Internet Purchase Rights

Marpig74

Hi. I have recently purchased a bracelet from an online retailer with an engraved charm. I had a problem with the website when ordering in that the bracelet length kept defaulting back to a smaller size. When I received the order confirmation through, it came through in this small size. I scoured the internet for a method of contacting the retailer - but the only means of contact was an online form. I filled it out within 10 minutes of the order confirmation coming through to request that the bracelet length be changed to the longer size. It was not until the next day that I received an email back which said that web orders could not be changed as the system is automated, also I cannot have a refund or exchange as the bracelet has an engraved charm - the bracelet will be dispatched tomorrow.

Can someone advise is this correct? I do understand that personalised items are excluded from the Consumer Rights act, however, I advised the retailer before dispatch and couldn't have done it any sooner. It seems unfair in this instance - especially as a charm could easily be transferred between bracelets?

Any advice gratefully received.

wealdroam

Marpig74 wrote: »

Hi. I have recently purchased a bracelet from an online retailer with an engraved charm. I had a problem with the website when ordering in that the bracelet length kept defaulting back to a smaller size. When I received the order confirmation through, it came through in this small size. I scoured the internet for a method of contacting the retailer - but the only means of contact was an online form. I filled it out within 10 minutes of the order confirmation coming through to request that the bracelet length be changed to the longer size. It was not until the next day that I received an email back which said that web orders could not be changed as the system is automated, also I cannot have a refund or exchange as the bracelet has an engraved charm - the bracelet will be dispatched tomorrow.

Can someone advise is this correct? I do understand that personalised items are excluded from the Consumer Rights act, however, I advised the retailer before dispatch and couldn't have done it any sooner. It seems unfair in this instance - especially as a charm could easily be transferred between bracelets?

Any advice gratefully received.

What website?
Is the company based in the UK?

Marpig74

Hi, it was Thomas Sabo. They are based in Germany.

[Deleted User]

If you knew it kept changing back to the smaller size why did you buy it? I don't see any engravable charms on the site either.

Marpig74

Hi Camelot1971,

In answer to your questions;

I bought it as it was a gift that someone had asked for.

Does the fact that you can't see it effect any advice that you could offer? If so I can try and paste in a link.

DCFC79

As they are in Germany your bound by the rules over there.

Post a link if you can.

Marpig74

Hi DCFC79,

I'm not getting the link, but it's item number LBA0111-053-7 on the Thomas Sabo official website.

Thanks.

Fosterdog

Could it be an issue with your computer or maybe you just made a mistake? I just went through and added the same bracelet to my basket with engraving in a larger size and it stayed as the larger size with no problems. I went through as far as I could without actually paying and the size didn't change at any stage and it is also clearly on the page what size you are buying so if you had issues why did you confirm without double checking?

Marpig74

Hi Fosterdog,

Yes, of course either of your scenarios are possibilities. I am sure that I did double check though, as the re-sizing had occurred before I placed the order on previous occasions. This is also why I waited for the email confirmation to come through and checked it.

However, I am where I am. I don't think I did anything wrong, but now it's happened I can't be 100% confident.

I am getting the vibe that this is something that I will have to put down to experience.

My question was more around how reasonable is it that I noticed the error and got in touch with the retailer within 10 minutes by the only method available, and was told that they wouldn't change the order. It just seems a bit harsh.

Many Thanks.

gettingtheresometime

The problem with internet orders, realising that something is wrong with said order & emailing them straight away is that the two systems don't react with each other , & may not be looked at simultaneously . ....I can't imagine many suppliers would look at an Internet order & think must check our general email box just in case

IAmWales

It's working fine for me on Chrome. Which browser did you use?

If you take it to your local store they may be able to extend it for you for a fee?