That's not what I bought?

shellsuit

I was looking for a GHD heat mat, so I went on Google and found the-salon.net. (If you do it, it should be the 7th link down)

On the Google page it says GHD mat and at the very top of the screen on clicking to go to this site, it says GHD heat mat.

When you add it to your basket, it tells you what the postage will cost.

It tells me that it will cost £2.65 for first class recorded.

I'm happy with that, so I pay with Paypal and wait.

Parcel arrives this morning and it comes normal first class.

I open the parcel and it is not a GHD heat mat, it's a 'Jason Shankey' heat mat and on further googling, it seems that this is either old stock or it came/comes free with certain straightners.

Was I right in expecting a GHD heat mat, made by GHD?!

If it had said 'hair straightners heat mat', then of course I would have expected any old heat mat.

Just been looking at their terms and if something is to go back, I have to pay the postage and then there is a restocking fee?!

Have emailed them, so will wait for a reply.

bingo_bango

Several things here.

Jason Shankey is a reputable hair salon in Belfast. Not sure how a company in Birmingham have got their heat mats.

Subsituting one product for another is a banned practice under the Consumer Protection from Unfair Trading Regs 2008. This needs to be reported to your local Trading Standards (go through Consumer Direct to do so).

They cannot charge a 'restocking fee', although they can ask you to pay the return postage IF you are exercising your right to return under DSR. This term should also be made aware to Trading Standards.

elsietanner71

Hi

I just tried searching this item on Google shopping and I didn't get this company up in the results?

I tried their website direct but on any other page apart from the home page it's coming up 'page cannot be displayed.'

Maybe they read your post??!

Agree they can't just change the item though.

Els x

vicshippers

I've found the company and the website in question - although there is mention of GHD heat mats at the top of the page, the product is named 'heat mat' and the picture doesn't show that the item is branded in anyway.

The website is playing by the rules in the strict sense, but won't win many hearts over it.

bingo_bango

vicshippers wrote: »

The website is playing by the rules in the strict sense, but won't win many hearts over it.

No they aren't! Those are two major breaches of consumer protection legislation. If you feel that they are playing by the rules, I'd hate to see what you've ended buying in the past

@elsie...I was obviously looking at the site around the same time as you and they showed up for me.

elsietanner71

@bingobango - I clicked on the Google shopping tag at the top - that's why I couldn't see it. They don't come up in those results only in a straightforward Google search.

Having seen it now, I can see how misleading it is!

Els x

Mankysteve

They website is rubbish design but no where does it say there GHD heat mats only heat mats. They can't charge a restocking fee but your stuck paying postage.

shellsuit

It's getting sorted now hopefully!

I received this reply to my mail :

The reason this product appears under our GHD listing of products is because
until recently GHD actually supplied us with this product. They have now
actually stopped supplying this to us as they have a similar product which
they now manufacture themselves.

As this was a very popular product and approved by GHD, GHD actually
provided us with the contact details so we could source this item directly.

Correctly our invoice does need amending and this is something I will need
to highlight with our internet team.

GHD now manufacture a Roll bag which includes a heat mat and is £17.95. If
you would like to exchange your heat mat for this we can arrange that for
you if you want to return the heat mat you have received and then we can
work out the difference taking into account your return postage.

We are genuinely sorry that you are disappointed with this product and would
welcome the chance to be able to rectify this for you.


I'm going to swap it for the roll bag, so I'll be sending the heat mat back tomorrow.

I'll update when and if, all is well

neilmcl

It sounds like they're acting fairly reasonably.

vicshippers

bingo_bango wrote: »

No they aren't! Those are two major breaches of consumer protection legislation. If you feel that they are playing by the rules, I'd hate to see what you've ended buying in the past
.

The website didn't claim they were branded - they weren't breaching any legislation.