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looking for advice how to responsd and proceede on behalf my step daughter,
Facts:
They paid £500 upfront for blossom tree decoration hire and the wedding was booked for september next year.
They have now split up and want the money back but have been told that it is a non refundable service and they say to get the money back get the Wedding Venue Owner (Jess - who recommended them and has no ties to booking other than that so she should not have to get involved) to resell the package to someone else on the same date (a tuesday) and that would be the money back for her.
Nothing has been signed on their behalf for the service - they have just made booking and paid by bank transfer and received an email reply confirming the full payment and the date.
Company is a limited company and the website is https://www.blossomtreehireco.co.uk/
No mention on website or in the email chain that whole thing is non refundable and there is no cancellation rights or packages need to be resold for a refund prior to them asking to cancel.
They already own the items on hire so there is not really any loss to them at this stage and its cancelled well in advance (18 months+)
How should we reply/proceede? Do we need to send them a letter etc, can they do this? Should they refund us?
FOR FUTHER DETAILS SEE EMAIL TRAIL BELOW IF YOU WANT TO LOOK INTO IT MORE IN WHAT WAS SAID ETC - But facts are above.
Her boyfriend was speaking to them, not sure if he has rang the jess girl but our daugher is taking it over as it was her money and he isnt that interested in chasing it up as it won't benefit him.
I've told her to ring jess but just expecting she will say that they will try to sell it on. But we want a refund and dont feel like they should be able to hold onto all the money as she paid in full and try to make out they selling it on, when they could just get to close of the date and sorry its not being sold. Although would note that they clearly put pressure on them saying someone else wanted the same items on the same date and there was only one of these, and their booking was for a Tuesday next year and this was booked in nov 2020 almost 2 years in advance so bit of a co-incedence someone else was trying to book the exact same things on exact same date which is an unusual date for a wedding.
What are their rights, how should we reply to them to ask for a full refund straight away as we dont feel we should wait until they sell the package. they wont be at a loss as havent spent any cash other than replying to emails and checking bank for payment and making a note of the booking. I cant see anything they have signed up to that says its non refundable (which I feel would be a illegal contract clause anyways) nor can I see any terms and conditions on their website for the service or mention of any of this.
below is the email trail
From: Blossom Tree Hire Co <info@BLOSSOM HIRE COMPANY>
Date: 15 March 2021 (typed this on in as its from a screen shot she sent me rather than email)
To: CUSTOMER <CUSTOMER@EMAILADDRESS.COM>
Subject: Re: Blossom tree hire
Good Morning Beth
Hope you are ok I had replied to paul here is my reply's he was going to speak to Kess and see if she can resell te package and date.
Jess is good I#m sure it will get sorted.
From: Blossom Tree Hire Co <info@BLOSSOM HIRE COMPANY>
Date: 22 February 2021 at 15:24:29 GMT
To: CUSTOMER <CUSTOMER@EMAILADDRESS.COM>
Subject: Re: Blossom tree hire
Jess is getting busy next year we will all try our best for you we understand things happen
Stay safe
John
From: CUSTOMER <CUSTOMER@EMAILADDRESS.COM>
Sent: Monday, February 22, 2021 3:21:33 PM
To: Blossom Tree Hire Co <info@BLOSSOM HIRE COMPANY>
Subject: Re: Blossom tree hire
Thanks John, I’ll give Jess a call
Sent from my iPhone
On 22 Feb 2021, at 14:57, Blossom Tree Hire Co <info@BLOSSOM HIRE COMPANY> wrote:
Hi Paul
I will have a word with Jess at the hall too and see if she can resell the date and package
Hopefully it will get sorted
John
From: CUSTOMER <CUSTOMER@EMAILADDRESS.COM>
Sent: Monday, February 22, 2021 2:43:20 PM
To: Blossom Tree Hire Co <info@BLOSSOM HIRE COMPANY>
Subject: Re: Blossom tree hire
Hi John,
How do we go about cancelling this and getting a refund back into my account as we are no longer together?
