Combo deal with 1 faulty item

Swagoo

I bought a combo deal on some hifi equipment

Speakers £1000
Streaming box £500

If purchased together the price was £1350. 10% discount.

The speakers are faulty and have been returned. But they are only refunding me £850. They say the combo offer is no longer valid so I have to pay £500 for the streaming box. I said I never would have bought the box alone for £500 but they don't care

Who is right here? I understand the 10% discount but shouldn't I get £900 at least?

DoaM

Timeline?

When did you buy?
When did you receive? (If different)
When did the fault occur?
When did you notify them?
When did you return the speakers?
When did they give the refund?

Paul_DNAP

I would have been insisting on returning the entire combo, as one part is no good without the other.


But yes, I think your last line is right, it is wrong of them to allocate the entire discount to one item this way. The items were £1000 + £500 = £1500 pre-discount and they should be £900 + £450 = £1350 post discount and not £850 + £500 = £1350.


What they are selling it for now is irrelevant, it's what you paid at the contractual sale point that counts.


Push them for the extra £50 or a refund on the entire lot.

DoaM

Paul_DNAP wrote: »

Push them for the extra £50 or a refund on the entire lot.

That's why I've asked for the timeline.

Also, was this an in-store or online purchase?

Swagoo

Online purchase about 2 weeks ago. Timing isn't an issue. Both items are covered by a 30 day money back guarantee.

The speakers were returned yesterday. They offered free return on the faulty item.

They will refund the full £1350 but only if I return the streaming box separately at my own expense. As I have no use for the streaming box anymore without the speakers, I also think making me pay for this return is unfair.

Paul_DNAP

That's possibly as good as you're going to get, but you really ought to be able to push them to cover the postage as it's still a faulty purchase, even if it's two items in a bundle.


Of course, you could use the streaming box with different speakers? Or is it a bespoke connection?

Swagoo

The box can be used with different speakers, but depends which speakers I end up buying. Some speakers won't need the box. My plan was to keep the box in case I find a future use for it, so I sent back the speakers on their own yesterday. That was before I knew they were going to move all of the discount (£150) from the value of the speakers! I never even considered they would try to pull something like that. So at that point I thought forget it, I'll return the box as well. But as I say, they say this must be at my own expense which again I don't think is reasonable.

I still think the right thing to do here is honour the individual purchase prices and refund £900. I'm still in email exchange with them.

I find the whole thing a bit embarrassing on their side. They sell very expensive equipment yet £50 is more important than treating customers fairly? I did not buy an £850 pair of speakers and a £500 box, in my opinion I bought £900 speakers and £450 box.

I don't know if I can share company details on here.

NCC-1701

Swagoo wrote: »

The box can be used with different speakers, but depends which speakers I end up buying. Some speakers won't need the box. My plan was to keep the box in case I find a future use for it, so I sent back the speakers on their own yesterday. That was before I knew they were going to move all of the discount (£150) from the value of the speakers! I never even considered they would try to pull something like that. So at that point I thought forget it, I'll return the box as well. But as I say, they say this must be at my own expense which again I don't think is reasonable.

I still think the right thing to do here is honour the individual purchase prices and refund £900. I'm still in email exchange with them.

I find the whole thing a bit embarrassing on their side. They sell very expensive equipment yet £50 is more important than treating customers fairly? I did not buy an £850 pair of speakers and a £500 box, in my opinion I bought £900 speakers and £450 box.

I don't know if I can share company details on here.

Why don't you know? Of course you can!

DoaM

Swagoo wrote: »

I did not buy an £850 pair of speakers and a £500 box, in my opinion I bought £900 speakers and £450 box.

How was the invoice structured? Did it only have a total package price of £1,350, or was each item priced separately and then a package discount applied?

Swagoo

It's a single line on the invoice, listing both items, and the price of £1349

It doesn't show anything about the 10% discount.

unholyangel

Remind them under the consumer rights act that if you have the right to reject some of the goods, you have the right to reject all of the goods.

And return costs where goods don't conform to contract are the liability of the retailer always - whether its your obligation to return or theirs to collect depends on whether you agreed to return them. If not then your only obligation is to make them available for collection