A question with regards to price matching

photome

khshare wrote: »

I was going to post a link to their returns policy but since I'm new, I can't post links.

It doesn't state that returns are charged to the customer at any point in that policy.

with all that you have posted re their terms and the tone of their emails they dont seem to be the company you suggested they were in your opening post

ie from a reputable (in their circle) online retailer.

Fosterdog

What is the name of the retailer? It doesn’t have to specifically state it on the website but does have to send the terms of the returns policy via durable means, that could be in the content of any emails to acknowledge the order/dispatch, as an attachment to an email, or on printed paper in with the item when delivered.

khshare

Fosterdog, If I'm understanding you correctly, my WANT for a company I purchase from to honour the principles under which the purchase was made does not form part of my consumer rights. I sell products too (not the same sector as the company I purchased from and totally unrelated to the purchase). I more than most understand that businesses have rights too.

My issue is simple - If I tell my customers that I offer a price match and do not stipulate the circumstances under which this price match promise will be excluded, then that's my fault as a business. I would either honour the price match or refund the customer and get cracking on my exclusion policy. I would NOT try and deceive the customer.

Retailer name is ecigone (.co.uk)

In all emails with regards the purchase, it made no mention of returns or their price match promise. I obviously don't know if there was anything within the package as I didn't accept it.

pmduk

If they're offering a price guarantee with no restrictions, I'd complain via the Advertising Standards Authority.

Fosterdog

There is so much wrong with that site and they have a number of illegal terms (such as a restocking fee). What ever even prompted you to buy from them?

The price promise is not really the issue here as that is in addition to your consumer rights and not something they have to offer at all. Ideally they would give the terms of the price match on the website but it does clearly say to contact them to find out more. If you were consider8ngbusing their price match you could have asked them for more details before ordering.

If they really haven’t given you the details they are legally obliged to supply the they cannot deduct the return costs and you are due a full refund. How did you pay? You being entitled to the refund and actually getting it are two different things

khshare

I made the purchase via paypal so hopefully raising a dispute will get this resolved for me.

The reason I purchased from them is that they are very active within the vaping community and to be honest, I have only once previously had an issue with a vape purchase via another site. They in that instance tried to stick me with a DOA product saying their site's policy stated that refunds on a DOA product would not be allowed. A few amicable emails later, they sent me working products and didn't even ask me to send back the DOA products.

I must admit to there being a bit of a confusion (now that you've mentioned it to me) about their price promise statement. You're reading it as enquire before you buy, and all I saw was, "We'll match any UK reputable company. If you find an item you purchased cheaper elsewhere, contact us."
That last sentence was my interpretation and not what is actually on the site. For clarification, here is what it states on the site:
Price Match: We'll match any UK reputable company - please enquire via our contact form

The only time they mentioned charging me for returns is in an email AFTER I asked for a refund.

Gleeful

khshare wrote: »

I made the purchase via paypal so hopefully raising a dispute will get this resolved for me.

The reason I purchased from them is that they are very active within the vaping community and to be honest, I have only once previously had an issue with a vape purchase via another site. They in that instance tried to stick me with a DOA product saying their site's policy stated that refunds on a DOA product would not be allowed. A few amicable emails later, they sent me working products and didn't even ask me to send back the DOA products.

I must admit to there being a bit of a confusion (now that you've mentioned it to me) about their price promise statement. You're reading it as enquire before you buy, and all I saw was, "We'll match any UK reputable company. If you find an item you purchased cheaper elsewhere, contact us."
That last sentence was my interpretation and not what is actually on the site. For clarification, here is what it states on the site:
Price Match: We'll match any UK reputable company - please enquire via our contact form

The only time they mentioned charging me for returns is in an email AFTER I asked for a refund.

Paypal claim will fail as you refused delivery

khshare

@Gleeful - thanks for that bit of gleeful news
Why would paypal refuse a claim if I have refused delivery? I'm asking just so I know what I may be up against when I file the claim.

Thanks

Fosterdog

Because with PayPal you have to provide tracking details to show you sent it back. You can’t do that as you didn’t send it.

Gleeful

You have two options for a Paypal claim

Not received - tracking shows refused delivery = failed claim
Not as described - tracking shows refused delivery = failed claim