Wrong price on catalogue site, what are my rights?

moosysmum

I recently was tempted by a 20% off code from Freemans catalogue so after having a look I decided to buy some new pillows - clicked on some Silentnight ones, it then asked me which option I would like, 2 pillows or 4. I clicked on '4 pillows' and the price came up £20, great I thought and ordered them with my discount code. Anyway they arrived today - and only 2 pillows in pack! I emailed and queried, explaining that I had ordered 4, and my invoice that I was emailed after paying clearly said 'option 4 pillows' on it. Their reply was to point out the item numbers and said the item number I ordered was for 2 pillows, and the 4 pillow pack was £35. They had obviously made a mistake and put their 'option prices' the wrong way round, but how was I to know that when I had only looked at the 4 pillows option and when my invoice said I was getting 4 pillows? Sorry to be long-winded but before I reply to them does anyone know what my rights are in this situation as they had obviously got the prices (but not the item number, which meant nothing to me) mixed up on the site? Thanks for any advice!

tomwakefield

You can reject the goods and return the pillows to them at their expense, for a full refund. You can't insist you get the other two pillows free of charge.

pitkin2020

As above.

Have they changed the website though?? If they haven't then I suppose you could say they have accepted the order by delivering and if you can show the prices against the number of pillows you might be able to get the other 2. Normally if the prices were wrong they would correct it and inform you, asking if you wish to continue.

tomwakefield

pitkin2020 wrote: »

As above.

Have they changed the website though?? If they haven't then I suppose you could say they have accepted the order by delivering and if you can show the prices against the number of pillows you might be able to get the other 2. Normally if the prices were wrong they would correct it and inform you, asking if you wish to continue.

Thing is, they "accepted" an offer that the OP didn't make, so I don't think there's any legal contract.

pitkin2020

I don't know though if the invoice states 4 and they have delivered then they have accepted the order. Its hard to understand the whole of the original post TBH.

If it was me and the email stated 4 pillows regardless of item number than I would say the OP has a case for 4 pillows at the invoice price.
If the email only states items number xyxyxy and that corresponds to two pillows on the website then I would say no chance, but under DSR you could send them back and get a refund.

Equaliser123

tomwakefield wrote: »

Thing is, they "accepted" an offer that the OP didn't make, so I don't think there's any legal contract.

Why wouldn't there be a contract? The OP bought the items for an agreed price. The seller did not provide sufficient quantity.

Clear contract and a clear breach of it.

halibut2209

I'm with Equaliser. By dispatching, the contract is concluded. Companies are quick enough to point this out when it serves them.

pitkin2020

Equaliser123 wrote: »

Why wouldn't there be a contract? The OP bought the items for an agreed price. The seller did not provide sufficient quantity.

Clear contract and a clear breach of it.

Not yet the OP needs to make it a little more clear, what does the invoice actually state. This could simply be the OP has selected the wrong one when ordering so could be a genuine error. If the invoice states 4 @ £20 and they have delivered then they have accepted the contract so should honour it.

Equaliser123

pitkin2020 wrote: »

Not yet the OP needs to make it a little more clear, what does the invoice actually state. This could simply be the OP has selected the wrong one when ordering so could be a genuine error. If the invoice states 4 @ £20 and they have delivered then they have accepted the contract so should honour it.

They have. From OP:"my invoice that I was emailed after paying clearly said 'option 4 pillows' on it."

Very clearly there is a contract. Why wouldn't there be?

tomwakefield

Equaliser123 wrote: »

They have. From OP"my invoice that I was emailed after paying clearly said 'option 4 pillows' on it."

Very clearly there is a contract. Why wouldn't there be?

Everyone gets a confirmation email when buying things at the incorrect price, and the confirmation will include the item and the price they paid, but it doesn't mean the offer has been accepted.

To add to the confusion, according to the OP it also looks like the item number and the item description didn't match, and the item number in the OPs order was for the two pillow option.

I don't know exactly what constituted the offer which was accepted, but it may have been "item number" and "price", which wouldn't have appeared to be an error, and they dispatched according to what the item number should have been.

Ultimately, you may be right, but I don't think it's as clear cut as you claim.

pitkin2020

Equaliser123 wrote: »

They have. From OP:"my invoice that I was emailed after paying clearly said 'option 4 pillows' on it."

Very clearly there is a contract. Why wouldn't there be?

Well until the OP actually replies and says exactly what the invoice stated we don't know thats why I asked for it be made clear. From the OP it does appear invoice has stated 4 pillows, but does it actually have that or just the item number the OP has associated with 4 pillows!! People mis read all the time so it needs clarification.

If they have delivered then they have definitely accepted the contract so will have to provide the product they have issued the invoice for and the amount on the invoice.