consumer rights -Lush

ppolly

a couple of days ago I placed an order for some things from lush - they have a new website up and running, and had mispriced some items -they were priced alot cheaper that they ought to have been. I ordered them successfully. This morning I got an email from them saying they can't fulfil my order, due to the fact their website 'wasn't running properly' at the time -it was actually running fine, just with the wrong prices! All the items I ordered are now at the correct price on the website.

I'm interested to know where I stand as a consumer on this. I was rather cheeky, but it was their mistake. Any advice appreciated.

Amistoso_2

They are only offering an invitation for you to buy, they do not have to accept your order as it stands. Mistakes happen, that's life

ppolly

That's fine. I thought they had already taken the money off my credit card.

Tozer

Have they taken the money from your credit card?

ppolly

no, I've just rung to double check. Apparently when you order online they pre-approve the card to the order total and then when it is dispatched the money actually comes off your card .....I never knew that before....

scullster

In which case I don't think that they have accepted the offer, therefore they are not obliged to sell you the goods.

Is that right Tozer?

Tozer

scullster wrote: »

In which case I don't think that they have accepted the offer, therefore they are not obliged to sell you the goods.

Is that right Tozer?

Without looking at the t's and c's I think you are on the money Scullster!

sarahg1969

Even if they had taken the money, they would be within their rights to refund it and cancel the order if a mistake had occurred.

brightonman123

shame on them, for bait and switching.. happens all too often, and i wonder how oftern people re order at the 'proper' price, without checking if its cheaper elsewhere?

SOMEONE must be deciding / inputting / checking the online prices, right? grrr

woody01

ppolly wrote: »

a couple of days ago I placed an order for some things from lush - they have a new website up and running, and had mispriced some items -they were priced alot cheaper that they ought to have been. I ordered them successfully. This morning I got an email from them saying they can't fulfil my order, due to the fact their website 'wasn't running properly' at the time -it was actually running fine, just with the wrong prices! All the items I ordered are now at the correct price on the website.

I'm interested to know where I stand as a consumer on this. I was rather cheeky, but it was their mistake. Any advice appreciated.

You stand nowhere.
They acted correctly.

ppolly wrote: »

That's fine. I thought they had already taken the money off my credit card.

Makes no difference if they have or not,

scullster

sarahg1969 wrote: »

Even if they had taken the money, they would be within their rights to refund it and cancel the order if a mistake had occurred.

Is that really true (I'm not confident either way, idle curiosity), but I'd have thought that they have effectively shaken on the deal if they take payment. If it were to happen on the high street, the shop assistant couldn't come running down the street asking you to return the goods for a refund?

Or is the deal struck when the goods are dispatched? If thats the case (call me naive), that doesn't sound fair.