Sanity check - if I company cannot supply me with exactly what I ordered I don’t have to take an alternative do i ?

[3BSHKATS]

So long and the short of it is ordered something for DD’s birthday. An event. He can’t go ahead exactly as described, but it can go ahead, kind of alternatively. I don’t want the alternative.
So I’ve said either put the money towards something else that I can order completely different or refund my money.
I’m just checking that I’m not losing my mind because they’re coming back with no.
I did pay for it on a credit card

When I have bought match tickets in packages there is usually a term covering changes and that the package is not refundable in the event of a change. This is often because the match time changes due to TV scheduling.
Check your t&cs

There might well be terms and conditions for easy Legal. That’s the question I guess. Terms and conditions do not override your legal consumer rights. And this is not about a televised. It’s about Stadium, not physically completed, and more to the point Liverpool are refunding.

• but is that legal it should say

I don’t think it is legal.

The which website has a template letter for this. I also think that the consumer rights Act says that any information that the customer relies on is binding contractually. So if you booked based on specific seats and restaurant they are in breach of contract by not being able to deliver that and need to refund.

https://www.which.co.uk/consumer-rights/letter/letter-to-complain-about-tickets-that-are-not-what-you-ordered-aesOJ2j8ZfPo

I'd tweet whoever i booked it from, Liverpool, the restaurants, trading standards and maybe someone like Martin Lewis money saving expert to say how disappointed you are that they are refusing to honour the sale or refund your money but insisting you must take significantly downgraded experience for same money; that you're very disappointed as you thought they were honourable, reliable, trustorthy but this has shown they are not - then sit back and see if anyone gets back to you to prove that they are.. good luck!

If you paid by credit card then contact your provider and see what they think? It really does depend on the Terms and Conditions which you’ve agreed to as to whether you’re able to claim a refund in this instance as they’re offering you an alternative. That being said, you don’t seem the alternative to be adequate?

I don't understand this. You've said twice that Liverpool are refunding. To who? To the agent? In that case they haven't a leg to stand on if they've been given your money.

Contact them in writing (email probably easiest) stating in no uncertain terms that you do not agree to the change in item and as per your consumer rights you expect to be refunded within the next 7 days, otherwise you will be claiming back the cost with your credit card provider. Banks and credit card providers make it very easy to submit claims for things like this as they are unfortunately very common and some companies like to try pulling a fast one on people.

Their terms and conditions do not override your consumer rights. If they don't supply what you have paid for and aren't offering a reasonable alternative, you are entitled to a refund regardless.

Thé. A six principle is you can contract on whatever terms you agree, so the contract is the storing point. Overlaid on that is that as you are a consumer and they are a business are the t&cs considered »fair ». No one can answer that definitively, but at those numbers and with those terms it seems unlikely to be fair. Google consumer rights act 2015 and see if there is any help there

Thank you all, over tothe cc i guess.

I know you didn't pay with a credit card but is there any option for your bank to open a dispute

When you say Liverpool have refunded do you mean the the £1000 is just for the meal element?

The OP says she did pay with a credit card.

Thatll teach me to read threads when it stoo sunny to see the screen properly 😂

In that case get a refund from the credit card company

But you would expect to be refunded the amount allocated for the cooker if the builder could not offer you something you were happy with so you could put it towards something you were happy with. You certainly wouldn't be expected to accept whatever they replaced it with as an alternative. Like a bright blue cooker when you ordered a matte silver one

Something else to watch out for although God knows how you protect yourself against this. If you pay a deposit for something they then set up the credit card as a subscription payment so that it can’t be prevented. Even if you block the card call reported as lost and stolen.