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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

...to expect Vertbaudet to make their offers a bit more clear?

24 replies

kekouan · 24/11/2008 09:42

I recently placed an order with Vertbaudet via the advert in the last M&B magazine. The offer was £10 if you bought over £25 of goods, feee delivery and a free change bag.

I placed the order from the mini catalogue ATTACHED to the offer, filled in the order including the doscount, and posted it off.

Stupidly I didn't pay by cheque, I put my card details down, and now they have sent the goods saying that I wasn't eligible for the order.

Because the goods came in two packages I didn't realise they'd done this until I'd de-tagged and washed most of the clothes.

Am I being unreasonable? Maybe I didn't read some small print or something, but the offer was attached to the catalogue and it was very clearly made out.

Am upset. Can't afford Vertbaudet clothes and wouldn't have ordered from there if the offer wasn't in place.

grr.

OP posts:
Original poster
kekouan · 24/11/2008 09:43

God, what's wrong with my typing. Sorry. you get the jist...

OP posts:
NCbirdy · 24/11/2008 09:45

Call them, you may find they are sympathetic, especially if you threaten a bit (you know, if other parents knew that you were making false... blah blah). Try softly softly, then harsh - after all if they sent it in two lots then you do have a case as they should have told you about it in the first package too.

WhereTheWildThingsWere · 24/11/2008 09:47

I would phone them and SHOUT alot they are very receptive to this ime, my mum once sent them her phone bill when they had kept her waiting on the line for 35 minutes with a very stiff letter and they sent her a cheque for the call!

Really just state your case and don't give in.

Good luck.

Original poster
kekouan · 24/11/2008 10:02

thanks. they emailed me and said that I wasn't eligible - thing is I put the amount I was paying on the order form with my CC details, and they've taken the full amount. Are they allowed to do this?

Has anybody else used this offer and had the same thing?

OP posts:
christywhisty · 24/11/2008 10:14

I got caught out the other week. I had £40 off for Redoute (same company) only to find most thinks I wanted to order weren't covered ie not in the winter catalogue. I was ordering online and noticed only £15 was discounted so cancelled the order.

christywhisty · 24/11/2008 10:18

I meant to add I have been a customer of both Verbaudet/redoute for well over 10 years and I have noticed they are putting more and more restrictions on their offers lately.

jasper · 24/11/2008 10:27

kekoun that sounds dodgy, that they saw on the order form the amount you THOUGHT you were paying and processed it anyway, taking the full amount.

DO you want to cancel the whole transaction ( and not lose out on postage?)

If so phone and tell them. Personally I don't think shouting is ever a good idea as the person on the end of the phone is unlikely to be directly to blame.

NCbirdy · 24/11/2008 10:29

They cannot take more, seriously, ring tham and shout. You can threaten trading standards or equivalent if they have taken money you did not agree to. Find the number, call them and let us know how it goes!

NCbirdy · 24/11/2008 10:31

Jasper, the person on the end of the phone is paid to listen to a custmomers complaints, yes it is shit but that is the job. (BTW, when I say shout I do not actually mean in the raised voice way I mean in the strong, not gonna take any crap way. - so yes Jasper from that POV you are quite right)

Does any of that make sense at all?

jasper · 24/11/2008 10:32

I got caught out with them recently as a new customer.

They were offering 25 % discount off ANYTHING from the winter catalogue.

Except they weren't.

The offer exdcluded the green star "happy price" items , which were the ones I was wanting to buy.I was not aware of this happy price exclusion

I ordered online and the dearer price kept coming up in the box.

When I phoned the representative was very helpful.

Unfortunately I had cause to phone 3 more times and each time was told different information!

If you phone and give your customer number the operator will tell you which of their bewildering array of promotional codes currently applies to you.

jasper · 24/11/2008 10:33

YANBU!

rosbif · 24/11/2008 11:24

I am in France. Verbaudet and La Redoute, are both french companies as you probably well know. They have really gone down hill recently with their offers and pants customer service. I have noticed that their products aren't as ggod quality as they used to be too so am boycotting them now! Love Cyrillus though, think this is one of the same brands and never had a problem with them.

jasper · 24/11/2008 15:48

Rosbif (love the name!) that is very interesting.Aretthey big in France?
I did notice La Redoute were sponsors of some of the big cycle races in the summer.

