Any Recourse for Poor Treatment from Retailers?

super-zero on 11/02/2022 - 22:05
Last edited 12/02/2022 - 17:13 by 1 other user

Hi all, I found myself in a stupid situation though my actions seemed reasonable when I took them.

I was looking for a gas Cook top and found a suitable deal at the Good Guys website. It is still advertised on their website.
https://www.thegoodguys.com.au/delonghi-60cm-gas-on-glass-co…

DeLonghi 60cm Gas on Glass Cooktop
DEGHBG60

My firm provides me option of purchasing discounted gift card for $700 (@5% discount) online so I bought the gift card to make the payment for the cook top. Few hours later I got call from store that they do not have stock so they will be cancelling my order and I will be refunded in form of original payment method.

I asked if they can advise me an alternative product but they said they had already cancelled the docket.
They also asked me to email my bank account so that they can pass it on to their finance team.
It was next day when I followed up for a written confirmation that it is being actioned. I was advised that it is unlikely that I will be refunded in bank account and I should reach out to Web team.

So now I am stuck with an $700 gift card and nothing to purchase. I tried to explain situation to customer care and requested if they can help with refund as bank transfer for the value I paid as it is not realistically possible for me to expect this situation.

There response was " well you accepted our terms and conditions " so sucks to be you. I feel it is not fair that I would have to block $665 for no apparent fault and retailer should help based on good will. Do I have any recourse here or I just have suck it up?

Thank you for reading up my rant and appreciate your knowledge and time.

Edit: yes it is self inflicted:)
I kind of got used to online platforms that mark product out of stock when they don't have any.
But now I understand it is among reasonable practice to put sale on lower price and accept online orders in when you have no stock.
days after my order was cancelled with no availability their online platform was allowing me to book another order.
I am thankful to all fellow ozbs who have took time to read and respond.
I will just have to use the GC on some sale later to buy something I don't need 😀😀😀

Home & Garden Gift Card

Related Stores

The Good Guys
The Good Guys

Comments

  • iamherenow on 11/02/2022 - 22:15
    +8

    Yeah right poor treatment…. You chose to purchase the card.

    • super-zero on 11/02/2022 - 22:21

      Yup me being stupid :(
      Relying on their website for stock information

      • iamherenow on 11/02/2022 - 22:27
        +2

        Sorry it didn't work out. Have you tried calling other stores to see if you can get something appropriate? Maybe the deal won't be as good, but better then wasting $700 (less the 5%).

  • AndyC1 on 11/02/2022 - 22:18
    -2

    Ask you "firm" if they will refund you in cash or bank transfer.

    • super-zero on 11/02/2022 - 22:22
      -1

      They don't care…as I click on checkbox that said I accept their t&c

      • AndyC1 on 11/02/2022 - 22:39
        -2

        So where you work does not care, then time for a new job.

        • Tech5 on 12/02/2022 - 01:49
          +3

          I doubt it is that kind of situation… many work places have employee discount programs as a "perk". It has nothing to do with the workplace other than a discount code/commercial website access

    • DoctorCalculon on 12/02/2022 - 19:51
      +1

      Gift cards are almost always non-refundable.

      • AndyC1 on 12/02/2022 - 20:06

        Read the first revision OP posted as it is now different.

  • Brian McGee on 11/02/2022 - 22:19
    +6

    This seems to be a too often occurrence with TGG. Either stock or incorrect price information are a weekly situation that the customer has to pay for. They are about as reliable as Kogan and as trustworthy as Harvey.

    • super-zero on 11/02/2022 - 22:22

      Lesson learnt hard way 😭😭

  • Muzeeb on 11/02/2022 - 22:30
    +11

    LPT: Always check stock levels by calling a salesperson before buying gift cards for a very specific purchase.

    Any Recourse for poor treatment from Retailers

    How was the treatment poor?

    I feel it is not fair that I would have to block 665$ for no apparent fault and retailer should help based on good will.

    I'm sensing a bit of entitlement here.

    • super-zero on 11/02/2022 - 22:39
      -2

      Site said this product was online only so I am not sure which store to call?
      Somehow I assumed that it is some central warehouse. Why is it so wrong to request original value I paid…I am not asking for face value of card?

