Gift vouchers that can't be used online

kelpie20

Hi there,

I'm hoping someone can help me out with a problem.

I was given gift vouchers for East (clothing shop) and went online to use them. After trying to place an order I discovered that the vouchers can't be used online. The whole reason for getting the vouchers was because I'm miles away from any branches.

What really annoys me is that it says on the voucher that it CAN be used online and if I'd known it couldn't be then I wouldn't have asked for them. I emailed their customer service and was told that I could phone my nearest branch, post them my vouchers and then they'd send out the clothes. I asked them to refund my vouchers as they'd sold them under false pretences (stating they can be used online when they can't) but their latest reply just says the same as their first email.

I'm hoping someone out there can give me some tips as to how I get the cash equivalent back from them. I just can't believe that in the 21st century a large chain won't accept gift vouchers on their website......

Fire_Fox

Welcome! Try Trading Standards but do be aware you are not entitled to any refund the person who purchased the voucher would be. I wouldn't want to post the vouchers out, you'd have to use expensive recorded or special delivery and go to a Post Office.

pmduk

East aren't unusual in this, there are several other companies who run retail and online operations separately, including not accepting vouchers online.

wealdroam

pmduk wrote: »

East aren't unusual in this, there are several other companies who run retail and online operations separately, including not accepting vouchers online.

That's true, but I bet there are not many that print on the voucher that it can be used online, but their online processes then state they cannot be used online.

pmduk

Depends how they were sold? Was using them online promised at the point of purchase? whatever is printed on them is only visible after the purchase.

kelpie20

Thanks for the answers. I hadn't even thought of the cost of sending them back recorded delivery!

Still in discussions with them so will let you know what happens.

I'm not sure how they were sold but my beef is the fact that they clearly state they can be used online when they can't.

shaun_from_Africa

kelpie20 wrote: »

Thanks for the answers. I hadn't even thought of the cost of sending them back recorded delivery!

If you do send them through the post then you will have to use Special delivery in order to be able to claim compensation if they get lost.
Recorded delivery doesn't provide any cover for valuables, and gift vouchers fall into this category.

pc1271

Sounds like a pretty clear case of misrepresentation to me. Write to them and ask specifically for a refund on the grounds that they don't deliver what was promised.

wealdroam

pc1271 wrote: »

Write to them and ask specifically for a refund on the grounds that they don't deliver what was promised.

But, but, but... the OP did not purchase the vouchers.

East would be unwise to refund to the OP.

pc1271

If they were purchased as a gift, I believe the rights pass to the recipient.

wealdroam

pc1271 wrote: »

If they were purchased as a gift, I believe the rights pass to the recipient.

Here is a short extract from MSE's Consumer Rights article...

Can I return goods that are a gift?
On the surface, the answer is no as you've no contract with the seller – it's the person who pays for the item who has the contract and will need to sort out any problems.
Yet this can be overcome if the buyer tells the seller they are passing on the rights by "conferring the benefit of the contract" under the Contracts (Rights of Third Parties Act) 1999.
In plain English, this means you need to make it clear – ideally in writing – you're buying for someone else by stating their name or giving a particular description, such as them being a family member, eg, writing "this is a gift for Martin Lewis" on the receipt at the time of purchase. This extra term then becomes part of your contract too.
As with other rights, stores do often provide over and above their obligation so may help with a faulty gift. Yet there's no harm in remembering to tell them it's a gift if you buy an expensive present for someone.

If the purchaser did that, then fine.