Inaccurate photo on website

pk99

Hi,
[FONT=&quot]I bought some electrical goods online from a specialist socket centre. One item, a bathroom shaver socket, had the wrong photograph. I only realised this mistake when it arrived. I wanted silver - this was black. The photo was clearly of a silver socket. When I asked for a replacement, the company refused to pay for the return postage. I complained and they admitted the photo was wrong but said the text was correct. I protested again and they refused again, their excuse being that the photo was also wrong elsewhere! I know the law says goods much match their online description, but does this apply to photographs? I’m assuming I’d better pay to return the item within 14 days, and I intend to write another formal letter of complaint (although there is no ‘how to complain’ tab on the website). But ... Is it worth contacting an organisation such as the theretailombudsman.org.uk? [/FONT]

DoaM

Was there any note on the website regarding the photo, such that it may not fully represent the actual product?

BoGoF

Was the text description correct or not?

pk99

No. Each item on the website has a photo and a matching description. Most of the others seem to match as far as I could tell. In this case, the written description did NOT match the photo, and I unfortunately believed the picture, not the text. It described it as 'black nickel', although the photo was of a silver item. I just thought it was an error.

pk99

Yes. The written description said the item was black nickel, and that's what arrived. I had assumed the photo would be accurate, but no.

Redredrobin

It may not have been a wrong photo , have a look on Screwfix site the black nickle switches do look silver even though the actually aren't

DCFC79

pk99 wrote: »

No. Each item on the website has a photo and a matching description. Most of the others seem to match as far as I could tell. In this case, the written description did NOT match the photo, and I unfortunately believed the picture, not the text. It described it as 'black nickel', although the photo was of a silver item. I just thought it was an error.

Easier to quote a post, helps other posters know who your replying to.

Alfrescodave

I often find on ebay that the picture and text description do not match and in almost all cases the text is correct probably because people copy and paste stock photos.

This seems to be what has happened for you.

pk99

Good thinking. Have just checked out Screwfix and I take your point. I'll probably save my sanity and let this one go. Thanks!