p*sssed of with Debenhams online shopping.........

[HRHQueenOfQuotes]

Last Friday afternoon - just after lunchtime I ordered 2 Samsonite Suitcases - they were in the sale and only £80 each (a massive reduction on the usual price). We'd decided to go for Samsonite because of the quality - and because we wanted some really decent hard cases.

So that was last Friday, - got the confirmation email item will be delivered shortly etc etc etc. Then today - while I was out, and only about 1hr before their call centre closes, I got an email telling me

"Thank you for shopping tripp at Debenhams, unfortunately the item you have ordered is currently out of stock, however we would like to offer you alternative product, could you please contact us on 08453456085 so we can discuss alternatives."

Of course it doesn't say in the email what time their number closes - and of course I'm too late to ring today - according to the website I would have got the cases in 5-7 working days (today being number 3) - so even if they offer a decent alternative (although DH has just told me over the phone Samsonite is Samsonite nothing less....) I'm going to have to wait another week for them to be delivered.

ARGHHHH really p*ssed off - I've just had a very exhausting (but succesful) trip into town to get lots of little bits and pieces for our holiday in 3 weeks time and atm it looks like I'm not going to have anything to put them in - just looked on their website and the next 'cheapest' Samsonite they have (if it's even in stock) is almost 2 times the prices of one of them

oh well guess I'm getting worked up over nothing

How frustrating - and what a completely cr*p stock system they must have. How can they send you a confirmation email, and then go back on it? Maybe you can use that to argue that you should get an equivalent at the same price you would have paid originally?

and by 'originally' I mean the sale price of the ones you thought you'd bought.

That's what I hope to argue - it's just so frustrating - I got loads of little 'bits' in town today and now I've crossed them off our list of things to buy before we leave I thought we were pretty much sorted - now I don't know where we stand with the suitcases!

Kind of crucial for going on holiday too. Good luck - go in politely but firmly, and see where you get.

what a pita. tbh I always find their website slow or out of action at sale times. What may have happened is that there was a discrepancy between what they remained in stock on the computer and what they physically had in the warehouse - used to happen all the time I'm afraid.

yes the website is pretty slow - but it was the cheapest place we could find those suitcases - so we jumped at it [frown]

Did you pay for them online? If so, once you got the confirmation e-mail the contract is binding so they are now in breach. If they have other samsonite cases in stock it would not be unreasonable for you to ask for them to supply those instead if they are acceptable to you. Debenhams, as a large company, will be very aware of their obligations under the Distance Selling Regulations so I would have thought that you would have a good chance of success.

Yes we payed for them online, then got the confirmation email with the Order No. in it straight away.

Then they are in breach - they have entered into a contract to supply goods which they are now saying they cannot supply. When you phone up point this out very nicely and ask them what they are offering you instead, making it clear that you are only interested in samsonite. Generally polite persistence works. The only downfall I can see is if you are going on holiday in three weeks you obviously need the cases by then, otherwise you could just hold out for when they get new stock in. Obviously if you can't come to an agreement they should refund your money immediately. Good luck

well TBH I'd rather they did offer another hard case Samsonite (for the same price we paid) as the one we bought was near the bottom of the range

BTW - thanks for your advice SD - much appreciated.

called them - and all it is is that they don't have them in red anymore, they could offer me the same brand, shape, size, spec etc etc - but in either purple, black or deep turquoise (so I've gone for the turquoise). They'll be dispatched from the warehouse today for delivery either tomorrow or monday .

(guess I was just panicking over nothing - but you know what it's like when you're going away LOL).

Sounds like a good result

Oh good - one less thing to worry about.

Glad it's sorted. Have a great holiday

ARGHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHH

ONE suitcase arrived today - marked "item 2 of 2" - so no invoice with it either. Can't get through to bl**dy Tripp Luggage - just keep on being asked to 'hold' and then asked to leave a message or email them.

Not even sure if it's the right suitcase - we ordered Samsonite F'lite Promo - but the label says Samosnite F'lite Basic............

Last time I'm ordering from them

FGS - they're having a laugh aren't they? DH tried all morning to get through to them - and I've been trying since 3pm with no success