To be angry at Merlin entertainment passes?

[MyGastIsFlabbered]

I've been contemplating buying merlin annual passes for months now and finally decided to on Friday 30th December. I'm already on their mailing list. On 1st January I got an e-mail from them saying their sale had started and I could have saved £150 on the passes if I'd waited 2 days...gutted. I haven't been charged for them or picked the passes up.

I rang them and asked if they would honour the sale price and they said that because the upcoming sale had been advertised on their website they couldn't honour the sale price. Now, I'm not an idiot, if I'd seen a sale coming I would have waited.

Spoke to a customer service manager who said that actually the sale had only been advertised on social media and in the FAQ section of the website, not on the main body of the site.

AIBU to try and get them to honour the sale price?

[CrohnicallyPregnant]

If you haven't paid or collected the passes yet, can't you cancel the order? And then buy at the sale price?

[Cakeycakecake]

^ I'd do that ^

[IcanMooCanYou]

Look up 'distance selling' laws - i think they've changed in the last few years but basically is about your right to cancel/refund for 'distance sales' ie not in a shop. Think you legally have 28 days to change your mind. That's why a clothes shop might state refunds available if you return item to store in 14 days, or in 28 days if bought online. Some 'sevices' don't apply- like travel and hotels, so check if this would. I'd definitely get a refund then repurchase at sale price

[MyGastIsFlabbered]

They're telling me that the passes are non-refundable. One of their customer service managers is going to call me tomorrow apparently.

[CrohnicallyPregnant]

Does t matter if they say passes are non refundable. As far as I can tell, you legally have the right to cancel within 14 days, and they may even be in breach of the law by saying 'no refunds'.

www.citizensadvice.org.uk/consumer/changed-your-mind/cancelling-a-service-youve-arranged/

It mentions about tickets for a certain date being exempt from the regulations, but as merlin passes don't have a specific date then I think the regulations apply.

[arethereanyleftatall]

When he calls tomorrow, just be really nice on phone. I bet they'll honour it.
When I worked in customer service, the first thing I learned was there was no point arguing and then giving the customer what they wanted anyway. Just agree, give them what they want (as long as reasonable - this is), and get off the phone.

[Mrsglitterfairy]

Does t matter if they say passes are non refundable. As far as I can tell, you legally have the right to cancel within 14 days, and they may even be in breach of the law by saying 'no refunds'.
This ^ totally agree.. Consumer law is on your side her and they should know it.

[AnaG1ypta]

Try asking on this FB group.

[AnaG1ypta]

www.facebook.com/groups/433978570084130/

[YouJustWouldntLetItLieWouldYa]

I'd ask via facebook and speak to a rep there.

I bloody love Merlin, they provide 2 free, additional carer passes for my son so I only pay £130 or so for the whole year. I probably save that in the shops with my 20% discounts (( make sure you check out all the perks )) Not many (( any other )) Businesses are that accommodating, i'm sure they'll meet you in the middle somewhere.

[ineedamoreadultieradult]

Invoke your 14 day cooling off period. But I bet when they call tomorrow you might get the discount anyway they will want to avoid bad publicity.

[CauliflowerSqueeze]

Be grateful it's not House of Fraser. Getting a cancellation is like hens teeth there

[HamaBeadPatterns]

Hi, What was the outcome of this. I am in a similar position. Ny circumstances have changed and I'm trying to cancel within 7 days. Saying no refunds or cancellations.

Really not impressed and can't believe they can be exempt of the law or claiming to be.