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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 22:05

So that is 3 even better deals (cheaper, full set of furniture and people and not gender specific and one even bigger), and yet they still quibble and would rather I dismantle mine so they can claw back some lesser amount selling it as seconds rather than apologising Sad
Lesson well and truly learned always as MN before any purchase Grin

OP posts:
Tiredmumno1 · 01/10/2013 22:26

Yeah Asda, give Lion her furniture sets with a nice big apology and a nice gesture of goodwill on top of that for putting her through this.

Terrible customer service.

QuintessentialShadows · 01/10/2013 22:26

That is a very nice dolls house from Tesco.

I think I will order the farm set for my god daughter! Smile

QuintessentialShadows · 01/10/2013 22:27

You know what? Return the Asda one. Pack it flat, have it picked up and you will get a much nicer, cheaper dolls house, WITH furniture from Tesco!

Tiredmumno1 · 01/10/2013 22:45

Or just do what Quint says, sounds a bit easier. Considering Asda haven't exactly bent over backwards to help.

Original poster
Lioninthesun · 01/10/2013 23:40

I do understand where you are coming from. Taking it apart just for them to collect it and then say they won't refund because I threw out the box would be a real PITA and then I would be left £70 out of pocket with nothing to show for it. I already wasted an hour setting it up and will have to spend another taking it down (while I pay for her to be in nursery; I obviously have nothing better to do with my time as a single parent who rarely gets a break), so I am not convinced it would be easier to do that. Much as I like the other dolls houses, and would save some money, I have now invested time and stress trying to get what I paid for from ASDA. I am not about to let them get away with deliberately trying to con their customers. Someone needs to hold them to account and get the useless people who can't do their jobs pulled up on it

OP posts:
landrover · 02/10/2013 09:59

Interested to hear if you have any further news OP xxxx

Original poster
Lioninthesun · 02/10/2013 11:14

Ooh, just re-read my post from last night and it came across as more aggressive than I meant! Apologies!

Nothing yet today. I think they are hoping I fold.

Off to go to the park before nursery then will come home to type/print/post letter and dismantle the damn thing. Joy!

OP posts:
sisterofmercy · 02/10/2013 12:49

Good luck Lion. I think you have them to rights here...

CostaLady · 02/10/2013 13:11

Hoping ASDA do the right thing and sort this out to your satisfaction, Lion. With my son's birthday in December and Christmas coming I was hoping to use the online service to buy most of his presents. This sounds like too much of a risk now, to be honest, and I will be spending elsewhere to be on the safe side.

Come on, ASDA. What on earth is happening with your company?

poorbuthappy · 02/10/2013 13:16

Have you spoken to Trading Standards? Or Consumer direct, or whatever they are called nowadays...
At the end of the day they are refunding because the item is not as described, therefore you don't need the box to return it.
They all try it now, "we must have the original packaging...blah blah blah...", yeah show me the bit in the sales of goods act which specifies that.

Original poster
Lioninthesun · 02/10/2013 13:25

Can someone tell me how I find the tweets on Twitter? I have a couple of friends who want to join in Grin I am a bit of a technophobe so this could be interesting!

OP posts:
Original poster
Lioninthesun · 02/10/2013 13:42

Costa it seems you can usually find things much cheaper elsewhere (as poven here with dolls houses!) and with far better customer services. I'd ask on here if you have a short list and people can tell you where they recommend Smile

poor Yes I spoke to TS yesterday, they still suggested I dismantle it as if it is at all scratched they will use that as a further excuse not to refund. I can't stop DD from wanting to play with it which is why I have to spend my housework day doing it!

Actually pretty pissed off at having to pay for a letter recorded delivery to get what is legally mine. I wonder if they have to refund the £5 or whatever it is now?

OP posts:
Original poster
Lioninthesun · 02/10/2013 13:43

Oh and I have tweeted @ASDA and #asdaruinedmylife to cover all bases, but no idea on how to expand on it/post link from tiny pic. Is that not the 'done thing' on Twatter? Confused

OP posts:
Tiredmumno1 · 02/10/2013 13:52

I linked the pic up Lion when I tweeted. If you want to try and find me and my tweet then send me a message and I'll tell you who to search for Smile

GiddyStars · 02/10/2013 13:56

Bloody well hope you hear from them today. They are not showing themselves in a good light at all lately. Very unimpressed.

Tiredmumno1 · 02/10/2013 13:56

Ok I have found you Smile and retweeted, if you check you will see me (hopefully) and find my tweet with the pic Smile

Tiredmumno1 · 02/10/2013 14:04

There you go, I tweeted again, just in case they missed the first one Grin

Original poster
Lioninthesun · 02/10/2013 14:19

I managed to find you (feels a bit like Mastermind this Twittering!) and retweeted your tweet. I have also outed myself on FB by posting a loooong status with the tinypic and asking people to share before buying things for Christmas.
Now I really must do some housework! Only a couple of hours left!
Thank you so much for all of your tweets and support. Let's not let them get away with this blatant misuse of the English language to con us!

OP posts:
lborolass · 02/10/2013 14:42

Just catching up with this and having seen the original advert there's no way at all that they will be able to defend themselves.

If I wasn't already boycotting them after previous threads on here I would be now.

ASDA - you really need to up your game, I'm sure lots of posters spend over £5,000 a year on their weekly shopping that you're missing out on.

Original poster
Lioninthesun · 02/10/2013 17:05

I have tweeted Watchdog and started a FB campaign/share.
Still nothing from ASDA.
Off to collect DD now!

OP posts:
poorbuthappy · 02/10/2013 17:35

Do you want a refund or a set of furniture?
If you want the furniture then I would get TS involved to say Arseda have to honour the advertising, so no dismantling.

Off to have a nose round twitter now.

poorbuthappy · 02/10/2013 17:40

Twitter not playing ball on my phone. Can someone point me in the right direction please?

Tiredmumno1 · 02/10/2013 18:06

I cannot believe they haven't done anything yet Shock

I think you should email them again, keep bugging them Lion, make them sit up and notice you.

They really don't give a toss about their customers, as long as we all hand over our money, then they couldn't care less.

I won't be doing any shopping with them whatsoever until I hear this has been resolved.

They can get involved when a child loses a toy at one of their stores, and send a new toy to said child, but can't be bothered to sort out a problem like this, they are acting atrociously at the moment.

Tiredmumno1 · 02/10/2013 18:07

What would you like to know poorbuthappy Smile