Grrr online shopping

That seems really off to me. I would email the consumer people and find out, I expect they have broken the law. At the very least they should have held the order till they got your permission and not just charged you card.

let us know how you get on luvvy

Goodluck Mazzy

Well, I got a reply. And it's complicated, but I'm still a little peeved and sure they shouldn't have charged me the way they did. And I probably won't shop there again.

Apparently they are upgrading their website, so the freight function on their order page isn't working. No note of this on the order page, by the way.   The woman who emailed me said they thought they had made it clear by having reference to the upgrade/freight charge on their terms page (which you don't get referred to when completing the order, it's just a link to 'terms' up the top in the general menu) and having a 'freight' button in their main menu. The freight button is one level down - you have to scroll over the 'products' button to get to it. And there is no mention anywhere on the site that I could see about an upgrade. The only other sign is a couple of links on the product pages that say 'soft toy/other product freight' that you have to click on to manually load the freight charge yourself, but no explanation of why/how to do this either. Since I was looking for a specific product through google I went straight to the product page anyway.

What annoys me a little is the email I got sent implied that I was in the wrong for missing all of these 'obvious' things, as others had been using them. However, they did say they'd look into how they could improve it. But the kicker was they just asked me to confirm I still wanted the order to go ahead with freight or whether I wanted to cancel the whole thing for a refund. Not great service IMO! And I still reckon that if they knew they had a problem with the order page and I hadn't loaded the freight on myself through their system, then they should have realised there was something wrong and at least notified me of the issue in the confirmation email instead of just charging my credit card the extra money with no notice/checking. I can see it was a mistake, but don't like how they handled it.

Anyway, found another website with free freight and cancelled my order with them. What a drama for a bloody soft toy!!

Yeah I agree - If they are upgrading their website and can't get their freight function working then they should disable the online ordering and ask you to place orders via email. This isn't on and is bad service and I'm pretty sure that it's breaching fair trading.

What a drama - good on you for canceling altogether and going elsewhere.

Im glad you ended up going elsewhere... companies like this really annoy me!! And the only way they learn is by loosing business. grrr