Can a retailer renege after stating they're refunding the difference on a purchase?

MoneySavingBoff

Hello. I just spent an hour writing this thread and when I hit post it sent me to the login page and I lost it all. So forgive me but I'm going to write only the core information. Sorry, and I hope you can help.

I have a neurological disease that leaves me vulnerable, currently can't look after self. Also prone to obsessive paranoia, likely as a result.

Took delivery of a product on the 1st of February that I purchased over telephone from a retailer. On the 13th I saw it £100, 10%, cheaper elsewhere. Retailer offers price beat up to 7 days after purchase. I know, but didn't state, that under distance selling regulations I can indiciate I wish to return a product within 14 days of taking delivery. Phone them up on the 14th as their lines are only open from 10:00-17:00. Speak to M in customer service. Tell him I took delivery 13 days ago of a product I purchased over the phone and said that I saw it cheaper yesterday and asked if there was anything he could do. Asks for sale reference. Whilst I find the emailed receipt he asks for name and postcode to search that way. I give them to him as I find the sale reference number but he says he no longer needs it as he's found the order. Confirms order. Visits site and confirms price. Transfers me to mail order team. He explains to C in the mail order team the situation as I am prone to stammering and stumbling due to disease. Say hello to C, apologise if I stammer or stumble going forward, told that M has already explained the situation and that it's fine. Told that he knows the price beat is valid as he did one for another customer a little earlier, told that I'd receive a refund for £100 plus £10 price beat to the card I paid with. Didn't need to say anything. He asks if that's all right. I said "Yes thank you, that's wonderful!" and he said he'd get that done right away and that I'd receive an email "later that day"/"tonight" (he said both, these are quotes) with a new receipt updated to reflect this and with a new sale reference number.

I continue with day. Preparing to go to bed at 6, check emails+junk, no email. Slightly worried. Can't call back, lines closed, reassure myself it's probably nothing and that I can't do anything about it until tomorrow anyway. Proceed to lie there awake reflexively grabbing my phone and checking emails every time there's a notification sound. Eventually fall asleep at 20 to 1 and sleep for 3 hours. Wake up. Check emails. No email.

Can a retailer rescind a verbal telephone offer of a partial refund that had been acknowledged to be accepted to the point where I was told to expect the money back in 2-5 working days? I'm sure they record their calls but wouldn't trust any retailer to volunteer evidence against themselves. Don't really want to return under DSR as would need help to do so due to disease. Don't know if I even could any more since its the 15th and I took delivery on the 1st. Paranoia leads me to wondering if lack of written confirmation was deliberate so that I exceed DSR timeframe at which point they reject the refund as being outside of the seven days.

MoneySavingBoff

Just wanted to add, thank you to anyone who can offer any insight. Sorry I didn't include it in the original post, I was rushing to avoid another login screen.

(Also, I accidentally left in a "so" in place of a "do" and it's driving me nuts!)

((Also, I know I should always get everything in writing, they were just so pleasant and patient I didn't want to sound accusatory by insisting I receive an email confirming the refund when he'd just told me one was on the way.))

[Deleted User]

There doesn't seem to be anything to worry about.

The email will probably turn up in a day or so and you'll get your refund.

The call probably wasn't recorded but there won't be any need for that. There's no conspiracy against you. Just wait for the refund.

davidmcn

MoneySavingBoff wrote: »

Just wanted to add, thank you to anyone who can offer any insight. Sorry I didn't include it in the original post, I was rushing to avoid another login screen.

(Also, I accidentally left in a "so" in place of a "do" and it's driving me nuts!)

For future reference, there is an edit button if you want to change anything in your posts.

MoneySavingBoff

davidmcn wrote: »

For future reference, there is an edit button if you want to change anything in your posts.

I did notice that though it unfortunately didn't seem to want to function and remained greyed out. Quoting didn't work either. It seems to be an issue with the mobile version of the site, I've just requested the desktop version and, as you can see, the quote function works for me now. Thank you for the advice, though!

MoneySavingBoff

Deleted_User wrote: »

There doesn't seem to be anything to worry about.

The email will probably turn up in a day or so and you'll get your refund.

The call probably wasn't recorded but there won't be any need for that. There's no conspiracy against you. Just wait for the refund.

Thank you. It's not that I believe there's a conspiracy against me, but having witnessed the duplicity of people, most relevantly colleagues when I worked in retail, I become concerned when I realise I've left myself at a disadvantage should a conflict arise. The illness just indirectly exacerbates my reaction. I would still be interested to know if a retailer can rescind such an offer on the grounds of it contravening policy despite the promises of the representative.

dj1471

The offer itself isn't important as such.

If their T&Cs include a price match guarantee and you meet all the terms to qualify and apply for that guarantee then they're required by law to honour it.

If they made an error and you don't actually qualify for the guarantee for some reason then they wouldn't have to honour it.