Pretty appalled with Derby House

[Holly Hocks]

My OH got me some Derby House vouchers for Christmas - firstly because he wouldn't know what to buy me, but knows that it would be something horsey, and secondly because he knows that I love going to their sale.

So I've just been caressing the vouchers ready for a trip down there, only to read the print on the back which states "This voucher cannot be used against sale items".

Now he is pretty furious, as not only did he ask for them to be delivered in a plain envelope and they turned up packaged in full Derby House Packaging (which I got out of the letter box) but the person he spoke to in the contact centre didn't advise him of any terms and conditions relating to the voucher.
I have also just checked online on the "gift vouchers" part of the website and nowhere does it say that they cannot be used against sale items.
I have just sent them a very snotty e-mail saying that the vouchers will be returned for a full refund, and complaining about the fact that not only does their website say nothing about them not being able to be used against sale items, but that they turned up all marked up in Derby House packaging.
I await their reply.....so another thumbs down for Derby House - I'll stick to Rideaway or Robinsons in future!
Strange that the M&S and Next vouchers don't say anything about not being able to be used against sale items.....

 

[dumpling]

Fair enough. I'll probably get shot down for this but the majority of voucher type things usually say not to be used in conjunction with any other offers ie: sale items.

However if it doesnt say that then I'd be a bit annoyed too!

 

[rotters13]

I'd spend them fast! As far I as know I understand that they are going into administration.....

 

[DragonSlayer]

Yep, that's pretty sneaky of them, I'd be p*ssed too..

Let us know what they have to say on the matter!

 

[Holly Hocks]

Fair enough. I'll probably get shot down for this but the majority of voucher type things usually say not to be used in conjunction with any other offers ie: sale items.

However if it doesnt say that then I'd be a bit annoyed too!

Nope- I can't find it anywhere on the website and I've always used vouchers against sale items at every other store I've had vouchers for! I believe there is a case of misrepresentation under the Sale of Goods Act and if e-mail isn't received saying that the vouchers can be used, then he is going to return them and ask for a full refund and he will give me the cash instead.

 

[Holly Hocks]

Yep, that's pretty sneaky of them, I'd be p*ssed too..

Let us know what they have to say on the matter!

Will do - I'll post tomorrow when I've had a reply from them (I've demanded a reply within 24 hrs as the website states they will "aim to reply within 24 hrs").

 

[TopTotty]

Yep I've heard they are going bust too....get in there and spend them vouchers!!!!!

 

[rockysmum]

Fair enough. I'll probably get shot down for this but the majority of voucher type things usually say not to be used in conjunction with any other offers ie: sale items.

However if it doesnt say that then I'd be a bit annoyed too!

Yes but they aren't vouchers as such. The purchaser paid full price for them, he could just have given the OP the same amount in cash which she would have been able to use on sale items.

The whole point of gift vouchers from the sellers point of view is that they have to be used in their stores. I have never seen restrictions on any I have bought.

Dammed cheek in my opinion, definately return them

 

[quirky]

I'd spend them fast! As far I as know I understand that they are going into administration.....

Isn't this just a vicious rumour?

I went into the Wrightington store on Thursday and it had new stock as well as sale items ..... it wasn't exactly looking like Habitat pre administration!

 

[AndiK]

I am sure I have brought sale stuff with vouchers before.... Not sure they were Derby House one's though....

I did not know they were going into administration though

To be fair I stopped shopping there a) when they shut the Moreton store and b) when they stopped being relatively quite cheap.

I use Robinsons, 4Dobbin.com and Countrywide now... Better quality and good deals

 

[Holly Hocks]

I am sure I have brought sale stuff with vouchers before.... Not sure they were Derby House one's though....

Yes, I think Kirsty17 is probably thinking of coupons - you know where you get a coupon for say 25% off something but you can't get 25% off something which is already being sold at 25% off...
Vouchers are full-price products - the idea being that they can only be used at the company which they are being purchased from.

Basically OH has got me £150 of vouchers - for which he paid - £150. So regardless of what they are used against, DH still get their £150!

It's probably a good job they're not open right now - I'd be on the phone losing my rag!!

 

[coss]

their stock control isn't the best from dealings i've had and friends have had... some people gtting the right end of that deal and others not so "yes we have that item in stock, yes we sent it" - when they hadn't sent it and it wasn't in stock when speaking to another advisor!

 

[WoodsideEventing]

I know most people will stick to the big online websites but maybe have a look at www.thomasirving.co.uk they are a big big shop on the North Derbyshire / South Yorkshire border. OP - I hope you get your voucher situation sorted xx

 

[quirky]

Will do - I'll post tomorrow when I've had a reply from them (I've demanded a reply within 24 hrs as the website states they will "aim to reply within 24 hrs").

Don't hold your breath, they are closed tomorrow and Tuesday, back to normal opening hours on Wednesday.

 

[Holly Hocks]

Don't hold your breath, they are closed tomorrow and Tuesday, back to normal opening hours on Wednesday.

Well I hope nobody looks at their website and decides to take a trip there - website states they're open from 10am til 5pm tomorrow......looks like DH don't know their left hand from their right hand....

