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Kathleen's complaint against The Hut Group
[LAPSED] Free gift promise not fulfilled
Complaint against The Hut Group
I ordered goods totalling £61.19 on the proviso that I received a make up brush set worth £45. The goods arrived minus the free gift. I immediately rang the Hut group to inform them. I was told that I should have pressed the button on the email stating 'shop now '. I had done this and spent over £55. When I explained this and said I was not satisfied I was told that it would have to be referred to someone else who would email me within 24-48hrs. They did not. I phoned at around 4.30 today and eventually spoke to someone who informed me that I could not have clicked on to the shop now button otherwise the gift would have been activated. I maintain that I did do that and did see a photo of the set of brushes. However, I was informed (again ) that I could not have done otherwise the gift would have been activated. I was told that as a gesture of goodwill I could have a beauty box (which I did not want ) or again (as a gesture of goodwill, since they did not need to offer me anything) a voucher for £15. I did accept this (grudgingly ) but on reflection do not want it. What I do want is what I spent £61.19 for - the set of make up brushes. I was made to feel as though the whole thing was my fault when in fact there is a flaw in the website's system i. e. that if you click on the shop now button and spend £55 a free gift is activated - the amount spent being the key. It does not say be warned that if you should enter the website any other way and spend £55 or over you won't get anything except the goods you ordered.
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Lapsed. Kathleen has not responded in 90 days
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