Website Glitch help !!!

dblue75 · 23 August 2013 at 12:45PM

I found a glitch on a website...basically if ordered an item another item could be added for free....Yes it was a glitch in their website.

And at pymt screen ( which I have kept copies of ) stated promotional discount £0.00 as in items free.

I placed another order for a genuine item paying full price and again getting the promo discount as above....got an email stating item dispatched...then checked this morning and its says order recalled ( glitch now fixed on site ) and it states they are keeping my pymt toward money owed....for the freebies....

So, basically a new order I have made to pay for an item I wanted, they are now not sending the paid for item !!! and keeping the funds toward pymt for their glitch.

Can they do this ????

dblue75 · 23 August 2013 at 1:41PM

I found a glitch on a website...basically if ordered an item another item could be added for free....Yes it was a glitch in their website.

And at pymt screen ( which I have kept copies of ) stated promotional discount £0.00 as in items free.

I placed another order for a genuine item paying full price and again getting the promo discount as above....got an email stating item dispatched...then checked this morning and its says order recalled ( glitch now fixed on site ) and it states they are keeping my pymt toward money owed....for the freebies....

So, basically a new order I have made to pay for an item I wanted, they are now not sending the paid for item !!! and keeping the funds toward pymt for their glitch.

Can they do this ????

metoyoubear · 23 August 2013 at 1:46PM

I've never heard of this before,if they have made an error and dispatched said items then as far as I'm aware the contract is binding so they have to honour it.

Surely they should just cancel the 2nd order if I'm reading it correctly.

metoyoubear · 23 August 2013 at 1:49PM

Is it a well known company?

dblue75 · 23 August 2013 at 1:56PM

It is an online sports company. The glitch was their fault...I found it in error and they have honoured 3 previous orders. I was told my order was dispatched and expected delivery today by DPD....I checked online this morning and nothing....then checked the website for my order status and it shows:

Order put back into stock and money paid against O/S balance.

my second unreceived order shows:

Order didnt leave, returned stock and money is deducted from outstanding balance.

I don't have an O/S balance...they must be using that to recoup money lost from THEIR glitch when they honoured orders and sent me other trainers free..On top of that, the items I have paid for are NOT being sent.... to the value of £130. They are keeping them.

dblue75 · 23 August 2013 at 2:01PM

They have cancelled both orders.....kept my money and refusing to send me the trainers I have paid for.(not bothered about the free ones to be honest now)

DevCoder · 23 August 2013 at 2:16PM

Write to them and stress that the payment was for the item that you wanted and youll return the "freebies".

As you knowingly exploited a flaw, it could be argued you showed intent to defraud.

millerose · 23 August 2013 at 2:16PM

Im confused lol, my advice would be to Just return everything paid for under the 7day distance selling rules, and get your money back. If it's a well known site you can do this. When refunded, reorder your trainers again.

rellarips · 23 August 2013 at 2:17PM

Call Consumer Advice 08454 04 05 06. Explain the situation. They will advise you. I'm 99.9% sure that what this company are doing is utterly illegal.
I am sure that Consumer Advice will tell you to call the company and put them straight and if they don't budge, Consumer Advice will take this further (such as informing Trading Standards).
Consumer Advice once contacted a company on my behalf when they didn't give me a refund on a faulty item they'd admitted was faulty after I returned it. The company were trying it on and CA sent them packing lol

Dave_the_Ginger_Cat · 23 August 2013 at 2:26PM

It all depends on their terms and conditions and when they deem the contract to be legally binding. Some have exclusion clauses for errors. I'm not quite clear but don't think you have the goods

All they need to do IMHO is to process you a refund then you are back in your original position. Suggest pursue this route with the company directly, and if they refuse raise a chargeback with the card you paid with

Clutterfree · 23 August 2013 at 2:32PM

Surely they can't do this?
If you hadn't made the subsequent orders what would they have done?
Sent you an invoice for what they believe is the remaining balance?
I'd contact Trading Standards.
Good luck.

Website Glitch help !!!

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