matresses online- Lied to

vinny_vimto

I ordered a mattress and bed frame from matresses online on 20th December. The mattress was quoted for delivery on Tuesday 23rd and the bedframe was quoted 2-3 working days.

The mattress arrived on Tuesday 23rd and I was expecting the bedframe same day as that would have been the 3rd working day. I called enquiring where the bed frame was and was told it is coming on a different van either later that day or definitely 24th.

Obviousy nothing turned up and I waited in all day on christmas eve in the hopes the bed would turn up.

Called on 24th but they were closed. Anyway enjoyed christmas and called today to be told 14-21 days and call back Monday as the supplier is closed weekends.

I was lied to on the phone, they are polite but very dismissive .

As I ordered it online im covered under the distance selling regulations so believe I could cancel the order. Also reading the email I was charged a £35 card transaction fee. Is that legal? I thought I had read that card charges had to be reasonable and equal to what it costs the business?

wealdroam

vinny_vimto wrote: »

As I ordered it online im covered under the distance selling regulations so believe I could cancel the order.

Yes, you can do that.

vinny_vimto wrote: »

Also reading the email I was charged a £35 card transaction fee. Is that legal? I thought I had read that card charges had to be reasonable and equal to what it costs the business?

'thought you read'... can you be a bit more precise?
Anyway, what does it matter... if you are going to cancel the order they will refund those charges as well.

vinny_vimto

wealdroam wrote: »

Yes, you can do that.



'thought you read'... can you be a bit more precise?
Anyway, what does it matter... if you are going to cancel the order they will refund those charges as well.

I was intending on keeping the matress and buying the bedframe from somewhere else.

In regards to the card transaction fee I read on here about a week ago someone was complaining about a £5 charge and one of the responses was easy jet had to lower their card transaction fees as it was unlawful to charge more then it costs the retailer but for the life of me I cant find that thread

hollydays

". All orders are inclusive of a non refundable payment processing fee of 3.5%."

They say you must inform them in writing so be sure to do so

Also
"9.2. Customers who refuse delivery at the door will be liable for a return delivery charge from £35 + Vat."

Was the lead time on the website shown as 2-3 days for this item? Many beds are showing a lot longer.