Free upgrade - company now wants it returned?

jamesthecatx

Hi all

So - I placed an order online for a multi function penknife (quite an expensive one) , the delivery charge was for 3-5 business days. After 8 business days I found their phone number online and tried to call but the number isn’t valid.
I then emailed about 5 times and didn’t receive a response.

I searched Trust pilot and found multiple complaints about customers not receiving their goods, a fake phone number and no response to emails so i started to panic. I posted an honest review online with the facts and thought oh well ive lost my money.
As soon as i posted the review customer service emailed me and apologised for the delay and offered a free upgrade to my order to a better model and to throw in a free gift to compensate for the delay. They then promised to expedite the order and get it shipped ASAP.
That was 8 business days ago - again i sent 5 emails none of which were answered. So i went back to Trust Pilot and edited my review to say that the service went from very good to poor. Suddenly Ive received an email saying that they have posted the items and I should get it on Monday but they want the items back and they will refund me.

Where do i stand legally? Do I have to accept a refund? Surely an email offering me an upgrade and free gift counts as a legal contract?

thanks

Aylesbury_Duck

I'd get back onto Trustpilot and edit your review again, it seems to be the only way they respond.

I suspect the whole thing is a charade anyway.  No goods, a fake number, no email response....it's looking a racing certainty it's a scam site. I bet your goods were never dispatched in the first place, or the second.  Whilst their new offer might be contractually binding, it's not worth anything if they're a scam site in the first place.

photome

I doubt you will ever receive anything, or if you do it won’t be anything like you are expecting

shaun_from_Africa

What was the website that you ordered from?

jamesthecatx

shaun_from_Africa said:

What was the website that you ordered from?

Hunters knives :  she’s adamant that I will receive the item on Monday. But in her email she says the free gift and upgraded knife they’ve sent was shipped as a mistake therefore I need to return it. But I have email trails where she agrees to the upgrade and the free gift.

the_lunatic_is_in_my_head

jamesthecatx said:

shaun_from_Africa said:

What was the website that you ordered from?

Hunters knives :  she’s adamant that I will receive the item on Monday. But in her email she says the free gift and upgraded knife they’ve sent was shipped as a mistake therefore I need to return it. But I have email trails where she agrees to the upgrade and the free gift.

Then tell them to take you to small claims! 

theoretica

I would wait until you see what you actually receive.  Do trust pilot reviews get deleted if the transaction is reversed so you are no longer an authenticated buyer, or aren't these linked?

Supersonos

the_lunatic_is_in_my_head said:

jamesthecatx said:

shaun_from_Africa said:

What was the website that you ordered from?

Hunters knives :  she’s adamant that I will receive the item on Monday. But in her email she says the free gift and upgraded knife they’ve sent was shipped as a mistake therefore I need to return it. But I have email trails where she agrees to the upgrade and the free gift.

Then tell them to take you to small claims! 

Looks like they're a Spanish company, so guessing that won't work.

the_lunatic_is_in_my_head

Supersonos said:

the_lunatic_is_in_my_head said:

jamesthecatx said:

shaun_from_Africa said:

What was the website that you ordered from?

Hunters knives :  she’s adamant that I will receive the item on Monday. But in her email she says the free gift and upgraded knife they’ve sent was shipped as a mistake therefore I need to return it. But I have email trails where she agrees to the upgrade and the free gift.

Then tell them to take you to small claims! 

Looks like they're a Spanish company, so guessing that won't work.

I meant the OP will (hopefully) receive what the company agreed to supply so OP doesn't have any obligation to return the goods and there isn't much the company can do about enforcing their request. 

Just ignore them is the answer.

shaun_from_Africa

How did you pay for the original item?
If it was with a credit or debit card, it might be worthwhile contacting your card issuer and advising them not to accept any further payment requests from Hunters Knives just in case they try to take the extra money for the upgraded order.

born_again

shaun_from_Africa said:

How did you pay for the original item?
If it was with a credit or debit card, it might be worthwhile contacting your card issuer and advising them not to accept any further payment requests from Hunters Knives just in case they try to take the extra money for the upgraded order.

Card companies can't stop payments to retailer in that way.
Banks are not the police, or set up to police iffy retailers.
There are ways and means that funds can be reclaimed.

As a aside OP has not posted the actual website, so it is possible (long shot) that it was not the genuine retailers site used.