Another Derby House Thread :(

Dizzleton

Dizzleton

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First and last order with Derby House this month. Ordered 2 items in the Pick25 offer. Was a bit dubious about placing an order, but it was too good to miss..

Placed the order on the 25th June and haven't received anything through the post. The first email came on Tuesday saying 'Due to system error' they cannot post my item. Next email came today with the same 'system error' excuse about my second item.

I should expect a refund in 2 - 4 working days for each item..

I can guess that lots of other people are having this problem too!
 
It's only been a week, just give them a call. I did that, had a bridle that hadn't arrived, called them and it was here two days later. It wasn't a big deal.
 
I phoned about my orders today too, from the 2 for £25 range.

Was told all 4 items I chose shouldnt have been available to buy so I cant have them. The are refunding my money. :mad:

Not happy as others have got what they ordered. It was a bit of a punt to order with derby house but wont be bothering again.
 
I ordered some of those Kinpurnie boots, mid-May I think it was. They finally arrived end of June. To start with there was a 2 week delay, I was Ok with this, then there was an e-mail, another 2 week delay, and then another one after that, another 2 week delay! Same excuse every time... 'Awaiting stock from manufacturer'. What really p!$$ed me off, was the fact that they had done another offer on the boots I had ordered mid June, and they were stated as 'In stock'!!

When they finally came, I was rather pleased with them, took a few days to wear in, but really nice boots. Then we had a bit of rain and after walking through the wet field, found out one of the boots wasn't waterproof. Decided not to send them back as couldn't deal with another 6 week + saga. Did complain after 5 weeks of waiting, but never heard back :(
 
If they were marked as a particular price then they have to sell them to you for that or it is false advertising. Their mistake = their problem. I would threaten them with trading standards if they are telling you that you can't have them for the price you paid.
 
Sprig said:
If they were marked as a particular price then they have to sell them to you for that or it is false advertising. Their mistake = their problem. I would threaten them with trading standards if they are telling you that you can't have them for the price you paid.
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Good idea! I'll give it a go.
 
Hot_Toddy7 said:
I ordered some of those Kinpurnie boots, mid-May I think it was. They finally arrived end of June. To start with there was a 2 week delay, I was Ok with this, then there was an e-mail, another 2 week delay, and then another one after that, another 2 week delay! Same excuse every time... 'Awaiting stock from manufacturer'. What really p!$$ed me off, was the fact that they had done another offer on the boots I had ordered mid June, and they were stated as 'In stock'!!

When they finally came, I was rather pleased with them, took a few days to wear in, but really nice boots. Then we had a bit of rain and after walking through the wet field, found out one of the boots wasn't waterproof. Decided not to send them back as couldn't deal with another 6 week + saga. Did complain after 5 weeks of waiting, but never heard back :(
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I waited a bit longer for mine but had the same excuses. Randomly when i messaged to say to cancel the boots, they said they had despatched them that morning? Coincidence?
Also, when they were sent, the width of one boot is 1cm difference around the calf so bigger and noticeably so, now they are disputing there is a fault so they wont accept them back!

not the first problems we have had using them, very very poor customer services!
 
I've just sent them another sh***y message :). If you message them through Facebook, they respond a lot quicker!

Such a shame, they used to be my preferred online shop. I agree jm2k, the customer service is appalling.
 
blucanoo1990 said:
I second sprig.
Its the same in a super market.
They have to it for what is says.
Or it's false advertising.
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My husband who was a retail manager for years used to get people claiming this all the time, he says the shop is not obliged to sell the item for that price and can withdraw it from sale and never had a customer who could make their claim stand up

I got all of my items from the 2 for £25 offer but I think I was luckier than most as my items were unusual sizes (4ft rugs) that always end up as sale items anyway so were likely to be available
 
jm2k : regardless of if there is a fault as long as the item is unworn/used you have 7 days under the distance selling regulation laws, you can return the goods with out having to give a reason. you need to cover the return postage but any postage you paid for the order to be sent to you should be refunded as well
 
Morally they have to honour it, but as another poster has said all they have to do is with drawer the offer :(

I found this out in tesco last year :(

They had some lovely knives for £25 for the set, they check out put them through at over £80, so I explained what they had advertised them as... They said they did not have to honour it and removed them from the shelf :(

Although I was always under the understanding that they DID have to honour it, and infact a price is just a RRP and is open to negotiation any way!!!!

