Problem with subscription I hadn't signed up for

jinman

I am very unhappy with Rumi Cosmetics. I ordered some Eyecorrector+ on 25 April which I have been using, though I don’t think that it really does much good. On 25 May I got a mail from them thanking me for re-ordering. I contacted Customer Services to say that I hadn’t re-ordered anything. They replied to say that I had signed up to a subscription for this product. I would never do this for a product I hadn’t had before and there was no way that I would have used enough of it to need more just a month later. I can only assume that there was something I needed to untick to say that I did not want the subscription which I hadn’t noticed. When I complained they said that they had cancelled the subscription for future re-orders but added that because of the way their system operates they could not cancel this one. Are they allowed to do this?

born_again

https://forums.moneysavingexpert.com/discussion/6669972/problem-with-subscription-i-hadnt-signed-up-for

Yes.

https://rumicosmetiques.com/pages/subscription-cancellation-refund-policy

Contact you bank to cancel the CPA (continuous payment authority) for any further payments.

flaneurs_lobster

Are they allowed to do this?

Seems pretty obvious to me having looked at their website that what you are purchasing is a monthly subscription for "refills" to your original purchase, but then again I knew what I was looking for.

It also says that you can cancel at any time up to 10 days before the next order is processed which obviously you didn't.

If the original order confirmation email (or maybe delivery documentation?) made no mention of an ongoing subscription then maybe you could argue that you were mis-sold.

But TBH, the subscription is now cancelled, you've got 2 products, maybe just put it down to experience.

sheramber

https://forums.moneysavingexpert.com/discussion/6669972/problem-with-subscription-i-hadnt-signed-up-for

box above Add to Cart

Save 15% with automatic refillsShipped every month. No commitment. Cancel anytime.

Thisbox is ticked so you need to untick it.

MyRealNameToo

https://forums.moneysavingexpert.com/discussion/comment/82013205#Comment_82013205

Its immediately above the button to add it to the cart… obviously an ideal company wouldnt pre-select it but if they are going to do it then its about the most overt way they could do it, its not below the button so maybe off screen if you didnt scroll down far enough or totally out of alignment with the rest of the flow to be outside the sphere of concentration.

Even when going on a product page it had pre-selected that I was going to add 2 to my cart plus some other product so clearly they have form for trying to maximise sales.

This feels much more an issue of not reading properly, we all make mistakes, my new MTO shirt turned up with the wrong cuffs yesterday but looking at the confirmation email it did say it would be what I got so clearly user error and my bad for not checking the confirmation properly.

jinman

Thanks for all the comments. Seems it's my mistake, though in all the hundreds of purchases I have made on the net over the years I have never come across a situation where you have to untick a box to avoid making it a subscription. There was nothing on the info they sent me following my purchase to say that it was a subscription. I contacted them as soon as I got a mail thanking me for a second order but it appears this was too late to cancel which seems more than a little unfair. I haven't even got the second item yet. I'll obviously be more attentive in future.