Should I do a Chargeback?

Dude321

Hi all, just wondering if I could get some advice on doing a chargeback?

Context: this spoiled (for me at least) a double 60th birthday and 40th wedding anniversary for my in-laws.

1) I ordered a cake online. Added delivery address, date, delivery method.
2) What I didn't know is right at the bottom of the web order page, there was another checkbox which said "Delivery or Collection".
3) I hold my hands up, it was a mistake but the whole process was silly. The delivery confirmation e-mail confirms both delivery address and delivery method ("Free Delivery"). Then, again, right at the bottom, there is a little place where it says "Please collect").
4) My problem: their website has allowed me to choose both delivery details, sent me an e-mail to confirm that, then defaulted to "Please collect" as well.
6) Come the day of delivery, I phone to confirm and they have no clue and it is now too late to re-arrange delivery. The best they can do is either deliver somewhere else the next day or throw it in the bin. I tell them the former. I send it to a friend as we are abroad the next day. Totally unhappy.

I spoke to the manager a few days later to calmly and clearly say the above. They say their systems are running just fine and there is no problem. They offer 10% back on the next order and that's it.

Am I within my rights to do a chargeback? :think:

They delivered, but in my interpretation, they haven't fulfilled the order as requested. How can a website confirm both delivery and collection?

Thanks!

jonesMUFCforever

Have you Googled them to see if anybody else have had problems?


In truth they have delivered so a chargeback will not work.

yangptangkipperbang

You admit you chose the the wrong "delivery" method - then you seem not to notice this when it is shown on the email acknowledgement..................

what has the company done wrong ???

Dude321

Thanks, JonesMUFC.

yangptang, my point is it was very unclear.

1) If you see the e-mail confirmation, in big clear writing, a full "Delivery Address" is confirmed. A "Delivery Method" is confirmed. A "Delivery Date" is confirmed.

2) Then in some small print right at the bottom it says: "Please collect". The checkbox to select this is effectively small print also. Point: unclear.

I saw that e-mail confirmation and was satisfied until the small print was brought to my attention.

I guess the small consensus is that there is no chargeback on this.

ptang, I'm good enough to hold my hands up and say a mistake was made. It would have been good if the company had held their hands up too and admitted their system is unclear and ... well ... crap. I use online shops all the time and have never come across anything like it.

An e-mail confirmation which confirms that Delivery Will Take Place ... and also confirms, in small writing, that I should Please Collect? Sorry, crap.

Doesn't take a genius to code this: If Delivery Address/Method/Date entered, do not default to Please Collect.
Doesn't take a genius UX designer to make such an important box a little bigger.

Crap. Sorry, my expectations are higher than yours.

Thanks anyway :beer:

onerickylambert

If you chose to select delivery AND collection when ordering then I think the right thing to do would be to admit your mistake and not pursue further (regardless of design issues).

If you are sure you only chose delivery and it's a system error then ask the store 1 more time for a refund and if not do a charge back (give them the chance to rectify it, your card company will also ask if you have done this - which makes the process easier). Distance Selling Regulations say that goods must be delivered within the time frame you agree with the seller, so if you specified a delivery date and it wasn't met then you have a right to a refund/chargeback (NB must be specified as a delivery on or before date X, estimated delivery dates don't count).

shireknight

I think you would have been in a fairly good position to request a refund as they had confirmed the delivery details in their email so it's their fault for not contacting you to clarify the situation however step six has totally thrown that out of the window now because of course you've accepted their resolution to the problem by having the cake sent to a friend instead.

No chargeback because of this I'm afraid

bengal-stripe

Dude321 wrote: »

The best they can do is either deliver somewhere else the next day or throw it in the bin. I tell them the former. I send it to a friend as we are abroad the next day. Totally unhappy.

I take it, the cake got eaten; either by yourself or your friend. Now you want your money back......Nice one!

Obviously a case of: "Having one's cake (refund) and eating it.