Well anyone who gets a voucher and does not want to use it I would appreciate it :smiley:

I had a refund via Paypal today but have heard absolutely nothing from Suttons. I'm not really bothered about the voucher offer, but I do think it should have been a priority for them to inform Customers as quickly as possible. Unfortunately I have been at the wrong end of a number of misprices (one of the perils of using HUKD) and as yet none of the organisations concerned has handled them particularly well, but to receive no information at all 2 days after the order was placed is unforgivable.

Shame I missed out but got some free cash so not all bad.

Cancelled mine too, not interested in their goodwill gesture, have ended up paying £5.98 for a £0.99 packet of seeds I ordered alongside and which are now showing as despatched !

The problem with this price error, is that not only was the price wrong, the discount showed at 87% off as well. So there seems to be a catalogue of errors.

Good response from Head of Customer Services my refund now showing Yes Can't complain with their response and gesture

They have emailed cancelling all orders. There was a possibility they would have honoured the sales but too many people bought more than 1. Everyone will recieve a gift voucher to the sum of £12.99

Yep. Got that email. Can't complain with their response and gesture though :smiley:

brilliant, I got a £12.99 voucher so i'm happy

Pretty sure its at point of despatch that a contract is formed? Regardless, it was an error. They said sorry, they offered a voucher, they have more than fulfilled their duties in my eyes. The cold frames would have been very useful, but I don't expect a company to lose money over a simple error.

Won't stop me jumping on every other misprice I see though!

Dear XXX

Yesterday morning when we opened our sales screens we noticed that there had been a completely unexpected surge of orders for the cold frame.

It didn't take long to identify that the retail price showing on the website made the product look unbelievably good value. Unfortunately when something looks too good to be true it usually is, and sadly, this is one of those occasions.

We've taken a hard look at how this could have happened and found a ridiculously long and improbable series of events that resulted in the website price being temporarily reduced to £12.99.

Before deciding what to do we were obliged to check a number of things:

Having consulted Trading Standards with specific reference to our legal obligations we do not have to fulfil the orders provided the customer's money is fully refunded. Whilst the advice is clear, this of course does not remove our concern over upsetting customers.

The next thing to check was how many of the products we, and our supplier have available and (unsurprisingly, bearing in mind the scale of completely unexpected demand) this turns out to be considerably below the available stock, particularly as some customers placed multiple orders.

Having considered the various options, unfortunately we see no sensible alternative other than refunding the total value of your cold frame order, including the carriage charge. This will be actioned today but may not appear immediately in your account. If you ordered more then one coldframe you will be refunded for each item.

As a gesture we would also like to offer you the following voucher code XXXXXXXXXXXXX to the value of £12.99. This can be used against any product on our website over the next 12 months (please enter this voucher code at the checkout stage not at the basket stage)

We recognise that you may still feel aggrieved and we are very sorry to have disappointed you but I hope that you are able to appreciate that it was an honest error which we could not have foreseen and we will make every effort to avoid upsetting our customers in a similar way in future.

Yours sincerely

Lis Wallace
Head of Customer Services

cancelled :disappointed:

Shame... had a refund today.

the wording on the order acknowledgement is "Confirmed Subject To Payment Being Cleared". they've taken my money so I should get my product. I called them and they cant find my order record, gave them my details and am waiting for a call back...

Looks like they are cancelling orders :-(

My order not now showing in account , a few hrs ago showed as processing order , no trace in order history no e mail received yet saying cancelled.
Looks like all orders for this product have been cancelled by Suttons due to wrong price advertised on website .
Pay Pal have paid Suttons so will have to keep checking my pay pal account to make sure I get refund.
my original order confirmation said "
Confirmed Subject To Payment Being Cleared .... pay pal paid them so we did the deal but legally I think they can cancel
The situation is not as clear-cut online.

The legally binding contract is complete when a retailer accepts an order. However, acceptance does not necessarily happen at the point of order. Even the confirmation email may not be an acceptance. Some retailers reserve the right to cancel an order up to the point of delivery. It is therefore important to carefully check the retailer’s terms and conditions (which must be available on their website) and emails – if a retailer simply acknowledges an order, there may be no contract at that point

legally binding for them may be at the point of despatch not checked their terms

I've heard nothing at all from them since the automated order conformation.

I tried to order it twice but I was using the wrong expiry date so they were not processed. I realised amended the details and made a third attempt that went through. I received 1 order confirmation from the third attempt but in my Sutton's account I have 2 orders, the two that did not go through. So I have no idea???

Has anyone else had their order cancelled. I also ordered 3 items and one has been dispatched, but not the cold frames. However they've taken payment via PayPal and I've received an order confirmation. Although I'm expecting a cancellation

I have 2 of the 3 items shipped and now the propagator has disappeared from my account

but i haven't been refunded...

mines been cancelled

my order says.. Order Being Processed

Well they have shipped one of the 3 items i ordered not yet dispatched the cold frame but have accepted payment and started to ship the goods so as far as i am concerted they will be sending it to me !

Hmm Topcashback has just tracked for this order.............

£79.99 now on website oos

oos unfortunately

Thanks. Given it a go

Thanks OP, fingers crossed

I hope not a refund as have Ordered other things as well now

is it good for growing veggies in?

Worth a crack, no great loss if we get refunds.

Great birthday present for my hubby who is busy building a new greenhouse. Great spot.

Just seen the exact same cold frame on Thompson & Morgan and the one with the toughened glass is £89.99. It looks to me as though these are sent direct from the suppliers which in this case is Halls (they make green houses also) and which is why it shows a long delivery time. As they are sent direct from the suppliers I doubt they are going to slip through.

There is no way they can sell these for £12.99 and not lose money on them! Expect order cancellations tomorrow

I have a feeling they will cancel our orders for this as it looks like a pricing mistake.

Use SUTNL10 for an extra 10% off. Also 10% quidco.

At only 35cm high wouldn't be able to grow much in here before it got too big...

Thanks op ordered two for £28.37 bargain considering one on Ebay costs over £40.

Brilliant!!
After months of avid devotion, HUKD finds something I genuinely need.

the free delivery code has expired but SUTNL10 will give you 10 per cent off if it is your first order.

WHERE IS THE CODE

SERIOUSLY!! .. ....Was £99.99 ......yer having a giraffe Suttons......Theres not even £9.99 of Alu in it.....:confused:

Thanks OP. Ordered 5 and will add heat :smiley:

Spot on!

Ordered

Heat added

Thank-you OP

WHERE IS THE CODE?

Also money off with voucher code.

Looks good to me op..think I shall go for this to harden off my allotment plants.

Great price!

10% poss quidco.....

ohhh yeah sorry I can't edit it as I'm on the app :disappointed:

Need to add £4.99 delivery so £17.98