freemans.com

Highly unreliable service. I strongly advise against it.

Highly unreliable service. I strongly advise against it. Dear Sir or Madam, I am writing to formally address my concerns regarding my recent order for a tumble dryer and to notify the company that your management of this issue seems to violate the Consumer Rights Act 2015 and related consumer protection laws. Misleading Promotional Offer I placed the order under the impression that I would receive a discount on my first purchase. During checkout, the promotional code was accepted and indicated as valid (highlighted in green), leading a reasonable consumer to believe it applied. At no point was it clarified that the code was not applicable to this item. Presenting a promotional code as valid and then failing to apply it is misleading and may be considered unfair commercial practice under the Consumer Protection from Unfair Trading Regulations 2008. Forced Order Submission and Delivery Failures During checkout, I applied for a credit account. Once approved, the order was automatically submitted without allowing me to choose or schedule a delivery date, despite the item being large and incurring a £15 delivery charge. According to Section 49 of the Consumer Rights Act 2015, services must be performed with reasonable care and skill. Denying the customer the ability to arrange delivery for a large item while still charging for delivery does not meet this standard. Timely and Repeated Cancellation Attempts I attempted to cancel the order roughly 15 minutes after placing it. This was not feasible through your system. I reached out to customer support via live chat and was assured that the cancellation would be processed but that I would need to wait until the next day since the order was “still processing.” On 16/01/2026 at around 05:45, I requested cancellation again via my online account while the order was still marked as “processing.” I have proof of this cancellation request, along with further attempts later that day. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, I have the legal right to cancel a distance contract before delivery. My cancellation requests were made well within this timeframe. Incorrect Records and Unlawful Dispatch Despite the above, the company now claims that my first cancellation request was made at 19:51 on 16/01/2026, which is factually incorrect. I have evidence that my first cancellation request was made at approximately 05:45, with multiple attempts thereafter. Dispatching the order after valid cancellation requests had already been made is unacceptable and may violate Sections 34 and 35 of the Consumer Rights Act 2015, as the goods were sent out without lawful authority following cancellation. Refusal of Delivery and Charges I do not want this item and will refuse delivery. I will be at work on the scheduled delivery date, and any attempted delivery will be rejected and returned. According to the Consumer Contracts Regulations 2013, I am not responsible for return or delivery costs where the trader has failed to honor a lawful cancellation. Therefore, I will not accept any charges, including delivery or return fees. Resolution Required To resolve this issue, I require written confirmation of the following: 1. The order has been fully cancelled 2. No payment will be taken now or in the future 3. The £15 delivery charge will be refunded in full 4. Your internal records will be corrected to reflect the accurate cancellation timeline This entire experience has caused unnecessary stress due to failures in the company's systems, communication, and record-keeping. I regret not reviewing feedback prior to placing the order, as it mirrors very similar experiences. If this matter is not resolved swiftly, I will escalate the complaint to the appropriate authorities, providing all supporting evidence. I look forward to your prompt response.

Date of experience: Jan 17, 2026