Over the weekend (21-22 June 2014), Ebuyer had a Mionix Naos 8200 gaming mouse on offer at a discounted price. It was marked with the orange banner they normally use to indicate a particular product qualifies for free shipping with no minimum spend. After adding it to my basket and checking out, there was no option to apply the free delivery that had been promised on the product page.
As Ebuyer don't have any telephone support over the weekend I contacted Ebuyer customer support by logging a new eNote on their system. Their response has been shockingly bad and they refuse to refund the delivery charge. See the transcript below of the conversation so far:
Me
21/06/2014 11:53
The product page for the Mionix Naos 8200
[redacted as the forum system won't allow me to post a link]
shows 'Free Delivery'.
However, when I add it to my basket and then try to check out, there is no
free delivery option. Only paid options.
Why is there this mixup on your system? I wanted to order during the
weekend special for this item (£29.99), but it is impossible to do so at
that price.
Sarah
24/06/2014 09:57
Dear [redacted]
Further to your enquiry, confirm that we do have a free shipping offer, and
this is highlighted on a number of
web pages however as with any offer, Terms and Conditions do apply. These
are stated on our help pages.
Free Shipping only qualifies on orders with a total > £49.99 inc VAT, so
this item would qualify for free delivery when purchasing at the current
price, but not when purchasing at the offer price.
I hope this helps.
Kind Regards,
Sarah
Ebuyer.com
Customer Support Team
Me
24/06/2014 10:06
Hello,
This item clearly had 'Free Shipping' prominently displayed next to the
offer price of £29.99.
I took a screenshot of it at the time. You can view it here:
[redacted as the forum system won't allow me to post a link]
Please refund the shipping charge back to my card.
Thank you.
Sarah
24/06/2014 10:21
Dear [redacted]
Thank you for your response.
Again I kindly advise that we do have a free shipping offer, and
this is highlighted on a number of web pages however as with any offer,
Terms and Conditions do apply.
As this order did not meet the Terms and Conditions outlined, due to being
at an offer price, carriage was correctly added and this charge agreed to
upon submission of the order. Regretfully this charge cannot be refunded.
Kind Regards,
Sarah
Ebuyer.com
Customer Support Team
Me
24/06/2014 10:28
Hello Sarah
I'm not sure if you're aware, but eBuyer actually has 2 different free
shipping offers:
1) The customer spends a minimum of £49.99
2) Certain products have a little orange banner which says 'Free
Delivery'. In these cases it is not necessary to spend £49.99. You can see
an example of this if you view a product such as this:
[redacted as the forum system won't allow me to post a link]
Hopefully you are already aware of these 2 facts and I haven't taught you
anything new.
If you add the £9.99 product above into your cart, you will notice that
there is a free delivery option when you go to the checkout. This is
because the item had an orange 'Free Delivery' banner on its product
page. In other words, it is not necessary to spend £49.99.
As I demonstrated in my previous note, the Mionix Naos 8200 mouse which I
ordered had one of those little orange 'Free Delivery' banners.
Let me know if my facts about the 2 kinds of free delivery options are
incorrect, or if there's anything else you need me to clarify.
Thanks.
Sarah
24/06/2014 10:41
Dear [redacted]
Thank you for your response.
Yes you are correct, there are two options for free 5 day delivery, one is
available on orders over £49.99 and one is for certain individual
qualifying products.
As you have outlined in your response, the difference is determined at the
point of checkout. Free delivery will be an available option to select if
an individual item is part of a free delivery promotion. If the free
delivery icon refers to the minimum spend offer and your basket does not
add up to the required value, carriage will be added.
I hope this helps.
Kind Regards,
Sarah
Ebuyer.com
Customer Support Team
Me
24/06/2014 10:49
Hello Sarah
The product I ordered was part of the free delivery promotion, as it
clearly had the orange 'Free Delivery' banner. Other products which are
not part of the free delivery promotion do not have that orange banner. If
what I'm saying is not correct, then please let me know the URL of a
product page which does have the orange 'Free Delivery' banner but still
requires the customer to spend at least £49.99. Because I suspect what you
are telling me is not accurate. If a product requires that £49.99 be spent
(which is the standard offer that applies to everything), then what would
be the point of adding the special orange 'Free Delivery' banner to its
page?
Can you confirm that you've visited the URL below and seen the screenshot
I took?
[redacted as the forum system won't allow me to post a link]
Please refund the delivery charge as the product I ordered was part of the
free delivery promotion.