free items

Gsalter

i recently bought a flue from fluesupplies.com and when ordering i had several items included on the receipt which were free as there was an offer.

These items were useful and if had not been included for free then i probably would have bought them.

I bought 2 x 6m lengths of flue and the items were included. When i opened the packaging i found the items to be absent - so called only to find that the free items were not included as i only bought 6m lengths and not 7m as stated ( this information was not easy to find and as they appeared in my shopping cart on order and purchase i assumed included - only retrospectively found out they are not included).

Its extremely annoying as i need the items and i could have easily bought the flue as 12m and cut myself.

As they are included on my receipt - even though cost marked as zero - surely i have a claim for them? I realise they were free but i will need to reorder and also pay for replacements including shipping. I am extremely disappointed with my experience with fluesupplies.com and found there manner on the phone poor - with the attitude that it was their glitch but not their fault - well it certainly wasn't mine that their website included the items on my receipt.

Any advice? I want to fight purely as a matter of principle or at least encourage that others avoid this company and use a reliable and honest supplier - they are not a family business as they try and claim to be.

Any advice please......

mattyprice4004

Return the lot under DSRs, and then re-order with the 12m item.

Gsalter

Many thanks Mattyprice4004 - unfortunately although the flexible flue is still packaged - they will not accept returns after delivery. Im not sure where i now stand

Thanks again

gb12345

Gsalter wrote: »

Many thanks Mattyprice4004 - unfortunately although the flexible flue is still packaged - they will not accept returns after delivery. Im not sure where i now stand

Thanks again

THey have no choice in the matter (assuming it is still within 7 days of them being delivered).

Under DSRs you have the right to change your mind and get a full refund (including P&P).

ianders

gb12345 wrote: »

THey have no choice in the matter (assuming it is still within 7 days of them being delivered).

Under DSRs you have the right to change your mind and get a full refund (including P&P).

Don't think DSRs apply here as it's a custom item cut to specification.

Please also be aware that we DO NOT ACCEPT RETURNS OF FLEXIBLE FLUE LINERS (both for solid fuel and gas) and ANY BESPOKE ITEMS as these have been made and cut to specific customer requirements.

frugal_mike

Was it customized in any way? If not, and you ordered online, and are still within 7 working days of delivery, then you are legally entitled to cancel for a full refund including initial p&p. It wouldn't have mattered if you had opened the packaging.

If they refuse you would have to take them to the small claims court.

frugal_mike

ianders wrote: »

Don't think DSRs apply here as it's a custom item cut to specification.

That answers my first question then lol. Although, if you select length from preset options rather than entering specific measurements then DSRs still apply.

ThumbRemote

I wouldn't bother with the DSRs personally. The items listed on your online shopping basket were part of the "invitation to treat". You made an offer for the whole basket, they accepted it and a contract was formed.

They have failed to fulfil the contract and have two options: either to supply the missing goods, or rescind the contract (which means they accept back the supplied goods and refund you all your costs, including shipping in both directions).

Out of interest, is this the offer in their web page for the free fixing pack. On the home page it states "with every 5" or 6" liner over 7mtrs" - which you could argue doesn't include your purchase of two 6 meter lengths. But if you click on the link it says "buy 7 mtrs or over", which you clearly have. It also says items will be added automatically at the checkout, which yours were.

Give them a call and ask then which they intend to do, fulfill or rescind the contract. If they refuse, letter before action and small claims court. Take a copy of the second page now as evidence.