Studio Catalogue

mcweasel05

I don't know if this is the right place for this, but anyways still need advice

Last night my partner went online to studio catalogue to order a set of personalised pj's for xmas for our 2 year old boy.
She did a search for scooby doo (what we wanted) and the 1st item was 'Personalised Scooby Doo Boys Pyjama's.
She followed the link and ordered them, amongst some other items.
Today, she went back online to find some more xmas presents for family, and happened to check her account/transactions to remind herself what she had ordered already (we have an 8 week old so suffer from lack of sleep).
Instead of scooby doo pj's, the account showed another set of pj's. She has phoned Studio to cancel the order (within 18 hours of the order being placed) and they have refused. They have admitted that yes, when you do a search for scooby and follow the link it brings the other set of pj's up, but have said it's her fault for not choosing the correct item (you have to scroll down to see the ones we wanted).
She has asked that if she ordered the correct ones, could she at least have free delivery, but they would only say if they are sent in the same parcel she would only pay delivery once.

So, we are now stuck with girls personalised pj's for our 2 year old boy :mad:.

Where do we stand with this?
Surely, when we did the search it should say 'personalised pj's inc.. scooby doo etc so she knew there may be more than 1 option on the ordering screen.

Has anyone else had issue's with them? I've just noticed their APR is 44.9% fortunately we always pay it off in full, and we will be closing the account after this issue, but what is the legal view?

OnceUponADream

Hi

I have just done the same search for you and unfortunately I don't think you can do anything about it.

When you click on the link it gives you 3 pj options, 1st up is Disney Priceness, 2nd - Scooby Do and 3rd Iggle Piggle - I think your wife as made a mistake and not realised and opted for the Disney Princess PJ's -sorry can't be the bearer of good news:o.

I know you can't return personalised items either.

HTH

mcweasel05

Thanks for the reply OnceUponADream,

Should it not be viable to cancel the order within a certain time period - given it has not yet been despatched?
I understood their view point of no returns for personalised items, because they can't re-sell it.
Ultimately, it was our mistake - by using Studio and not checking properly, but you would imagine they would accept some sort of responsibility for it and offer free delivery for the correct item.

OnceUponADream

mcweasel05 wrote: »

Thanks for the reply OnceUponADream,

Should it not be viable to cancel the order within a certain time period - given it has not yet been despatched?
I understood their view point of no returns for personalised items, because they can't re-sell it.
Ultimately, it was our mistake - by using Studio and not checking properly, but you would imagine they would accept some sort of responsibility for it and offer free delivery for the correct item.

Have a hunt for a free delivery code that you can add on checkout.

First though I would also send another email accepting you made a mistake but feel it was an easy mistake to make (but you will pay for them due to your error) due to the layout and ask them to add onto your recent order the PJ's that you want (include the catalogue number, personalised details and size) - you never know they might add it on.