Mobiles.co.uk refuse to honour offer on website

Stepho15

Hoping for some advice on this!
A few days ago I ordered a phone (on contract) from mobiles.co.uk. It accepted the order and debited my card. I received an order acknowledgement and was advised the phone would be with me today. Today they have emailed me to say they can no longer honour the contract as the offer should have been taken off their website earlier (even though it clearly had an offer countdown clock on the site at the time). Can they do this? I am getting nowhere with their customer care team.

Matjod

I have had the same email the day of delivery! ordered the phone with 100 pound discount on the 30th March have even bought a case and wireless charger for it ! , they owe me 25 pounds as well and carnt get through to them ! NOT HAPPY !!

Stepho15

I just don't see how they can get away with this. Their terms and conditions state 'We shall not withdraw or modify to your substantial detriment any of the Goods or Non-subscription Services for which we have accepted an order from you, other than where such modification or withdrawal is required as a result of events outside of our reasonable control. '
They appear to be blaming it on o2 which is ridiculous as they are the seller.

mije1983

According to their terms, it seems by taking payment the contract between you is now formed.....

The contract will only be completed when we dispatch the Goods/commence the provision of the Services (as applicable) or when we take any due payment from you (which includes debiting your payment method), whichever is the earlier.

Stepho15

Yes, it would seem that way and I have also quoted this to them, but no joy....

Matjod

From what I can gather I had 100 pound discount on my order but they got it wrong and it had expired before the date stated online , when trying to get hold of them was on hold for half an hour trying to get through ,they sent an email saying if I don't hear from.them I have to wait up to 6 weeks for a check for the 25 pounds they owe me ! !!!55357;!!!56864;

Stepho15

Ha! They told me that the offer should have expired at the weekend - so if that was true you would definitely have placed your order in time. They are obviously just making it all up! I have a call with a consumer helpline in the morning and will let you know how I get on.

mobilejunkie

If they have actually debited your card (and you'd have to check with the bank to know that) you could do what I did as standard practice with this company. Send a properly framed LBA to CPW T/A Mobiles.co demanding they supply you since they taken payment and have therefore bound themselves in contract as per their own t&c.

That's the only language CPW usually understand or bother with.

Matjod

Thanks and hope you have better luck than me getting through to them!

Matjod

Yeah I have checked they have debited 25 pounds so will have a look at doing that thanks .

Stepho15

Thanks guys. Yes, they have definitely taken money from my account. What does LBA stand for? And T/A?