Company refusing to honour offer

m1ckr1ck

A few days ago I saw that a mobile phone manufacturer was running a promotion for a free set of earphones if you buy from a specific range. I went to their (separate) promotions site and after checking the details, clicked on a retailer to buy the phone. This is when it went pear-shaped.



After buying the phone, at a considerable price, I returned to the manufacturer's promotion site again. This time, when I clicked the link to claim the earphones, I was presented with a list of eligible retailers, but the one I bought from wasn't included. I contacted the company asking for confirmation that my purchase would be eligible. The first reply said to forward them a copy of the invoice and they would look into it. Then I received a second reply from a different person, saying that the retailer I bought from isn't on the list, so tough luck.



After some investigation, I found that the retailer I used, is owned and operated by a retailer which is on the list of eligible sellers. I took screenshots of the parent company site and fired them off to the manufacturer asking if this was sufficient to claim the offer. 2 days later and no reply.



The earphones on offer cost £149. I feel gutted that I spent so much money on a phone, from a retailer suggested by the website running the promotion, to be told that this same retailer isn't eligible. How do I stand legally with this?

spadoosh

Assuming youre a retail customer you should be able to return the phone within 14 days.

So return the phone and buy form one of their approved retailers.

Theres usually a reason for parent companies. Things like targeting different customers or offering a different level of service. Im guessing you bought there because it was cheaper than the parents site? As such its not unreasonable to expect them to have access to different deals. Ie the company you bought from might offer a stack high sell cheap service with little to no additional services, where as the parent company offers, fantastic customer service, access to free headphone deals occasionally, consistnet and reliable stock which justifies them having the higher price.

Youre unlikely to be able to force them to give them to you.


Sorry i think ive misunderstood, you clicked a link on the promotions page saying free headphones, purchased throught the link and they later said it ineligible? That sounds like youve got a lot more to complain about.

Any chance you can share the manufactures promotions page so we can see?

agrinnall

I'd go along with spadoosh's suggestion to return for a refund and repurchase.



One question I would ask is whether the separate promotions site had the same offer available as on the main site. If not then I doubt if you have a (legal) leg to stand on, as you bought through a different machanism. Although as stated it would be useful to see the promotion itself.