 

[quirky]

Well I hope nobody looks at their website and decides to take a trip there - website states they're open from 10am til 5pm tomorrow......looks like DH don't know their left hand from their right hand....

Ooh, how bizarre.
I have been sent an email from H&H about DH's sale. The opening times are completely different to their website .

So, it's anybodies guess as to when they are open!!

 

[lannerch]

The going bust bit was a vicious rumour as far as the gift vouchers go they are not discounted to buy so most certainly should be equal to cash I agree with your fury!

 

[s4sugar]

Try a comment on their Facebook page.

 

[Bikerchickone]

Try a comment on their Facebook page.

I'd definitely do this! They won't like the idea of bad publicity at all. I'd start out very politely "Can you please explain to me why I can't use my gift vouchers in your sale?" and then go on from there. Since it's a public forum they won't want to get you mad! Good luck! I'd be livid and ready to (as my American friend says) tear them a new one lol!

 

[Holly Hocks]

I'd definitely do this! They won't like the idea of bad publicity at all. I'd start out very politely "Can you please explain to me why I can't use my gift vouchers in your sale?" and then go on from there. Since it's a public forum they won't want to get you mad! Good luck! I'd be livid and ready to (as my American friend says) tear them a new one lol!

I can't put anything on Facebook - I think I'm the one person in the world who isn't on Facebook!!

 

[Bikerchickone]

Oh dear! Get a friend to do it for you! They'll hate the publicity!! Good luck. xx

 

[dumpling]

Ooo, sorry I was getting confused. Now I think of it vouchers are really a cash 'swap' so you should be able to get as you like just like with money.

 

[Pearlsasinger]

I can't put anything on Facebook - I think I'm the one person in the world who isn't on Facebook!!

No you're not! Neither am I!!
But I'd be tempted to join, if I were you, just to be able to comment on their FB page.

Have you seen their ad about the Boxing Day sale, at the top of the page?

 

[almaas]

Derby house have the worst voucher system of any online shop i know, like you i was bought some as a gift earlier this year. First of all they did not arrive in time so missed my birthday, then like you i saw on the back they were not to be used on sale items. I went to use them on the internet to discover they could only be used by phone. I rang the company and placed an order, however you have to post the vouchers back to them before they will process it. (despite their being a voucher number apparently they cant cross reference them)

I posted the vouchers back but they went missing along the way. Derby House said this was my fault and they could not help me because i had not sent them recorded delivery. They refused to honer the vouchers despite having the details of the person who had bought the vouchers and the voucher numbers.

The person who bought the vouchers then had a number or arguments with them and it was only through her insisting that they listen back to the tapes of my order being placed so as to prove i was never informed i had to send them recorded delivery that they did eventually process my order.

I will be interested to know if you are advised to return the vouchers recorded delivery as in response to our complaint they stated that a memo would be sent out to all staff informing them to instruct customers that this was necessary.

 

[Natch]

I'd get to a store ASAP and ask for a refund and then spend the money there and then in the sale, if you really can't get a refund I would still spend it there and thwn as not only is their mail order reputed to be bad but tas rottie says they are alledgedly going into administration.

 

[Holly Hocks]

I'd get to a store ASAP and ask for a refund and then spend the money there and then in the sale, if you really can't get a refund I would still spend it there and thwn as not only is their mail order reputed to be bad but tas rottie says they are alledgedly going into administration.

I had a look on Companies House, but there is no mention on there of them going into administration, although I have heard that quite a bit recently from different people.
Can you believe that my OH has shredded the bloody receipt?! However he does have a copy of his credit card statement that he paid for them with, so that will have to do....I am going to wait for reply to the e-mail that I sent, or I might just phone up DH tomorrow and ask to speak to the manager straight away....if I return the vouchers to them, it will be by special delivery, so they won't be able to deny having received them.....

 

[BlairandAzria]

As far as i am aware its a vicious rumour that Dh about to go into administration. Call them tomorrow first thing if the call centre isn't open, call the wrigtington store and get them to sort it out, don't put up with being fobbed off- keep ringing and keep ringing and keep ringing. Good luck!

 

[Holly Hocks]

As far as i am aware its a vicious rumour that Dh about to go into administration. Call them tomorrow first thing if the call centre isn't open, call the wrigtington store and get them to sort it out, don't put up with being fobbed off- keep ringing and keep ringing and keep ringing. Good luck!

Thanks Elf - OH is going to phone them as he bought the vouchers - I think he would rather flush the money down the toilet right now than give it to DH!!! It is most definitely the LAST time I will ever ever have any dealings with them!

 

[coss]

Thanks Elf - OH is going to phone them as he bought the vouchers - I think he would rather flush the money down the toilet right now than give it to DH!!! It is most definitely the LAST time I will ever ever have any dealings with them!

as long as you remind him that they're paid for so you deserve your money's worth!

 

[M_G]

Holly hocks inter equine is having a 25% off sale from tomorrow till end of jan (I think) & they have awesome customer service (they are new here but are v v good) www.inter-equine.com