Price reduction after pre-order

dee2009

Hi all,

Sorry if I'm posting this in the wrong place. I'm looking for a but of advice.

At the beginning of September I preordered a ps4/FIFA 15 package for my brother on very.co.uk. At the time of the order the price was £449. I also had a 10% off 'birthday' code to use so I applied to this order. It would be delivered on the 26th September.

Next day my brother informed me that a few different retailers were doing better deals and he wanted to cancel the order. I logged on to get the information to cancel and noticed that the price had reduced by £40. With this reduction and my 10% code the price was similar to the deals he'd seen(still a little more but the convenience of paying over 3 months). I contacted very and asked if I could have the package at the reduced price. The reply was to contact them once the items had been delivered and they would adjust the price.

So yesterday I finally got round to emailing them to adjust the price and was told that I was given wrong information and they would not be honouring the price reduction. They are saying that as I've already used a discount on the order the can't discount it further. Now if I knew this the first time I contacted them I would have simply just cancelled the order.

Is there anything I can do here? From what u can see, the customer service advisor I spoke to initially is the one who has caused this by giving me the wrong info. The items have been opened now so I don't think I can return.

Any help on this matter would be appreciated. I have all email correspondence saved.

Thanks

Donna

agrinnall

He said, she said. I don't think you're going to win this one. You now know that you should have cancelled and re-ordered at the lower price, but it's too late now. If they have a Facebook page or Twitter account you could tell your story there and hope you get a positive response.

bod1467

HOW did you contact them? Email or phone?

If by phone then they almost certainly record phone calls. Send them a Subject Access Request* for a copy of all information they hold about you, including any phone recordings. Then once you have the recording of them stating they would apply the extra discount you can go back to them and demand they comply with what they agreed.

If they still refuse you could look at sending them a Letter Before Action for the extra (agreed) discount, and then follow up with small claims court action if necessary.

*They are allowed to charge up to £10 to service a SAR.

dee2009

Thanks for your replies.

I contacted them by email initially so I have the agreement in writing.

I will try contacting them by phone tomorrow and see if I can get any further.

Thanks

bod1467

Oh goody - slam dunk case then.

roonaldo

To rub salt in the wounds its now £349!

Was it a sale reduced offer for £409? if so then the 10% off cannot be used against sale items so your original 10% off was all you were ever going to get off.

roonaldo

The contract was made when the order was placed, not when a customer service agent made an error at a later stage. However I would imagine they will probably just honour it as gesture of goodwill.

OlliesDad

roonaldo wrote: »

The contract was made when the order was placed, not when a customer service agent made an error at a later stage. However I would imagine they will probably just honour it as gesture of goodwill.

Yes, but the OP was free to cancel the order, but was convinced not to as the company offered an incentive. This becomes part of the agreement.

david39

You could have just returned it under the Distance Selling Rules but probably too late now.

bod1467

OlliesDad wrote: »

Yes, but the OP was free to cancel the order, but was convinced not to as the company offered an incentive. This becomes part of the agreement.

Is the correct answer. Have a gold star.