Unsure of Consumer Rights

dodge08

Hello All,

I ordered a video game from Zavvi.com online on the evening of 9th October 2014. Whilst browsing the website (always a bad idea) I stumbled across a clearance DVD section;

http://www.zavvi.com/offers/clearance-multi-buy.list

Where they are offering "10 DVDs for £10" and the tag line clearly states "Add all 10 items and discount will be automatically applied".

I ordered 10 eligible products all of which show the "10 for £10" badge on their individual product pages (screenshotted every single one as I had doubts about the discount).

Order went through and trusting that the discount would be applied, I pressed next-next-next appropriately, and ordered them... final order price (should be £14.95 + £10) came to just over £100!

Immediately located their customer services (no phone number, no address, just an online ticket based support system) and sent them a message minutes after ordering to explain the issue and that they couldn't take that much money out of my account as I cannot afford for it to happen. (Also in my panic I tweet them and message them on Facebook as no reply after 24 hours).

36 Hours after I made the order, it shows the items as dispatched and they can no longer be cancelled. I get a response from them on Facebook (glad I messaged them on FB or I would have waited 2 more days) another day later (13th October) essentially saying that regardless of the screenshots they could not confirm they are included in the order, cannot undo the order as it's been dispatched, cannot credit back the incorrectly charged price and my only option was to wait for them to arrive, post them back and receive a refund!!

Annoying because I want the items, and although consumer law does not insist they sell them at that price - they are still being advertised even today at that same price!!

It's been 6 days since I ordered it and they are still investigating it, but have taken the full incorrect amount and I am not confident the response is going to be satisfactory!

What are my rights within this situation? Obviously returning for a full refund but if I keep the items do I have any rights with regards to the way it's been dealt with?

Thanks in advance! Adam

McKneff

Just refuse the delivery, simple as that, get your refund and re order.

dodge08

Hey, thanks for the advice, can't refuse delivery as it'll be Royal Mail and I am more often than not working during delivery times so it'll go through the letter box or they'll leave it outside the front door!

Plus I just tried the offer again on their website and it still isn't discounting so if I re-order I will have the exact same problem again!

DoctorFoster

dodge08 wrote: »

Hey, thanks for the advice, can't refuse delivery as it'll be Royal Mail and I am more often than not working during delivery times so it'll go through the letter box or they'll leave it outside the front door!

Plus I just tried the offer again on their website and it still isn't discounting so if I re-order I will have the exact same problem again!

I doubt that will fit through your letter box.

McKneff

Tell Royal Mail that you don't want delivery of it. Either ring them or leave a big note on your door....


Where there's a will theres a way.....

dodge08

DoctorFoster wrote: »

I doubt that will fit through your letter box.

Thanks for your helpful contribution, either way I wont be home to physically have the conversation with the royal mail person in order to refuse the order, and they will leave it outside the door as they always do with everything, so this isn't an option.

dodge08

McKneff wrote: »

Tell Royal Mail that you don't want delivery of it. Either ring them or leave a big note on your door....


Where there's a will theres a way.....

Thanks for this, am I right in thinking doing so will only facilitate a refund with Zavvi, as opposed to them altering the order to the correct price, I mean in the sense that it's possible they may give in and reply to say they have made the mistake and will correct it?

I always thought that refusing the delivery would mean a return to them and then the few days it takes to sift through it all in their mail centre plus a refund processing time of most likely 3 - 7 working days would be an inconvenient way of solving?

Appreciating your advice

DoctorFoster

dodge08 wrote: »

Thanks for your helpful contribution, either way I wont be home to physically have the conversation with the royal mail person in order to refuse the order, and they will leave it outside the door as they always do with everything, so this isn't an option.

Well if it doesn't fit through the letter box, how has it been delivered?

If they leave it by the front door return it to sender.

It might even get nicked.

dodge08

Ahh alright, it seems like I may not have explained this issue properly, thanks all for the advice, gonna call this a closed case!

Cheers

daytona0

Just curious but if you were worried enough to take screenshots then why not simply make sure that your available balance only just covered the proposed cost of the items, just in case? I guess you may have had an overdraft etc but if not then this would have been much more effective

dodge08

daytona0 wrote: »

Just curious but if you were worried enough to take screenshots then why not simply make sure that your available balance only just covered the proposed cost of the items, just in case? I guess you may have had an overdraft etc but if not then this would have been much more effective

Took the screenshots after I submitted the order once I realised it didn't look right.

As they dont have any kind of customer service system with a response quicker than 36 hours I was kinda stuffed early on, so took screenshots as further proof.