Graduation Cap didn't arrive for the ceremony, can I get a refund?

phil_han

My mum just got her degree and ordered the cap that graduates wear (bonnet I think they are called) online.
She ordered it from the same company where she purchased the ticket for her graduation ceremony.
She made the order in beginning of June and the ceremony was held in 26th July.

The cap didn't arrive. She made calls and wrote e-mails from few weeks before the ceremony, only to be told wait and it will be delivered.
When she called Edes & Ravenscroft (the company) office on Monday 24th July, she said the order had been dispatched that day.
She was reassured the order will arrive before 26th July.
Because of her other commitments, I had to stay at her house on Tuesday and Wednesday morning to wait for the delivery. It didn't arrive.
I had to re-arrange my works and pull in favours not to upset my clients for those 1.5 days, so this was disappointing.

When she called - in panic, on the morning of graduation ceremony (26th July), Edes & Ravenscroft told her 'not to worry about it'.
They offered her a bonnet to be rented 'free of charge'. Not having any time or alternative, she didn't pursue the matter at that time.
Despite the cap fiasco, graduation passes. Since the item is not coming and there's no need for the one-off ceremonial cap after the ceremony, she asks for a refund.
Edes & Ravenscroft says no, basically telling her since the item's been dispatched only way they can offer refund is if the item has been returned to them.
However, considering our situation, they 'kindly offer' us a 20% refund while letting us keep the bonnet.

Now, we still haven't received the bonnet, about 60 days after we have made the order. We know for a fact the actual dispatch date was on 25th July just a day before the ceremony.
My mother doesn't wish to make a fuss, but I don't find this to be an acceptable resolution to this problem. :mad:
Could this be in contravention of Consumer Rights Act in regards to refund?

Thanks.

hollydays

How did you pay
What method of postage do they claim to use?
If you know the actual despatch date what does the tracking say?

phil_han

hollydays wrote: »

How did you pay
What method of postage do they claim to use?
If you know the actual despatch date what does the tracking say?

It was paid with credit card alongside the graduation ceremony tickets.
Edes & Ravenscroft has stated that the item was dispatched on 25th July and as per Royal Mail's policy, they will 'wait' for 28-days. (for what I do not know...

powerful_Rogue

phil_han wrote: »

It was paid with credit card alongside the graduation ceremony tickets.
Edes & Ravenscroft has stated that the item was dispatched on 25th July and as per Royal Mail's policy, they will 'wait' for 28-days. (for what I do not know...

Get your mum to contact the credit card and inform them the item has not been received.

Depending on the postage method, they may get you to wait a little longer.

Have a read up on s75 credit card claims. (Presuming the hat cost over £100)

Manxman_in_exile

phil_han wrote: »

They offered her a bonnet to be rented 'free of charge'. Not having any time or alternative, she didn't pursue the matter at that time.

.

I'm confused. So far as I'm aware you don't purchase graduation wear, you hire it. Are you saying E&R offered a substitute bonnet "free of charge" for the graduation ceremony itself, but your mother did not take up the offer? Or are you saying that your mother did take up the offer but didn't pursue any further complaint against E&R at the time? If the former you may have cause for a refund, but if the latter E&R have fulfilled their part of the bargain?

SeduLOUs

Manxman_in_exile wrote: »

I'm confused. So far as I'm aware you don't purchase graduation wear, you hire it. Are you saying E&R offered a substitute bonnet "free of charge" for the graduation ceremony itself, but your mother did not take up the offer? Or are you saying that your mother did take up the offer but didn't pursue any further complaint against E&R at the time? If the former you may have cause for a refund, but if the latter E&R have fulfilled their part of the bargain?

Sounds to me the cap was bought. I'm Open University and see a lot of people on the forums talking about buying the cap to keep as a keepsake of the event.

As long as the cap arrives eventually I also don't really see the problem really - a cap was provided for use on the day and the keepsake still arrives. If she didn't want it as a keepsake and therefore doesn't require it anymore, why did she buy one?

If the cap never arrives then the least acceptable thing would be a refund of the difference in cost between what you have paid and what you would have paid simply to hire.

happyandcontented

Would you not want the actual cap worn on the day as a keepsake if you wanted such a keepsake? I think I would.

SeduLOUs

happyandcontented wrote: »

Would you not want the actual cap worn on the day as a keepsake if you wanted such a keepsake? I think I would.

I probably wouldn't be bothered, because with a lot of universities (definitely with Open University) you aren't allowed to wear a cap during the ceremony anyway.

steampowered

If the cap was lost in the post, that is completely the seller's problem.

As the item never arrived you should request a full refund.

phil_han

Wow, thanks for all the replies. Really appreciate your input.

/powerful_Rogue
The purchase was done with a credit card. We will have a look at the S75 claims as you said. One question, would I have to let the retailer know of my intention to claim S75, or is that not necessary?

/Manxman, /SedulLOUS, /happyandcontented
The cap was purchased originally, not hired. The ceremony recommended everyone wear a specific cap according to their degree type and levels (or whatever), so it seems to be a pretty important thing in some universities.
As for the keepsake argument, if we just wanted a cap for the sake of it, we wouldn't have waited for a graduation ceremony to buy one. It was the occasion of graduation and having something to show for it from the day that encouraged my mother to buy it.
Either way, 60-days non-delivery seems to be a poor business practice for company to engage in.

/steampowered
Yeah, we did request the full refuend, but the seller is arguing they have posted the item (only one day before the event), and I should wait until the delivery has been attempted. The trouble is, they've been lying so much until now, I can not be sure if they actually posted the item at all.

Manxman_in_exile

SeduLOUs wrote: »

Sounds to me the cap was bought. I'm Open University and see a lot of people on the forums talking about buying the cap to keep as a keepsake of the event.

As long as the cap arrives eventually I also don't really see the problem really - a cap was provided for use on the day and the keepsake still arrives. If she didn't want it as a keepsake and therefore doesn't require it anymore, why did she buy one?

If the cap never arrives then the least acceptable thing would be a refund of the difference in cost between what you have paid and what you would have paid simply to hire.

That's how I read it but the OP isn't clear about whether the bonnet was hired or purchased (I've never heard of that. We've enough junk in the house without a couple of mortar boards!).