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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:
jacks365 · 02/10/2013 18:13

Totally disgusted with how asda have behaved in ignoring your complaint. I've got to say this would put me off ever having to deal with them ever again (worse luck I now need to return something and I want a refund not an exchange)

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

I am too scared to even send the damn thing back now, as I fear they will simply take it and not refund me as it isn't in the original packaging!
I can't win and it is all because I can thought there were laws in place regarding false advertising. The more this goes on the more angry I am getting as it is a catch22. I send it back and lose the House and get nothing. I keep it and feel like I have been conned and massively wasted my time. I hope Watchdog contact me. I'll get 2yo DD to pull her sad face for the camera, just to show who they are really hurting by being so devious Sad

OP posts:
Dontletthemgetyoudown · 02/10/2013 19:42

Ive recently switched to asda for food shopping spending roughly £150 a week usually just over. I'm going back to sainsbury this week. It might cost me a bit more but at least they aren't misleading.

elfycat · 02/10/2013 19:57

Well the local Morrisons had my business today. It's a bit smaller than Asda with less selection in the fruit and veg bit BUT their stuff looked much nicer.

I spend a small fortune about £150-200 per week in Adsa.

Original poster
Lioninthesun · 02/10/2013 19:58

I've moved to Aldi for groceries after ASDA messed up a few home deliveries, but I at least got an apology and refund for both of those.
I spend about £35pw with Aldi so save about £20. I prefer a lot of Aldi's things too - nicer ham, home brand museli and chocolate brioche for starters! If you haven't tried them already I recommend them :)

OP posts:
Catsize · 02/10/2013 20:26

Think Asda are about to get slated on Watchdog in a minute. About crisps and ripping off customers..

BramblyHedge · 02/10/2013 20:28

They are crap. I ordered groceries once from them. They didn't deliver some items, they didn't respond to my complaint and they didn't refund me.

They haven't had a penny from me since.

Original poster
Lioninthesun · 02/10/2013 20:32

I wonder if they will mention my tweet to them today on Watchdog...

OP posts:
Tiredmumno1 · 02/10/2013 20:54

I haven't been able to watch it, did they say much?

littlecloud · 02/10/2013 21:28

Any news? Have you thought about going into an Asda store to complain? I've worked on and off in retail for various companies and even though this is an online not in store issue a manager will be able to get hold of a regional manager who will have more say. Or get you a direct contact address for your complain. They may just offer you a partial refund and then you can purchase the furniture with that. Talking to someone face to face will get you further than a phone call to a faceless person in a call centre.

littlecloud · 02/10/2013 21:31

Basically Asda online and in store are the same brand and any reasonable manager will go out of their way to resolve the issue for you. Regardless of weather you bought it from there store or had it delivered. Especially if you refuse to leave until they resolve the issue.

FortyDoorsToNowhere · 02/10/2013 21:40

Ti

FortyDoorsToNowhere · 02/10/2013 21:41

Time to take it up a notch.

www.ceoemail.com/s.php?id=9025

Here is the email adress for the COE of asda

IsaacCox · 02/10/2013 22:11

I spend loads of money in Asda living. No longer!

Hope you get it sorted soon OP.

Original poster
Lioninthesun · 02/10/2013 23:07

Forty I emailed a CEO yesterday thanks to a poster on here. I got the email back from their staff that they were 'looking into the issues raised'. Which apparently is code for deciding to avoid the customer completely...seeing as I have heard nothing at all today. I will send another email though and cc in all previous recipients as well. It's finding the time that is the trouble - I think they just hope that if they do nothing you will have to give up.
If I can find a friend to drive me to the local store over the weekend then I certainly will be camping out at their customer services desk, complete with bored 2yo. I won't settle for any less than a full refund or, shock horror, THE ITEMS I BOUGHT! Shock
Didn't catch watchdog, did anyone else?

OP posts:
TheSydenhamSet · 02/10/2013 23:38

Come off it, OP, are you pedantic or what? "Supplied" can mean "available" sometimes, can't it? Grin. Asda, I am appalled!!!

Original poster
Lioninthesun · 02/10/2013 23:42

I know, I mean, imagine if we all read what we were buying to check it was worth what we were paying for it? Tsch. Fools! Wink

OP posts:
Catsize · 03/10/2013 07:11

Watchdog concerned their inline shopping service. Things like '3 for £3' offers when the item is only £1 in the first place. They gave three examples.

m0nkeynuts · 03/10/2013 08:52

Another one really, really shocked by Asda's lack of action here! When I read the OP, I was sure it'd just be an honest mistake and they'd send the furniture on (naive much?!).

Currently re-thinking the Asda Direct order I was about to place, as I can no longer be sure I'll get the items as described on the website anymore!

GiddyStars · 03/10/2013 09:01

What gets me is the fact they changed the online description in question almost immediately so obviously someone somewhere has registered your complaints and more to the point and recognises they are valid.

Or, someone just happened to notice the error at that time and amend the wording, but again, that proves they know there was an error and so anyone who purchased the item whilst the description was incorrect should automatically have it honoured with receive their profuse apologies with it!

Just crazy. There is no way they can not deal with you and the longer they wait the worse the look.

Harrumph.

GiddyStars · 03/10/2013 09:02

Errant and in there.

littlecloud · 03/10/2013 09:15

I agree the longer they take the worse they look shocking customer service. And like others said by altering the description someone has acknowledge that they have been misleading with their wording as supplied means supplied!! Especially when it's under the features of a product.

I won't be doing any Xmas shopping with Asda for kids toys that's for sure.

fuzzpig · 03/10/2013 09:17

Yep, if they truly believed their original description was fine and not in blatant breach of trade description they wouldn't have changed it would that.

They are monumental arsehats. So glad I switched to tesco who have been perfect IME.

fuzzpig · 03/10/2013 09:18

They not that sorry

Tavv · 03/10/2013 09:21

Yes it's changed and now says "Please note: Furniture not included but can be purchased seperately here."

Pretty clear that they agreed it was misleading and ambiguous before.