very helpful. If nothing comes of it they said to contact them again for further advice.

Rain_is_Insane

geordieracer wrote: »

Rain_is_Insane wrote: »

QUOTE]

How insane is the rain today?

Totally