Actually the clothes I did get from them were lovely, and I would esp. recommend boys' trouserd in 3 width fittings - great if your kid is a bit thin or a bit fat.

christywhisty · 24/11/2008 16:01

There were La Redoute and Verbaudet shops in Lisle when we had a stop over there a few years back. Noticed the prices were about the same as the catalogue

Fennel · 24/11/2008 16:03

They've done that sort of thing to me twice, sent me offers for discounts which don't actually go through or work, and then they suggest it's my lack of adhering to the rules of the special offer.

Now I just throw all their mail in the bin.

blueshoes · 24/11/2008 17:35

If you are going to order from Vertbaudet using their discount codes, it is best to do it online. That way, if you have say 6 different codes, you can apply each code in turn online during the checkout process to choose the one which gives you the greatest discount.

It is true that Vertbaudet have tightened up their discount codes recently. They never apply to sale items or Happy Price items. If it is £10 off over £25 of goods, it presupposes that you have ordered at £10 full price items to apply the discount against. If the code involves free p&p, you have to have at least one full price item in our order (I usually add a sock or knickers to achieve this). hth

Original poster
kekouan · 24/11/2008 19:06

I only ordered full price items, no discounted ones. I was very careful... the problem was that it was apparently from the wrong catalgoue. (even though it was ATTACHED to the sodding order form)...

They have agreed to refund the difference - it was very very clear on the form, I totalled it all up and it was very obvious that I was expecting the discount - it wasn't a case of me forgetting to use the code - they took more from my card than I authorised them to, so they have to refund it.

if they do this to you, argue with them. The deals should be much more clear... have to say, I'll never be ordering with them again..

OP posts:
rosbif · 24/11/2008 20:21

Yes, Jasper Cyrillus very big in France but have an English site too www.cyrillus.co.uk quite pricey but quality excellent - lots of clothes lasted from Dt's to DS3. Oh and the ladies things are nice too...

WilyWombat · 24/11/2008 20:36

I think they have gone massively downhill in recent years. They used to have good offers and great customer service - neither are particularly impressive these days. Also their sizes are all over the place.

A few times they havent been able to process my payment online then have charged me for late payment (it takes 5 DAYS to clear!) I usually send them a stinky e-mail telling them im going elsewhere and they waive the fee.

zuleika32 · 23/03/2011 14:11

I bought some items from vertbaudet - they were never delivered despite them taking my money. When I called to find out why they said that the package had been sent to their courier but then was never dispatched.

Their unbelievably bad customer service then told me that their "policy" was to hold on to my money for the next 28 days while they do an internal investigation with the couriers. At no point was I offered replacement items or a refund until this process was followed through. OUTRAGEOUS! Why are their issues with their courier company my problem! I want my money back or a new delivery of the items!

AlpinePony · 23/03/2011 14:22

Shockingly shit website. Spent nearly an hour on it last week loading a big shopping basket, got to the "pay" bit, everything bar 3 items had "sold out". Fuck to the off. Don't put it on your fucking pages if it's sold. I didn't buy anything.

Booandpops · 23/03/2011 14:58

Yes. You have to watch the offers very carefully. I love the clothes as they are unique but I'm very careful with what I order now. I have to really love it to buy

ethelina · 23/03/2011 15:05

I had the same issue with stuff appearing on the sale pages and all sizes actually sold out (all of them!) Whats the point of including it in the sale if there's none left.

I did a provisional order with the promo £20 off £40 goods but I just can't reach the £40 of full price goods with anything I actually want so I used it for what its most useful as - firelighters.

Kirisox · 23/03/2011 15:15

I found their catalogue so off puttingly jumbled and confusing that I didn't bother to order anything.

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