My miss understanding on "Offer" or the business didn't want to honour the "Offer"?

KinderScout2019

TL,DR: 
OFFER: "spend £60 and save 20% plus receive a complimentary ManKind Clear Travel Bag with code SPEND20."

mankind.co.uk business said, you get 20% discount with SPEND20, but your order (after discount) needs to be above £60 to get the complimentary ManKind Clear Travel Bag.

A complimentary bag is nothing, but I hope this should not happen to other person, so I plan to complain to trading standard and move on with my life. Before I do that, I hope to hear your opinion. And hope this thread can warn other of this issue also.

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Hi all,
Hope all are doing well and preparing for Christmas!

I recently bought from this website: mankind.co.uk
There was an Offer below:

SAVE UP TO 20%* + FREE GIFT

Spend £40 and save 10% with code: SPEND10 or spend £60 and save 20% plus receive a complimentary ManKind Clear Travel Bag with code SPEND20. Valid across selected products. Discount applies to RRP.



The promotion is still there, you can see for yourself
https://www.mankind.co.uk/clinique-for-men-face-wash-200ml/10921701.html

My order was 4x Clinique for Men Face Wash 200ml, with a total £66.00 (before discount)
The system accepted the "SPEND20" discount code and brought the amount down to £52.80.

When I received the parcel, I was expecting my order + "a complimentary ManKind Clear Travel Bag"

But there was no "complimentary ManKind Clear Travel Bag" in the parcel.

I reached out mankind.co.uk, their feedback was below and refused to help.

1st reply: "Our offers are spontaneous and offered for a limited period of time"
I challenged them, this was not true, because when I ordered, there promotion was there.

2nd reply: "Kindly note that in order to receive the Mankind clear travel bag, you needed to spend £60 to receive it and your order total charge was below £60."
I challenged them, the system accepted "SPEND20" code, and I should entitled for both 20% and a complimentary bag.

3rd reply: "We are unable to honour the price as all our discounts, offers and promotions are subject to change. However, if you wish to return your order and reorder at the discounted price, you can arrange a return via our returns page on site or through your account under My Orders."
I disagreed, it was they forget to send me the complimentary bag.

4th reply: "I can see post discount this order totalled at £52.80 this is not above the £60 mark for the free gift. Therefore, this was not honoured on this occasion. The total of the order post discount needed to be £60 so on this occurrence there is not much I can do due to the fact I cannot add free gifts to orders."
I challenged them that the promotion wordings tell a different story

5th reply: "Please be advised that the above is correct; however, the free gift offer is only applicable to the price of the order after your discounts have been applied.

Please note that the threshold of £60 would need to be met after you have applied "SPEND20".

Please note that these terms of usage have been noted on our offer, and do also apply to all offers."

I didn't see any terms and conditions with the promotion. But obviously they just wanted to brush me off. A complimentary bag is nothing, but I hope this should not happen to other person, so I plan to complain to trading standard and move on with my life. Before I do that, I hope to hear your opinion. And hope this thread can warn other of this issue also.

Many thanks.

km1500

but you didn't spend £60 you spent £52.80

you can confirm this by looking at your bank statement or credit card statement or however you paid

Debbie9009

I would say the offer is very clear, you need to spend £60 to qualify for the free bag and you didn’t spend £60 so don’t qualify for the free bag.  That’s how I read the offer. 

HillStreetBlues

I would expect the travel bag as well
spend £60 and save 20% plus receive a travel bag.

For me it works two ways: I need to have £75 in basket ,  then I get the discount and free travel bag. As then I would have "spent" £60 to get discount plus travel bag.
Or  I need to have "spent" £60 in basket  and then get discount plus travel bag.

As the "spend" was applied to basket to get the 20% I would also expect the travel bag treated in same way.