Sent from my iPhone
On 5 Nov 2020, at 14:49, Blossom Tree Hire Co <info@BLOSSOM HIRE COMPANY> wrote:
Hi Paul
You are confirmed for the following
Thief Hall
Sept 13th 2022
Green/White canopy set
Mr& Mrs rustic
Delivery
Full payment of £500 received 5th November 2021
Thank you for your valued booking anything I can help with just ask.
Stay Safe
John Saunders
Blossom Tree hire co Ltd
07866xxxxx
From: CUSTOMER <CUSTOMER@EMAILADDRESS.COM>
Sent: Thursday, November 5, 2020 2:20:42 PM
To: Blossom Tree Hire Co <info@BLOSSOM HIRE COMPANY>
Subject: Re: Blossom tree hire
John,
Payment has been sent
Sent from my iPhone
On 5 Nov 2020, at 14:14, Blossom Tree Hire Co <info@BLOSSOM HIRE COMPANY> wrote:
Hi Paul
Thank you I will let the other couple know I can see a lot of next year moving it’s nightmare number 2 out there
Let me know when you do the transfer and I can send you the confirmation sorry to push it’s all getting a bit crazy again
John
From: CUSTOMER <CUSTOMER@EMAILADDRESS.COM>
Sent: Thursday, November 5, 2020 2:11:40 PM
To: Blossom Tree Hire Co <info@BLOSSOM HIRE COMPANY>
Subject: Re: Blossom tree hire
Hi John,
Yes we definitely want the green trees and the rustic Mr & Mrs. Sorry for the delay, I’ve had to pull out for new tyres so wasn’t sure if we’d be able to pay the money until after it was sorted. We’ll transfer the full £500 over now.
Thanks
Sent from my iPhone
On 5 Nov 2020, at 13:41, Blossom Tree Hire Co <info@BLOSSOM HIRE COMPANY> wrote:
Hi Paul
Hope you are both well can you let me know if you would like to book the Green trees I have a couple that are postponing to that date and now want to change to the Green set.
I will keep them in hold for you until tonight I’m sure you understand .
We would still have White and Pink sets available but it is looking like 2022 is going to be very busy now we have had 7 postponements this week alone.
Just let me know I’m sure you will have a lovely day regardless
Kind Regards
John
From: Blossom Tree Hire Co <info@BLOSSOM HIRE COMPANY>
Sent: Sunday, November 1, 2020 5:18:07 PM
To: CUSTOMER <CUSTOMER@EMAILADDRESS.COM>
Subject: Re: Blossom tree hire
Hi Paul
Have you decided to go for either of the deals I have the stock on hold for you at the moment if you can let me know either way please
We only have the one set of green if you don’t want the discount offer that’s fine the deposit would be £100
Kind Regards
John
From: Blossom Tree Hire Co <info@BLOSSOM HIRE COMPANY>
Sent: Saturday, October 31, 2020 2:55:36 PM
To: CUSTOMER <CUSTOMER@EMAILADDRESS.COM>
Subject: Re: Blossom tree hire
Hi Paul
Lovely to meet you both today this is what I am booking for you
Thief Hall
Sept 13th 2022
Green/White canopy set
Mr& Mrs rustic
Delivery
Offer price payment with order £500
Blossom Tree Hire Co ltd
BANK ACCOUNT NO & SORT CODE REDACTED BUT WERE HERE
If you can let me know when you do the transfer I will confirm we have it with a full confirmation
Kind Regards
John
From: CUSTOMER <CUSTOMER@EMAILADDRESS.COM>
Sent: Friday, October 30, 2020 8:04:37 PM
To: Blossom Tree Hire Co <info@BLOSSOM HIRE COMPANY>
Subject: Re: Blossom tree hire
Good evening John
Yes, we will see you tomorrow at 11.
