Secret delivery charge of £10!!!

dotchas

Hi,
I am looking for advice.
I purchased a designer Alarm Clock in january for a birthday pressie next week.
It was £19.99 with delivery£0.00.
I placed the order and it was delivered.As it was a pressie for OH I hid it right away.
The shock came when I checked my bank statements,and I have been charged £29.99!!
When I opened the invoice (which unfortunately I had not opened at first, as it was a present ,I just checked the clock was OK and then hid the parcel)I was shocked to see a delivery charge of £10.
The box is about 2.5 in x8in x 1in so it is not big or heavy.It would probably cost £1.00 to post!
I checked the website today to see where i went wrong,and delivery still shows up as £0.00.
When I phoned them today they admit they have a problem with the website and are waiting on it being fixed!!(Its now 5 weeks since I ordered!)
They claim to have e-mailed me re the error and only put the payment through when I did NOT reply.I am sure I never got that e-mail.
I asked to return the clock and they agreed,but will not return my £10 P+P.
Where do I stand as when I clicked pay I thought I was paying £19.99?
Help!

looby75

do you have any email confirmation from them saying that you will be charged only £19.99

If so get in touch with your bank or cc co and inform them you have been overcharged and the co in question refuses to refund you. They should be able to reclaim the extra on your behalf.

Froglet

Hi there.How annoying! So are they saying that it SHOULD have been £10,which i agree is very dear,or was it a mistake to charge you anything for delivery? Most state clearly whether postage is free or not.If you haven't already sent the clock back,I would keep it,and instead ask for the refund of the postage.Print off,or copy the page that says postage is free then email the company with the proof and keep pestering till you get it refundfd.If you can prove this amount was wrongly taken then you have every right to have it refunded.

Which company was it so we can avoid it!!

dotchas

Hi,
thanks for the advice,
Yes they are saying it should have been £10 which I would never have agreed to.
I haven't been able to find any P+P charges on the website at all.
Surely if they knew of an error 5 weeks ago it should be fixed by now!
They are adamant that they are in the right as they e-mailed me re the mistake and gave me 24 hrs! to reply if I wanted to cancel.
Unfortunately I don't seem to have saved a confirmation e-mail.If i got one I must have deleted it (in case OH saw it)
I am usually so good about these things so i am not sure I even got one.
I do remember that they phoned me next day as one of the digits on my CC expiry date was wrong so I corrected it over the phone,why didn't they yell me then and I would have cancelled.
I doubt I will get any where unless I can spout some legal stuff at them.

It was Ravaya furniture and it was a Jacob jensen alarm clock.

dotchas

Jings !I just checked the website again,and now the delivery charge comes up as £50!!!!!!
I had wanted to print it out showing £10 P+P.
Imagine £50 to deliver a alarm clock!!!!!!!!!!!!!!

Optimist

dotchas wrote:

Hi,
When I phoned them today they admit they have a problem with the website and are waiting on it being fixed!!(Its now 5 weeks since I ordered!)
They claim to have e-mailed me re the error and only put the payment through when I did NOT reply.I am sure I never got that e-mail.
I asked to return the clock and they agreed,but will not return my £10 P+P.
Where do I stand as when I clicked pay I thought I was paying £19.99?
Help!

From their site "If we discover an error in the price of goods you have ordered we will inform you as soon as possible and give you an option of reconfirming your order at the correct price, or canceling the order. If we are unable to contact you we will treat the order as cancelled and you will receive a full refund."

Given that they did not receive any confirmation from you of your acceptance of the increased cost they would seem to be in breach of their own T@Cs by not cancelling your order.
You can put this point to them if you get no joy I would suggest getting in touch with trading standards

dotchas

Hi Optimist,
I have just found that myself and am just wondering whether to e-mail or write,maybe both?
They certainly seem to have fixed the website smartish after I threatened seeking legal advice.

OxJak

The T&Cs as quoted in post #6 would appear to be a sensible way of a business doing things. If they said "if you don't reply within 24hrs then we'll go ahead and charge you £x more", then you haven't had an opportunity to change your mind. I don't check my home e-mail daily, and I don't check my work e-mail at weekends, so if they sent me an e-mail to the "wrong" one I'd be screwed!

KatieKins

They are just being cheeky. Threaten the laws of a breach of contract..... as what you agreed to pay at the time of the sale going through (i.e. the contract) wasn't what you were ultimately charged. Trading standards will definitely back that up.

dotchas

I have sent the following e-mail and will see what or if they reply.


Re invoice number 5281

2.4 All prices and charges offered by us are quoted in UK pounds. The price you pay for your order is that price which is displayed on the website. Prices include VAT unless otherwise stated but exclude delivery charges. Delivery charges are calculated as part of the checkout process, based on the proximity of your delivery address and the item in question. If we discover an error in the price of goods you have ordered we will inform you as soon as possible and give you an option of reconfirming your order at the correct price, or canceling the order. If we are unable to contact you we will treat the order as cancelled and you will receive a full refund.

Hi,
Further to our telephone conversation this morning,I found the above information in your Terms and Conditions.
I maintain that you did not ensure that you had contacted me about the P+P charge of £10 to which I had not agreed when I placed my order.
I did not respond to the email as I did not receive it.
I did not "reconfirm my order" as required in your terms and conditions.
You telephoned me on 12 January re a wrong digit on my cards expiry date,but did not take that opportunity to mention the charge.
The delivery charge of £10 is excessive for a small item such as the Alarm Clock.
I did not agree to pay this charge and would be grateful if you would reimburse me this cost as soon as possible.

Yours faithfully
xxxxx

SaraSeahorse

"You telephoned me on 12 January re a wrong digit on my cards expiry date,but did not take that opportunity to mention the charge.
"
that is the thing that really makes them look stupid