wedding shop witholding deposit

lindabelle66

Hi
Apologies if in wrong place, wasn't sure whether to post on the wedding board or here.
Last week I made an appointment to go to a wedding shop to try some dresses on, I was charged £25 for the appointment incase I didn't turn up, and told that the £25 would be deducted if I made a purchase on the day. I made the appointment 3 days before the actual appointment date. I received an email confirming the date / time of the appointment and saying it was refundable etc.


The day before the appointment I cancelled it and was told that the deposit wouldn't be refunded as I hadn't given 4 days notice. I wasn't informed at the time of booking there was a cancellation charge, and I hadn't even booked it 4 days in advance anyway! I have asked politely over the phone for the £25 back, sent 2 emails asking for it back, and tried phoning and been told that the Manager will phone me back, which she hasn't done.


Not too sure what to do or where to go from here, it seems that they are determined to keep my money which I think is outrageous, I know its only £25 but its the principle. Incidentally the appointment was on a Saturday when I have no doubt there would have been others who would have gone into the shop and the appoiontment would have been filled, its not as if I had booked a evening or Sunday!


Lindabelle66

flea72

lindabelle66 wrote: »

Hi
Apologies if in wrong place, wasn't sure whether to post on the wedding board or here.
Last week I made an appointment to go to a wedding shop to try some dresses on, I was charged £25 for the appointment incase I didn't turn up, and told that the £25 would be deducted if I made a purchase on the day. I made the appointment 3 days before the actual appointment date. I received an email confirming the date / time of the appointment and saying it was refundable etc.


The day before the appointment I cancelled it and was told that the deposit wouldn't be refunded as I hadn't given 4 days notice. I wasn't informed at the time of booking there was a cancellation charge, and I hadn't even booked it 4 days in advance anyway! I have asked politely over the phone for the £25 back, sent 2 emails asking for it back, and tried phoning and been told that the Manager will phone me back, which she hasn't done.


Not too sure what to do or where to go from here, it seems that they are determined to keep my money which I think is outrageous, I know its only £25 but its the principle. Incidentally the appointment was on a Saturday when I have no doubt there would have been others who would have gone into the shop and the appoiontment would have been filled, its not as if I had booked a evening or Sunday!


Lindabelle66

Erm, seems you were informed there was a charge for cancellation. The deposit was only refundable against purchases.

You didnt turn up, you didnt buy, so they get to keep the £25

martinthebandit

flea72 wrote: »

Erm, seems you were informed there was a charge for cancellation. The deposit was only refundable against purchases.

You didnt turn up, you didnt buy, so they get to keep the £25

Seems like the right answer answer to me?

Or am I and flea missing something?

sinizterguy

You booked an appointment inside their cancellation window.

You were specifically informed that the money would only be refunded if you make a purchase on the day.

Not only did you not make a purchase on the day, you did not even turn up - cancelling at short notice.

They get to keep the money.

Send as many emails or phone calls as you want - If I was the manager I would politely tell you to go on your way ...

POPPYOSCAR

What were the conditions in the original confirmation regarding it being "refundable"?

Hintza

POPPYOSCAR wrote: »

What were the conditions in the original confirmation regarding it being "refundable"?

This


I was charged £25 for the appointment incase I didn't turn up, and told that the £25 would be deducted if I made a purchase on the day.

timbstoke

As others have said, it looks like you're out of luck based on the conditions you agreed to. However, if their stance is that you would have been entitled to a refund had you given four days notice, I'd certainly try a strongly worded letter pointing out that it would have been impossible to give four days notice for an appointment booked three days in advance, and that attempting to enforce that particular condition in such a case would surely contravene the Unfair Terms in Consumer Contracts Regulations (it probably wouldn't, but bluster is really your only option at this point).

If they ignore the letter, there's probably not much more you can do, but I'd give it a try just to give the impression of looking like you might be more than £25 worth of trouble.

pinkshoes

flea72 wrote: »

Erm, seems you were informed there was a charge for cancellation. The deposit was only refundable against purchases.

You didnt turn up, you didnt buy, so they get to keep the £25

I disagree with this as it totally depends on the exact wording of what was said!

The OP states that they were charged £25 incase they didn't turn up. The OP phoned and CANCELLED the appointment, which is not the same thing.

The OP was not informed of any cancellation policy, just what would happen if they didn't turn up on the day of the appointment.

I think the OP should insist on a refund.

lindabelle66 wrote: »

Last week I made an appointment to go to a wedding shop to try some dresses on, I was charged £25 for the appointment incase I didn't turn up, and told that the £25 would be deducted if I made a purchase on the day. I made the appointment 3 days before the actual appointment date. I received an email confirming the date / time of the appointment and saying it was refundable etc.

flea72

pinkshoes wrote: »

I disagree with this as it totally depends on the exact wording of what was said!

The OP states that they were charged £25 incase they didn't turn up. The OP phoned and CANCELLED the appointment, which is not the same thing.

The OP was not informed of any cancellation policy, just what would happen if they didn't turn up on the day of the appointment.

I think the OP should insist on a refund.

Cancellation is the same as not turning up. they were expressly told, the £25 was only refunded against a dress. If people can cancel and get their money back, it kinda defeats the point of taking the £25 in the first place.

You could just say the OP was being polite and prewarning them she wasnt turning up. Whilst making her booking she knew she woild lose the £25 if she didnt keep the appointment. The 4 day notice for cancellations may only apply to people who book an appointment 5+ days in advance, hence why the OP was not informed of the clause as it didnt apply to the terms of her booking. Her terms were, dont buy one of our dresses, we keep the £25.

unholyangel

Also to throw a spanner into the mix.....

Would the OP have been refunded the £25 if they had turned up and not made a purchase?

If so, it would then amount to a financial penalty and be void under unfair contract terms.

Okydoky25

Turn up at the appointed time. See if your space has been re booked.