Best regards,
Sent from my iPhone
On 30 Oct 2020, at 19:12, Blossom Tree Hire Co <info@BLOSSOM HIRE COMPANY> wrote:
Hi Paul
Are you still ok for the showroom tomorrow 11am
John
From: Blossom Tree Hire Co <info@BLOSSOM HIRE COMPANY>
Sent: Sunday, October 18, 2020 6:48:52 PM
To: CUSTOMER <CUSTOMER@EMAILADDRESS.COM>
Subject: Re: Blossom tree hire
Perfect
Unit 2 Queens court
Southwick
Sunderland
SR5 3JG
0786XXXXXX
Your all booked in
John
0786XXXXXX
From: CUSTOMER <CUSTOMER@EMAILADDRESS.COM>
Sent: Sunday, October 18, 2020 6:47:43 PM
To: Blossom Tree Hire Co <info@BLOSSOM HIRE COMPANY>
Subject: Re: Blossom tree hire
Yes that will be fine!
Sent from my iPhone
On 18 Oct 2020, at 18:46, Blossom Tree Hire Co <info@BLOSSOM HIRE COMPANY> wrote:
Could you do 11am
From: CUSTOMER <CUSTOMER@EMAILADDRESS.COM>
Sent: Sunday, October 18, 2020 6:45:40 PM
To: Blossom Tree Hire Co <info@BLOSSOM HIRE COMPANY>
Subject: Re: Blossom tree hire
Thank you, is there any apt’s available for Saturday 31st please?
Sent from my iPhone
On 18 Oct 2020, at 18:22, Blossom Tree Hire Co <info@BLOSSOM HIRE COMPANY> wrote:
<Image-491.png>
Pink would look better at the hall or Green/White
From: Blossom Tree Hire Co <info@BLOSSOM HIRE COMPANY>
Sent: Sunday, October 18, 2020 6:20:57 PM
To: CUSTOMER <CUSTOMER@EMAILADDRESS.COM>
Subject: Re: Blossom tree hire
From: Blossom Tree Hire Co <info@BLOSSOM HIRE COMPANY>
Sent: Sunday, October 18, 2020 6:20:12 PM
To: CUSTOMER <CUSTOMER@EMAILADDRESS.COM>
Subject: Re: Blossom tree hire
<Image-489.png>
<Image-490.png>
Yes it’s 2 trees it’s worth coming to see them it’s by appointment only and we social distance just let me know when you would like to visit the next appointments are next Saturday onwards
From: CUSTOMER <CUSTOMER@EMAILADDRESS.COM>
Sent: Sunday, October 18, 2020 6:17:16 PM
To: Blossom Tree Hire Co <info@BLOSSOM HIRE COMPANY>
Subject: Re: Blossom tree hire
Brilliant, so is the picture I sent of the arch two separate trees?
We will definitely have a visit to the showroom within the next couple of weeks though, what is the address?
Sent from my iPhone
On 18 Oct 2020, at 18:11, Blossom Tree Hire Co <info@BLOSSOM HIRE COMPANY> wrote:
Nice place
We know Jess well
Our Canopy Trees are £300a pair. matching table trees £75
All trees have hanging T-lights and a floral base.
Our trees are wood are of the highest quality available.
We have a showroom in Sunderland if you would like to see them we are now open.We have trees in White,Pink and White/Green
Delivery/ collection is £50
Deposit £100
Best Regards
John
From: CUSTOMER <CUSTOMER@EMAILADDRESS.COM>
Sent: Sunday, October 18, 2020 6:09:44 PM
To: Blossom Tree Hire Co <info@BLOSSOM HIRE COMPANY>
Subject: Re: Blossom tree hire
It will be a thief hall
Sent from my iPhone
> On 18 Oct 2020, at 18:08, Blossom Tree Hire Co <info@BLOSSOM HIRE COMPANY> wrote:
>
>
> <image0.png>
Facts:
They paid £500 upfront for blossom tree decoration hire and the wedding was booked for september next year.
