Online ordering contract creation

[Captain123]

Good Afternoon,

I am hoping I can get some initial help on how far I should push back on an online order that hasn't delivered what I expected should be.

A little background - I placed an online order with a bathroom company for a vanity unit. As part of the online order process for the unit, there was a selection box to click if you wanted a smaller additional unit in the same colour. I selected this, went through to checkout and paid the requested amount.

At this point, I received an order confirmation email with the add-on unit shown. I then received a shipping confirmation email with the add-on still shown under the heading "Shipped Items".

When the order arrived, it did not contain the add-on unit. When I phone to query this, I was told that whilst I may have selected it, I had not paid for it. I stated back that I had paid the total requested on their checkout page, and there was no indication of any uplift in charge for the add-on unit.
When going back to the website, it looks like this may have been a glitch as there is now a clear add on in the checkout when this option is selected.

The terms and conditions of the company say -
Acceptance of your Order: When you place an order, you are offering to buy the product(s) from us and we will send you an order acknowledgement. However, your order will only be accepted by us once your product(s) have been delivered to you. Until then we can decline to supply the goods – we will try to ensure that this never happens but we do, however, reserve the right not to fulfill your order for any reason if, for example, we have made an error on the price or similar or we simply can't get hold of the item you need. In the event of these circumstances we will refund you any price you’ve paid to us. Please note that we reserve the right not to accept an order for any reason and we won’t be liable to you or anyone else in these circumstances.

So whilst the unit wasn't delivered, it was clearly stated in the shipping email.

Can you please let me know if you think I have a claim to the additional unit, as I paid the value, and genuinely thought that I had paid the expected amount to receive all the ordered items, I ordered in good faith.

Thank you in advance.

[ostell]

So you ask them to complete the order with the additional item or they make arrangements to pickup the item they did deliver.

[Captain123]

I have requested the additional item, and they state (quite vehemently as my last phone call shows) that as I have not paid for it, they will not deliver it.

However, at the time of ordering, and all the way through to receipt at my front door, I was genuinely not aware that the item wasn't paid for. I also don't know how I'd get the item added to the order without paying for it, unless I somehow hacked their order system (which I obviously didn't).

[islandgirl]

I think I would offer to pay but ask them to cover the delivery cost as that would have been covered as part of the original order?

[echat11]

It's more then likely an error on their part. It's up to them if they want to honor it. Some companies do stuff like that deliberately, others just don't update their website causing issues.

I agree with Islandgirl, see if they can discount a % off for you.