Can Matalan do this? :S

SandA

Hello

I put in an order for some clothes on the Matalan website. I noticed there was a promotion where you spend £50 and get £10 off. I took advantage of this and spent £51.50, received the £10 off, sub total was £41.50 and £3.50 postage, my total was £45. Fab! I've just received an email stating an item worth £9 is not available and been removed of my order. The total now is £46! This is because my order value decreased and therefore took me below the £50 needed to trigger the £10 off. I'm fuming to be honest, that I now pay £1 more and get an item worth £9 less of my order.

This is there error, not mine. I'm not so bothered that I'm now in essence £10 worse off, but its the moral of it. If they've displayed an item online that is out of stock, that's there problem. I think its really unfair to remove a promotion that the buyer had on there order, which was ordered on the understanding that they would receive the £10 off. Probably not the case but is this against any consumer laws? Just for the mmoral of it ill be returning all items for refund because I think its so wrong! I've emailed and told them this, I wonder what response I'll get.

pcombo

Yes they can. They decide the rules on how they conduct things. Not the customer.

Move on....

Maybe they could have sent you fresh air just to keep your promotion added!! Eh?

paddedjohn

Cancel your order and then re-order it all again this time replacing the missing item with something else.

arcon5

I certainly wouldn't just 'move on'.

They are making what I would consider to be a material change to the contract as the price has changed and the order details, so should give you the opportunity to cancel straight away without incurring costs in returning the remainder of the goods.

bod1467

^^^ is correct.

visidigi

pcombo wrote: »

Yes they can. They decide the rules on how they conduct things. Not the customer.

Move on....

Maybe they could have sent you fresh air just to keep your promotion added!! Eh?

sheesh not again? Wrong and sarcastic again!

arcon5 wrote:

I certainly wouldn't just 'move on'.

They are making what I would consider to be a material change to the contract as the price has changed and the order details, so should give you the opportunity to cancel straight away without incurring costs in returning the remainder of the goods.

bod1467 wrote:

^^^ is correct.

Indeed it is - M&S just did the same to my other half (3 for 2) and its simply not acceptable.

antrobus

SandA wrote: »

Can Matalan do this?

Yes, they can.

SandA wrote: »

.... Just for the moral of it ill be returning all items for refund because I think its so wrong!...

And you can do that too.

pulliptears

FWIW I agree that some companies really need to rethink how they handle situations like this.

I've posted before here about an order I made from Top Man's sale where I'd ordered £20 of things AND paid £2.50 postage. When a solitary T Shirt (£2.00) arrived I was less than impressed to be honest.

Companies should I feel tell you if part of the order is unavailable before they ship and give you the chance to cancel.

As it was I contacted Top Man who refunded my delivery charge, so a well worded email to Matalan may see similar results for you with your £10 discount.