They have now split up and want the money back but have been told that it is a non refundable service and they say to get the money back get the Wedding Venue Owner (Jess - who recommended them and has no ties to booking other than that so she should not have to get involved) to resell the package to someone else on the same date (a tuesday) and that would be the money back for her.
Nothing has been signed on their behalf for the service - they have just made booking and paid by bank transfer and received an email reply confirming the full payment and the date.
Company is a limited company and the website is https://www.blossomtreehireco.co.uk/
No mention on website or in the email chain that whole thing is non refundable and there is no cancellation rights or packages need to be resold for a refund prior to them asking to cancel.
They already own the items on hire so there is not really any loss to them at this stage and its cancelled well in advance (18 months+)
How should we reply/proceede? Do we need to send them a letter etc, can they do this? Should they refund us?
FOR FUTHER DETAILS SEE EMAIL TRAIL BELOW IF YOU WANT TO LOOK INTO IT MORE IN WHAT WAS SAID ETC - But facts are above.
Her boyfriend was speaking to them, not sure if he has rang the jess girl but our daugher is taking it over as it was her money and he isnt that interested in chasing it up as it won't benefit him.
I've told her to ring jess but just expecting she will say that they will try to sell it on. But we want a refund and dont feel like they should be able to hold onto all the money as she paid in full and try to make out they selling it on, when they could just get to close of the date and sorry its not being sold. Although would note that they clearly put pressure on them saying someone else wanted the same items on the same date and there was only one of these, and their booking was for a Tuesday next year and this was booked in nov 2020 almost 2 years in advance so bit of a co-incedence someone else was trying to book the exact same things on exact same date which is an unusual date for a wedding.
What are their rights, how should we reply to them to ask for a full refund straight away as we dont feel we should wait until they sell the package. they wont be at a loss as havent spent any cash other than replying to emails and checking bank for payment and making a note of the booking. I cant see anything they have signed up to that says its non refundable (which I feel would be a illegal contract clause anyways) nor can I see any terms and conditions on their website for the service or mention of any of this.
below is the email trail
From: Blossom Tree Hire Co <info@BLOSSOM HIRE COMPANY>
Date: 15 March 2021 (typed this on in as its from a screen shot she sent me rather than email)
To: CUSTOMER <CUSTOMER@EMAILADDRESS.COM>
Subject: Re: Blossom tree hire
Good Morning Beth
Hope you are ok I had replied to paul here is my reply's he was going to speak to Kess and see if she can resell te package and date.
Jess is good I#m sure it will get sorted.
From: Blossom Tree Hire Co <info@BLOSSOM HIRE COMPANY>
Date: 22 February 2021 at 15:24:29 GMT
To: CUSTOMER <CUSTOMER@EMAILADDRESS.COM>
Subject: Re: Blossom tree hire
Jess is getting busy next year we will all try our best for you we understand things happen
Stay safe
John
From: CUSTOMER <CUSTOMER@EMAILADDRESS.COM>
Sent: Monday, February 22, 2021 3:21:33 PM
To: Blossom Tree Hire Co <info@BLOSSOM HIRE COMPANY>
Subject: Re: Blossom tree hire
Thanks John, I’ll give Jess a call
Sent from my iPhone
On 22 Feb 2021, at 14:57, Blossom Tree Hire Co <info@BLOSSOM HIRE COMPANY> wrote:
Hi Paul
I will have a word with Jess at the hall too and see if she can resell the date and package
Hopefully it will get sorted
John
From: CUSTOMER <CUSTOMER@EMAILADDRESS.COM>
Sent: Monday, February 22, 2021 2:43:20 PM
To: Blossom Tree Hire Co <info@BLOSSOM HIRE COMPANY>
Subject: Re: Blossom tree hire
Hi John,
How do we go about cancelling this and getting a refund back into my account as we are no longer together?
