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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

To complain about this online order?

234 replies

Lioninthesun · 30/09/2013 17:18

I ordered my daughter a dolls house today from an on-line shop (well known). I thought it sounded like a brilliant deal - £70 and included in the description
" Features:
There are 4 themes of furniture supplied with this dolls house - bedroom furniture, living room furniture, bathroom furniture and dining room furniture. These can be arranged into multiple configurations so your child can have a new dollhouse each time they play with it."

Now, was I wrong to read this as that it comes with the furniture? It says 'supplied with this dolls house' in the above, which surely can only mean one thing?

I received it today and no furniture and looking on line I see they are charging £24 extra for the furniture and dolls for the house as a separate item.

I have put in a complaint as I feel the language is very misleading and have asked for what is stated as included, as far as I can see, on the original description. AIBU?

OP posts:
Original poster
Lioninthesun · 01/10/2013 14:36

Yes, I have screenshots, thanks to Birnamwood Grin

Still no word from them via email. I am erring towards sorting it tomorrow as DD is in nursery, so if I am on for more than 10mins (likely) I won't be distracted by someone wanting my attention and can get a little pissy if needed. I am still hopeful for an email accepting their error and confirming all furniture is on it's way to me though, which may be a little naive but it would be the best scenario all round.

OP posts:
Original poster
Lioninthesun · 01/10/2013 14:51

RAGE!
I just literally had a call. Some poor lady who doesn't speak English as her first language called and tried to say that the wording meant the furniture was sold separately and could not be supplied. I said that there was no other interpretation and she laughed and said that unfortunately they would not be able to send the furniture. I said that this was clearly a con to get people to buy the House and she refuted that and said 'definitely not', so I asked why she thought they had put it in and she went quiet and dodged the Q, instead saying they would give me a full refund on return of the item. I confirmed I have spent an hour building the house and am not about to spend another hour taking it apart, and I have also thrown out the box. I suggested I leave it on my porch and they can arrange for the collection man to parcel it up. I confirmed they would have to sell it as seconds anyway, and the whole thing was ridiculous. She said the collection company would need it flat packed. I confirmed I would be contacting Trading Standards with the screen shot of the wording. I got her name, and her managers name (who had not had the balls to speak to me and sent poor foreign lady to argue the toss of language with me, but who had confirmed it would not be possible to send furniture) and an email address to send any email I get from Trading Standards.
I will be writing a scathing review. I am simply astounded that they couldn't admit their error and do this in good will.

OP posts:
KatoPotato · 01/10/2013 14:58

Unbelievable. If you want to go 'boontah' on them, I'm happy to help with a twitter rant.

Original poster
Lioninthesun · 01/10/2013 15:08

Thank you. Need to call Trading Standards but about to head out so really bad timing.
Anyone help me re-focus on the main points (rage makes me see red!).

I have written a review but, cunningly by ASDA, you are not allowed to mention their customer services, how much you paid for the product or any competitors with a similar product. So I doubt it will be put up on the site. This has taught me never to look at the reviews!

OP posts:
Birnamwood · 01/10/2013 15:09

Arseholes.

Call Trading standards.

Then kick up a twitter shitstorm if I had more than two followers then I could join in, but I just don't 'get' it and also mention the gender stereotyping.

Original poster
Lioninthesun · 01/10/2013 15:10

If I post the screen shot onto my FB and start a viral thing, does that potentially cause problems with me and trading standards? Legally?

OP posts:
Original poster
Lioninthesun · 01/10/2013 15:10

I don't use Twitter Sad

OP posts:
Birnamwood · 01/10/2013 15:14

I've no idea. Have you rung trading standards (or whatever they're called nowadays) yet? I'm sure they'll advise.

Birnamwood · 01/10/2013 15:19

here

Birnamwood · 01/10/2013 15:20

Sorry, missed your last post re heading out

frogspoon · 01/10/2013 15:20

I have just clicked on the link direct.asda.com/Traditional-Pink-Wooden-Dolls-House/000743774,default,pd.html and the furniture doesn't seem to be listed any more...

meganorks · 01/10/2013 15:24

I would point out in your complaint that if the wording was correct as they have claimed then why have they changed it today? no mention of furniture at all!

