John Lewis

Katrina5528

Help please! I ordered a TV and soundbar (Samsung MS650) package from John Lewis.

They have delivered a different soundbar (model M360) to the one advertised and my confirmation email.
JL have said there was a mistake on the website with regards to the product name so there is nothing they can do, I have received the M360 that was meant to be advertised with the TV.

What rights do I have?! My confirmation email states the MS650, but they are saying that they will not budge!

robpw2

1.you can return it for a full refund - within 14 days
2.you can keep the item

mistakes can happen,

in terms of contract this would all depend on when the contract was formed and this relies on looking at the terms and conditions for many the companies the contract is formed upon dispatch of the items.

John_Gray

On the Samsung website the MS650 shows at £499 and the M360 at £219, so that seems to be a fairly major mistake.
How much was the TV and soundbar package?

Robisere

The 650 is £499. The 360 is £219. Did you receive a refund of the difference?

Consumer Rights Act:
https://www.which.co.uk/consumer-rights/regulation/consumer-rights-act

This applies:
" As with the Sale of Goods Act, under the Consumer Rights Act all products must be of satisfactory quality, fit for purpose and as described."

If you received a cheaper, less effective item than ordered, quote this to JL.

DoaM

robpw2 wrote: »

in terms of contract this would all depend on when the contract was formed and this relies on looking at the terms and conditions for many the companies the contract is formed upon dispatch of the items.

If this was an online order (seems likely) then contract is formed upon dispatch of the goods. Therefore JL have had the opportunity to review the order, and because they've dispatched then they've accepted the order and thus they're in breach of contract by shipping the wrong item.

The OP is entitled to receive the item as advertised and as stated in the order confirmation.

John_Gray

OP: it's probably worth reading up on historical mis-pricings. e.g. Daily Telegraph

Advice from Citizens Advice:
If you have a contract, the company can’t usually cancel your order, even if they realise they’ve sold you something at the wrong price. They’ll only be able to cancel it if it was a genuine and honest mistake on their part that you should’ve noticed.

With a price difference of £280 between the two soundbars, you must have thought that all your Black Fridays had come at once!

Stoke

John_Gray wrote: »

OP: it's probably worth reading up on historical mis-pricings. e.g. Daily Telegraph

Advice from Citizens Advice:
If you have a contract, the company can’t usually cancel your order, even if they realise they’ve sold you something at the wrong price. They’ll only be able to cancel it if it was a genuine and honest mistake on their part that you should’ve noticed.

With a price difference of £280 between the two soundbars, you must have thought that all your Black Fridays had come at once!

It's not the biggest discount in the world. It's a mistake by John Lewis, not the OP.

I would take the refund personally.... or look at whether the product is satisfactory for you.

neilmcl

John_Gray wrote: »

OP: it's probably worth reading up on historical mis-pricings. e.g. Daily Telegraph

Advice from Citizens Advice:
If you have a contract, the company can’t usually cancel your order, even if they realise they’ve sold you something at the wrong price. They’ll only be able to cancel it if it was a genuine and honest mistake on their part that you should’ve noticed.

With a price difference of £280 between the two soundbars, you must have thought that all your Black Fridays had come at once!

It has nothing to do with mis-pricing, the OP has received an item that is not as described and therefore does not conform to contract.

peachyprice

This happened to us with a tablet my husband bought, he called the helpline and got the same response as you, basically it was a mistake on the website so tough. So we took it in to a store and they changed it for the correct model advertised.