Sent from my iPhone
On 5 Nov 2020, at 14:49, Blossom Tree Hire Co <info@BLOSSOM HIRE COMPANY> wrote:
Hi Paul
You are confirmed for the following
Thief Hall
Sept 13th 2022
Green/White canopy set
Mr& Mrs rustic
Delivery
Full payment of £500 received 5th November 2021
Thank you for your valued booking anything I can help with just ask.
Stay Safe
John Saunders
Blossom Tree hire co Ltd
07866xxxxx
From: CUSTOMER <CUSTOMER@EMAILADDRESS.COM>
Sent: Thursday, November 5, 2020 2:20:42 PM
To: Blossom Tree Hire Co <info@BLOSSOM HIRE COMPANY>
Subject: Re: Blossom tree hire
John,
Payment has been sent
Sent from my iPhone
On 5 Nov 2020, at 14:14, Blossom Tree Hire Co <info@BLOSSOM HIRE COMPANY> wrote:
Hi Paul
Thank you I will let the other couple know I can see a lot of next year moving it’s nightmare number 2 out there
Let me know when you do the transfer and I can send you the confirmation sorry to push it’s all getting a bit crazy again
John
From: CUSTOMER <CUSTOMER@EMAILADDRESS.COM>
Sent: Thursday, November 5, 2020 2:11:40 PM
To: Blossom Tree Hire Co <info@BLOSSOM HIRE COMPANY>
Subject: Re: Blossom tree hire
Hi John,
Yes we definitely want the green trees and the rustic Mr & Mrs. Sorry for the delay, I’ve had to pull out for new tyres so wasn’t sure if we’d be able to pay the money until after it was sorted. We’ll transfer the full £500 over now.
Thanks
Sent from my iPhone
On 5 Nov 2020, at 13:41, Blossom Tree Hire Co <info@BLOSSOM HIRE COMPANY> wrote:
Hi Paul
Hope you are both well can you let me know if you would like to book the Green trees I have a couple that are postponing to that date and now want to change to the Green set.
I will keep them in hold for you until tonight I’m sure you understand .
We would still have White and Pink sets available but it is looking like 2022 is going to be very busy now we have had 7 postponements this week alone.
Just let me know I’m sure you will have a lovely day regardless
Kind Regards
John
From: Blossom Tree Hire Co <info@BLOSSOM HIRE COMPANY>
Sent: Sunday, November 1, 2020 5:18:07 PM
To: CUSTOMER <CUSTOMER@EMAILADDRESS.COM>
Subject: Re: Blossom tree hire
Hi Paul
Have you decided to go for either of the deals I have the stock on hold for you at the moment if you can let me know either way please
We only have the one set of green if you don’t want the discount offer that’s fine the deposit would be £100
Kind Regards
John
From: Blossom Tree Hire Co <info@BLOSSOM HIRE COMPANY>
Sent: Saturday, October 31, 2020 2:55:36 PM
To: CUSTOMER <CUSTOMER@EMAILADDRESS.COM>
Subject: Re: Blossom tree hire
Hi Paul
Lovely to meet you both today this is what I am booking for you
Thief Hall
Sept 13th 2022
Green/White canopy set
Mr& Mrs rustic
Delivery
Offer price payment with order £500
Blossom Tree Hire Co ltd
BANK ACCOUNT NO & SORT CODE REDACTED BUT WERE HERE
If you can let me know when you do the transfer I will confirm we have it with a full confirmation
Kind Regards
John
From: CUSTOMER <CUSTOMER@EMAILADDRESS.COM>
Sent: Friday, October 30, 2020 8:04:37 PM
To: Blossom Tree Hire Co <info@BLOSSOM HIRE COMPANY>
Subject: Re: Blossom tree hire
Good evening John
Yes, we will see you tomorrow at 11.
