My partner ordered a dress on the 16th July and paid a deposit of £160. Upon placing the order the shop assistants advised that the dress should arrive in good time for a function which is to occur on the 2nd Sept. Since then the dress shop has failed to keep my partner advised on progress, was poor at returning calls and when we did get to speak with them they advised the dress should arrive to their wholesaler week commencing 15th August hopefully! As the dress requires alterations my partner decided to look at other options as should the dress be delayed it may not leave enough time.
At this point I personally spoke with the shop on the 1st August to request a refund of our deposit as we weren't sufficiently satisified that the dress would arrive in time and with the service received to date (vague and lack of reasssurance plus lack of customer service). I was promised a return call the next day as the person I spoke to didn't know whether the deposit could be refunded. I then phoned the shop again two days later as I hadn't received a return call andspoke with the shop owner who advised that, when I asked for a refund, 'it shouldn't be problem' but I had to speak to the orignal sales lady my parter dealt with and I spoke with two days previously (getting passed around a bit now). Having tried to speak with the original sales lady and shop owner ever since, and not having calls returned, I phoned and spoke to the manager today who advised that they're not able to get a refund as the dress has now arrived.
At no point when ordering was my partner told that the deposit was non refundable otherwise she wouldn't of placed the order for fear of it not arriving in time as they were unable to guarantee a delivery date. Also the order form, which states the deposit, no where states that it is non refundable. The shop manager verbally told me today that her staff are trained and supposed to advise people that deposits are non refunable.
Am I wrong to think that we are entitled to a refund? If when an order is placed and it's not specified that the deposit isn't non refundable then its fair to assume that should the consumer change their mind they're eligable for a refund?
I'd be grateful for any constructive comments on this.
Thanks in advance.
At this point I personally spoke with the shop on the 1st August to request a refund of our deposit as we weren't sufficiently satisified that the dress would arrive in time and with the service received to date (vague and lack of reasssurance plus lack of customer service). I was promised a return call the next day as the person I spoke to didn't know whether the deposit could be refunded. I then phoned the shop again two days later as I hadn't received a return call andspoke with the shop owner who advised that, when I asked for a refund, 'it shouldn't be problem' but I had to speak to the orignal sales lady my parter dealt with and I spoke with two days previously (getting passed around a bit now). Having tried to speak with the original sales lady and shop owner ever since, and not having calls returned, I phoned and spoke to the manager today who advised that they're not able to get a refund as the dress has now arrived.
At no point when ordering was my partner told that the deposit was non refundable otherwise she wouldn't of placed the order for fear of it not arriving in time as they were unable to guarantee a delivery date. Also the order form, which states the deposit, no where states that it is non refundable. The shop manager verbally told me today that her staff are trained and supposed to advise people that deposits are non refunable.
Am I wrong to think that we are entitled to a refund? If when an order is placed and it's not specified that the deposit isn't non refundable then its fair to assume that should the consumer change their mind they're eligable for a refund?
I'd be grateful for any constructive comments on this.
Thanks in advance.
