Help. Luxplus takes £8,99 for 2 years for nothing.

James

 

Luxplus Buyer Beware

I’m a 75-year-old widower who did a favour for another old lady in January 2021, I purchased lady products, under £10 from the Luxplus website.

By error or forgetfulness, I clicked on their become a member at £8.99 a month, now for over 2 years.

Why I didn’t spot the Direct Debit for £8.99 coming out every month is my fault for going paperless. I did spot it last week then checked back and back.  The only email I can find from Luxplus over the last 2 years  is confirmation of the initial order.

I emailed Luxplus (No phone number) explained the situation and asked for what they considered a reasonable refund as their confirmation of cancellation stated:

Your membership at Luxplus with username: James xxxxxxx  has been cancelled.

You have saved £ 0.00 on products in your membership period!

 

Their answer:

We inform our customers extensively about the membership when making a purchase. Every product clearly states 'member price' and our website is transparent about our concept. It is therefore up to the customer to take this into account and to manage the membership in their own accounts. Unfortunately, that is why I cannot give you a refund and I hope for your understanding.

 

Please write if there is anything else I can help with.

Basically they've had over £200 from me for zilch, zero, nothing and not even an email.  When I first checked I thought it was a  SCAM...maybe it is.  Any suggestions?

 

 

 

elsien

This may  have changed since you placed your order but when you go onto their webpage now there is a large pop up saying 

"The first 7 days are free. After that, it’s £8.99 per month – and you can cancel your membership at the end of each membership period. Read more"

Pretty hard to miss. It may well not have been there when you used them in quite such an obvious format  but it's not a scam. It's no different to signing up to a free trial of Amazon Prime or any of the other things people forget to cancel and pay for a lot longer than they might want to.

You can appeal to their goodwill but it's going to be  hard to prove you weren't made aware at the time.

Dazed_and_C0nfused

I'm not sure that your age, being a widower or going paperless is particularly relevant.

Being rich enough to not need to check your bank statements must be a nice position to be in.

You just need to put it down to experience and move on with life.

eskbanker

James said:

Basically they've had over £200 from me for zilch, zero, nothing

That £200 secured you the right to make discounted purchases for a couple of years - the fact that you didn't buy anything doesn't mean that you weren't entitled to.

If, for example, you bought a National Trust membership but didn't visit any of their sites, would you be asking them for a refund on the basis of not getting value for money?

However, unfortunately what it boils down to is that if you've already asked them about a refund and they've refused, you don't really have anywhere else to turn, in terms of consumer rights or bank regulations, etc.  Would the recipient of the purchase be willing to stump up some of the cost perhaps?

cmthephoenix

When I bought something from luxplus in December 2020 it was very extensively made clear to me that if I wanted their member price I would put on a trial of the membership that I had to cancel.
I decided not to take the member price but the regular price, which was very good compared to others - no doubt part financed by people that had forgotten to cancel their membership subscriptions.

Grumpy_chap

eskbanker said:

That £200 secured you the right to make discounted purchases for a couple of years - the fact that you didn't buy anything doesn't mean that you weren't entitled to.

If, for example, you bought a National Trust membership but didn't visit any of their sites, would you be asking them for a refund on the basis of not getting value for money?

I have to say, I do like your thinking here:

Every year I buy car insurance, buildings & contents insurance, breakdown insurance, etc.  They all give me the entitlement to claim if I need to.  I now think how it would be very MSE if I ask them all for a refund if I have not made a claim

James

Thanks to you all for taking the time to answer.  Appreciated.  Why would a widower (H), subscribe to a company that only sold ladies products?

There's no fool, like an old fool, who tends to forget things at times.

Enjoy your youth ......I did
.   

MorningcoffeeIV

James said:

Why would a widower (H), subscribe to a company that only sold ladies products?


.   

Presumably for the same reason they bought products from a company that only sold ladies products.

eskbanker

James said:

Thanks to you all for taking the time to answer.  Appreciated.  Why would a widower (H), subscribe to a company that only sold ladies products?   

Putting to one side the gender politics issues involved in that line of thinking, it's not actually factually correct anyway....

https://www.luxplus.co.uk/section/men

And were you in Line of Duty?

James

eskbanker. I stand corrected. Error regretted . Should have said,  a site I wouldn't normally visit. 

James

UPDATE:

Luxplus have been more than fair and generous:  I've just received an email from them:

We can make an exception and offer you a refund for 13 months? 

A company with a conscience.