Active discussions

Meet the Other Phone. Child-safe in minutes.

Meet the Other Phone.
Child-safe in minutes.

Buy now

Please or to access all these features

Talk
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:
EmpireBiscuit · 03/10/2013 09:33

Shocked at asda - won't be doing my Christmas shopping with them this year! I hope they get it sorted.

Binkybix · 03/10/2013 10:01

Oooh I was hoping for an update before I got to the end of the thread!

LazyMonkeyButler · 03/10/2013 10:14

Do not dismantle the house & do not give up on the e-mails Grin.

I would be so pissed off by now that I would be sending an e-mail marked "URGENT" in the subject box, to the CEO's address every hour (if possible - it can be more or less the same e-mail repeated), until you get a proper answer.

And please hold out for no less than the furniture you wanted being delivered free of charge. They will probably try a "goodwill" gift voucher or something of the sort first, you just have to keep saying no & making it clear to them that you are not going away with the resolution you want!

LazyMonkeyButler · 03/10/2013 10:15

not going away with any less than the resolution you want! Arrgghh!!

Panzee · 03/10/2013 10:28

I've tweeted the screen grab of the original description. I hate Asda and am sick of hearing stories about their uselessness.

NK493efc93X1277dd3d6d4 · 03/10/2013 11:13

Print the page & keep the hard copy. Keep fighting - it appears to be deliberately misleading.

BaronessBomburst · 03/10/2013 11:27

Blimey - still no update on this? Don't they know they're on MN? Grin

MokuMoku · 03/10/2013 11:42

The problem is something called acceptance of goods.

If, for example, you buy a jumper described as blue but when it arrives it is actually pink. You think what the hell and wear it anyway. After a week, you decide you don't really like the colour so try to return it, then you are not entitled to a refund because you 'accepted the goods'. You knew it wasn't blue but you wore it anyway.

What constitutes acceptance of goods is a grey area.

In this case, you knew the furniture wasn't included in the box, yet you assembled it and threw away the packaging.

I understand you thought the furniture might be shipped separately but as I said its a grey area.

Of course you are right to complain and hopefully they will send you the furniture but I'm not 100% sure you are legally entitled to it.

That's just my take though. I wish you good luck!

Panzee · 03/10/2013 12:39

The people who frequent the Legal forum will be able to help you with the actual legal bits. My lay opinion is that it stinks. But I'm not a lawyer! :o

Original poster
Lioninthesun · 03/10/2013 14:27

Hello all!
I have finally had this email today and pleased to confirm it looks as though I will finally get what I ordered Smile

"Thank you for taking the time to contact Mr CEO about the furniture for the Doll’s House. As part of CEO’s team, he’s asked me to investigate and respond to you directly on his behalf.

I’m sorry the furniture was not delivered with the Doll’s House after this was stated on our website. It concerns me that my colleagues were most unhelpful and said a refund was the only option. I’ve sent your feedback onto our Operations Team and as you’re aware we have now changed the wording on our website.

After reading your email I have spoken to our Buying Team to see if we can obtain some of the furniture for you. I’m happy to say we have been able to get this from a local store and this is been sent to myself and should reach me tomorrow.

If you could please supply me with your address details, Ill be able to get this sent out to you recorded delivery.

Thanks again for taking the time to contact CEO and bring this to his attention. If there is anything else I can help you with, please let me know.

Kind Regards,

Lauren
Asda Executive Relations"

Huzzah! Gin

OP posts:
Tiredmumno1 · 03/10/2013 14:33

I am very glad you got a response Lion Smile

Although I did notice there was no offer of a goodwill gesture, especially after you were treated so appallingly by their staff.

I had a similar thing happen to me before in Argos, they sent me a £25 voucher, and I didn't even ask for it, I love Argos Grin

At least you are getting the furniture sent to you Smile

liquidstate · 03/10/2013 14:33

fantastic news!! It was only fair that they honour the description and frankly its a small price for them to pay to keep customers happy.

Although I do note they are looking for some of the furniture. What happens if you only provide one set?

May I join you in a Gin Grin

Tiredmumno1 · 03/10/2013 14:37

Liquid does have a point, I really hope it's the both sets. Otherwise you'll be going through all this again. If you haven't replied with your details yet, then maybe you should ask if it's the both sets as stated.

YellowDinosaur · 03/10/2013 14:42

TO be fair it's not both sets, just each of the rooms in the op. I'd wait and see what arrives. As long as it is what was advertised that's fine. If not then email Lauren back and ask her when the rest is coming

Original poster
Lioninthesun · 03/10/2013 15:02

It would have been nice to have some compensation for the shitty service and delay, but hey, at least I have had a positive response and apology!

I did wonder about the set, whether they will send the 4 stated in the original listing, but didn't mention it as I am hoping they actually read the description this time around... Possibly being naive again, but I am hoping they are actually on the ball now.

I will let you know what arrives! Thanks again everyone. Can't wait to get it all set up again for DD!

OP posts:
Tiredmumno1 · 03/10/2013 15:12

Whoops sorry I meant the 4 sets obviously Grin.

Just a bit tired today. Fingers crossed they come through for you Smile.

IsaacCox · 03/10/2013 15:28

Great news!

Birnamwood · 03/10/2013 15:40

great news

LIZS · 03/10/2013 15:44

:) result !

InLoveWithDavidTennant · 03/10/2013 16:46

fab news! Grin

will keep my fingers crossed for all 4 sets

still wont shop at asda though Wink

Panzee · 03/10/2013 17:02

Great news.

nickelbabe · 03/10/2013 17:29

glad they responded.

yy, you should be getting all four sets as stated in the original listing.

happystory · 03/10/2013 22:45

Small aside' this is been sent to myself' ..........aaagh
But great news finally, and hopefully....

MokuMoku · 03/10/2013 23:56

That's great news!

Whoever writes their website descriptions needs a new job,

Original poster
Lioninthesun · 04/10/2013 14:30

Happy & Moko you both made me smile - the language of the entire Asda staff seem to be of a very low standard. Did any of them pass GCSE English I wonder? Would explain why they had this problem in the first place.

I have no re-built the dolls house and the castle's family are being imprisoned in there (it looks more like a prison empty!). No furniture todayjust sore hands from brandishing a screwdriver far too many times in the last week , fingers crossed for tomorrow.

OP posts: