Studio24 - trying to charge me prices higher than catalogue/website

RoisinO

Thanks everyone for the replies.

I had another go at ringing cutomer services and have been promised that everything will be sorted out. (heard that before!) They have also delayed the payment date until Jan 26th, giving them more time to get this sorted. I paid the amount that I owe (as per lower prices) but still have an outstanding balance on my account when checked today. I have written to the customer care manager detailing my complaint and sent a copy of the confirmation EMail.
I have also received a reply from Consumer Direct, here is an excerpt-

The key legal points in response to your enquiry are as follows:

There should not be any hidden costs in any contract, and the consumer should always be fully aware of the cost of goods/services, so that they can make an informed decision whether or not to enter into a contract with the trader.

In this case, as the prices were clearly stated, you should have been charged the discounted amount.

So it seems, they cannot charge me what they want!

I have been promised that this will be sorted out within a week, so will sit on my hands until next Monday.
If I do need to contact them again I would like to move on from 'Customer Services' (I use that term loosely) and would like to address future correspondence to the head honcho. I guess that is the Managing director? How od I find out who that person is? Studio 24 are owned by Express Gifts ltd. Can anyone point me to a website where I can find out who the boss is?
Thanks again for all the assistance so far, I will keep you posted!

bod1467

See if they are listed at ceoemail dot com.

RoisinO

bod1467 wrote: »

See if they are listed at ceoemail dot com.

Thank you! They are listed under 'The Findel Group'.

pmduk

As a useful aside, in future before using an 0871 number, which can be expensive, check if there's an alternative number listed on https://www.saynoto0870.com

RoisinO

My frustration continues, had an Email from one of the 'customer care' team who failed to reply to one of my earlier Emails.

The offer details you have provided me with do not correspond with any offer that we are promoting at the moment. Please check the details of the offer you were mailed, mentioned in your previous communication, and if you still feel that your order qualified please forward us proof of eligibility for this offer. The order acknowledgement email prices are not showing on our sytem, therefore I would suggest you send in a copy of the catalogue prices which you have ordered from

What a load of BS to get the day after I was told it would be sorted out. When I checked my account online, the balance of £53 is still showing with the payment date as the 12th Jan, unchanged. So it would seem that this little battle continues.
I will be contacting the CEO next week.

It is so frustrating, I am fed up of it all.

bod1467

Why next week? Fire off that email now.

clsmac

Hello Roisino,


I know it can be frustrating but keep with, I have just been reading through all the post and you are correct you should only pay the lower price which was in the Email confirmation.
They can charge you a higher price than originally agreed to but by doing this they have made a change to the contract which means they have to give you the option to say yes or no, therefore they have to contact you before they send any order out to see if you agree to the new contract.
You also need to keep a record of the costs you have incurred sorting their problem out as you should not incurred any cost flowing from the breach.

RoisinO

bod1467 wrote: »

Why next week? Fire off that email now.

I had intended to wait untill Monday 16th as I had been promised in the telephone call on the 9th that it would be sorted out within a week.
Prehaps as the details on my account remain unchanged and the fascinating email that I have since received I may as well move on up to the top.

jimd-f

this looks like you are caught in a loop where different people in customer services are dealing with your complaints. while it is frustrating having to wait for what seems like ages to get a response, when you are in contact using different forms, eg e-mail and phone, this only makes the situation worse.
i would be tempted to wait for the person you dealt with on the phone (you did get their name?) to take the action you were promised.if they do not respond by the date promised, then 1 more phone call to them asking for immediate resolution and then a recorded delivery letter to CEO with a claim for additional costs including phone/postage/your time.
as long as you have sent the amount you believe due then you will have a defense if the company try to take this matter further.