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    • mokelly
    • By mokelly 16th Jan 20, 3:55 PM
    • 2Posts
    • 0Thanks
    ProDirect Soccer - Bit of a Nightmare
    • #1
    • 16th Jan 20, 3:55 PM
    ProDirect Soccer - Bit of a Nightmare 16th Jan 20 at 3:55 PM
    Hi, bit of a long story, apologies

    I recently purchased a pair of goalie gloves for my daughter from ProDirect Soccer online, I specifically wanted a product which included fixed finger protection, searching their website and using the search refining filters I found a pair of Puma evoPower Protect 2.3 GC Pink/Yellow discounted to £20 from £50, description stating "... featuring the Puma patented lightweight & flexible Flextec 2 spines. The fixed spines lock at 180° preventing hyperextension of the fingers.".

    Great, I ordered them, received an email confirmation mentioning "evoPower Protect" and received a delivery five days later, on opening the packaged and inspecting the gloves, although they looked like the product pictures on their website, I found they had no finger protection at all and they had "Puma evoPover Grip 2" printed on the them, I logged into my online account to view my order which also described the product I ordered as "evoPower Protect".

    I emailed their customer services to inform them that I had received a different model to the one I ordered and could this be rectified asap, three days later I received an email apology and free returns label and I should add a note as to why they were being returned, I did this stating could they send me the ordered item asap.

    Fourteen days later I had heard and received nothing, so I emailed customer services again, saying I had returned the item and was still waiting for the correct product.

    Five days later I received an email saying I had been refunded the day before, but "on closer inspection of your returned item they can confirm that you have in fact originally received the item that you ordered, the item you received was correct", I checked my bank and had received the cost of the item but not the delivery fee, when I then logged into my online account under my order details the order item description had been changed to "evoPower Grip" which is product I received not ordered.

    I replied by email to state that I had received a refund for the item but not the delivery fee and reiterated that I ordered what was described as "Protect" and had received "Grip", these are not the same product, and asked if the correct item was delivered, why my order description had been changed, I had screen shots before and after, so far over a week later I have had no response.

    So could anybody help me, does it sound like any of my consumer rights have been broken and what else can I do to recover the delivery fee I paid?

    Many thanks
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    • red_boots2
    • By red_boots2 16th Jan 20, 4:33 PM
    • 10 Posts
    • 4 Thanks
    • #2
    • 16th Jan 20, 4:33 PM
    • #2
    • 16th Jan 20, 4:33 PM
    Had the same issue, they sent me a pair of football boots in the wrong size then denied doing it and wouldn't refund my postage costs.

    Try plastering your problem over Twitter, Facebook & Trust Pilot they respond quickly to all of those to avoid negative publicity and solved my problem within a couple of hours as opposed to days it was taking to get a response by e-mail.
    • Jsacker
    • By Jsacker 16th Jan 20, 4:34 PM
    • 79 Posts
    • 49 Thanks
    • #3
    • 16th Jan 20, 4:34 PM
    • #3
    • 16th Jan 20, 4:34 PM
    I think you are referring to the following item (it is in the "offers" section for £20 but seems unavailable now):

    If so, I immediately note that the product name and picture make it clear that the item is "Grip" and not "Protect". Of course, there's a possibility that the listing was changed recently. Also, the product blurb mentions "Protect" which is adding to the confusion here (and I'm suspicious that they have left conflicting information on the product page if the listing has been changed...).

    I suspect it would depend on what screenshots you have at hand and what you can show etc. If the listing you saw is precisely the same as what is active now, it really could go either way in terms of being "not as described" and I would just about favour the retailer because of the product name & picture matching up.

    Have you been in contact with head office armed with your evidence? That should be the next port of call. After that, perhaps a formal "Letter before action" which asks them to rectify the issue within a reasonable time and, if they don't, mentioning that you will start a small claims court case (MCOL). Hopefully it wouldn't go that far like, especially given the postage would probably be of a low amount.
    • mokelly
    • By mokelly 16th Jan 20, 5:10 PM
    • 2 Posts
    • 0 Thanks
    • #4
    • 16th Jan 20, 5:10 PM
    • #4
    • 16th Jan 20, 5:10 PM
    Thanks for your reply, much appreciated.

    That is the page, but from when I purchased, up until I informed them of the wrong item, the product title/name was ‘protect’ not ‘grip’ and also separately the full description referred too and still does the specs for the ‘protect’ product.

    I have screen shots of the product page and my order summary that both state ‘protect’ as the product name/title but both pages now say ‘grip’.

    It’s definitely been changed after the fact.
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