To push for the higher discount code to be applied?

[gomo]

I recently bought a bag and used a first order discount code (via their newsletter sign up) to get 10% off. Literally two hours after ordering, I received another email from the brand with a personalised 20% discount code valid for my first order only.

I got in touch with the company to explain the situation and ask if there was any way of amending the order to use the second code, since they only sent that code after I had placed my first order. I was told they couldn't do this but they would instead offer me 20% off my next purchase.

I have no intention of buying from them again in the near future - nothing against the brand, I just don't need another bag! I've therefore emailed to ask them for a return on the first item (you need to request a return and get a shipping label from then, rather than just sending back) so I could reorder with the greater discount. Based on their returns policy and the email I got about the 20% code being valid for my next order, this should be possible.

I've also mentioned that if it's easier for them to simply issue a refund for the difference, I would be more than happy to save the hassle of returning and reordering.

I mentioned all this to a friend who thinks I'm being far too over the top. Normally I wouldn't bother so much but the bag was £750 so the extra 10% is a significant saving!

AIBU to push for the 20% discount?

Mauve the 20% voucher was triggered by the first purchase?

I did consider this. I'd like to think it's just bad timing. If they've waited until I've placed an order before emailing to say here's a code only valid for your first order, that seems a bit dodgy.

I have had this before and think it is just the company being slow to respond with the voucher which is annoying, I would push for the extra discount as it is an expensive purchase which you would only make once but I wouldn't bother if it was something say under £50

Not unreasonable in my opinion, although I can see their side too - it's not like you were unhappy with only.10% when you purchased.

If your order did trigger the 20% email then you've done them a favour as they need to amend the wording of the email so it isn't for your first order only.

Also, just to comment before someone raises it. I am aware they are not legally obliged to honour the 20% discount and the question is more about them doing this as a sign of good faith.

Under the circumstances YANBU. They were willing for you to have the 20% on a first order and that’s it, so they should honour it. Otherwise you will return this, it’s in their interests to let you have it rather than go elsewhere.

I'd do this in a heartbeat. Return the bag and if needs be clear your cache / cookies and use the code with a different email address so you can get the 20% off.

They were willing for you to have the 20% on a first order and that’s it
Alternatively, OP was willing to buy with the 10% discount, so why is she so bothered?

Sorry I think it’s just bad timing. You probably won’t get the 20% discount now either as you’ve already made a purchase and are returning it, so that usually negates the “first” time element part of your profile. They definitely don’t have someone waiting in the wings to send first time buyers extra codes once they’ve made a purchase, it’ll have been a preplanned auto email.

Its like booking a holiday then the next day it drops in price, it’s just unlucky.

Obviously you’ve asked and are unhappy with the outcome, but the company do need to draw a line somewhere, you’d have people emailing a week later asking for the same treatment.

Also, just to comment before someone raises it. I am aware they are not legally obliged to honour the 20% discount and the question is more about them doing this as a sign of good faith.

What good faith? You're never going to order from them again so it's not as if they're trying to keep you as a customer.

but if it is OPs first order that triggered the 20% of your first order, how could she ever claim that? or is the 20% intended for her to give to a friend?

For that much money I totally agree. If they wont honour the 20% off one returned you could try creating a new account with a different email address

The 20% code is definitely aimed at me rather than being one of those "thanks for your purchase, here's x% off for a friend if you share this code".

The email starts "Dear gomo, enjoy 20% off your first purchase. Log into your account and use code ... at checkout". I have no idea whether you actually need to be signed in to the linked account or if it'd work with any email address.

£750 is not an insignificant amount of money haha.