Price protection between purchase and delivery query

girlwho

Hello! 

Any help would be great. Bought a pent log cabin over the phone for £2899.99 - I asked if the price was reduced in the 4-6 weeks whilst I was waiting for delivery would I get a refund. The sales person said yes which reassured me. 

Anyway - delivery was booked for Mon 12th June. On Sunday 11th in the evening I had a look at the cabin again and saw it had been reduced by £430. 

I couldn't contact first thing in the morning as I had work/2 children - my husband took delivery at 4pm that day. Phoned after I got back from work and told to email customer services who are now not honouring the price drop, even though the price dropped before I took the delivery? They are saying I contacted too late (1 hr after delivery). 

Is there anything I can do to take it further? Feel like I've been misled when I made the purchase originally. They're being cagey as to when they actually dropped the price too. 

Thanks for any help. 

girlwho

Hello! 

Any help would be great. Bought a pent log cabin over the phone for £2899.99 - I asked if the price was reduced in the 4-6 weeks whilst I was waiting for delivery would I get a refund. The sales person said yes which reassured me. 

Anyway - delivery was booked for Mon 12th June. On Sunday 11th in the evening I had a look at the cabin again and saw it had been reduced by £430. 

I couldn't contact first thing in the morning as I had work/2 children - my husband took delivery at 4pm that day. Phoned after I got back from work and told to email customer services who are now not honouring the price drop, even though the price dropped before I took the delivery? They are saying I contacted too late (1 hr after delivery). 

Is there anything I can do to take it further? Feel like I've been misled when I made the purchase originally. They're being cagey as to when they actually dropped the price too. 

Thanks for any help. 

girlwho

Apologies, realise this is wrong thread. Have posted instead in consumer rights. Can't seem to find a delete option anywhere!

MattMattMattUK

girlwho said:

Hello! 

Any help would be great. Bought a pent log cabin over the phone for £2899.99 - I asked if the price was reduced in the 4-6 weeks whilst I was waiting for delivery would I get a refund. The sales person said yes which reassured me. 

Anyway - delivery was booked for Mon 12th June. On Sunday 11th in the evening I had a look at the cabin again and saw it had been reduced by £430. 

I couldn't contact first thing in the morning as I had work/2 children - my husband took delivery at 4pm that day. Phoned after I got back from work and told to email customer services who are now not honouring the price drop, even though the price dropped before I took the delivery? They are saying I contacted too late (1 hr after delivery). 

Is there anything I can do to take it further? Feel like I've been misled when I made the purchase originally. They're being cagey as to when they actually dropped the price too. 

Thanks for any help. 

Probably not, being that you are highly unlikely to have any legal rights here. 

When you say you purchased over the phone, was the entire transaction over the phone, or just the payment, had you previously been to a showroom/garden centre to view the cabin? Was it made for you/bespoke, or just a standard size?

girlwho

Yes the entire transaction was over the phone, I hadn't been to a showroom or anything. I saw it online and purchased over the phone to try and arrange delivery of a separate plastic base a bit earlier. It's one of their standard log cabins. 

It's their own company policy I realise, just feel like they sold it to me giving me this extra reassurance (I was thinking about waiting until the end of may bank holiday to order in case of any offers) and he said, 'don't worry, if the price drops at all between now and delivery then we will refund you the difference'. 

It most certainly had been reduced before I received delivery as I saw it reduced at the weekend, but couldn't phone as lines were closed, but they're saying because I contacted after delivery (a difference of 2 hours) that they won't refund. 

DullGreyGuy

In principle you can reject the goods under the CCR, as an off premises sale, return them and then buy again at the lower price. 

The issue will come over who has to pay for the return and how much that will cost you if its you. 

girlwho

It's so much timber and my husband has already moved half of it - don't think he'd forgive me if I tried to return it and have it redelivered! 

I'll still continue to plead my case and won't let it drop too easily, hopefully I will get somewhere with it. 

Alderbank

You paid the price agreed at the point of sale. You have no legal right to any reduction.

However you do have the statutory right to change your mind, cancel the sale and send the cabin back for a full refund. You have to pay the return shipping costs which could be £200 or more, but there would be significant costs and inconvenience for the trader as well.

Speak to them again, to a more senior manager if possible, and calmly and politely discuss your options making it clear that you know about your right to cancel. I think they will try to strike a deal you are happy with.

born_again

2 threads on same subject.

https://forums.moneysavingexpert.com/discussion/6452701/dunster-house-price-protection-between-purchase-and-delivery#latest

TELLIT01

How have you been scammed?  The vendor has no way of knowing that you checked the price the day prior to delivery so you could be trying to scam them.  You only made contact after delivery.

Just as a general observation, not directed specifically at the OP, I wonder if people would be just as happy to pay more if the price increased before order being placed and item delivered?

DullGreyGuy

girlwho said:

It's so much timber and my husband has already moved half of it - don't think he'd forgive me if I tried to return it and have it redelivered! 

I'll still continue to plead my case and won't let it drop too easily, hopefully I will get somewhere with it. 

Check who has to pay for return... if its them then they'd obviously be silly to enforce the need to return and redeliver. Even if you do they lose whatever delivery cost they had and so there is still grounds for a negotiation even if you dont get the full discount.