InLoveWithDavidTennant · 01/10/2013 15:33

blimey... asda are not having a good week are they!

just how can "supplied" be interpreted any other way? Confused

Original poster
Lioninthesun · 01/10/2013 15:36

I've cancelled going into town as this would annoy me, and I like to shop in a zen-like state Wink

Called CAB as you can't do direct to TS here. Lovely lady completely agreed and said she will send it on to TS. She confirmed they are breaking the statutory rights Sale of Goods Act 1979 as the product was not as described. They have to give a replacement (i.e with the furniture described) or offer a full refund. As they offered the refund but then said it needed to be flat-packed again and I no longer have the original packaging she said that I had to confirm that without opening the box and fully unpacking it I couldn't have known if the items were in there or not. Also as I was expecting the items to come at a later date and had thought it was simply an error on their behalf, she understands why I would build the house and chuck the box. She said I need to send them a recorded delivery letter confirming I have a screen shot of the original listing. I said the same as you mega; that they must have admitted it was wrong to have changed it on line. She agreed and asked if I even got an apology, which I haven't.

She has sent it all of to TS and they may contact me if they want the screen shot for further evidence against ASDA.

Not really what I wanted to do with my time, but hopefully ASDA will get another black mark against them on record. Bastards! (Still ragey, albeit a little bit more victoriously so after speaking to CAB)

OP posts:
fuzzpig · 01/10/2013 15:44

I think you're doing well to chase this up - and bravo to birnam for sorting out the screen shots.

I think it's best to ignore the gender issue for now though as (shit as it is) it'd just muddy the waters IYSWIM and IME when making complaints like this it's best to stick to the main issue.

That's not to say I wouldn't kick up a stink about it afterwards, though :o

MokuMoku · 01/10/2013 15:48

But you must have noticed the furniture was missing when you opened the box. Why did you assemble it and throw away the box?

Catsize · 01/10/2013 15:51

Completely bonkers. Show them this thread too and how many people are aggrieved. It will cost them more than the price of sending you the furniture!

Original poster
Lioninthesun · 01/10/2013 15:51

Moku I genuinely thought it was their error and the furniture was going to arrive at a later date. I actually ordered a fair amount on line from them and received another parcel from the same order this afternoon, so as far as I knew it was coming with that.

OP posts:
Osmiornica · 01/10/2013 15:51

This reply has been deleted

Message withdrawn at poster's request.

Original poster
Lioninthesun · 01/10/2013 15:53

I want to link to the screen shot on my FB etc, but need to ensure it doesn't have an impact on the legality of my claim or mean I am breaking the law in some way...anyone help there?

I won't be doing any more shopping there. Wish I had seen that TOYS R US house before all of this palava!

OP posts:
Original poster
Lioninthesun · 01/10/2013 15:54

They want it flat packed into the original box for a full refund.

OP posts:
MalcolmTuckersMistress · 01/10/2013 16:01

Asda are fast turning into cunt Central. Our local one is a pit. The meat is the kinds of stuff you'd expect made from the sweepings of an abattoir floor and they sell about 6 varieties of fruit and veg. However there are more aisles crammed full of crisps and sweets than you could shake a stick at.

The fact that it's colour scheme includes such a hideously awful shade of green should be enough to stop people using it anyway.

I hate Asda.

Original poster
Lioninthesun · 01/10/2013 16:02

"Hi BatteriesNotIncluded,

Thank you for reviewing the Traditional Pink Wooden Dolls House you recently bought from Asda Direct.

On this occasion, we've been unable to approve your review as it hasn't met our publication guidelines for the following reasons:
*Only comments on the product itself are allowed, and we feel some of your review is inappropriate or unrelated.
*Only comments on the product itself are allowed.
Customer feedback is important to us, as it helps us to make sure we’re giving you the service and products you expect. If you would like to review the product again then please read our publication guidelines and please don't hesitate to submit another review.

Thanks again for getting in touch with us.
Kind Regards
"

OP posts:
MalcolmTuckersMistress · 01/10/2013 16:03

Lioninthesun, try uploading the picture to here...

tinypic.com

Original poster
Lioninthesun · 01/10/2013 16:04

Customer feedback is clearly so important to them that they have to edit it for any negative comments and refuse to admit errors or apologise to their customers Hmm

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