Wedding invitation hell....

moneysavingmac

Hi everyone, I'm having issues getting a refund for wedding invites ordered online. I've sent the below email in, as they have no other contact details... Hopefully my email explains the situation. I'm hoping someone can give me some advice regarding our rights. Many thanks!!

Dear xxx

I'm writing with regards to the recent order made by xxx. xxx paid through her paypal using my, her partner's, card details.

On the 26th February we emailed asking if we could change the colour of the ribbon to purple.

On the 1st march you emailed asking for the wording on the invitation. We replied asking if the invitations could be done in purple and advised we would send the wording soon. We didn't recieve a response.

On the 3rd march we sent the wording and asked if the invitations can be done in purple.

On the 6th march we emailed to cancel, on the 8/3 you explained there would be a 50% cancellation fee. You then processed a 50% refund

We asked on three seperate occasions if the invitations could be done in purple. Over 11 days (26/2 to 8/3) you did not confirm that you were able to do this.

I would like to resolve this matter informally, and request a refund for the remaining 50% to be processed as soon as possible.

If this isn't possible, can you please provide detailed information for the below. !!

I am concerned that you have not acknowledged our request to change the colour from that advertised on your website to one of our choosing and you have started to make the invitations not to our specifications, thus entitling us to a full refund within 7 days as outlined in the distant selling regulations.

If you have started to make the invitations to our specification, i would like to know why you have not replied to the three emails confirming this. This would have ensured we were confident that the invitations you were making were correct, and we would not have cancelled the order

You state that the 50% is for the time spent so far working on our invitations, I would like a full breakdown on what you have completed so far and how much time you have spent on our order so i am confident the cost incurred is proportionate to the time and the materials spent over the last 11 days

Once again, I would like to resolve this matter informally and look forward to your reply. If you are not able to speak with me regarding the order, please reply and I will ensure xxx sends this on.

Equaliser123

Any applicable terms and conditions dealing with the issue?

moneysavingmac

Hi, they are

Cancellation/Refunds/Exchanges of Personalised Items
In the event of a personalised order being cancelled you will receive a 50% refund only.
If a personalised order is cancelled part way through work then all work that exceeds the 50% refund MUST be paid for.
Order cancellations must be given in writing.
All personalised orders will only be refunded/exchanged if the product is found to be faulty and we are notified in 7 working days of your order being sent.

4743hudsonj

Have no idea why you stated the distance selling regs because they dont apply for personalised orders.

As i have understood it, you cancelled because you couldnt get a definite colour of the invites. I would be inclined to say that you are in the wrong here as its not even certain that they have done anything wrong however this will be confirmed/corrected by somebody else.

moneysavingmac

I know, I know. It's frustrating the way we've been treated. They have ignored all correspondance and when we ask to cancel as were not confident we will get the invites they bill us 50%. They have admitted they haven't even started to make them yet! Shoddy shoddy service!

omen666

I am with hudson above here but struggle to see why they did not communicate with you when you asked if they could do them in that colour and they had not had the wording yet. I suppose they could have made them before applying the wording you submitted later on. If my business I would ahve waited for the wording and then confirmed everything one last time before going to print.

I do think you could have safeguarded yourself here inadvertently though and waited for a response from them regarding your colour request before you submitted the wording to them

Ivrytwr3

no telephone number so you could actually speak to someone?

ShaneUK

Who is the company? Are they purely web based? If so, what is the web address please?

Sunshine12

I would alter your penultimate paragraph. You have stated you want a breakdown to satisfy yourself that the works they have done already covers the retained amount. They might send details to you that suggests this is the case and if they do then you cant go back and counter argue on this point. Why did you send them the wording without having confirmation of colour first? I would also specifically state that you want a phonecall rather than giving them the option to e-mail you back in the event that they are "not able to speak with you". I hope you get it sorted.