delivery and overcharging urgent help please

redtea

Hi, i could use some expert help please my partner ordered a games console bundle a few days ago from play.com. He has a play.com credit card that give points vouchers and used 2 vouchers against the purchase 1 X £50 and 1 X £10. The transaction went through fine with both vouchers deducted (it is allowed to use 2) and the total to be charged had both vouchers deducted. However when he looked at the email receipt a few days later the £50 voucher had not been deducted. We emailed while it was pending but it was still despatched the next day. Play.com say there is nothing they can do and we should return it. The transaction will not show up in order history it just says Sorry something must have gone wrong.
Where do we stand on this and am I right in thinking if you return an online purchase within 7 days the company pays both postage? We are not returning it cos of our fault, its their fault.
Please help

marliepanda

As you are returning a non faulty item, as long as the retailer has informed you that you pay for postage in a durable means (aka order confirmation, terms and conditions, etc) then you have to pay return postage. If it is faulty, you don't.

agrinnall

What do play.com say about paying for the return, given that it is them who have advised you to do it? I'd say this may not be regarded as a DSR return, it could be a SOGA return for a retailer error, in which case you shouldn't have to pay postage.

redtea

thank you for your replies
As they are refusing to speak to me about this i have to wait for my partner to reply to them again as they didnt mention postage costs. I mentioned it in my message to them on facebook (which he copied, pasted and resent in his name after they wouldnt discuss it with me cos its in his name). I asked would they be giving a freepost label or a courier (its nearly £400) but they chose to ignore it.
We had no intention of returning it but its ended up being £50 more than it was meant to cost. It seems a bit unlawful to accept a gift voucher and confirm the total and the sale to be completed with that total but then send a receipt charging £50 more to the credit card and ignoring the voucher.
The parcel came today and he took it straight out and posted it - costing over £21 as its a big heavy box.
As i see it the fault is with their system. The transaction was processed but they seem to be having a problem as when you click on it in the order history there is a fault message saying something has gone wrong.
To make matters worse play.com say the vouchers are MBNA's (MBNA run the play.com card) not theirs so they cant do anything and the trader selling it on play.com says its play.com's issue.

When the transaction was completed it was showing as having accepted both vouchers and all gone through with the correct total. In future we will be taking a picture of it incase this happens again.

We asked them if they could correct this and it be put back to the way it was bought with the £50 voucher accepted but they said no it has to be returned. We would have gladly kept the item had they refunded the £50 back to the card and accepted the voucher but they still said no.

McKneff

All you had to do was refuse delivery, I think under those circumstances, you would not have to pay for the return.... Not 100% sure but I think so.

redtea

Thank you for your reply. I did wonder if we could refuse delivery but with such an expensive item I was worried it might get bounced around from place to place and take ages for a refund and I wasnt sure of the legal side.
They are still insisting the voucher must have been entered incorrectly to which we replied it clearly was not as the transaction went through and was completed with the code taking off the correct amount.
However, rather than ask again "will you be paying for delivery costs?" we asked if they would like a photo of the receipt so they can refund the costs to which they have said yes.
I doubt we will think this is sorted until all money and vouchers have been refunded and we wait to see what happens when the £50 voucher is eventually used as I wouldnt be surprised if it comes up as already used - even though in their eyes it hasnt been so wont be replaced with a new one.
The purchase will still be happening just not with Play.com, their loss is Amazon's £400 gain. I worked in retail for around 20 years and would never dream of treating a customer like that. I wasnt hiding behind a computer screen though which I guess makes it easier than face to face. The thing that annoys me the most is they have ruined what would have been an exciting day for my gaming mad partner. Getting the new Xbox is something he has looked forward to and theyve just ruined the excitement. Its sad, we both loved their website so much we both got the credit card but it seems to be a very different company thesedays.