Received less than paid for.

PinkLeopard

Hello.

I made a big order on Boots (chemist) website. Part of which were two of the same products at 100g each (description says items are 100g and price is listed as per 100g). When my order arrived I noticed they were different to the picture on the website as they were a different colour then I noticed they were only 75g in each.

I emailed boots about it and over a week later they got back to me saying they have 'investigated' and they only stock the product in 75g now and that they would change the website.


They havn't changed the website yet but I was dissapointed with the response as I specifically bought the item thinking it would be 100x2 = 200g and I got 150g so I feel I've came away with less than I have paid for and this was not addressed by them.

After advice at what to say back to them as I feel it's wrong for them to advertise something, send less and then not sort it out and is it within my rights to request what I have paid for ie what they advertised?

Thanks.


PS. I didn't say i don't want the items, I am dissapointed to have received less than I paid for (less than what was advertised).

PPS. Yes the item was previously available in the size I wanted as it is pictured on the website in a different container (as I've already said)

dmg24

If you don't want the item, send it back. Simple!

dmg24

Manufacturers change the size of items all the time. It sounds like Boots did not update their website accordingly. Mistakes happen, people are human.

The item you want is no longer made in the size you want (if it ever was?). They are not going to make it especially for you!

jimbms

Have you tried asking them for a 25% refund as you only have 75% of the goods you ordered?

unholyangel

Have you highlighted that you thought you were buying 200g?

Have you looked online and seen if you can get it cheaper elsewhere (taking into consideration it is 75g and not 100g)?

PinkLeopard

I havn't asked them for a refund, I wanted the extra product that I had paid for. I didn't think shops would do part refunds either?

I did highlight that I specifically purchased it thinking I was buying 100g x 2 = 200g and have only received 150g.

I genuinely thought they would say sorry for their mistake and send me another 75g one to make up what I had paid for (with the 25g being a gesture of good will as they could hardly take 25g out lol. Although they could if they wanted to!). No i'm not after compensation or free things, only what i paid for.

Thanks for the replies. I hadn't thought about returning them but if, when I reply to them saying I'm disappointed with the response because I'm still left with less than I paid for and they seem to think that's ok then I will ask to return them out of principle I guess. I'll see what they say.

I was basically wondering if it was ok for a company to say tough we have made a mistake and for you to be left with less than you've paid for/was advertised?

And I know mistakes happen, but I expect for them to be sorted out is all.

unholyangel

PinkLeopard wrote: »

I was basically wondering if it was ok for a company to say tough we have made a mistake and for you to be left with less than you've paid for/was advertised?

did you originally contact them regarding this within 7 days of receiving it? How much time has passed now?

It may be hard as technically the goods arent faulty, but it was clearly a mistake on their part and imo they should have offered you a refund in their original response telling you a mistake had been made. I shouldnt imagine they would refuse a full refund although if you're happy with the price at 75g per, you might want to aim for the part refund instead.

PinkLeopard

I ordered on the 16th June, Received order on 18th June, contacted them on 19th June and got an initial reply saying thanks for your email, we'll get back to you etc then received their reply today.

Thanks for your help. I will email them back and explain I am disappointed with their response as it still leaves me with less than I paid for. If they are unhelpful still then I will return them for a refund (If I still can!).

moonrakerz

PinkLeopard wrote: »

I didn't think shops would do part refunds either?

When I pointed out to my Vet that they had charged me for a 2kG bag of cat food when the bags had "shrunk" to 1.5kG, they worked out the difference in price and refunded the difference - no bother.

PinkLeopard

They have since got back to me (much quicker this time) and said that they were sorry I was unhappy and have given me points to pick up on my card instead

Nothing was mentioned about the differing sizes etc and the website is still the same but I'm happy and I'll remind them to change the website if it stays like that for too long.

adam.mt

Since the item wasn't as described you were entitled upon returning them to a refund of their purchase price including return carriage cost, since it's obviously their fault.

Obviously, given the carriage costs and administration, then for low priced items it's usually cheaper and easier for the retailer to just offer a refund and not bother with the return.