Price dropped after ordering but before delivery - can I get my money back?

chisypasta

Hi,

I ordered a shirt from the Debenhams website for £22.50 (£25 - 10%). The shirt was to be delivered to store. On the day of dispatch the price reduced to £20 on the website (so £18 with my 10% code).

I collected the shirt today and asked the lady at the counter if she could refund the difference. She was more than happy to, unfortunately the price was web exclusive so I was advised to contact the online sales team when I got home.

The online sales team were less than helpful, simple repeating that because I placed the order before the price changed the only 'way around it' was to return the original shirt and order a new one. Apparently if he refunded the difference it would fraud!

I'm pretty sure this isn't the case and I'm now awaiting a manager to ring me back but before they do I was wondering if anyone could guide me to anything online (or hearsay!) that might help my cause? Or likewise if someone knows I'm wrong then please let me know why and I can safely avoid the callback!

Also I'm well aware it's £4.50 but it's now the principle after the shoddy customer service!

Many thanks.

frugal_mike

It's not clear from your post whether you paid in store or online. Either way, they do not have to refund the difference if they don't want to. Your contract was for the higher price and that is the price you agreed to pay. It wouldn't be fraud if they refunded the difference, but it's also not something you can legally make them do.

You will need to return the shirt and re-purchase at the sale price if you really want the discount. Obviously that runs the risk that the offer will end before you re-purchase, and I have no idea what will happen to your 10% discount code.

chisypasta

Sorry paid online.

At what point does the contract form, at order, dispatch, arrival in store or collection? I would have though dispatch and at this point the price had changed, would the store not be obliged to offer the difference in price?

Thanks for your time.

SlowCooker

chisypasta wrote: »

Or likewise if someone knows I'm wrong then please let me know why and I can safely avoid the callback!

No need to avoid it. Sometimes they refund the difference even when they don't have to (and in this case they certainly don't have to). Just tell them how disappointed you are that the price dropped even before you collected the item and they might help.

frugal_mike

chisypasta wrote: »

Sorry paid online.

At what point does the contract form, at order, dispatch, arrival in store or collection? I would have though dispatch and at this point the price had changed, would the store not be obliged to offer the difference in price?

Thanks for your time.

The contract forms when both parties agree it forms (according to the Sale of Goods Act). Most online companies have terms and conditions that say it forms at dispatch. But that is irrelevant to the price. The price is what was agreed before the contract concluded. You offered to pay a certain amount, so that is the amount they agreed to sell for when they accepted your offer.

However since the contract concluded online it is a distance sale, so you have the legal right to cancel for a full refund and then re-purchase at the lower price if you want. I'd check what happens to your 10% discount in this case though.

wealdroam

chisypasta wrote: »

...at this point the price had changed, would the store not be obliged to offer the difference in price?

You offered Debenhams £22.50 and Debenhams accepted your offer.

Debenhams appear to have done nothing wrong here, but perhaps their customer service skills could be honed a little.

unholyangel

chisypasta wrote: »

Sorry paid online.

At what point does the contract form, at order, dispatch, arrival in store or collection? I would have though dispatch and at this point the price had changed, would the store not be obliged to offer the difference in price?

Thanks for your time.

So if the price had increased before dispatch, would you be happy to pay the extra?

Contracts are usually (online anyway) formed on dispatch. However this is nothing really to do with price and more to do with when a contract is legally binding upon both parties. The details (including price) are discussed prior to the contract being formed.

Long story short, you should be able to return under the CCR's - however you may be responsible for return postage costs. Best bet is a goodwill gesture from them as the above posters have said.

daytona0

wealdroam wrote: »

You offered Debenhams £22.50 and Debenhams accepted your offer.

Debenhams appear to have done nothing wrong here, but perhaps their customer service skills could be honed a little.

I don't get that....

Debenhams have provided the correct advice... Does that not constitute good customer service skills? You certainly wouldn't get that playing the stock market so I'm clueless why good customer service involves giving customers money when they aren't entitled to it...

unholyangel

daytona0 wrote: »

I don't get that....

Debenhams have provided the correct advice... Does that not constitute good customer service skills? You certainly wouldn't get that playing the stock market so I'm clueless why good customer service involves giving customers money when they aren't entitled to it...

Imo giving a customer what they're entitled to in law is not good customer service - it is complying with the statutory requirements.

Going above and beyond those requirements however, IS good customer service.

wealdroam

daytona0 wrote: »

I don't get that....

Debenhams have provided the correct advice... Does that not constitute good customer service skills? You certainly wouldn't get that playing the stock market so I'm clueless why good customer service involves giving customers money when they aren't entitled to it...

By buying the goods online, the OP could return them under CCRs for a refund and re-purchase at the new lower price.

But that's a bit of a nuisance for £4.50... especially as it might require return postage costs.

If Debenhams' customer service was more in tune with the customer's wishes, they would see that it would cost them nothing, and save their customer the hassle, to just refund the £4.50.

Not sure the stock market is an appropriate comparison.

daytona0

unholyangel wrote: »

Imo giving a customer what they're entitled to in law is not good customer service - it is complying with the statutory requirements.

Going above and beyond those requirements however, IS good customer service.

I suppose IMO applies quite a bit. I could see how what you said is good customer service, but I don't agree that giving consumers correct advice is akin to needing to brush up on ustomer service skills. Just my opinion