Millies Cookies - incorrect order refund policy

Wonka_2

Order placed for birthday cookie which was delivered on time but with name spelt incorrectly which mis-gendered the recipient.

Reported immediately to Millies as per their T&C's but 3 weeks on and their final offer is a 50% refund which they claim is at their discretion or a £10 Millies Cookies voucher.

Total order price was just under £30 inc postage and paid by credit card

They refuse to provide an escalation policy and suggest I go to trading standards if I don't agree with their offer.

Obviously S75 doesn't apply as under £100 - any suggestions before I just give up (which really galls me to do)

eskbanker

Chargeback via your card provider, goods not as described.

sheramber

Did you eat the cookies?

Wonka_2

eskbanker said:

Chargeback via your card provider, goods not as described.

Thanks - but thought this was only debit cards.

Every day is a learning day and I'm now on the phone to card issuer initiating a chargeback

ETA Chargeback now raised - let's see whether it gets disputed

Wonka_2

sheramber said:

Did you eat the cookies?

I didn't and nor did the recipient. The recipients flatmates did but only after Millies had given permission as they had the photo evidence of the incorrect item

Alderbank

So for example instead of 'Happy Birthday Marian' you got 'Happy Birthday Marion'?

Their published T&Cs, which are a binding part of the contract, are pretty clear on this:

14. If upon delivery the product is damaged, different from the one you have ordered (for example of a different colour or the wording is incorrect), or the order is incomplete, when you receive it, please notify us immediately for investigation, if found to be the case we will credit or refund your purchase.

It sounds like they are trying to claim that 'refund your purchase' only means they might give you a partial refund.
That doesn't fly - the ordinary meaning of 'refund your purchase' is 'give you back what you paid'.

MattMattMattUK

Wonka_2 said:

Order placed for birthday cookie which was delivered on time but with name spelt incorrectly which mis-gendered the recipient.

Just for clarity, was the name spelt wrong because it was submitted wrong, or was it spelt wrong because the bakery did not put on the cookie what was requested? 

eddddy

Wonka_2 said:

... their final offer is a 50% refund which they claim is at their discretion or a £10 Millies Cookies voucher.

Total order price was just under £30 inc postage and paid by credit card

Going a little off-topic..

Does the company agree that they've made an error? Or might they be thinking that you're trying to 'scam' them into getting a refund for birthday cookie that was completely correct?


If they agree they made an error, it seems amazing that a "high street brand" is kicking up such a fuss over £15.

For example, the damage to their brand's reputation from this thread, and you telling friends to avoid them is likely to be much greater than £15.

If, instead, they'd said - "We're really sorry that your special day was spoiled - here's a full refund plus a £10 voucher" - you might have laughed off the error, and praised them to friends and and family for the nice way they treated you.


(It's a bit like back in my student days, there was a pizza place who would not charge you for a pizza if they made a mistake with the toppings. So students were really pleased if they made a mistake. And their policy made them very  popular - even though they very rarely made mistakes.)


The cookie stores are franchises. Out of interest, have you been dealing with a franchisee at a store (who might not be very business savvy, and might not understand about brand reputation), as opposed to somebody at head office?

Okell

Wonka_2 said:

sheramber said:

Did you eat the cookies?

I didn't and nor did the recipient. The recipients flatmates did but only after Millies had given permission as they had the photo evidence of the incorrect item

Apologies for asking, but was the recipient so upset that they couldn't bear to eat the offending cookie?

Wonka_2

Okell said:

Wonka_2 said:

sheramber said:

Did you eat the cookies?

I didn't and nor did the recipient. The recipients flatmates did but only after Millies had given permission as they had the photo evidence of the incorrect item

Apologies for asking, but was the recipient so upset that they couldn't bear to eat the offending cookie?

No - but if I were being 'woke' I'm sure I could've played this card.

They honestly just didn't fancy it on that day and by they time they did it had gone  

Wonka_2

MattMattMattUK said:

Wonka_2 said:

Order placed for birthday cookie which was delivered on time but with name spelt incorrectly which mis-gendered the recipient.

Just for clarity, was the name spelt wrong because it was submitted wrong, or was it spelt wrong because the bakery did not put on the cookie what was requested? 

Name was spelt wrong vs order and Millies have accepted it was produced/delivered wrongly