ELC toy not what is in catalogue

wendyphant

Hi guys

just wanted to ask a question

I have purchased a wooden fire station for my son for xmas from ELC (early learning centre) I saw it in their catalogue and ordered it in store from the catalogue.

It arrived today and is lush BUT the catalogue says it comes with 3 fire engines and 3 firemen but only 1 engine and 2 firemen arrived. I checked online and it says 1 fire engine and 2 figures.

The photo online and in the catalogue show 2 fire engines

Do I have grounds to complain? Do I have right to ask for more engines?

Also online it says 29 pieces but the box says 22 ???? where the other 7 pieces are

http://www.elc.co.uk/toy/fire-rescue-station/ it was £100 SO NOT CHEAP

thanks for your time

cte1111

If the item you ordered said that it included 3 fire engines and 3 firemen, then they should definitely have been included. I would go back to the shop and complain. Do you have the original catalogue to show them the description?

wendyphant

Yes I have the original catalogue it is the present one that is in all their shops

Valli

In that case you have a claim as the goods supplied are not as described.
Since this is a reputable company (in theory anyway) I would e mail or write to them pointing out the difference between the goods as supplied to you and as advertised to you and see what they say...
and I would word it very nicely and very politely and see what happens;)

ihatecaptcha

Is the one in the catalogue a larger version of the same set, maybe? At a higher price? If the price is the same, they should definitely send the missing pieces.

wendyphant

it is the same set as online.

Don't want to send it back though because the photos don't do it justice it is lush

but the firemen don't have trousers on...not that I normally mind the idea of firemen without trousers on;):rolleyes: they look weird so want them replaced too lol

elegant_elephant

Have you tried customer services? I had a similar problem about two years ago where parts of an expensive toy were missing. I'd bought the toy in December to keep for my son's birthday in March and only noticed the missing bits two days before his birthday because I'd shoved the toy, still in it's bag, straight in the back of a cupboard.

Customer Services were brilliant, sent me the replacement straight away and I ended up with extra figures as a result. They didn't try to fob me off despite my failure to notice the missing bits at the time of purchase.

Maybe you could give them a try? The number will be on their website I'd imagine.

ihatecaptcha

wendyphant wrote: »

it is the same set as online.

Don't want to send it back though because the photos don't do it justice it is lush

but the firemen don't have trousers on...not that I normally mind the idea of firemen without trousers on;):rolleyes: they look weird so want them replaced too lol

:rotfl:

ELC will probably see you right. They're usually pretty good.

Lifeisbutadream

wendyphant wrote: »

but the firemen don't have trousers on...not that I normally mind the idea of firemen without trousers on;):rolleyes:

:rotfl::rotfl::rotfl::rotfl::rotfl:

wendyphant

OK I was very nice when I phoned them..:mad::mad::mad::mad::mad:

The three fire engines are a mis print and it has been corrected in the new catalogue (not sure where I stand there though because the lady in the shop checked and told me yes it did come with 3 engine?)

I told them the photo showed two different fire engines with the station...........:eek::eek: thats ok because they offered me to buy the second engine for £18:eek::eek::eek:




Wait for the best bit..........about the firemen.......... ''They don't come with trousers'' Can you believe it:mad::eek::mad::eek:

Help what do I do now? What are my rights?

Valli

Trading Standards...
'goods not as described.
You were 'invited to buy what was in the photo (called invitation to treat)

like this

they showed you a picture of goods and you though THAT looks nice I'll buy THAT - but they sent you something different (THIS)

So contact them again (but write and keep a copy) telling them what you agreed to actually buy (THAT) which wasn't what you were evenutally sent (THIS)
either you return the goods for a refund or they provide you with the missing parts.
You offered to buy what they had for sale in good faith.

gosh I hope that makes sense - I know what I mean LOL