Misleading advert re free gift?

notanewuser

I'm really cross.

I ordered some items from a large well known online company that I've used before. There's a big banner on their site offering a free mystery gift worth £10 if you spend more than £30 on their summer offers.

I did so, twice, and received my parcels today. Each box had a small, nothing-special nail file inside in addition to the ordered items.

When I checked my order confirmations, the free gift was listed, but for £7.50 with a £7.50 credit. So not the £10 they offered (and seriously, these nail files are 50p worth if anything).

I phoned, and eventually the customer service rep understood why I wasn't happy. She said that the marketing dept wouldn't agree to anything, because I'd been sent something, but that she would credit my account with £2.50 per order as the invoices said £7.50 not £10, and tell the marketing dept to take the £10 reference off the banner. :rolleyes:

While on hold waiting for her to sort that out, I found the nail files on their website. They sell them for £3 each (£1 more than anybody else). So they've sent me 2 x £3 nail files instead of gifts worth £20.

There is a promotion on their site for a free nail file if you buy 2 nail polishes at £12 each - I didn't.

I'm not sure if I've been sent the wrong gift x2 or if this is a deliberately misleading advert. Either way I'm still out around £9 even with the account credit.

So, what should I do/what would you do? I have screenshots of all relevant pages.

frugal_mike

Well the amount of money is probably not worth taking formal action over even though they're likely to be in breach of contract, but you could report them to trading standards and the A.S.A.

If you don't want the items youcan also return the items for a full refund including delivery p&p under the Distance Selling Regulations as long as you ordered online or on the phone and its within 7 working days of the delivery date.

Also send a complaint to their head office.

notanewuser

frugal_mike wrote: »

Well the amount of money is probably not worth taking formal action over even though they're likely to be in breach of contract, but you could report them to trading standards and the A.S.A.

If you don't want the items youcan also return the items for a full refund including delivery p&p under the Distance Selling Regulations as long as you ordered online or on the phone and its within 7 working days of the delivery date.

Also send a complaint to their head office.

I want the items I ordered - I don't buy things I don't want! The nail files are a p1sstake though and their response laughable.

frugal_mike

It's also pretty stupid on their part. its not exactly good PR.

McKneff

Are you positive the ad doenst say up to £10.

notanewuser

McKneff wrote: »

Are you positive the ad doenst say up to £10.

It says: "FREE MYSTERY GIFT WORTH £10.00 WHEN YOU SPEND £30 OR MORE"

http://www.beautyexpert.co.uk/health-beauty/offers/summer-sale.list

unholyangel

frugal_mike wrote: »

Well the amount of money is probably not worth taking formal action over even though they're likely to be in breach of contract, but you could report them to trading standards and the A.S.A.

If you don't want the items youcan also return the items for a full refund including delivery p&p under the Distance Selling Regulations as long as you ordered online or on the phone and its within 7 working days of the delivery date.

Also send a complaint to their head office.

Could probably use SoGA unless the advert states something along the lines of "while stocks last" etc

notanewuser

unholyangel wrote: »

Could probably use SoGA unless the advert states something along the lines of "while stocks last" etc

It doesn't, nor does it have any terms and conditions attached to it.

Dimey

You could report it to the Advertising Standards Authority. I think they have an online division now or someone similar does. But really its not worth the hassle.

You could take the view that they haven't sent you your gift(s) worth £10 and phone them to ask for it. Mention there is a nail file worth £3 in the box which is obviously an error and you will return. But keep focussed on the fact that they haven't sent you your gift worth £10 and you want it.

Write to the marketing manager (find out his/her name) as it is his offer and send copies of your screengrabs.

brendon

I would send everything back under the DSR, and buy somewhere else. Even if it left me out of pocket, it's the principle.

bris

Are you really one of these people who believe you get something for nothing? Until the British public wake up to these marketing scams there will always be posts like this.