Perhaps some one can throw more light on this?
 
Legally I think it is called (an invitation to treat) if goods are just advertised at a certain price It is not a binding contract. However if they offer the goods and you accept their offer by paying them it is a different matter. Could be a legally binding contract because there has been an offer by them and an acceptance by you (Especially if they accepted your payment)
 
Again hubby never had a case where he had to sell the goods, he was obliged to refund but not part with the goods but maybe people here will have better luck

Even if they do refund DH have had quite a bit of money knocking around in their accounts for a week or two

Even though my experience has been very good I would HATE to be one of their customer service staff members - what a totally demoralising job that would be seeing offers come up on the website knowing you will have to deal with the fallout :(
 
If the shop accepts your offer to buy an item it has to be at the stated price. However the shop can refuse to sell you the item. I work in retail and every time I've seen it happen we have honoured it as its our mistake (unless you get idiots swapping tickets round) but we don't have to.
 
Interesting Love. Hubs must have been a particularly scary manager lol

That's going to put DH in more deep water then!
 
WelshD said:
Interesting Love. Hubs must have been a particularly scary manager lol

That's going to put DH in more deep water then!
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I know, I'm trying to get my head round how it stands as the cash has been taken, so in a way they have accepted the offer to treat, but they still have the goods, so what can the buyer do?... Think this could be a tricky one!
 
They've put 2 items for sale at 2 for £25 / £12.50 each. I added them both to my basket, checked out and paid. They withdrew the money from my account only to say 2 weeks later that the items shouldn't of been in the sale. :(
 
I've had no luck either, had to ring to chase order and then was told system error, items out of stock. Money being refunded and voucher on the way too. Very apologetic customer service rep.
Disappointing.
 
Maybe someone should notify trading standards of this. It seems daft that lots of people are experiencing this issue. Taking money, only to have to refund it and give yourself a bad name is hassle for everyone. On a different issue, Tescos have a double the difference back policy. If an item is labeled as one price, is scanned through at another, then customer services refund double the difference back. The store is very hot on keeping track of offers so they don't have to loose money on refunds but its worth knowing.
 
I also got sucked in by their 2 for £25 offer. I needed some breeches but when they went in the basket they went down to £5 so I ordered a few more! Would be rude not to.

But of course nothing has arrived, my phonecalls have been politely answered by customer services who must have one of the worst jobs in the UK, apparently this stock that was to be "despatched within 24 hours" is "awaiting stock from supplier". Three pairs of breeches are in but a couple are out so I asked for those in stock to be sent. I've received a despatch notice for one pair, the other two pairs are "being picked". Surely they've cost themselves money by sending them separately?
 
Has anyone contacted BBC Watchdog about this?
Fair enough an errors on websites can happen but to wait 2 weeks after taking your money before telling you about the error is a total scam!
 
It's annoying they cant fulfil so many orders when I get loads of emails from them about boot sales, rug sales etc...final day, order now. It seems pointless.
 
And they never emailed me to tell me about their system error and couldn't fulfil the order. I had to ring, when I asked why no one had told me and when would my money be refunded? that was blamed on another error ..but I've got a £10 voucher..why on earth would I want to use that !!
 
Just called them today and surprise they had a system error that allowed people to buy stock that wasn't available and to reduce the value of items more than should have been allowed. Apparently they noticed mon night, I should have received an email tues but alas nothing ....

So no items and no money for another 48hours. I can't be bothered to shop with them any longer as there is always an issue.

I think it would be interested for them to be investigated by watch dog as the continually put out offers, take money and then don't have the stock.:mad:

https://ssl.bbc.co.uk/programmes/b006mg74/contact
 
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Jackster14 said:
It's annoying they cant fulfil so many orders when I get loads of emails from them about boot sales, rug sales etc...final day, order now. It seems pointless.
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Ive got 6 emails in my spam folder from today and yesterday about sales and offers, seems the 24hr footwear sale has been going on around 2 days so far ;)

Jackster14 said:
..but I've got a £10 voucher..why on earth would I want to use that !!
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I had a voucher after my bridle-with-only-one-cheekpiece debacle (which was followed by them sending out a replacement pair of cheeks in the wrong size :confused:) and I tried spending it only for them to stuff up that order as well.
 
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