I've been stuffed on my first online purchase -advice needed
Discussion
I've never been a fan of online shopping, but the current lockdown situation has led to a bit of a rethink.
I read a lot. I usually source my reading material from charity shops during my (normally) frequent visits to the UK. Having been unable to travel owing to the current situation, I've run out of reading material, so I decided to order some books online. I'm in Belgium.
I'm a regular visitor to a UK high street bookshop (let's call it Portaphones - at least it rhymes!). On 3rd May I ordered 6 books - they offer free UK delivery on orders over £20, but charge for delivery overseas. The delivery cost for 6 books was reasonable. I paid with a Visa credit card.
Today I received 3 mails. The first 2 mails were to let me know that they'd sent me 2 books SEPARATELY - and charged me 2 x delivery. The cost for these first 2 shipments pretty much used up the amount I had already paid for the 6 books and delivery. The 3rd mail was to let me know that they couldn't send the other books as they had tried to charge an extra amount to my card which had been refused.
I've tried phoning the number in their mail - get the usual spiel about being a valued customer and someone will answer when they're free - and I've filled in the form on their website.
I have a few business suppliers who ship from the UK. When they have to split a delivery due to stock shortages, they assume the extra shipping cost. Had Portaphones offered me the choice, I could also have waited and received everything in one go.
Is this normal business practice?
I read a lot. I usually source my reading material from charity shops during my (normally) frequent visits to the UK. Having been unable to travel owing to the current situation, I've run out of reading material, so I decided to order some books online. I'm in Belgium.
I'm a regular visitor to a UK high street bookshop (let's call it Portaphones - at least it rhymes!). On 3rd May I ordered 6 books - they offer free UK delivery on orders over £20, but charge for delivery overseas. The delivery cost for 6 books was reasonable. I paid with a Visa credit card.
Today I received 3 mails. The first 2 mails were to let me know that they'd sent me 2 books SEPARATELY - and charged me 2 x delivery. The cost for these first 2 shipments pretty much used up the amount I had already paid for the 6 books and delivery. The 3rd mail was to let me know that they couldn't send the other books as they had tried to charge an extra amount to my card which had been refused.
I've tried phoning the number in their mail - get the usual spiel about being a valued customer and someone will answer when they're free - and I've filled in the form on their website.
I have a few business suppliers who ship from the UK. When they have to split a delivery due to stock shortages, they assume the extra shipping cost. Had Portaphones offered me the choice, I could also have waited and received everything in one go.
Is this normal business practice?
Email them and try to sort it out. If not happy, cancel the orders - distance sales are revocable for a period after delivery.
But NB check what terms you clicked yes to before purchasing. The percentage of people who read terms before clicking yes to a purchase is somewhere between 0 and 0.0000000000000000000000000000000000001.
But NB check what terms you clicked yes to before purchasing. The percentage of people who read terms before clicking yes to a purchase is somewhere between 0 and 0.0000000000000000000000000000000000001.
Contact your credit card company, they will advise you to to put this into dispute status.
KEEP ALL RECORDS OF THE ORIGINAL TRANSACTION.
Credit card company will want all details and any correspondence.
Keep note of any phone calls, Best to complain in email /writing, that way there will be a firm record.
It might take several weeks / months but you will likely get your monies back.
KEEP ALL RECORDS OF THE ORIGINAL TRANSACTION.
Credit card company will want all details and any correspondence.
Keep note of any phone calls, Best to complain in email /writing, that way there will be a firm record.
It might take several weeks / months but you will likely get your monies back.
Breadvan72 said:
Email them and try to sort it out. If not happy, cancel the orders - distance sales are revocable for a period after delivery.
But NB check what terms you clicked yes to before purchasing. The percentage of people who read terms before clicking yes to a purchase is somewhere between 0 and 0.0000000000000000000000000000000000001.
I have done this. I've also tried phoning, but I'm sure they are running at reduced staffing levels, so I'm not expecting a reply any time soon. I sent a query about another (soon to be published) book at the same time as I place the order. I received confirmation that they'd received my query, but 10 days later I still haven't had a reply.But NB check what terms you clicked yes to before purchasing. The percentage of people who read terms before clicking yes to a purchase is somewhere between 0 and 0.0000000000000000000000000000000000001.
