Online order delivery - can they change their mind on free delivery? - HotUKDeals
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Online order delivery - can they change their mind on free delivery?

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Hello I am buying insulation boards for my house. I specifically enquired about delivery, via email, with the company. I also gave them my postcode and was told delivery was free. Now that I h… Read More
adamski88 Avatar
8m, 4d agoPosted 8 months, 4 days ago
Hello

I am buying insulation boards for my house. I specifically enquired about delivery, via email, with the company. I also gave them my postcode and was told delivery was free.

Now that I have placed my order, they are trying to charge me £65 for delivery as its not UK mainland (northern ireland delivery).

Are companies allowed to do this? I mean.. they took my postcode, checked, and told me it was free delivery!

Any input would be much appreciated.

Thanks
adamski88 Avatar
8m, 4d agoPosted 8 months, 4 days ago
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Responses/page:
#1
Do you have written evidence of them offering you free delivery?
#2
You would have to read their terms, if it states uk mainland free delivery only the. I can't see there being much you can do about it?
#3
Short answer - no they can't - as their email formed part of the contract - Buuuuuuuut - enforcing them to give you free shipping will be another matter - the best you can really go for is a refund and don't give them your business anymore I am afraid.

However - it is worth trying it on for a couple of days but if they don't change their stance just get your money back. The only real way that you have them is if they quoted you price A (with free deliver), but actually charged you B (price + deliver) and you only found out about it a day or two after and it was on its way then you would be able to get the postage back be it via claiming against the retailer/and or Small claims
#4
A company can't change their mind on delivery prices. However in this instance it sounds like someone advised you wrongly however it sounds as if the delivery charge was and is what they are now telling you. So any normal reputable company would agree to the said terms. If they don't you're in your own right to cancel. But they don't have to honour incorrect information given.
#5
I inquired last month, the quote has my postcode at the top. In an email I literally said the words "Does this include delivery?" and response was "There is free delivery.".

I placed the order this morning by following a link in the quote provided, and they have came back saying "when we tried to place the order with the manufacturer, they told us there is a £65+ vat carriage charge to the belfast area"
#6
If they said free delivery and you have proof then it should be good luck
#7
They probably didnt twig that you were in NI.
Quote probably has "E&OE" on it somewhere? or some other stuff about it being subject to change or confirmation?
#8
adamski88
I inquired last month, the quote has my postcode at the top. In an email I literally said the words "Does this include delivery?" and response was "There is free delivery.".
I placed the order this morning by following a link in the quote provided, and they have came back saying "when we tried to place the order with the manufacturer, they told us there is a £65+ vat carriage charge to the belfast area"
It's a difficult one. As mentioned above I am of the impression that they should honour it as I believe a 'quote' is binding. However, getting them do so will be much more difficult.\

I could well be wrong on this, and if so I would be interested to find out what the 'law' is.
#9
Thanks everyone, I've sent an email back with the general gist of the replies above, hopefully they wont be a**holes about it!
#10
Unless you have an email asking if postcode xxxxxxx is free delivery you may struggle to get anywhere.

As it is building supplies the postcode on an invoice isn't usually the delivery postcode.
#11
Do you have any proof they said it would definitely be free delivery to the address?
If not then your out of luck, you can make a complaint to them, but best you can hope for is a discount.
#12
joedastudd
Do you have any proof they said it would definitely be free delivery to the address?
If not then your out of luck, you can make a complaint to them, but best you can hope for is a discount.

Yea I have an email stating "There is free delivery", and my postcode is clearly visible at the top of the quote. The problem I have is that I'm actually in a rush to get this stuff before next Thursday!! (It's acoustic soundboards which need fitted before plastering starts on 31st oct!)

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