      • JoeBogan on 11/02/2022 - 22:43
        +3

        You get refunded based on how you originally paid for it, it's still a refund.

        If you want your cash back then why don't you try getting the portal you used through your firm to refund it. Oh, that's right gift cards are non refundable once bought.

        • super-zero on 11/02/2022 - 22:44

          That gift card is already used ..my understanding is TGG will issue me another gift card

          • JoeBogan on 11/02/2022 - 22:53

            @super-zero: I think you missed the sarcasm on my comment.

            Yes they will refund you by issuing a new gift card, it's still the original way you paid for it.

            • super-zero on 11/02/2022 - 22:54
              +2

              @JoeBogan: Thank you ..the responses here are helping me come to terms that I am being unreasonable here.

            • TilacVIP on 12/02/2022 - 09:35
              +1

              @JoeBogan: Good way to suck you in this way then having to wait and purchase something else, hopefully a full priced item in the future.

              Dirty stinkin tactics. If its out of stock, give the buyer the options to wait until it is back in stock. Their system should be efficient enough that when the item becomes out of stock that you are not able to place the order.

              • JoeBogan on 12/02/2022 - 09:56

                @TilacVIP: Have you considered that instead of malice at play it could just be either inefficiency in the online ordering process or an incompetent employee making a mistake. I don't understand why people jump to the malice card straight away.

  • ChillBro on 11/02/2022 - 22:33
    +5

    Funnily enough, these (profanity) (TGG) tried to pull a similar thing on me. Only if I was refunded, I'd lose out 25% of the price. Instead I asked to wait for stock to come in. Initially it was 4 weeks but then got extended to 8 but in the end I got it.

  • Qazxswec on 11/02/2022 - 22:47
    +6

    of course they are not going to give you cash for a gift card, that just doesn't happen, that is 1 of the major risks with the whole "discounted gift card scheme". Just wait till it comes back in stock or get a different oven

  • iNeed2Pee on 11/02/2022 - 22:53
    +1

    Honestly, just wait for the stock to return. Hold onto the refund in the form of the gift card and eventually it will be back:)
    Sucks I know, but these things happen. Just need to confirm next time 100% that the stock is in hand.

    • super-zero on 11/02/2022 - 22:55

      Since they have no ETA for the product they have already cancelled the order.

    • TilacVIP on 12/02/2022 - 09:37

      back at a higher price no doubt. That's what they want you to do. Refund you in the form of gift cards, then sell you the same item at a higher price. Got you both ways.

  • Jimothy Wongingtons on 11/02/2022 - 23:20
    +2

    Was it a super ripper price or something? 5% discount is relatively small amount…

    What’s the next most comparable cook top worth? If it was me I’d ask manager if any chance I can get a discount on next model up or next most comparable.

    • Mechz on 11/02/2022 - 23:50
      +2

      5% in your pocket is better than 5% in their pocket. This is OZB after all.

    • super-zero on 12/02/2022 - 00:00
      +1

      It seemed pretty good price …the price advertised was 200$ less than binglee and they had 10% discount promo as well.
      I asked if they can advise me an alternative product but they said they had already cancelled the docket.
      They also asked me to email my bank account so that they can pass it on to their finance team.
      It was next day when I followed up for a written confirmation that it is being actioned. I was advised that it is unlikely that I will be refunded in bank account and I should reach out to Web team.
      Their Web team said you have agreed to our t&c which says all losses are on you.

  • CalmLemons on 12/02/2022 - 02:52
    +1

    One of the oldest choices in life is choosing to be a victim.

    No one forced you to buy the gift cards. No one forced you to buy a cooktop.

    If it's out of stock, move on.

    Deal with the reality of the situation, rather than trying to get someone else to fix your situation.

    Just sell the gift card. e.g.

  • super-zero on 12/02/2022 - 07:24

    Yes it is self inflicted:)
    I kind off got used to online platforms that mark product out of stock when they don't have any.
    But now I understand it is among reasonable practice to put sale on lower price and accept online orders in when you have no stock.
    4 days after my order was cancelled with no availability their online platform was allowing me to book another order.
    I am thankful to all fellow ozbs who have took time to read and respond.
    I will just have to use the GC on some sale later to buy something I don't need 😀😀😀

  • 2esc on 12/02/2022 - 09:23

    Definitely no poor treatment here. Wait for stock to come back in.

