Don't trust OneCompare!

savvychick_2

Guys, DON'T trust OneCompare to give you what they have advertised! I have been very badly stung here - don't let the same happen to you. I have pasted below my letter to them and their reply. Unfortunately I can't attach the appendices to this Email, but basically they advertised the wrong thing - and won’t take any responsibility for it.




Antony Ball
Director
Onecompare.com
STL Innovations
Wolverhampton House
Church Street
St Helens
WA10 1AJ


20 February 2007


Dear Mr Ball

Complaint
OneCompare Reference number: XXXXXXX
Buymobilephones.net order number: XXXXXXX

I placed an order through your website on 13/02/2007, after seeing the Canary £40 deal offered through Orange, as indicated on Appendix 1. According to the offer advertised on your website, I could get a free Samsung D900 at a line rental of £40 per month – and OneCompare would pay me £350 cash back.

Once I clicked on the advertisement, I was routed to the BuyMobilePhones website (see Appendix 2), where it said that I would also get a Satellite Navigation system for free. So I went ahead and placed the order, 1) not knowing that I had to CHOOSE between the Satellite Navigation and the cashback, and 2) believing that the £350 cashback would be sent to me from OneCompare in due course. There was nowhere on either site that suggested otherwise.

When I received my mobile phone, I received the Satellite Navigation system, together with your Claim Voucher – for £35 instead of £350! I called your office and spoke to a lady called Vicky Ball, who explained that there had been an error on the website (which has apparently now been corrected) and that I was only meant to get £35 cash back. I asked Ms Ball if, considering that there was an error on your website, I could return the Satellite Navigation system (although I have now already opened the box) and arrange for the £350 cash back instead. Of course I would rather select the £350 cashback, if I can get the exact same Satellite Navigation system on Ebay for £130. She said that OneCompare would not be able to do this.

I have just had a look at the eleventh edition of the British Code of Advertising, Sales Promotion and Direct Marketing on the website of the Advertising Standards Authority and I believe that I have been missold this contract due to an error in your advertising. I would expect you to honour what you offered to consumers in your advertisement.

I was referred to your website by the MoneySavingExpert.com site, where I have always received reliable referrals from. However, should this not be resolved in a fair manner, I will report this matter to the Advertising Standards Authority and will also have to warn other consumers on the MoneySavingExpert.com forum of this scam.

I am not asking for special treatment – simply for you to be fair to your consumers, as it was not my fault that you made an error on your website and I do not feel that I should have to bear any financial burden for that.

In the mean time, I will not be returning my Orange contract or proofs of address, until this complaint has been resolved. Should you have any queries regarding this, please call me on xxxx xxx xxxx.

Yours faithfully










THE REPLY FROM ONECOMPARE:


20 February 2007

Dear Yolande,

Thank you for your letter, I am sorry to hear that the deal you have purchased was not what you originally thought it was. At Onecompare we compare several online retailers mobile phone deals so that you can find the best deal for you.

The retailers on Onecompare send through product feeds for the deals that are available on their website, in the case of the deal you have purchased the product feed from the retailer was incorrectly showing £350 cashback when the deal only contained £35 cashback and a free satellite navigation system, this is why it was displaying incorrectly on Onecompare. This deal has now been corrected.

It is the retailer (BuyMobilePhones.net) that offers you cashback not Onecompare.com, we are simply a mobile phone comparison website. You will claim your gift and your cashback directly from BuyMobilephones. Please see Appendix 1 for Onecompares terms and conditions which indicate that although we take as much care as possible, very occasionally deals can be displayed incorrectly on Onecompare.com .
When you are redirected to the retailers website, your Onecompare reference number is displayed along with our customer service telephone number should you have any queries regarding the deal you are interested in. Once you are on the retailer's website your selected deal is displayed again with informational boxes that contain more details. The deal you agreed to through BuyMobilePhones stated that your free gift was Navman F20 Sat Nav + £35 cash.

If you are not happy with the deal you have purchased and would like to return your order to BuyMobilePhones, we can search for alternative deals available on the Samsung D900 that contain cashback only. I would also refund your postage for returning your order to BuyMobilePhones.

I am sorry for the inconvenience this has caused you, if our customer service staff can help any further please contact Onecompare on 01744 28644.

Kind Regards
Anthony Ball
Director

-1-

Sounds all fair to me.

It is unfortunate, but the promotion is offered by the retailer and not Onecompare which as they stated, says in their terms.

Buymobilephones is the ones who got it wrong and is them that you should "have it out" with.

I very much doubt Buymobilephones data is automatically added to Onecompare , so someone at Onecompare has entered it onto the site, but they have covered themselves in their terms.

I would return the phone and get out whilst you are not tied down and go elsewhere.

savvychick_2

Thanks for that - it is always good to get an objective opinion from someone. You see, I can't even "have it out" with BuyMobilePhones, because it really isn't their fault that OneCompare made the mistake on their website.

I'm just surprised that OneCompare can get away with such clauses in their terms. It effectively absolves them of any liability whatsoever when things go wrong, but they're quite happy to have the dosh rolling in for the referrals when things go right.

I'm definitely going to check this out with the Advertising Standards Authority. Surely this can't be right and fair.

Again, thanks for your opinion. Much appreciated. Phew - I've finally cooled down a bit now.

-1-

They will always have clauses, otherwise companies would be taken to court each and every day ofthe week.

Even this site MSE at the bottom of the pages :-

"This website is based on journalistic research. It does not constitute financial advice. Any information should be considered in regard to specific circumstances. All tips are followed at your own risk and should be followed up with your own research. See Full Terms & Conditions and Privacy Policy (last updated 19.12.06)."

Everyone has to cover themselves.

I am suprised that Onecompare didn't offer a good will gesture or something as it was theirs & Buymobilesphones's fault.

Buymobilephones will have sent them an email or fax with "X phone for X each month with X cashback" so Buymobilephones will have got it wrong and is to blame.

There are alot of helpful retailers out ther also, as mentioned previously, get out while you can and go elsewhere to get a good deal. And take further action if you want to.