Hotpoint Cashback Declined for AO.com Purchase

jhe

jimmy_save wrote: »

I purchased two Hotpoint items, a Fridge Freezer from Boots Appliances and an Oven from Whitebox both of who are listed as participants of the promotion and both display it on there respective websites. The T&C's state.



I sent them twice copies of my order invoices which show, my name and address, the fact I paid by card, the item description and the price that i paid for it. Along with the order date and the delivery date. My claim has been turned down for incorrect details and not it states it is out of date. The promotion hasn't finished yet. The latest online FAQ's now states that it must be a VAT invoice and an order form will not suffice even if it has all the details stated in the T&C's. I then phoned Boots Appliances who advised me that there Invoice is ok and that I was not the first customer to have problems. Boots are actually going to phone Hotpoint to try and get it sorted.
What is even better is that Domestic and General on behalf of Hotpoint are phoning me to ask if I want an extra warranty. The whole thing seems to be a bit of a shambles.:mad:

i had similar problems.
bought an oven from John Lewis that qualified for the Hotpoint cash back, when i filled in and sent the online claim to Hotpoint they kept coming back to me saying the online order confirmation and delivery i sent Hotpoint was not sufficient proof of purchase,
John Lewis kept telling me what i was sending Hotpoint was a VAT receipt that included my name,address payment and delivery confirmation and should be sufficient proof.
after several phone calls to John Lewis about this they agreed to refund me equal to the cashback offer. the person i spoke to at John Lewis had the opinion that Hotpoint were being difficult and the paperwork i e-mailed Hotpoint should have been sufficient

regarding Domestic & General, their phone calls to me are never ending i am sick of telling them i do not want their extra warranty ( i have now blocked their number), when i registered my Hotpoint guarantee over the phone with the number Hotpoint provided, Domestic &General are telling me that number registered my oven it with them.

jimmy_save

Phoned them today as not replying to my emails, they were basing there rejection on original submissions and not checking new ones submitted on line.
Despite the T&C's stating what was required they stated it has to indicate on the Invoice that VAT had been paid on the item which it doesn't mention in the above T&C's. I tried to explain that as individuals do not reclaim VAT the only proof you get from on-line retailers is your Invoice/Delivery note.
Thankfully Whitebox have sent me a separate VAT invoice showing VAT paid which I have now submitted. Again no mention by Hotpoint that you are allowed to re-submit "new" proof of purchase. They have assured me if my proof includes VAT they will pay the Cashback. Expecting an email later today to confirm.
Reason they need VAT receipt is to allow them to reclaim the VAT portion of your Cashback, not quite sure how the not so computer savvy are going to get on.
Fingers crossed.

jhe

jimmy, in my case my receipt from John Lewis stated it was a vat receipt yet they still would not accept it,
John Lewis said they should accept the receipt as that is all that has been required during other cashback offers previous
i submitted all my correspondence to Hotpoint by both e-mail and the online claim, they responded to both within 24hrs, i submitted and resubmitted receipts online.
hope you manage to get the cashback sorted jimmy and iecuk.

jimmy_save

Finally had a message back from Indesit / Hotpoint on Facebook, they state.

I assure you we are aware of the difficulties some customers are experiencing and we are looking into ways to make it easier.

Status of my claim is approved just waiting to see if the money pops up in my bank account. Also big thanks to Boots Appliance (ok I know they are actually someone else) they phoned me back having contacted Hotpoint exactly when promised.

photome

Have any if the above been resolved yet

I remember the Hoover free flights fiasco, I never did get mine

I am with the OP, AO.com is AO.com even if bought through ebay

xkeithx

I purchased a hotpoint washer and dryer from ao.com. On delivery I returned to the ao.com web site and clicked the links to claim the cash back i filled in the online form and the sent them my proof of purchase by recorded delivery the next morning.

the recorded letter was recived and signed for the next day.

3 weeks later i had heard nothing so went to the web site that hoppoint sent me a link to to check on the process of the claim, the web site said that there was no proof of purchase and the time had run out to make a claim.

i have emailed them 4 times telling them that they had signed and recived proof of purchase before the end of the promotion.

UP TILL NOW HOTPOINT HAVE IGNORED EVERY EMAIL I HAVE SENT.

I HAVE ALSO EMAILED AO.COM THROUGH THEIR WEB SITE WHICH PROMISES A REPLY WITHIN 24 HOURS.

I TOLD THEM WHAT HAD HAPPENED WITH HOTPOINT AND BECAUSE I HAD PURCHESED THE APPLIENCES FROM THEM BASED ON THE CASH BACK OFFER COULD THEY HELP OUT IN RESOLVING THIS ISSUE.

AS OF NOW 4 DAYS LATER THERE HAS BEEN NO RESPONSE FROM AO.COM ON THEIR 24 HOUR REPLY SERVICE.

SO AT THE MOMENT I HAVE HOTPOINT AND AO.COM COMPLETLY IGNORING MY EMAILS AND ANY ATTEMP I TRY TO MAKE IN SORTING THIS OUT.

SO IF ANYONE HAS ANY ADVICE IM EVEN PREPARED TO RETURN BOTH MACHINES TO GET MY MONEY BACK.

rustyboy21

You will start to find more and more manufacturers now start putting stipulations on where you can buy a product from, when they have a cash back promotion like the one above. It is down to the high street retailers ( like me) taking product off display and only promoting product that is not available via internet sites. The gist of it is, why should shops show products for consumers to see, with all the cost factors involved, for the consumer to walk away and buy it off the internet. The tide of buying off the internet is now changing slightly and it will become more of a benefit to buy via a bricks and mortar showroom.


OP have you read through their T&C's? especially No's 22 and 26?


https://hotpoint-change.sales-promotions.com/terms-and-conditions-promotion/?country_promotion=2


I feel they don't mind that you bought it from AO.com, it is just that you bought it off their Ebay site. It wouldn't surprise me that AO have done wrong with this and not adhered to the contract they have with Hotpoint on how and where they use their images.


No fault of yours however, I feel it is up to AO to sort this out, not hotpoint. Your contract is with AO, so they should be doing the run around. Hotpoint don't have a contract with you, so will be doing anything available to not pay out.


I do know that one of the retailers listed has complained that online retailers are abusing the promotion ( just spoken to a friend who runs a white goods business )


Good luck.

jimmy_save

Well it took six weeks numerous calls and re-submission of VAT receipts etc and I finally got my Cashback. Then about four weeks later had an offer through work to buy Hotpoint at staff rates until 31st July and could have saved myself another £50 without all the hassle.