Advice needed on my rights

DaviesXo2020

Not sure if I can post this here so please delete if not allowed. Just looking for some advice before purchasing something off amai contacted customer support to query an item I was interested in. In the photo it was shown as a bundle but it wasn't in the description but it didn't say anywhere that it wouldn't be included so I contacted them to ask if it was they said yes everything in the picture is included see screenshot, well I ordered it and nothing came with it so contacted them again today see the 2nd screenshot but they have completely washed their hands of the issue and denied it was supposed to be included so won't help. Do I have any rights due to the way it was advertised, and confirmed to me before and after sale or not they just don't care I feel deceived but don't know much about stuff like this  

the_lunatic_is_in_my_head

OP is it this product? 

https://www.amazon.co.uk/Cricut-Maker-Ultimate-Smart-Cutting-Machine/dp/B07RWDQSDZ

Did you buy from Amazon or a third party seller? 

DaviesXo2020

Yes it is this product & yes I did buy it directly from amazon 😊

the_lunatic_is_in_my_head

DaviesXo2020 said:

Yes it is this product & yes I did buy it directly from amazon 😊

Sadly their CS is all overseas and you won't get an offer for them to send you the missing pieces. Out of interest can you buy the accessories separately?

If not you should be able to simply open a return from the order history, select Missing Parts or Accessories and Amazon will collect with no charge.

If you can buy the accessories separately try to push them for a voucher to cover the cost of the missing bits. CS might not give you this but the managingdirector email address will probably yield a better result.

DaviesXo2020

I actually spoke to the manager after 4 hours and they said we can't offer you a replacement of the items because they're too expensive but I will offer you a £10 refund as a gesture of good will for the terrible service you have received. They admitted they was at fault but will not take responsibility. I've had all sorts of problems with them today it's been horrible 

DaviesXo2020

Their mentality is even though their ad makes it look like it's a bundle and 2 different told me it was they wasn't supposed to so won't do anything about it 🙄

2021BJ

DaviesXo2020 said:

Their mentality is even though their ad makes it look like it's a bundle and 2 different told me it was they wasn't supposed to so won't do anything about it 🙄

I don't think that it does. It's just a stock picture and it's not even the main picture, it's 4 pictures deep.


There is a description of what is in the box which does not mention these accessories and there's a bundle you can select on the page that DOES include them.  Additionally, the product description is "Cricut 2007004 Maker Machine, Rose" so it seems clear that it's not a bundle.

I'm sure you can find many product pages with other items shown in the pictures but I don't think it's reasonable to assume they're included. In fact, I'd always assume they're not and look to see if they are.

I think you did well to wrangle a £10 refund out of them, to be honest.

DaviesXo2020

I'm convinced they changed they ad today, because they were definitely deleting my messages of them saying it was included in the price 🙄

2021BJ

DaviesXo2020 said:

I'm convinced they changed they ad today, because they were definitely deleting my messages of them saying it was included in the price 🙄

If they said that, it sounds like a mistake.  People do make mistakes.

There is a question on the page asked about a month ago regarding whether the extra items were included and they have listed what's included and that doesn't include these items.

hello,

Please see below what is actuallt included in the box. The items on the picture show the whole range available.

Included in the Box

Cricut Maker Smart Cutting Machine
Rotary Blade & Drive Housing
Premium Fine Point Blade + Housing
Fine Point Pen
Two 12” x 12” Cutting Mats
USB Cable and Power Adapter
Design Apps (Windows, Mac, IOS, Android)
50 Free Ready-to-Make Projects
25 Sewing Patterns Patterns & Materials

DaviesXo2020

People was given different answers which is why I contacted amazon. I felt if anyone should know what it is they're selling it should be them. I have absolutely no idea if I was being fobbed off or if I they genuinely don't have to accept responsibility for telling me that everything was included I'm clueless 

2021BJ

DaviesXo2020 said:

People was given different answers which is why I contacted amazon. I felt if anyone should know what it is they're selling it should be them. I have absolutely no idea if I was being fobbed off or if I they genuinely don't have to accept responsibility for telling me that everything was included I'm clueless 

They didn't say everything was included on the product page. which is where it matters.  If they said it in a message, someone has made a mistake.  You can't hold them to that.