Wowcher refund for faulty product

Techbe

Hello, 

Looking for some advice.

Bought an ottoman bed of Wowcher 10 months ago. The Ottoman part of the bed has snapped off the side and can’t be fixed. 

There is barely anything under the bed and all I’ve done is slept on and it’s suddenly gone in the night.

Wowcher have said I need to go through the merchant. Do my rights not go through Wowcher since they I have them the payment ?

the email they’ve given me for the merchant also doesn’t look real. Similar style to this 38747373ajdjfhhdj@btinernet.org 

I paid my credit card if that helps 

Olinda99

When you pass the wowcher code to the merchant who is supplying the products or services, you will be forming a separate contract with that merchant for the products or services whereby they agree to provide you with the products or services in exchange for your voucher.

Olinda99

 When you buy a wowcher, you form a contract with Wowcher whereby you pay Wowcher and Wowcher provide you with a multi-purpose wowcher voucher. As the wowcher is multi-purpose, you can choose to redeem it in a number of ways - you can redeem it: (a) for the deal that is listed in the wowcher (the "headline" deal); (b) towards any other deal on the Wowcher website; (c) for Wowcher Wallet credit; or (d) in the Wowcher Shop at www.wowchershop.co.uk.

When you redeem your wowcher with a merchant, you are forming a second contract with the merchant that is separate to the contract with Wowcher.

Under the separate contract with the merchant, the merchant agrees to provide you with the products or services in exchange for your voucher.

Just to summarise this means you have two contracts: one with Wowcher for the wowcher itself and a second contract with the merchant for the products or services that you redeem the wowcher for.

Techbe

They’ve provided an email to the merchant which I’ve emailed but the format doesn’t make it feel like it’s legit. 

Would that be Wowcher responsibility to ensure they provide a valid communication option? 

Olinda99

the format is fine. email and see if you get a reply

does a google search list the mercjant ?

Techbe

Olinda99 said:

the format is fine. email and see if you get a reply

does a google search list the mercjant ?

I’ve requested the name of the merchant as the one showing on the email is now starting it’s not longer operating when I Google them 

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Techbe

powerful_Rogue said:

Techbe said:

Olinda99 said:

the format is fine. email and see if you get a reply

does a google search list the mercjant ?

I’ve requested the name of the merchant as the one showing on the email is now starting it’s not longer operating when I Google them 

If they have closed down, gone into administration etc then you could be out of luck.

I’ve paid for it on credit card so I’m going to ask them as well 

longjohnjohnson

Techbe said:

powerful_Rogue said:

Techbe said:

Olinda99 said:

the format is fine. email and see if you get a reply

does a google search list the mercjant ?

I’ve requested the name of the merchant as the one showing on the email is now starting it’s not longer operating when I Google them 

If they have closed down, gone into administration etc then you could be out of luck.

I’ve paid for it on credit card so I’m going to ask them as well 

The problem is you paid for a voucher on your credit card, which you received.  There won't be a chargeback or S75 route for this, and that's very much by design.

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pinkshoes

Techbe said:

Hello, 

Looking for some advice.

Bought an ottoman bed of Wowcher 10 months ago. 

This is the problem. You didn't buy the Ottoman from Wowcher. You bought a VOUCHER from Wowcher.

Wowcher supplied you with the voucher that you paid with your credit card done. An S75 therefore is not possible as you got the voucher.

You then exchanged the voucher for an Ottoman with another company. If this company have gone bust, then you have an issue.

Your only option is to go back and keep pestering wowcher as they have supplied a voucher for a product that was substandard. You might not get very far, but it's worth a try. At best, you can expect them to give you another voucher, but you certainly won't get a refund.

In future, avoid Wowcher. Most things I have ever been tempted by on Wowcher, I have then found for almost the same price direct from the merchant.