Complaints Advice

Sandtree

rosiesmith11 said:

Aylesbury_Duck said:

rosiesmith11 said:

My initial contact was via a online form on their site and just said “Where is my machine?” 

The response was :- 

Thanks for your email. 

We apologise for any inconvenience caused so far. We are not cancelling the campaigns and all successful participants will receive their refund as a fact. 

Regarding delivery updates we are on hold until further notice. We will send an update as soon as we have your tracking number.

Thanks for your understanding and once again apologies. 

I then responded:-

Hi there,

I don’t understand your response. 

You’re issuing me a refund and I will still receive the washing machine?

I received no response, Despite the fact I KEPT responding via this thread. 

Yes - paid them £700 instead of the RRP of £1000+  The Ts and Cs (that I signed in order to join and prior to paying the £700) state no refund - but, would this email supersede that?

No.  Lack of a reply cannot be taken as agreement to your suggestion of having the refund and the machine.

It's clearly a mistake, and one which they're entitled to correct.

Okay - I wasn’t suggesting the lack of response is an admission of acceptance, but, more the initial that does state “refund” will be received “as a fact”. 

A link to the website so we can understand what the talk of a "campaign" is about and understand the flows of monies etc would be helpful as clearly this isnt just another AO.com selling goods nor a testing company flogging off used kit as nearly new.

Did you pay to be part of the "campaign" separately to paying for the machine or is it all wrapped up somehow? Are you technically paying for the machine or paying to be a tester and the machine is a free perk for being a tester?

Ergates

rosiesmith11 said:

Aylesbury_Duck said:

rosiesmith11 said:

My initial contact was via a online form on their site and just said “Where is my machine?” 

The response was :- 

Thanks for your email. 

We apologise for any inconvenience caused so far. We are not cancelling the campaigns and all successful participants will receive their refund as a fact. 

Regarding delivery updates we are on hold until further notice. We will send an update as soon as we have your tracking number.

Thanks for your understanding and once again apologies. 

I then responded:-

Hi there,

I don’t understand your response. 

You’re issuing me a refund and I will still receive the washing machine?

I received no response, Despite the fact I KEPT responding via this thread. 

Yes - paid them £700 instead of the RRP of £1000+  The Ts and Cs (that I signed in order to join and prior to paying the £700) state no refund - but, would this email supersede that?

No.  Lack of a reply cannot be taken as agreement to your suggestion of having the refund and the machine.

It's clearly a mistake, and one which they're entitled to correct.

Okay - I wasn’t suggesting the lack of response is an admission of acceptance, but, more the initial that does state “refund” will be received “as a fact”. 

It does, but it's not clear on what you're being refunded, or if it would be a full or partial refund.  It's a very badly written statement that isn't at all clear (hence your response).  "as a fact" doesn't really mean anything - for starters, it can't be a "fact" if it's something that hasn't happened yet.

As other have said though - it would be astronomically unlikely that they'd ever give you a full refund *and* let you keep the machine.  That just doesn't happen for something worth £1000.

sheramber

and all successful participants will receive their refund as a fact. 

Successful, in what way. 

What did it say about refunds in the initial joining up.

Naming the website would make it easier for people to understand exactly what the deal was.

mattyprice4004

You can keep the machine or have a refund, as per option C. 
I can't see that expecting both is fair; people make mistakes. Either keep the machine or arrange for them to collect and get your refund.