Consumer Rights Advice

[Mark A]

My old glue gun is knackered so I had a look on the internet for a replacement and found a company who specialise in glue guns and glue sticks. They currently have a 40% off trade-in deal for any old glue gun, so the model I was interested in would be £22.80, reduced from £38 (not including VAT) This model also comes with 1kg of glue sticks gratis. It also says on the website homepage "free UK delivery in June."

http://www.gluegunsdirect.com/tec-805-12 Sounds perfect, doesn't it!

Last week I posted them my old glue gun and yesterday they phoned me saying that they will email me the invoice. Total cost of the glue gun...£44.70! That figure includes postage £6.95, 1 kg of glue sticks £7.50 and VAT. A little bit more than what I was expecting!

I phoned them up to query the quote and they said that the 40% off trade-in deal is by phone only (doesn't say so on website) and the free postage/free glue sticks are a website only promotion. Again it doesn't mention this anywhere. So effectively I have a choice between 40% off, or the free stuff.

My knowledge of consumer rights isn't very good, but surely it must have small print saying something along the lines of "cannot be used in conjunction with any other offer" to back up their claims that only one offer or the other applies? They're not honouring the deals it clearly states on their website. This leaves me in a bit of a difficult situation as they have my old glue gun, which they'll no doubt charge an excessive sum to return to me.

Any suggestions?

Thanks,
Mark

 

[Elapid]

Chances are that you could take them to court and waste a day and win but probably better to just phone and cancel the order. Just make sure you are telling them why you are cancelling it. They might even honour it if you're threatening to cancel.

 

[Blister]

Awkward

You could ask them to post it back but as you say I bet they charge 5 times what you paid to send it to them

Or mention you are going to speak to the consumer rights people

Or just pay up

 

[marcros]

well, perhaps splitting hairs but...

the 40% off deal does say "call to order"

I cant see anything on the the free glue having an internet only restriction. If you click on the free delivery banner, it does say for website orders http://www.gluegunsdirect.com/blog/2012 ... h-of-june/ I only found this because I was looking for any extra bumph on it, it isnt really fair to publicise it without clearly showing any restrictions/terms.

Legally, you are probably on sticky ground, because the invoice is only an offer IIRC. I can see why you feel agrieved. I would try to speak to somebody in authority and hope that they uinderstand how you were confused- I would have made exacly the same interpretation that you have done.

I believe that they should return your gun to you without charging you for postage. If you were a consumer, you have 7 days to decide whether to keep the products (with some restrictions). Your gun is in effect part payment, so that would be "refunded" to you.

 

[Mark A]

Thanks for the advice guys

I know it's a very difficult one.

It was their "tough ****" attitude which got me. I'm buying the gluegun for myself, but how do they know that it's not for commercial use? As it happens, my family are in the haulage and removals business so could potentially put in a large order of glueguns for making cartons. Definitely won't be now though!

 

[RogerS]

You might try Trading Standards but don't hold your breath.

 

[DIY Stew]

As it happens, my family are in the haulage and removals business so could potentially put in a large order of glueguns for making cartons. Definitely won't be now though!

Ask them for a quote for several guns for the business then tell them to stick it because of their attitude.

Stew

 

[Mark A]

As it happens, my family are in the haulage and removals business so could potentially put in a large order of glueguns for making cartons. Definitely won't be now though!

Ask them for a quote for several guns for the business then tell them to stick it because of their attitude.

Stew

I'm not that cruel!!

I'll read up on consumer rights/trading standards tonight

Mark