Website Glitch help !!!

tinkerbell28

What site was it? It will decide whether or not a contract has been formed. On confirmation of dispatch or on actual dispatch.

The parcel may have not actually left their hub.

If a contract has not been formed they can recall the glitch order, they cannot however take money for the "genuine" order as you call it and not send it. UNLESS that was a glitch too, they can cancel and refund.

Savvybunny2009

Grabbit board is not the place to post this, but...

Can't you do a charge back for goods not received via your payment method? If not contact trading standards.

I assume it's not a company that offers credit services like a catalogue, but I would check out their terms and conditions to see what their policy is on glitches/errors and the recouping of money. Generally they are bound to the terms of the contract, which is completed when you receive your goods but then again if they have a clause that states that they can recover money you are bound to the terms as per the contract.

Syman

so, what did they say when you phoned their customer services dept?

InsideInsurance

So you have two orders, both of which you have exploited an error to get something into the basket for free.

The second order they've stopped and are saying they are redirecting the funds to pay for the first order's additional free items. Is that correct? Did you receive the first order?

You need to read the terms of the website to see at what point the contract is formed. Normally it is formed at the point that payment is taken however many ecommerce sites T&Cs changes that until the point that the items have been dispatched. Ultimately it could be changed to another time though.

If you've got the first order I would focus on trying to get the money back for the second order which they say they are declining and your bank/ paypal would be the best route for that most likely. Technically if a contract has been formed you could try and force them to honour it but its probably not worth the effort

earthstorm

duplicate of https://forums.moneysavingexpert.com/discussion/4748574

dblue75

Clutterfree wrote: »

Surely they can't do this?
If you hadn't made the subsequent orders what would they have done?
Sent you an invoice for what they believe is the remaining balance?
I'd contact Trading Standards.
Good luck.

I have contacted Trading standards as the company have failed to respond to me on 3 occasions.

They have said that although I found a flaw/glitch on their website..they honoured the previous orders and that can be deemed as contract completed.

I then placed two separate orders paying for trainers. They have cancelled those orders after taking payment, are not sending me the items I have paid for and state money kept toward O/S balance....there is no O/S balance as the previous orders completed and sent show Promo discount and nothing O/S to pay.

Therefore they are likely to be in breach of contract. Paid for an item and keeping my payment and not sending the item.

Trading standards have said it is not my fault a glitch was on their system. Looks like I will have to go down the chargeback route through my bank. I have kept screenshots of my orders showing paid and dispatched etc....

dblue75

I am not too fussed on receiving the items I have paid for now. But as these are two separate contracts and items I have paid for, I do want my money back.
I am not the first and certainly not the last to exploit glitchs on websites....people are on HUKD, MSE etc... all the time with deals on them.

But as a previous poster said....If I had not placed another order ? what would they do ? bill me for those items..that I have proof they have applied a promo discount stating I have nothing to pay.

dblue75

tinkerbell28 wrote: »

What site was it? It will decide whether or not a contract has been formed. On confirmation of dispatch or on actual dispatch.

The parcel may have not actually left their hub.

If a contract has not been formed they can recall the glitch order, they cannot however take money for the "genuine" order as you call it and not send it. UNLESS that was a glitch too, they can cancel and refund.

The further orders placed are genuine, for an item and paid for that item..no glitches etc....they cancelled those orders, kept my pymts and state it will go toward an O/S balance....IE: the free trainers in the glitch...even though I have evidence that THEIR site applied a promo discount, giving me them for free....not me entering a code or anything like that....

DevCoder

How long ago was this? Can you not return the items under DSR and ask them to process your original order?

dblue75

That isn't the point. They applied discount code at pymt screen, not me...I simply added them to my basket and the company applied the discount to me.

They have now kept my money for 2 further genuine orders and refusing to send paid for items. Stating pymt made against O/S balance...There is No O/S balance.