Furniture 123, Charge For Calls Email Said Free And Paid For Next Day Got Two Weeks Later

AlexBrundrett

Help, I am feeling I have been ripped off due to funiture123 failing and lying. Basically, I ordered a bed for my son on 30/11/2018, it said order within 30 minutes for next day deleivery, so I paid the £19.95 to have it delivered on the 1/12/2018 (finally got it 15/12/2018). I got an email from them confirming this, then I got an email from the courier saying it will be delivered on the 3/12/2018. I looked on their site and the number said 13p/min, but they said check you email for a free number. So I checked my email (yes I didn't notice the number was the same):

[FONT=&quot]Thank you for shopping with us! Your sales order number is XXXXXXX.[/FONT]

[FONT=&quot]Your order information and estimated delivery date are below. If you need to make any changes to your order please contact us on 0871 984 1924 (free as part of your inclusive minutes or charged at local rate), you can find our opening times here.[/FONT]
[FONT=&quot]Your delivery date: [/FONT]
[FONT=&quot]01/12/2018[/FONT]
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[FONT=&quot]So I called, they said they would reduce it to standard postage and refund the differece, we arranged a new delivery fo the following Satuarday. Said they would be there in my 2 hour slot, 2-4pm, they arrived 12 noon. due to having to race home to let them in, I said are they bit boxes, the driver sai no, we just have the 3 boxes.[/FONT]
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[FONT=&quot]Later that night I checked them, only had 3 of the 4 boxes! so had to ring them again, I used the same number off the email, they blamed the courier, said I would get a call back within 48, nothing, I had to ring again. Anyway, after 6 calls, managed to get the missing box with damage.[/FONT]
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[FONT=&quot]Thn gone my phone bill, I'd been charged £23.08 for phoning them, they said would be free. checked my account and no refund. I refused to phone, so messaged them. They gave £10 refund for deleivery (I don't thinK I should have paid for being so late) then a £15 for "[FONT=&quot]Agreed Amount To Settle all Outstanding Claims" I did not agree to. and said: "[FONT=&quot]We do not cover phone bill charges as we offer the free phone number inclusive in your minutes and also have free Live Chat services alongside emails. As a good will gesture for any inconvenience this has caused, I have credit your account £15 to go towards these charges." Their email said this number, why should I be out.[/FONT][/FONT][/FONT]
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[FONT=&quot][FONT=&quot][FONT=&quot]So Should I get A full refund for the calls and/or the postage, I'd given up on sending back after spending 3 hours building it and noticed one part had been damaged (the final missing box!)
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davidmcn

So you're now just quibbling about the £8.08 balance?

The days are long gone when you could reliably predict what anybody else would be paying to make a particular phone call. You need to check the tariff you're on. Admittedly the retailer shouldn't be predicting that you have any such thing as "inclusive minutes", but it hardly looks like they were guaranteeing the calls would be free.

Korkyb

They Are in the right?

Sorry but (free as part of your inclusive minutes or charged at local rate) looks pretty clear to me.


I think the £15 goodwill is a result and I'd put the £8 odd down as a lesson learned.


I always check what I'll be charged before dialing - it can be a bit of a minefield.

Ian011

AlexBrundrett wrote: »

contact us on 0871 984 1924 (free as part of your inclusive minutes or charged at local rate)

There are numerous issues here.

Firstly, once you have ordered, it is illegal for a premium rate 084, 087 or 09 number to be offered for any further customer contact. The regulations came into force on 13 June 2014 and require the full call charge to be refunded.

Complain both to the company and to the Citizen's Advice national Consumer Helpline who can escalate this to Trading Standards for further action if necessary.

Secondly, the call charges mentioned alongside the number are completely incorrect. The actual charge consists of a Service Charge of up to 13p per minute which must be stated immediately alongside the number and an Access Charge which varies depending on which phone provider the callers uses. At present, the Access Charge can be up to 15p per minute from landlines or up to 58p per minute from mobiles.

The incorrect and misleading call charge declaration can be reported to ASA, but more importantly the number should be changed to comply with consumer protection regulations.

Given the call charge information was so badly wrong, maybe this was meant to be printed as an 0371 number. The stated call charges would be correct for an 03 number and such a number would comply with the regulations on after-sales calls.