I have also seen in their T & C's that they (try to) take payment from the card at the point of shipping rather than the point of order. That won't work as we have double checks on all transactions, so I have to enter an authorisation code for each transaction.
The whole point of ordering 6 books at once was to minimise the shipping cost per book. As it stands, I've now paid nearly £20 shipping for a £6.99 book - twice! It would appear that this is OK in their T & C's, but I find it a bit shabby.
Breadvan72 said:
You could have ordered from a Belgian supplier, or even the dreaded Amazon, but it is better to order from small bookshops rather than majors.
You're quite right - and I looked at this (a Belgian supplier). I would have paid €17.99 per book including delivery (€107.94 in total). If it had worked as I expected, I would have received the same 6 books from Portaphones for €74.33 at current exchange rates. I didn't look at Amazon as in the past - when I have looked at other stuff - they don't ship to Belgium.sunbeam alpine said:
I didn't look at Amazon as in the past - when I have looked at other stuff - they don't ship to Belgium.
You could try Amazon.de - that is at least on the same continent, and the product codes in the UK site webpage address might be be the same on the .de site, so you could just copy and paste it into the .de search box.RSTurboPaul said:
sunbeam alpine said:
I didn't look at Amazon as in the past - when I have looked at other stuff - they don't ship to Belgium.
You could try Amazon.de - that is at least on the same continent, and the product codes in the UK site webpage address might be be the same on the .de site, so you could just copy and paste it into the .de search box.
RSTurboPaul said:
sunbeam alpine said:
I didn't look at Amazon as in the past - when I have looked at other stuff - they don't ship to Belgium.
You could try Amazon.de - that is at least on the same continent, and the product codes in the UK site webpage address might be be the same on the .de site, so you could just copy and paste it into the .de search box.BertBert said:
sunbeam alpine said:
It would appear that this is OK in their T & C's, but I find it a bit shabby.
Does that mean what they are doing is within their Ts&Cs? Splitting shipmnets and charging more shipping?They charge shipping for overseas orders. If they deliver everything in one go, it costs a bit less than £3 per book, which is fine. As it stands, if they send one book I'm paying more than £20 for a £6.99 book.
I'm waiting on a reply via internet. They have a UK freephone, but from overseas it's a paid number, which just adds insult to injury.
Did they offer a group your deliveries option, as Amazon do? You might be scuppered by inattention to the terms and conditions. Cancelling may also leave you with a return bill.
Abe Books is worth a look - owned by Amazon, but some of the money goes to indy booksellers. I use Amazon a bit, but hate myself for doing so. See also: all forms of social media.
Abe Books is worth a look - owned by Amazon, but some of the money goes to indy booksellers. I use Amazon a bit, but hate myself for doing so. See also: all forms of social media.
Breadvan72 said:
Did they offer a group your deliveries option, as Amazon do? You might be scuppered by inattention to the terms and conditions. Cancelling may also leave you with a return bill.
Abe Books is worth a look - owned by Amazon, but some of the money goes to indy booksellers. I use Amazon a bit, but hate myself for doing so. See also: all forms of social media.
In the worst case I've got 2 expensive books and I'll cancel the rest of the order. Given what some people are going through at the moment it's hardly a disaster. Abe Books is worth a look - owned by Amazon, but some of the money goes to indy booksellers. I use Amazon a bit, but hate myself for doing so. See also: all forms of social media.
Not sure if serious. ...
I could not live in a house that was not full of books. I have battered paperbacks that I have owned since a teenager, my college books, and also some books that are interesting because of their age and/or beauty. I could ditch all my stuff, but not my books.
Marie Kondo, away with you!
I could not live in a house that was not full of books. I have battered paperbacks that I have owned since a teenager, my college books, and also some books that are interesting because of their age and/or beauty. I could ditch all my stuff, but not my books.
Marie Kondo, away with you!
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