Suttons seeds messed up order

purple_cat_2

Hi there, I ordered a garden cart from suttons on sunday, priced at 39.99 + 3.95 p+p, i used a 10% discount coupon which brought the price with p+p dwn to £39.91. the money was taken from my bank straight away (within24hrs). I checked the online account today to see when it would be delivered and it said I had no orders, so I rang them. they said they had not had it in stock for a while and that the money £35.96 had been refunded to my account.
I explained that it should be £39.91 and explained why but the guy was unsure what was going on as his system only said £35 had been refunded. I looked on their website and they do have an identical item on there (the original item has now dissapeared) but at £99.95.

I thought that as they had taken the money and confirmed by email the order that they were now obligated to dispatch the item.

Help please.
cheers

somethingcorporate

purple_cat wrote: »

Hi there, I ordered a garden cart from suttons on sunday, priced at 39.99 + 3.95 p+p, i used a 10% discount coupon which brought the price with p+p dwn to £39.91. the money was taken from my bank straight away (within24hrs). I checked the online account today to see when it would be delivered and it said I had no orders, so I rang them. they said they had not had it in stock for a while and that the money £35.96 had been refunded to my account.
I explained that it should be £39.91 and explained why but the guy was unsure what was going on as his system only said £35 had been refunded. I looked on their website and they do have an identical item on there (the original item has now dissapeared) but at £99.95.

I thought that as they had taken the money and confirmed by email the order that they were now obligated to dispatch the item.

Help please.
cheers

The search function is handy, this appears almost daily in this forum and has been covered a number of times.

No, they are not obligated to send you the item. There are terms to the effect that contract is made at point of despatch and until this point they are allowed to cancel and refund you all the money.

You are entitled to all of your money back so make sure you chase this!

purple_cat_2

I have had a look through the t+c but couldnt find the relevant piece.

Googlewhacker

Payment

We accept payment for online orders by Visa (including Visa Electron), Mastercard, Maestro (Switch) or Delta. In order to keep administration costs low, and to avoid issues where credit & debit cards expire before delivery, cards are debited when the order is first processed. If items subsequently become unavailable, a full refund will be issued


This is the relevant part. As far as they are concerned the product was unavailable at that price.

tcr_3

purple_cat wrote: »

Hi there, I ordered a garden cart from suttons on sunday, priced at 39.99 + 3.95 p+p, i used a 10% discount coupon which brought the price with p+p dwn to £39.91. the money was taken from my bank straight away (within24hrs). I checked the online account today to see when it would be delivered and it said I had no orders, so I rang them. they said they had not had it in stock for a while and that the money £35.96 had been refunded to my account.
I explained that it should be £39.91 and explained why but the guy was unsure what was going on as his system only said £35 had been refunded. I looked on their website and they do have an identical item on there (the original item has now dissapeared) but at £99.95.

I thought that as they had taken the money and confirmed by email the order that they were now obligated to dispatch the item.

Help please.
cheers

OMG you said obligated.

agmoore

As long as you have the amount on your bank statement just ask them for the full amount. Go through the basics first.... Escalation usually helps.