Comet refuse to honour offer

tallpaulunderwood

All,

I’m seeking some advice from you on a situation that has developed between myself & Comet + to warn others not to fall into the same trap as me !

This takes a while, but please bear with we while I set the scene…

Comet are presently running an on-line 20% off promotion. The way that it works is that you buy one qualifying item on-line; they then provide you with a unique promotion code that you can use to get 20% off another qualifying item.

As I need both a new dishwasher & new washing machine, this was ideal !

From the page that describes the offer (Offer 2 in my case) is a link that takes you to qualifying items.

This is the link, but I do not know how long it will run for..
http://www.comet.co.uk/cometbrowse/content.do?breadcrumb=No&categoryId=20&includeUrl=/comet/ev2/content/features/mixnmatch/html/mixnmatch.html&pageName=mixnmatch.html&knowledge=No

Filtering on Bosch dishwashers showed the one I wanted, part of the offer & also discounted from £299 to £242.

(note, today it’s back at £299 http://www.comet.co.uk/cometbrowse/product.do?sku=389960&cm_sp=FeatureEnd-_-Search_Result-_-position1
).

Checking the terms of the offer it states that qualifying items need to cost £249 or more. Although the item was shown on the qualifying item list, it was obviously below the £249 threshold. So… I rang their customer services to ask whether it really did qualify for the offer or not & was clearly told that it did. To be doubly sure, I subsequently used their on-line chat to customer services to verify the same. Here’s the relevant bit….

You: I think there are two offers, it's offer 2 that I'm looking at; not the integrated one !
You: scroll down on the offer page
Jayne: Yes for offer two that is correct.
You: Ok, I just want to be quite sure before I order that I've got it right. I order the dishwasher (389960), Comet provide me a code that I coudl use to get 20% off my next order for a freestanding dishwasher (offer 2); obviously to use before the deadline date ? :-)
Jayne: YES
You: sorry, that shoudl read freestanding washing machine !
Jayne: That is correct.
You: OK fantastic. Based on your advice I'll go ahead and buy on-line. Thanks.
Jayne: It expires on the 22nd of Feb
Jayne: You're welcome, thanks for chatting with me. Bye
You: Bye.

So, based on this guidance, I placed an order on-line & (as I wanted it quickly) selected the collect from store option; rather than free-delivery. This resulted in me being presented with a click & collect confirmation sheet which I was to take to the store. I wasn’t given the option to pay on-line.

Thank you for choosing to click and collect with Comet.

We are happy to confirm that your reservation is being held for you at our XXXXXX store.

Your reservation number is XXXXXXXXX.

Please bring this reservation number with you when you collect and pay for your product.Your reservation will be ready for collection after 30 minutes of receiving this e-mail and will be reserved in-store up until closing time Tuesday 12 February 2008.

On arriving at the store please go to our Cash desk where we will be pleased to process your order.

I duly went to the store, paid-for it, took it home & now (thankfully) washing by hand is a thing of the past.

However, there was no sign of a promotional code.

I contacted Comet customer services to ask when/how I would receive it, who this time took a different view. They stated that I did not qualify for the discount as the dishwasher cost less than the minimum amount (£249). We ended in a bit of a circular debate with me stating they had previously advised that it did; the Comet rep re-stating that it didn’t.

I then opened the matter with them on-line via their Q&A system, where they simply restated the same. I then sent them an extract from the on-line chat (same as you see above). In response, they adopted a different tack, saying that as I did not purchase the item on-line, but paid for it in store, I do not qualify.

I’m at the point of exasperation now. I’m staggered that Comet can simply renege on guidance that led me to but the first item & try to catch me out on a technicality re. the definition of ‘purchase’ when their website gives you no suggestion that collect-from-store is not deemed an on-line purchase.

I’m particularly annoyed by the fact that, when I asked them out the outset, had I been told that the dishwasher didn’t qualify; I’d have bought the (more expensive) washing machine first ! Had it also been pointed out to me that entering the transaction on-line, but electing to collect from store (by which Comet give you no other option but to pay in-store), also did not qualify; I’d have selected the free delivery !

It seems to me that, as the dishwasher is now listed at £299, they simply made a mistake.

So, at the end of this long explanation, a couple of points really…

• Watch out for the traps to fall into if you try to take advantage of this offer !
• How best should I proceed from here to be sure I get my promised 20% discount off the washing machine I need? I’m seriously angered by their belligerent stance and will pursue this as far as is necessary.

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robv_3

send them both back

KILL_BILL

robv wrote: »

send them both back

better still go down to the store at night and lob it through their windows

dont forget to wear a balaclava whilst you do it so you dont get identified :rotfl:

Blacksheep1979

you didn't actually buy it online then did you? You reserved it online and bought it instore, it's an online offer so I you don't qualify for the offer.

tallpaulunderwood

Sorry, I should have added. I also spoke to their customer sercices about how it worked for store collection. They stated once I paid in store, the discount codes would be posted to me. Thankfully, I called from work & this particular call was recorded. I now have a copy of it. (Telling Comet so didn't seem to alter their view one jot)

Thinking about this further, assuming Comet don't change their position & I take this to small claims, what should I pursue them for ? Should I reject the dishwasher & get my money back ? Can they be obliged to honour the discount on the next item ? Should I buy the washing machine & them claim to recover the discount that they refuse to honour ?

superscaper

tallpaulunderwood wrote: »

Sorry, I should have added. I also spoke to their customer sercices about how it worked for store collection. They stated once I paid in store, the discount codes would be posted to me. Thankfully, I called from work & this particular call was recorded. I now have a copy of it. (Telling Comet so didn't seem to alter their view one jot)

Thinking about this further, assuming Comet don't change their position & I take this to small claims, what should I pursue them for ? Should I reject the dishwasher & get my money back ? Can they be obliged to honour the discount on the next item ? Should I buy the washing machine & them claim to recover the discount that they refuse to honour ?

I don't think you can force them to offer you the promotional code/discount as that's likely to be treated the same by the courts as a product. I think you'll only be able to return the washing machine for a full refund and go to small claims for the refund if they refuse as they can only really award you money owed rather than actual products. As far as them upholding the promotion, your best bet is probably with trading standards, first to report this incident and also to see what they say on the matter.

hollydays

Dont Comet offer a 110% price promise within 14 days-could you use that to your advantage-do you have an ed direct store near you,or check out uk hotdeals.

SuperNashwan

Definitely get Trading Standards involved, IIRC what Comet are doing here may be criminal and that should add some pressure on them to honour the agreement.

nmm

tallpaulunderwood wrote: »

They stated once I paid in store, the discount codes would be posted to me.

Did they say via email or regular post? If regular post it might be on its way.

Blacksheep1979

If you have them recorded saying that you could reserve online/pay instore then I would buy the other product that you discussed in the call and be claiming for the 20% back. That's all you've lost and that is the part of the contract they are not fulfilling on.

I'd only do this if you definately have this recording and you can use this in court - there may be issues of using the recording if you didn't inform them they were being recorded.

THE_LONE_RANGER_4

call ts etc it will all be a waste of time as comet do as they wish they will just tell ts well we will not sell to the customer so i would yell them in simple terms to go and fluk theselves vey slowly