Harveys furniture misleading negotiations

stevenb_2

Hi all,


Thought I would share my experience with you over an annoying recent purchase from Harveys furniture store.


In the market for a sideboard and nest of tables, following a review of various online offers we went instore to look at some examples. I discussed with the salesman who in the process of negotiating the sale offered to sell without the delivery charge. I appreciated the generous offer but stated I'd prefer to wait a but longer in case the price went down further in the sales. He then agreed that if this price went down any further in January he would refund to match the lower price. Perfect!


On checking the website a couple weeks later I saw that the combined price was about £60 cheaper so eagerly phoned to request this refund. The assistant manager informed me that they would honour this but two 'offers' cannot be done at once so although they could reduce this, they would have to add on the delivery charge that was waived previously.


On insisting that the salesman did not state this when offering this, the assistant manager noted "but his didn't say this would not happen" and other classics like "you cannot cancel", which obviously isn't true but I don't want to end up with a hefty fee if I do cancel.


Absolutely outrageous. Any of you wise consumers have ideas how I can go about getting this honoured as there was nobody more senior to discuss with available. I haven't had the product delivered yet (or received receipt with T&Cs in post yet as their printer wasn't working at the point of purchase). Trading standards spring to mind.


Many thanks
Steven

Blackbeard_of_Perranporth

You were happy with the price you were quoted and paid this.


Question 2, if the price had gone up, would you had rung up to pay more. If the answer is no, there is your answer!

stevenb wrote: »

Hi all,


Thought I would share my experience with you over an annoying recent purchase from Harveys furniture store.


In the market for a sideboard and nest of tables, following a review of various online offers we went instore to look at some examples. I discussed with the salesman who in the process of negotiating the sale offered to sell without the delivery charge. I appreciated the generous offer but stated I'd prefer to wait a but longer in case the price went down further in the sales. He then agreed that if this price went down any further in January he would refund to match the lower price. Perfect!


On checking the website a couple weeks later I saw that the combined price was about £60 cheaper so eagerly phoned to request this refund. The assistant manager informed me that they would honour this but two 'offers' cannot be done at once so although they could reduce this, they would have to add on the delivery charge that was waived previously.


On insisting that the salesman did not state this when offering this, the assistant manager noted "but his didn't say this would not happen" and other classics like "you cannot cancel", which obviously isn't true but I don't want to end up with a hefty fee if I do cancel.


Absolutely outrageous. Any of you wise consumers have ideas how I can go about getting this honoured as there was nobody more senior to discuss with available. I haven't had the product delivered yet (or received receipt with T&Cs in post yet as their printer wasn't working at the point of purchase). Trading standards spring to mind.


Many thanks
Steven

shaun_from_Africa

Blackbeard_of_Perranporth wrote: »

You were happy with the price you were quoted and paid this.


Question 2, if the price had gone up, would you had rung up to pay more. If the answer is no, there is your answer!

Possible answer 1.
They were happy with the price they were quoted, but they were also happy with the promise of a possible lower price.

Possible answer 2.
If the price had gone up and part of the contract of sale stated that they would have to pay the higher price then they probably would have rung up to pay the extra.
However, as the price fell and they were told that they would get this price difference refunded, I don't see what relevance a possible price increase has.

visidigi

stevenb wrote: »

Hi all,


Thought I would share my experience with you over an annoying recent purchase from Harveys furniture store.


In the market for a sideboard and nest of tables, following a review of various online offers we went instore to look at some examples. I discussed with the salesman who in the process of negotiating the sale offered to sell without the delivery charge. I appreciated the generous offer but stated I'd prefer to wait a but longer in case the price went down further in the sales. He then agreed that if this price went down any further in January he would refund to match the lower price. Perfect!


On checking the website a couple weeks later I saw that the combined price was about £60 cheaper so eagerly phoned to request this refund. The assistant manager informed me that they would honour this but two 'offers' cannot be done at once so although they could reduce this, they would have to add on the delivery charge that was waived previously.


On insisting that the salesman did not state this when offering this, the assistant manager noted "but his didn't say this would not happen" and other classics like "you cannot cancel", which obviously isn't true but I don't want to end up with a hefty fee if I do cancel.


Absolutely outrageous. Any of you wise consumers have ideas how I can go about getting this honoured as there was nobody more senior to discuss with available. I haven't had the product delivered yet (or received receipt with T&Cs in post yet as their printer wasn't working at the point of purchase). Trading standards spring to mind.


Many thanks
Steven

Given you ordered in store why isn't this true? There is nothing in law allowing you to cancel and refund the order unless the retailer offers something in addition to your statutory rights...

Additionally the retailer doesn't necessarily have to offer the same price online as instore.

stevenb_2

visidigi wrote: »

There is nothing in law allowing you to cancel and refund the order unless the retailer offers something in addition to your statutory rights...

Thanks for reply, what I meant to say was I could go about a cancellation but would undoubtedly be left out of pocket for placing the order, very much cutting off my nose to spite my face.


Perhaps you and the **** of an assistant manager are right and I can't cancel should I want to.

unholyangel

Personally I think if only one offer could apply, then the onus was on the sales person to tell OP if they went for cheaper price, they'd forfeit their free delivery.

That being said, do you (OP) have the price promise in writing? If not then it may be hard for you to enforce anything.

If you dont have it in writing, perhaps just learn something for future....never take the word of someone who's trying to part you with your money and always ask them to back up any promises they make by providing it to you in writing. If their offer is genuine, they should have no qualms about putting it on paper.

Have you had the items delivered already?

stevenb_2

unholyangel wrote: »

Have you had the items delivered already?

Thanks, no not delivered yet. I've emailed their customer service to appeal to their better nature. Will ring consumer advice for completion. Should have got in writing but from discussion he suggested price is very unlikely to change and his offer was so forthcoming it seemed like common practice. £60 lesson learned, could be worse. Nature of sales in normal circumstances.


I'll pop in and see if I can grab the original salesman who will hopefully be oblivious to this 'double deal' nonsense.


Cheers all

unholyangel

stevenb wrote: »

Thanks, no not delivered yet. I've emailed their customer service to appeal to their better nature. Will ring consumer advice for completion. Should have got in writing but from discussion he suggested price is very unlikely to change and his offer was so forthcoming it seemed like common practice. £60 lesson learned, could be worse. Nature of sales in normal circumstances.


I'll pop in and see if I can grab the original salesman who will hopefully be oblivious to this 'double deal' nonsense.


Cheers all

You technically could cancel. But whether you'd be able to do it and get a full refund is another matter.

On one hand, there was no guarantee that the price would reduce. However, if him saying that caused you to enter into a contract you would not otherwise have went ahead with, it may amount to a misleading practice - which is covered under unfair trading regulations.

Not sure if perhaps a complaint to the TFO would be forthcoming.