LookFantastic - Delivery offer rescinded if using a gift card

smallfrytm

Hi all,
Slightly frustrated by the service from LookFantastic regarding two orders. I often receive gift cards for the company from family for birthdays, Christmas etc so I can choose my own treats. LookFantastic have a 'free delivery for orders over £25' offer on their website.
Each time I have made an order of at least £25 using the gift card (first order Nov 2024 was for £44.37 worth of products, today I made an order of £35.39) however I've had to pay £3.95 for delivery as they don't count the gift card amount.
I contacted them about this in November 24 and didn't receive a response, so chased up today to ask if I can receive a refund on both delivery costs. They've now replied saying "Hello Thomasyn, Thank you for getting in touch about order 628144988. Unfortunately, I am unable to do this for you. Free shipping requires actual payment of more than 25GBP Kind regards, Jason LOOKFANTASTIC Customer Care Team".

This doesn't make sense to me - they've received full purchase price for all of the items ordered, it's just that a family member has paid £25 towards it in advance. There is nothing in their T&Cs about exclusions regarding use of gift cards in relation to free delivery. Free delivery is applied automatically rather than through a 'code'.

In my mind having to pay delivery on top of full purchase value actually disincentives me from asking my family for gift cards here, and negates any savings made from the price discounts offered online - I may as well ask family for the money and shop on Amazon! 

Just wondering if I have any right to complain here given the lack of clear terms on the offer.

marcia_

 This is something i would take time out to argue but might not be worth the effort for others 

Alderbank

smallfrytm said:

Just wondering if I have any right to complain here given the lack of clear terms on the offer.

No, you have no rights to complain because you are not the purchaser of the gift cards.

All consumer rights are with whoever bought the cards. Any conditions about their use, such as whether they expire, anything they cannot be used for, any limitations for their use such as towards postage offers or loyalty points, etc. must be supplied to the purchaser, and the purchaser must be given a 14 day 'cooling off' period when they can decide whether to keep the vouchers or return them for a refund.

If you speak to the gifter I expect they will show you the email they received from LookFantastic explaining the T&Cs  when they bought them.

Aylesbury_Duck

If neither the terms of the offer or those of the gift cards make mention of the exclusion, it's clear to me that you shouldn't have been charged for delivery.  

I'd spend the remainder of any balance and as you say, shop elsewhere with proper money.  Leave a factual review to warn others.

smallfrytm

Alderbank said:

smallfrytm said:

Just wondering if I have any right to complain here given the lack of clear terms on the offer.

No, you have no rights to complain because you are not the purchaser of the gift cards.

All consumer rights are with whoever bought the cards. Any conditions about their use, such as whether they expire, anything they cannot be used for, any limitations for their use such as towards postage offers or loyalty points, etc. must be supplied to the purchaser, and the purchaser must be given a 14 day 'cooling off' period when they can decide whether to keep the vouchers or return them for a refund.

If you speak to the gifter I expect they will show you the email they received from LookFantastic explaining the T&Cs  when they bought them.

Thanks - I've already checked the gift card T&Cs on their site but I'm unable to post a link here as I'm new. There's nothing in there relating to the delivery offer. I won't bother my family with the hassle but will try Paypal instead.

Alderbank

Their website says nothing about gift card T&Cs but there is no requirement for it to do so. All that matters is the T&Cs made available to the buyer.

What does PayPal have to do with this?

the_lunatic_is_in_my_head

They are owned by The Hut Group, never been a company for customer service IMHO. 

They are massive company with billions in turnover, best bet is simply don’t shop with them.