Being Threatened with trading standards

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sanaxe1

sanaxe1

sanaxe1

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Ok we sell software and have a customer threatening to take us to trading standards.

Heres the story :

She ordered a product which we said had a 3 licence usage policy. However this was a error on our product description which we admit was wrong and have since corrected to being 1 licence.

Now due to this error the women is saying that she would have purchased another product off us which costs £14.99 less if the information on our site had been correct. She is demanding we give her 2 more licence keys or she will report us to trading standards for "misinforming her about our product" Now the cost of 3 licences will come to 3x the amount she paid for the product we sent her and she has since installed the software and used the 1 licence key. Are we by law required to give her the 2 other licences or can we refund the £14.99 price difference as she admitted she would have purchased that version had our information not been wrong.

I would have normally gave her the 2 extra Licences but the tone of her emails and the threats of trading standards really have made me think why should i go out of my way to provide her with what is essentially 2 free versions of our software as even if the information was correct she would have been required to purchase 3 anyway. We also had already given her free shipping and a discount so we have made very little profit on the order.
 
I would think that a full refund would be acceptable in most cases though I suppose she can argue "loss of bargain" which if proven would entitle her to what you described it as

I think you would struggle to justify refunding 14.99 and not the full amount
 
i'd cut your losses and give her the 2 extra tbh i think she does hoes have a valid case as the product you sold has not done what it said so on the tin (so to speak) bite the bullet and avoid a legal dispute. can you not take it up with the manufacturer? you might get your loss back
 
The problem is for the product we are selling there is no 3 licence version. So she would have had to purchase 3 of the software no matter what. So she has not lost out she has just purchased 1 of the 3 she would have needed but paid £14.99 to much for it for which we will refund the difference.
 
I'd tell her to stick it, you've offered to put it right, that's all you need to do in my opinion. Sounds like she's trying to extort free software from you. Customers like these threaten and threaten but more often than not never go through with any of it as they know it's not worth the hassle of small claims or whatever they're trying on.

Keep copies of all your emails/correspondence and send her by recorded post a letter apologising for the mistake and the costs of getting the right product for her at this point. If you want, remove markup from that but make it very clear you're heavily discounting it. Await a response, but don't budge from what you choose and hopefully she'll see sense.

EDIT: Just to be clear, if she just wants the money back and nothing else, for the sake of £15 do it, but don't give away any more software.
 
If you go on to read what I suggest, you'll see I said send a letter telling them what it would take to put it right. I assumed this had been quoted by email or phone already?

If someone was nice about it, when this happens to me I'm happy to go the extra yard and see if I can afford to correct it at whatever expense, but when people come kicking and screaming trading standards they're asking to play hardball and I'll give it to them tbh. I have no sympathy in those cases at all.
 
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alexhull24 said:
I'd tell her to stick it, you've offered to put it right,
Click to expand...

They haven't offered to do any such thing, they're trying to weasel out of the full refund.



I mean I'd be ****ed if i bought a 30" tv on-line then when I opened the box it was a 10".
 
Drive round to her house and puch her in the face


or give her the 2 extra licenses as advertised, it's not her fault your company made a balls up and although she may sound like she's being a ****, just remember that in her eyes she's paid for a product and not recieved the full thing so it's understsandable that she is angry
 
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