Online shopping -changed descriptions after my order

gmje

9th feb I ordered a small electrical health product that had 2 parts. On the advert it said the item had 9 different programs . when my order arrived only received the non electrical part so I emailed to infom them I was missing the main bit. They - Lloyds chemist revised the advert immediately wording and pictures and wrote back to say the main item should be purchased seperately - now it seems they dont even want to refund me. whats my right please?

eskbanker

If you didn't receive what you paid for then the Consumer Rights Act 2015 grants you the right to reject within 30 days for a full refund:

https://www.legislation.gov.uk/ukpga/2015/15/part/1/chapter/2/crossheading/what-remedies-are-there-if-statutory-rights-under-a-goods-contract-are-not-met

Does the order paperwork clarify exactly what was offered before the wording changed, or is the old wording still visible on archive sites such as the Wayback Machine?

Having rights and enforcing them can be quite different, so you may have alternative routes if they don't play ball - how much was the item and how did you pay?

Okell

Assuming this is a distance purchase you should have been able to cancel the contract within 14 days of delivery for a full refund.

Did you tell them you wanted to return it?

What is the item as it may affect the answer?

When you ordered the item did you take a screenshot of what you thought you were buying?

[Edit: assuming you bought from Lloyds online their T&Cs seem compliant with The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 so if you didn't cancel within 14 days you're too late now]

gmje

TensCare Ailment Specific Back Stim Electrode × 1

This shows the electronic machine and when I clicked on to buy it the spec had 3 different pictures one showed the pad another showed the machine and a 3rd showed position of the pad on the body

It was priced lower than competitors but I bought my last machine in a Lloyds store on offer at £10 so I didn't think anything wrong with the pricing. Theyve only sent the pad. My 14 days have past for a refund as theyve taken so long to respond .They changed the wording before they sent a 1st reply to my complaint .

gmje

https://forums.moneysavingexpert.com/discussion/comment/81902708#Comment_81902708

Ive looked in the wayback machine -nothings coming up yet-but good tool thanks

Alderbank

Thank you for telling us what you actually bought, the TensCare Ailment Specific Back Stim Electrode. That is much more useful than saying 'I ordered a small electrical health product that had 2 parts…'

Your picture shows it is a sort of X -shaped pad which connects to your TENS machine through leads terminating in 2mm pins. Your picture says 'Universal compatibility' and refers to 3 of the most popular TENS machines which it can be used with.

Your own picture says it's £14.99 at LloydsPharmacy. I don't think that's cheaper than other retailers - it's the same price from Pharmacy2U (in your picture) and from Amazon, and it is £13.99 bought directly from the manufacturer.

What's wrong with it?

gmje

https://forums.moneysavingexpert.com/discussion/comment/81903009#Comment_81903009

I only got a pad -no machine

Alderbank

Yes, you got a pad which is '…compatible with most popular units on the market…

…compatible with TENS, IFT and EMS electrotherapy units…'

The most basic TENS machine costs over £40. The Unipro unit shown as being compatible costs about £120. An IFT machine costs at least £200.

Which of those did you expect to see tumbling out of the TensCare Ailment Specific Back Stim Electrode box which you bought from LloydsPharmacy for £14.99?

photome

https://forums.moneysavingexpert.com/discussion/comment/81903078#Comment_81903078

the OP said the ad stated it had 9 different programs . A pad can’t have different programs without the machine. I think the OP has posted how the ad is now and not the ad that they ordered from

born_again

Would seen to be a error on Lloyds part, just the same as a pricing error. So if they refund OP, they are back in the same place.

gmje

https://forums.moneysavingexpert.com/discussion/comment/81903193#Comment_81903193

thats correct