You don't need to be an 'investor' to invest in Singletrack: 6 days left: 95% of target - Find out more
Before Xmas I asked for a quote for a household item. This has to be made to measure and I have supplied all dimensions to the company. When speaking with the company I was told I needed to rush in order to get delivery and fitting before Xmas - my response was "No interest in rushing and certainly no interest in upheavel before Xmas".
I was then told first week of Jan and again I said "too early, no rush we having some family over and don't want the mess".
We then agreed week 2 of Jan and settled on that. I was pushed for 50% deposit even though production wouldn't begin until Jan. I paid although it seemed odd that they were so keen to get cash straight away. Miraculously, 15 days later, an offer of 40% of all orders pinged through on the email, plus free delivery and fitting!
This was annoying as they clearly knew this offer would be happening and also knew I was in no rush.
I emailed straight away but only got a reply today - "tough, its in the T&Cs, these offers don't apply to your order".
I suspect that I am stuffed and accept that companies can't retrospectively apply discounts but this smacks of cyancism in getting me to pay in advance when they knew full well that I could have received a better deal by waiting and was in no hurry. For info, its not hundreds of pounds, its thousands.
I've asked to cancel as I suspect the product isn't even manufactured yet but the first response gives me no confidence. Question is - is there any route available to me to get the 50% refunded if they don't play ball? I paid by cc.
If it is a custom item and they can claim to have started production, I doubt it. You can go back and ask nicely for a discount to get a bit closer.
It is gutting, but new year sales on this kind of stuff is pretty common, and tbh you were happy with the original price.
Surely you were happy with the price when you ordered
I understand the point being made and its totally fair. The thing I object to is the time spent talking to them on the phone when they knew full well that there was no hurry. There was plenty of personal contact where they had the opportunity to just say, well wait a couple of weeks and your order will be 40% less!
Maybe then I would have ordered more or been more inclined to order again. Its the difference between good and bad customer service. I also feel that I was hurried when there was no need - hence it being cynical. Confirmed by the follow up email essentially saying "tough, we've got your cash so you're screwed".
Just seeking views on options, if there are any.
Unfortunate that the order was confirmed more than 14 days ago which would be your statutory cancellation period unless the T&Cs that you agreed to specify any differently.
As maccruiskeen says, if you were happy with the price when you decided to order then it's one you'll just have to suck up and put down to experience. The prices may just as equally have increased in January.
I'd be ensuring the work is spot on and complete before parting with the balance though...
There was plenty of personal contact where they had the opportunity to just say, well wait a couple of weeks and your order will be 40% less!
Alternatively, "wait a couple of weeks and we'll take 40% less"
Of course they want it done and 'banked' before the new year sales, and if it's several thousands then that 40% is also likely to be thousands less in their profits too. You can try cancelling but what do your T&C's say about deposit? and also as noted for MtM / bespoke your wiggle room may be limited.
You can also appeal to their customer service but sounds like the sort of item you don't tend to repeat purchase (fitted furniture, perhaps?)
well wait a couple of weeks and your order will be 40% less!
How do you know that they knew about this reduction when they were talking to you? That's a mighty big assumption you have made there, with little evidence other than a feeling of having lost out. you were happy with the price at the time. Tough luck. It happens all the time, you missed out.
The quote now - 40% might just be the same price you got before Christmas.
psling - that's another concern, they want full payment before they even deliver (i.e. the other 50%).
theotherjonv - Strangely not a single mention of cancellation in the Ts&Cs. Not an item that will be repeated for ever but there would have been an opportunity for them to get another order later this year worth probably x3 this order.
sarawak - big assumption, I don't agree. Do agree with the 'lost out' feeling though, although as mentioned more than once - this is a how to treat customers thread rather than claiming anything illegal has gone on.
Merely looking at options (legal ones) that would allow me not to have to do business with this company.
Quagmire - I recognise that not all offers are equal but doubt they'd be 40% apart!
Legally you could probably walk away and lose your 50% deposit, if it's bothering you that much.
You'd lose the money and they'd lose the cost of having made something that they can't sell on, so that will show them 😉
Pragmatically, ask for a discount, and mention your future order for three times the amount. I suspect you'll get a commitment to reduce by a decent %age, even if they won't discount the order you've already made. That reduction might make your future purchase more attractive, and gives you a chance to QC the output. They may even take extra care in making this order to secure the future business.
I would be absolutely furious if that happened to me and would do everything that I could do to either get out of the contract or if that was not possible I would make sure that I was the most awkward , picky customer that they had ever had and would not accept anything being less than 100% perfect . Probably no real help to the OP and probably pretty childish but that's me . I can't believe the responses on here either , although thinking about it I suppose they are pretty predictable .
Quagmire – I recognise that not all offers are equal but doubt they’d be 40% apart!
I think if you got a quote now, for example, it would be massively inflated to allow for the 40% discount i.e. they bump up the quote by 40% just to take it off again in the "sale".
So it might not be much different from the quote you received before Christmas. But I guess you'll never know for certain.
I just can't see how they could possibly allow for such a discount and make any money.
If it is a true sale then you've every reason to be pee'd off.
Ramsey Neil - I'll be as polite as ever to the fitting guys - not their fault. However, as you say, slightest issue and I'll be sure to make myself an irritant.
Quagmire, If they even came back and said "look, its tough on the timings but how about a good will gesture of 10%" then I'd probably be happy. Not that I seem to have any choice in the matter. I agree they'd probably bloat any new quotes, although my quote would have been reduced by 40% if I hadn't have paid the deposit!!
They have me bent over and latest contact was again "tough luck". Not even trying to placate me in any way! The power is with them and they are wielding it with joy! I'll write to their Director and explain why they are being dicks and I'll use whatever social media is possible to warn others but I'm calming down now that there appears to be no avenue for cancelling. CC chargeback doesn't apply here as far as I can tell.
They were recommended to me so my hopes on quality remain high. That recommendation will stop at my door though!
To all those people who are saying he should get the 40% off - I assume when the price goes back up the company are ok to go back and ask for more money from him?
You were happy with the price when ordered so there. If you weren’t in a rush why on earth did you order it anyway? Home improvement stuff is never on offer just before Xmas as that’s when everyone wants it.
I’ll write to their Director and explain why they are being dicks and I’ll use whatever social media is possible to warn others
I wonder if the company will do that for you as well, warning others not to sell to you? 😘
Thanks Charlie - useful contribution mate
OP, you may be misunderstanding their motives. Their customer relations skills are obviously poor, but it's possible the person you spoke to (and possibly even the Directors) did not know the discount would be announced. Pushing you for a quick delivery and wanting payment asap suggests they're short of work and struggling with cashflow. A 40% discount sounds desperate and if no more order have come in they might just be trying to keep the staff employed pending better times. My worry would be that they go bust before you get your goods - although that might actually suit you as you could then ask for a refund of the deposit from your cc.
It's like all the people that moan about holiday prices being reduced after they've booked. It's pretty obvious there's going to be a sale at some point, especially just after Christmas.
Greybeard +1, companies pushing for work to be done quickly is always a worry. Wouldn't be keen on 50% upfront & 50% before install myself but then again I wouldn't be moaning about a sale price after the event either...
Well it turns out that Mr Quagmire was in the ball park! Thanks for all the responses - pleased to hear that there are so many calm and relaxed people out there that wouldn't be miffed if it were their £££! Its been a lesson for me but resolved now.
Its been a lesson for me but resolved now
I'd still be concerned to make sure they don't go bust before you get your goods.