Thorntons winter wonderland hamper £32 next day delivery

freebird65

londonsurrey wrote: »

I ordered the Winter Wonderland(RRP £120) at the discounted price, and have just been peremptorily emailed to say that they've dispatched something else with an RRP of £100.

I immediately emailed back, pointing out that I've been shortchanged, there was no consultation or choice offered, and asked for more to be added. I have received a reply refusing to do so.

What are my rights? Can I just email them to cancel the order? Will they insist on my paying for postage to return it? This is a nightmare. Thorntons have just shortchanged me, and don't seem to think that that's an issue.

Thorntons are under no obligation to honour what was an obvious misprice so I think we're doing well getting anything. With reference to your rights, you can ask them to pick up your order as it was not what you were expecting. Alternatively you can return it at your cost and get a refund from them - you do not have to pay return postage for an incorrect order. Call customer service using saynoto0870 - be nice and I'm sure you'll have a good outcome.

Btw, I had the same email and don't feel it was at all peremptory, although I agree we should have had an option to cancel included if not happy with the substitution.

runninglea

I've just had an email telling me my order has been dispatched even though I received them last week!

londonsurrey

freebird65 wrote: »

Thorntons are under no obligation to honour what was an obvious misprice so I think we're doing well getting anything. With reference to your rights, you can ask them to pick up your order as it was not what you were expecting. Alternatively you can return it at your cost and get a refund from them - you do not have to pay return postage for an incorrect order. Call customer service using saynoto0870 - be nice and I'm sure you'll have a good outcome.

Btw, I had the same email and don't feel it was at all peremptory, although I agree we should have had an option to cancel included if not happy with the substitution.

Thank you for your reply. It really helps.

BTW was it actually a misprice? I just thought that it was a sale item, and finally one within a price range I could afford!

freebird65

londonsurrey wrote: »

Thank you for your reply. It really helps.

BTW was it actually a misprice? I just thought that it was a sale item, and finally one within a price range I could afford!

OK, £120 was a bit steep, but clicking through on a half price offer and having it go through at £30...did you reaalllllly think that was a special sale price?

We take our chances with these things - sometimes they work out, other times they don't.

Btw, it's worth you googling Distance Selling Regs or look them up on ebay and familiarise yourself with them. It'll tell you exactly what your rights are with internet purchases. Helps if you buy on ebay too as some sellers really do spout some nonsense on their ads and it's meaningless.

anna_grant

londonsurrey wrote: »

Thank you for your reply. It really helps.

BTW was it actually a misprice? I just thought that it was a sale item, and finally one within a price range I could afford!

We think it was a misprice as it should have been half-price i.e. £120 reduced to £60. What happened was when it was added to the basket,the system halved the price again to £30.

So you've got £100 for £30 instead of £120 for £30.

londonsurrey

freebird65 wrote: »

OK, £120 was a bit steep, but clicking through on a half price offer and having it go through at £30...did you reaalllllly think that was a special sale price?

We take our chances with these things - sometimes they work out, other times they don't.

Btw, it's worth you googling Distance Selling Regs or look them up on ebay and familiarise yourself with them. It'll tell you exactly what your rights are with internet purchases. Helps if you buy on ebay too as some sellers really do spout some nonsense on their ads and it's meaningless.

Yes, I really did think it was a special sale price. Maybe it's because I have Asperger's Syndrome, but I am very literal, and tend to deal well with people when they are literal in what they say and do too.

fabsaver

lucyhope wrote: »

My substitute order has just arrived, not the Chocoholics one as per the email I got yesterday, but 2 corporate chocolate hampers (according to the label on the outside of the box) Individually the items add up to around £40 each plus £7 each for the posh box they're in. Worth the £30 I paid for them but I wouldn't pay the full price. Seem to be good dates on the contents too.

Mine have the corporate chocolate labels too. I haven't opened them because they are not what I ordered and I have told Thorntons they can come and collect them.

They can't replace a product with an rrp of £120 with £80 worth of overpriced chocolates and expect me still to be happy. I specifically wanted the festive items in the original hamper.

fabsaver

freebird65 wrote: »

Thorntons are under no obligation to honour what was an obvious misprice so I think we're doing well getting anything. With reference to your rights, you can ask them to pick up your order as it was not what you were expecting. Alternatively you can return it at your cost and get a refund from them - you do not have to pay return postage for an incorrect order. Call customer service using saynoto0870 - be nice and I'm sure you'll have a good outcome.

Btw, I had the same email and don't feel it was at all peremptory, although I agree we should have had an option to cancel included if not happy with the substitution.

I have tried to get customer services to agree to this but they are saying I must return them at my own expense :mad:

anna_grant

fabsaver wrote: »

I have tried to get customer services to agree to this but they are saying I must return them at my own expense :mad:

You may want to quote the Distance Selling Regulations to them:

http://www.oft.gov.uk/shared_oft/business_leaflets/general/oft698.pdf

3.8

What if I (the trader) want to supply substitute goods if the ones I agreed to supply are not available?

You must make it clear that you (the trader) will meet the cost of returning substitute goods if the consumer does not want them.

freebird65

Totally agree with anna - call them back and quote DSR's at them. They are legally obliged to collect or reimburse you for the expense of return if they do not provide what was in your original order and you don't want the substitutions.