Website Glitch help !!!

wealdroam

Send them a letter before action.

Send it recorded delivery.

State the problem succinctly.

Give them (say) 14 days to refund the money.

Advise them if they don't do that you will use the courts to recover your money.

Google letter before action for samples.

While you are waiting for their response, have a read of MSE's Small Claims Court guide.

dblue75

Looks as though I am going to have to send them a letter recorded delivery, as they are not responding to my emails....3 sent now and gave up hanging on the phone in a queue.

Probably a host of others calling trying to get money back for genuine orders, as I doubt I would have been the only person t come across this glitch.

In the meantime sending all docs inc Orders completed and orders completed and then recalled and my money kept to RBS and then onto Visa for a chargeback.

dblue75

***UPDATE***

First of all, thank you for all the advice. Today they called me accepting it was indeed them who had made an error and honoured/completed orders and not just to me.

Secondly asked....Out of courtesy would I be kind enough to return the free items they sent to me.

Thirdly....after me explaining they were in breach of contract by not sending me paid for items and refusing to refund me for it (they agreed) I also stated I had all invoices etc...showing zero balance etc....O/S to pay on orders completed...They have refunded me without having to go via the visa chargeback route. Said they will call in a few days to see if I would like to return my freebies...

The Q is...do I return the goods that was their error....Or do I just keep them ? as it was not my fault when initially ordering the item that a promo code was automatically applied at checkout, giving me said items for free......

halibut2209

Yes you should

dblue75

halibut2209 wrote: »

Yes you should

So...in saying I should...you are also saying that anyone on here or elsewhere who exploited a glitch whether it be Tesco.....B&Q or any retailer should also return cheaper or free items they have been in receipt of and well advertised everywhere inc here and HUKD etc....

halibut2209

As you said, "exploit"

Yes you should

OlliesDad

dblue75 wrote: »

So...in saying I should...you are also saying that anyone on here or elsewhere who exploited a glitch whether it be Tesco.....B&Q or any retailer should also return cheaper or free items they have been in receipt of and well advertised everywhere inc here and HUKD etc....

Legally there is nothing they can do.. Morally it is up to you.

dblue75

OlliesDad wrote: »

Legally there is nothing they can do.. Morally it is up to you.

I know and appreciate that. TBH...I would more than likely have been willing to return the items....BUT......emails were ignored.....genuine orders cancelled and money not refunded. I more than likely only received a call today as my 3rd email quoted Sale of Goods act.....contract breached and visa chargeback.

So overall, not best pleased.

dblue75

halibut2209 wrote: »

As you said, "exploit"

Yes you should

Well if you want to call exploit....getting to payment screen, then their website applying a promo discount leaving me with X amount to pay then fair enough.

I am sure you would have done it too....or would you have called them and explained there was an error and you wanted to pay more ???? Hmmmmm.....

tinkerbell28

No it wasn't you fault...you did exploit the website though....

It all depends, as you knew the voucher was glitched, so you took advantage of it a few times....It all depends how much we are talking really. As no company is going to give away lots of goods, so you can't say you didn't know it was wrong.

If it is a fair bit of money. Then as you misused the voucher, yes they made an error. But rather than rectify it, you used the voucher against the t&cs for free goods and you have not paid anything, that is key here. Technically they can pursue the criminal line of trying to defraud. You won't be the first retailers have done this with, regards to misuse of vouchers.

More often though it is left..