MikeJXE

As always read and UNDERSTAND the terms and conditions 

This forum is teeming with post where that simple rule is not observed 

diinozzo

It's your misunderstanding. You didn't spend £60. Good luck with TS!

the_lunatic_is_in_my_head

I think the other replies are missing something, the offer says:

Spend £60 and save 20% + free gift* with code: SPEND20

*Receive a complimentary ManKind Clear Travel Bag when you spend £60 with code SPEND20.

So either you add £60 min to basket and get 20% off and a free gift or you add £72 min to basket and get 20% and a free gift.

Adding £60 but less than £72 to basket, getting 20% and not getting a free gift doesn't meet the terms which ever way you look at it. 

I also disagree with the reading of the wording, based on any other offer I've ever used, I would expect to add £60 min to my basket and get 20% and the free gift. 

OP The Hut (who run that site) are not famed for customer service in my view, you are better off complaining to the ASA:

https://www.asa.org.uk/make-a-complaint.html

Ultimately their opinion is worth more than yours or ours  

HillStreetBlues

km1500 said:

but you didn't spend £60 you spent £52.80

you can confirm this by looking at your bank statement or credit card statement or however you paid

But if you base it on what you paid (£52.80) then there shouldn't a 20% discount as that's below £60

HillStreetBlues

the_lunatic_is_in_my_head said:

I think the other replies are missing something, the offer says:

Spend £60 and save 20% + free gift* with code: SPEND20

*Receive a complimentary ManKind Clear Travel Bag when you spend £60 with code SPEND20.

So either you add £60 min to basket and get 20% off and a free gift or you add £72 min to basket and get 20% and a free gift.

Adding £60 but less than £72 to basket, getting 20% and not getting a free gift doesn't meet the terms which ever way you look at it. 

I also disagree with the reading of the wording, based on any other offer I've ever used, I would expect to add £60 min to my basket and get 20% and the free gift. 

OP The Hut (who run that site) are not famed for customer service in my view, you are better off complaining to the ASA:

https://www.asa.org.uk/make-a-complaint.html

Ultimately their opinion is worth more than yours or ours  

It's £75, £72 with 20% discount = £57.60.
But we agree with everything else

km1500

HillStreetBlues said:

km1500 said:

but you didn't spend £60 you spent £52.80

you can confirm this by looking at your bank statement or credit card statement or however you paid

But if you base it on what you paid (£52.80) then there shouldn't a 20% discount as that's below £60

ah but you did spend £52.80 but what you got for that was £60 worth of goods

for example - say you went to Sainsbury's and chose £60 pounds worth of wine and it was a 25% off weekend and you went to the till and you paid £45

you then went home and someone said how much did you spend at sainsburys you would reply £45

Grumpy_chap

Spend £40 and save 10% with code: SPEND10 or Spend £60 and save 20% + free gift* with code: SPEND20

3998 results

*Receive a complimentary ManKind Clear Travel Bag when you spend £60 with code SPEND20.

Discount applied to RRP

It is poorly worded.
I think they are saying that you still need to spend the £60 with (after applying) the code SPEND20 to still get the travel bag.

I can see how the website has been read differently.

Unfortunately the Ts&Cs don't help in the section referring to free gifts (and nor could I see any other section that particularly applies):

23. Gift With Products Promotions

23.1 Where we are offering a free gift with a product, we shall only provide one free gift per transaction (irrespective of how many products are purchased). The free gift is subject to availability and we reserve the right to change the free gift for a gift.

23.2 In order for us to facilitate the provision of a free gift, it may be necessary for us to include the free gift on our site at a nominal value. For the avoidance of doubt, you are not entitled to 'purchase' the free gift without purchasing the product it is provided free with and any attempt to 'purchase' the free gift will be cancelled (notwithstanding any automated communication you may receive acknowledging your order). In the unlikely event that the free gift is despatched to you, you shall be obliged to return the free gift upon written request.

Is the free gift of sufficient quality that anyone actually wants it, or would still want it once they receive it?
On a £60 order, the free gift can only really be a "token" quality item.
I know that is not a consumer rights position, but I am quite "anti" free gifts as you invariably get something you just don't want so it does not sit well with me from a green perspective.