Bedstar.co.uk have well and truly made an enemy

Cj.ratcliff

Well where to start,
I ordered a bed and mattress bundle from bedstar.co.uk on Wednesday as there was a 10% discount if I ordered the mattress that was reccomended with the bed I wanted, the bed I ordered was a super kingsize 6ft so obviously I was expecting a super kingsize 6ft mattress to come as there was no size options just a tab that said "add both to cart"
The mattress came this morning and it a 6ft/4ft standard double.
I promptly rang bedstar and told them about the mistake (but before I did I checked the website to make sure I hadn't made a mistake which I hadn't as the bundle deal was still on the website) so the customer service adviser insisted I had made a mistake and that the deal wasn't on the website, I looked again and from the 5 minutes I had been talking to her the deal had suddenly vanished and she was now calling me a lier, I said I would like to return the mattress and just have a refund to which she said I would have to pay £50 to have it sent back, she then told me I could order a super kingsize mattress for the extra fee of £104, I said would ring back and looked back on the site to which I found at the top of the page the bed had the wrong information, I rang back (not before taking a screenshot and emailing it to them)

The customer service adviser then accused me of photoshopping the picture to which I was fuming, and before I had even got off the phone I refreshed the page and they had now changed this to

I have ended up having to pay another £104 and almost £700 for a bed when I only wanted to spend around £500 and I just cant let it go as I feel like I have been taken for a fool, do I have a case for reporting these bare faced liers to trading standards?

Chickabiddybex

Do you have an email confirming your order details?

Fire_Fox

You have a screenshot, that is great. Write a letter formally reject the goods under the Distance Selling Regs and Sale of Goods Act, enclose a copy of the screenshot and any e-mail confirmation, complain that you were want an apology for the telephone operative's accusations or attitude. Don't say she called you a liar unless that exact word was used, stick to factual descriptions and the actual words used not interpretation or paraphrasing. And don't call them liars either, even if that is the case.

You do not have to pay for the return if the item is not as advertised or not fit for purpose ONLY if you change your mind and they have clearly stated returns are at the customer's expense.

ginger_jesus

Yep - what Firefox says is a great answer. And distance selling regs are great too. You have seven days to change your mind and return the goods you buy over the web. I think there are a couple of exclusions to this, such as services rather than products, but you absolutely will be covered for this purchase. Likely have to argue your case for the return costs though, but hopefully you'll get there.

bod1467

If you paid by credit card then you may also have Section 75 protection. (Article linked at the top of this forum).