BUYER BEWARE terrible customer service, terrible business practices with VERY questionable integrity.
I purchased 20 cases of non alcoholic Kopparberg cider. I was emailed two days later that there was a pricing error. They offered me out of goodwill to "Proceed with the order by paying for one case at the correct price of £14.49, and we'll include three additional cases at no extra cost or cancel the order entirely, in which case we'll issue you a full refund.".
i asked for them to refund me the order (so that i could actually make the £14.49 payment) and that i would then make the 14.49 purchase ""Hello If you would like to refund me the amount I originally paid and then I will make the £14.49 payment after I receive the refund into my account. Regards". They sent the refund and i made the £14.49 payment.
After that they got in touch with me again saying "I hope you are well and apologise for the delayed response. Please place the order as usual for the 1 case and I will speak with the management regarding the 24 bottles offer we provided previously. Once you have placed the order, please email us the order confirmation number.".
All seemed to be going well until i got another message 3 days later saying "It appears there was a mix-up on my part -- I had mentioned that you would receive three cases free of charge, but I've since realised I misunderstood the information provided by our team. I'm truly sorry for any confusion or disappointment this may have caused. As a gesture of goodwill, we'd be happy to offer you the three cases at the same price you paid for your initial order, rather than at the standard rate."
So two acts of fault, both of which had been paid for by myself, with the latest being carried through until they suddenly decide they don't want to go ahead and give me that offer anymore and WANT TO CHARGE ME for the privilege of the product they already mispriced and then tried to offer me for free.
They then tried to worm out of it by saying " it was clarified that the goodwill offer was to either receive a full refund (which you requested and we have honoured) or to receive three cases for the price you initially paid - which I misunderstood for offering 3 cases free of charge. " as if somehow me being clear and honest with them from the start about the buying procedure and them accepting what was happening to the point of me giving them a confirmation number, somehow indicated that i picked a full refund and to cancel the transaction entirely.
To date there has been no change in their stance and thus have been reported to trading standards for misleading business practices and breach of contract. read more
