UPDATE - to the Samsung 32 inch and great Freemans 30% discount

windym_2

Didn't know where to post this as this is an update to the palaver regarding the Samsung TV (and other items) ordered on the Freemans 30% code which were subsequently cancelled. I felt it should go here as this was the where the original thread went (which has now been moved to 'gone but any good'). Mods please move if incorrect.

For those that don't know the story a brief summary is:
Freemans were offering a 30% code off everything. When MSE'ers cottoned on to this and various amazing offers were highlighted, Freemans pulled the code and cancelled most orders. Not a problem, but actually it was thought that their code offer was misleading as it actually was only 30% off fashion and shoes (not a mention of that until you got to the very small print).

I contacted my local trading standards and complained about the misleading advertising of the code.

Today:

Good news!

I have today been contacted by Trading Standards (Cornwall) who referred my complaint about Misleading Price Indications to West Yorkshire Trading Standards (parent company Gratten). My TS says 'the complaint is upheld, and over 100 complaints were received. Freemans have agreed a mislead and have said they will honour all the orders for the 30% discount for all the people who complained.'

If you did not complain (but made an order) can I suggest you contact your own/W Yorks TS and do so. My TS have told me that Freemans will be telephoning me in the next 7 days to arrange delivery - watch this space!!!

c_smith

Well done!!

I got one on the 20% code with an extra quidco 5%, which I was more than happy with, but I have to agree that the 30% offer was misleading and did clearly state on the opening page that it was 30% off everything.

twogoodtwo

Windy

Can you give any more details by any chance. I just spoke to a customer services and they are giving the standard response that it referred you to the T&C's and therefore touch luck. Cusomter Services had no idea about TS and said that I had to write in. Do you reckon we should all write in as well or just contact TS and let them deal with it?

The saga continues...

redfox

I've moved this over to the It's Gone board as that is where any follow up threads should be put

zelnik

That is excellent news!!

I ordered the 40" Samsung LCD 3 weeks ago and it just came in stock this afternoon.

I have contacted my credit card company who have said no money has been taken or reserved and I was going to give it until mid week next week to see if they did send it.

I didn't want to create waves and hoped it would go through (remote chance I know)

So tomorrow I shall be calling them to find out where my order is!!

I dont suppose you have anything I can quote to them to show them? like a general case number or something?

Any advice will be greatly appreciated.

EDIT: Have just called Freemans and my order has indeed been cancelled I spoke with the operator who was most unhelpful (suprise)

windym wrote:

Good news!

I have today been contacted by Trading Standards (Cornwall) who referred my complaint about Misleading Price Indications to West Yorkshire Trading Standards (parent company Gratten). My TS says 'the complaint is upheld, and over 100 complaints were received. Freemans have agreed a mislead and have said they will honour all the orders for the 30% discount for all the people who complained.'

If you did not complain (but made an order) can I suggest you contact your own/W Yorks TS and do so. My TS have told me that Freemans will be telephoning me in the next 7 days to arrange delivery - watch this space!!!

zorber

Thats Great News.

I got the old version with 30% off plus 5% quidco i was trying for the new version when my card was declined then when CS got involved they sent the old version out at full price again. Though i could complain about the poor cs, I had confirmation of the low price then they just went ahead and charged me full price. But as i have one tv (which i would have sent back unopened) i am happy enough with this. But well done for complaining to Trading standards as freemans have been very underhand with this discount code and all the lies they told.

windym_2

twogoodtwo wrote:

Windy

Can you give any more details by any chance. I just spoke to a customer services and they are giving the standard response that it referred you to the T&C's and therefore touch luck. Customer Services had no idea about TS and said that I had to write in. Do you reckon we should all write in as well or just contact TS and let them deal with it?

The saga continues...

twogoodtwo, I would firstly go to your local or WYorks TS and complain, either via their website of via letter. If you want, you could 'copy' the letter to Freemans. The complaint is about Misleading Price Indications which is contrary to The Consumer Protection Act 1989. The complaint being that, the homepage with the discount does not refer you to any T&Cs or exemptions. The homepage offered 30% off everything. There were no leads to any T&Cs or exemptions on that page, it clearly said 'OFF EVERYTHING'.

Whilst most people were aggrieved that Freemans cancelled their orders, this in fact was a civil dispute and would need to be forwarded through the civil courts. This can be costly and time consuming but more importantly is on 'an individual basis'. The TS complaint is a criminal complaint and as such is not dealt with via an individual but by TS. The very threat of this seems to have made Freemans honour their mistake. This is how it looks from the information given to me today by my local TS. But as I said, if you have not made a complaint you need to liaise with your own TS or W/Yorks TS. This is not a retrospective complaint, you can only force Freemans to honour their contract if you had the order accepted in the first instance. This would include any written or verbal contract agreeing to supply the goods at a specified price. People cannot simply jump on the bandwagon and try and order now! :cool: To summarise. If you made an order under the initial 30% off everything code and it was cancelled as being exempt, then you should complain to TS. As I understand it from my local TS, Freemans will honour any such contract. They will seek permission from you (via your TS) to contact you to arrange to fulfil the order.

HTH.

windym_2

zorber wrote:

Thats Great News.

I got the old version with 30% off plus 5% quidco i was trying for the new version when my card was declined then when CS got involved they sent the old version out at full price again. Though i could complain about the poor cs, I had confirmation of the low price then they just went ahead and charged me full price. But as i have one tv (which i would have sent back unopened) i am happy enough with this. But well done for complaining to Trading standards as freemans have been very underhand with this discount code and all the lies they told.

Zorber, this sounds like the civil part of the complaint. IMHO you have a very good complaint. You were contracted at a set price (the discounted one) and they delivered at another. If you felt so inclined, you should explain this to them and your local TS. For a quicker result, your best bet may be to contact TS with all your relevant paperwork (ie the email confirming the price) and the screenshot of the offer, which someone kindly posted (huge thanks) and complain on the MPI. Hopefully if you do this quickly, all the complaints will be blanketed and dealt with under one big Freemans backstep!;)

If its any help to anyone, the parent company of Freemans in the UK is Gratten. But the overall control is via Otto Verband in Germany. They are easily google-able. I wrote to OV in Germany but have yet to receive a reply.

zelnik

Thanks so much for the information windym!

I shall be emailing TS tonight with the supplied information and hope all this mess can be cleared up as I've been waiting for my TV for 3 weeks now and what has made me really mad is that I was not even told my ordered was cancelled!!

Thankfully I have the email confirmation AND a "sorry your order is delayed" letters with the discounted price in full as some sort of backup

windym_2

zelnik wrote:

Thanks so much for the information windym!

I shall be emailing TS tonight with the supplied information and hope all this mess can be cleared up as I've been waiting for my TV for 3 weeks now and what has made me really mad is that I was not even told my ordered was cancelled!!

Thankfully I have the email confirmation AND a "sorry your order is delayed" letters with the discounted price in full as some sort of backup

Excellent, remember, be factual. Enclose a copy of the discount code, which from memory was on a thread somewhere! http://img89.imageshack.us/my.php?image=screencap20qt.jpg and scan copies of your email and letter. Explain that you realise you cannot force Freemans to fulfil their order (as this is civil) but that you felt completely misled. They should then tie up the complaint with all the others and confirm they are delivering as promised! Good luck.:T

Going off for a glass of wine, so will be back tomorrow to check on progress!

drahcir_2

thanks for the info windym - ive filled in the online form for ts