Best regards,
Sent from my iPhone
On 30 Oct 2020, at 19:12, Blossom Tree Hire Co <info@BLOSSOM HIRE COMPANY> wrote:
Hi Paul
Are you still ok for the showroom tomorrow 11am
John
From: Blossom Tree Hire Co <info@BLOSSOM HIRE COMPANY>
Sent: Sunday, October 18, 2020 6:48:52 PM
To: CUSTOMER <CUSTOMER@EMAILADDRESS.COM>
Subject: Re: Blossom tree hire
Perfect
Unit 2 Queens court
Southwick
Sunderland
SR5 3JG
0786XXXXXX
Your all booked in
John
0786XXXXXX
From: CUSTOMER <CUSTOMER@EMAILADDRESS.COM>
Sent: Sunday, October 18, 2020 6:47:43 PM
To: Blossom Tree Hire Co <info@BLOSSOM HIRE COMPANY>
Subject: Re: Blossom tree hire
Yes that will be fine!
Sent from my iPhone
On 18 Oct 2020, at 18:46, Blossom Tree Hire Co <info@BLOSSOM HIRE COMPANY> wrote:
Could you do 11am
From: CUSTOMER <CUSTOMER@EMAILADDRESS.COM>
Sent: Sunday, October 18, 2020 6:45:40 PM
To: Blossom Tree Hire Co <info@BLOSSOM HIRE COMPANY>
Subject: Re: Blossom tree hire
Thank you, is there any apt’s available for Saturday 31st please?
Sent from my iPhone
On 18 Oct 2020, at 18:22, Blossom Tree Hire Co <info@BLOSSOM HIRE COMPANY> wrote:
<Image-491.png>
Pink would look better at the hall or Green/White
From: Blossom Tree Hire Co <info@BLOSSOM HIRE COMPANY>
Sent: Sunday, October 18, 2020 6:20:57 PM
To: CUSTOMER <CUSTOMER@EMAILADDRESS.COM>
Subject: Re: Blossom tree hire
From: Blossom Tree Hire Co <info@BLOSSOM HIRE COMPANY>
Sent: Sunday, October 18, 2020 6:20:12 PM
To: CUSTOMER <CUSTOMER@EMAILADDRESS.COM>
Subject: Re: Blossom tree hire
<Image-489.png>
<Image-490.png>
Yes it’s 2 trees it’s worth coming to see them it’s by appointment only and we social distance just let me know when you would like to visit the next appointments are next Saturday onwards
From: CUSTOMER <CUSTOMER@EMAILADDRESS.COM>
Sent: Sunday, October 18, 2020 6:17:16 PM
To: Blossom Tree Hire Co <info@BLOSSOM HIRE COMPANY>
Subject: Re: Blossom tree hire
Brilliant, so is the picture I sent of the arch two separate trees?
We will definitely have a visit to the showroom within the next couple of weeks though, what is the address?
Sent from my iPhone
On 18 Oct 2020, at 18:11, Blossom Tree Hire Co <info@BLOSSOM HIRE COMPANY> wrote:
Nice place
We know Jess well
Our Canopy Trees are £300a pair. matching table trees £75
All trees have hanging T-lights and a floral base.
Our trees are wood are of the highest quality available.
We have a showroom in Sunderland if you would like to see them we are now open.We have trees in White,Pink and White/Green
Delivery/ collection is £50
Deposit £100
Best Regards
John
From: CUSTOMER <CUSTOMER@EMAILADDRESS.COM>
Sent: Sunday, October 18, 2020 6:09:44 PM
To: Blossom Tree Hire Co <info@BLOSSOM HIRE COMPANY>
Subject: Re: Blossom tree hire
It will be a thief hall
Sent from my iPhone
> On 18 Oct 2020, at 18:08, Blossom Tree Hire Co <info@BLOSSOM HIRE COMPANY> wrote:
>
>
> <image0.png>
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