  • OzHunterNSW on 12/02/2022 - 10:00

    There are more Good Guy stores than one…. you do realise that, don't you. If you do, contact a store, if they do not have your item, ask for them to get it in.

    • super-zero on 12/02/2022 - 10:28

      I had ordered it online for delivery. They checked on their end that it is not available in any stores.

  • RecklessMonkeys on 12/02/2022 - 10:49

    Actually it's illegal to falsely advertise a product that they can not provide.

    • super-zero on 12/02/2022 - 11:59

      Their intent is to hide behind operational inefficiency and call it out in terms and condition passing all liabilities on customer.
      While they are not making reasonable efforts to keep information on their platform accurate. However verdict here is I am being to entitled.

      • Ughhh on 12/02/2022 - 12:20
        +2

        However verdict here is I am being to entitled.

        I think you're a little confused. There's 2 parts in your post:
        1. You purchasing a gift card.
        2. You purchasing the item, which was then cancelled due to OOS.

        You expecting the item you paid for (2) is not the entitled part. You expecting a cash refund for the gift card, which was a separate unrelated transaction, is the entitled part.

        It doesn't matter what you purchased the gift card for and your intentions with it, it's a separate and unrelated transaction. Refunds are always in the form of original payment. There's pros and cons for gift cards, you just experienced one of the cons.

        • RecklessMonkeys on 12/02/2022 - 15:23

          If he purchased the gift card explicitly for a falsely advertised product , then the transactions are related.
          And since it's the same company that ends up with his money, I think it warrants a full refund.

          • kerfuffle on 12/02/2022 - 15:29

            @RecklessMonkeys: No one is going to refund the OP's gift card just 'cause the item they wanted to purchase at TGG couldn't be fulfilled.

            • RecklessMonkeys on 12/02/2022 - 16:15
              -1

              @kerfuffle: Says who? The companies that hold the money?

              It's not a simple matter of availability. The product is unobtainable and still being advertised.

          • Ughhh on 12/02/2022 - 18:08
            +1

            @RecklessMonkeys:

            If he purchased the gift card explicitly for a falsely advertised product , then the transactions are related.

            Good luck trying to push that angle. Is there a contract linking the purpose and advertised function of the gift card to the stove?

            • RecklessMonkeys on 12/02/2022 - 18:36

              @Ughhh: No. Does there need to be? Is there any suggestion that he bought it for some other reason?
              Just give the guy his money back.

        • super-zero on 12/02/2022 - 17:12

          I am in this situation because of two things

          • inaccurate information on retailer's website that they could fulfill it via warehouse delivery.

          • me deciding to buy gift cards relying on that inaccurate information published

            I was hoping that they were also partially responsible for this situation and help me with it (yeah this is entitled me thinking).
            Otherwise retailers do not have any incentive to keep information updated on their web platform. Keep booking order and do not fulfill order.

      • RecklessMonkeys on 12/02/2022 - 15:07

        Where did you buy the gift card?

        What state are you in?

        • super-zero on 12/02/2022 - 15:42

          Got it from smarts pending app and I am in NSW.

          • RecklessMonkeys on 12/02/2022 - 16:26
            -3

            @super-zero: Give the ACCC a call. NSW fair trading is another option.
            Make sure you explain that you purchased the card explicitly for an item that became 'unavailable' only to be advertised shortly afterwards.
            Get screen shots of the ads.

            Their Terms and Conditions don't trump consumer law.
            I don't think they can hide behind third parties either.

  • Waltervp on 12/02/2022 - 17:34
    +2

    Pretty shameful they are still advertising it and pretending its available….

    I would hang on to card and maybe use it for next Christmas… but I'm sure you will find another good value cooktop in a store though. Maybe it was meant to be, go have a look!

    • super-zero on 12/02/2022 - 18:04

      Thank you… I will do one of those buy first think later purchase with good guys at 1st opportunity

  • TEER3X on 12/02/2022 - 17:36
    +1

    Buy a Breville coffee machine, move on

  • spurf on 13/02/2022 - 21:36
    +1

    I really wouldn't stress. No doubt you will need something in the near term that is in stock at TGG that will be at a good price

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