Online shopping question

thunderbird

wonder if anyone can help with this -

I bought an item online last week in a sale, reduced from £29 to £5. When I input my card details the amount shown was £5.
I then received an email confirmation which showed £29 so replied to them to point out their error.

I received a reply stating I would only be charged £5 but then a couple of days later received a reply stating it was actually £29 and the online price was incorrect.

I wasn't sure if that meant they had cancelled my order, so replied again and they advised me that they debited my account £29 and have sent the item to me. They said I can return for a refund if I don't want it (hassle for me!)

Now, what is the legal position here? I would have thought that they are in the wrong to take a different amount from my debit card than I authorised. Unfortunately I don't have a screenshot of the payment page (didn't expect a problem!) although I do have the email stating I will only be charged £5. If they won't refund the difference I was thinking of contacting my bank.

Needtosavemorenow

You could contact them again and request a full refund - although that will mean you'll have to send the item back.
As I understand it, there is a UK distance selling rule that requires online retailers to reimburse you if you return an item within 7 days ,as a minumum.
You could also tell them that you are going to initiate a chargeback which should definitely hold their attention.

I think some of the tactics being used by some 'large' online retailers is very questionable just now!!!!

unholyangel

Depends when their website says a contract is formed. But ultimately, even if it is on confirmation email, you may have trouble arguing this because the original confirmation is for £29.

If you havent received the item, refuse delivery and inform them you wish to cancel because they have altered the terms and conditions of the contract without your consent to something they had already been made aware that you were not willing to accept.

Technically you do not want to cancel under the DSR's unless the company do not have a T&C stating the customer is responsible for return postage costs. If they dont have this, then by all means cancel under DSR's for a full refund. If they do, then you want to show that no contract exists and that they have entered you into a contract without your consent when they already knew your consent wouldnt be given (due to earlier correspondence)

thunderbird

Well, after my email to them suggesting they acted illegally by taking more from my account than authorised they have decided to refund me the difference!