Currys - Problems with refund

danzyuk

I had exactly the same problem obtaining a refund from a Currys store (well, 3 stores that I tried in fact!) despite printing and explaining the companies clearly stated terms and conditions to the store manager. The manager was rude and refused to enter into any discussion about the matter. I had to post the item back to Currys to eventually get my refund.

The way I was treated has put me off shopping at any of the stores in the Dixons group (Currys, Dixons, PC World etc.)

mrlossyman

I am glad I am not the only one... Well actually i am not glad cus this absolutely sucks!! the worst part is I have been told I will have to wait about two weeks to post the item back because I cannot be sent return labels due to the explosion at hemel hempstead.........

Currys are the worst when it comes to instore customer service....

It's crazy..........

darbooka

On the Curry's website, you can click on 'Customer Services' at the top, and then click on 'Returns Policy' to get the text below, which indicated that you CAN return to store within 14 days after delivery (you can print out that page and take it to the store with you):

Last Updated 20/12/05
Cancellations


You can cancel your purchase at any time either before or up to 14 days after delivery by:


returning the product to one of our stores (please bring your receipt with you and the card you paid with, so that it can be credited);
following the “Returns” instructions in your Currys delivery documentation;
e-mailing us at curryswebsales@currys.co.uk;
phoning us on 0870 333 1222 - please have your order reference number and delivery details to hand;
writing to After Sales, P.O. Box 1925, Sheffield, S2 5XW (please do not post products to this address).

Your product must be complete, unused and in 'as new' condition (e.g. if you have opened the box to examine the product you must have done so without damaging or marking the product in any way). It should be returned with the original box, packing and accessories. Pre-recorded videotapes, DVDs, CDs, minidiscs and other software must be sealed. Any 'Free Gifts' received with the product must also be returned.


You will receive a full refund, and the cancellation is free of charge provided you return the product to a store, arrange for it to be collected from the delivery address or use one of our pre-paid return labels. If you choose another method of return, you must bear the costs.


We cannot cancel your purchase when:

you return your product to a store without proof of purchase;
there is a contract for services with the product and you have started using the services (this would include, e.g. a mobile phone subscription, but not an extended warranty service agreement);
the seal has been broken on any software including games; or
the goods were a special order to your specification.

Return of Faulty Goods

The following are guidelines. Wherever possible we will respond to your individual circumstances.

If there is a fault with your product withing 12 months of delivery (or other defect with your order), we will offer a prompt repair service. We will always offer you the choice of an exchange or refund if the fault occurs within 28 days of delivery.

To qualify for a refund or exchange the product must be:

in otherwise “as new” condition; and
complete with any accessories and free gifts offered with it (and, if possible, the original box and packaging).

Please return the product to a Currys store or phone Aftersales on 0870 333 1222 (9am to 8pm Monday to Friday, 9am to 5pm Saturday and Sunday) to arrange a collection. If a fault occurs while you are abroad, please contact us after you return to the UK.

This promise does not cover faults caused by accident, neglect, misuse or normal wear and tear. For consumable items (e.g. non-rechargeable batteries, camera films, ink cartridges etc) the guarantee period is three months from delivery.

If a pre-recorded videotape, DVD, CD, minidisc or other software is faulty under guarantee we will happily exchange it for the same title or refund your money.

Any refund due to a fault or other defect will include a refund of the applicable delivery charge. We will also pay for our costs of collecting goods for replacement or refund if they are not taken into a store. Replacement goods are sent by standard delivery only (i.e. premium services are not available)

THIS RETURNS POLICY DOES NOT AFFECT YOUR LEGAL RIGHTS

mrlossyman

This was taken to the store but they took no notice of it.... :mad: I explained all the above but I might aswell have been talking Greek!

croboy

I Had Exactly The Same Issue. Bought A Laptop Online, It Wouldnt Power On, Went To Take It Back To My Nearest Store And The Manager Point Blank Refused To Take It Back. I Showed Him T&c's And He Said They Were 'wrong'. I Told Him He Was An Idiot And Got Banned From The Store.

My Friend Who Is A Dixons Manager Said It Is Because Refunds Come Out Of Their Gross Profits And Affect Their % Based Bonus's. So If My Laptop Was Taken Back They Would Lose £800 From The Shops Gross Income. Its Totally Wrong Though As They Are Not Individual Stores, They Are A Group.

darbooka

Then trading standards should be called into the picture.

woohoo_postingid

I would write to Peter Keenan (The Managing Director) and Nick Wilkinson (The Group Managing Director) as well as Paul Steel (The Divisional Director for the South) detailing everything. I would also get the full name of the Store Manager and The Area Manager and write to them as well.

Really kick up a fuss. You should not be treated like this. I may be able to get you a name and mobile number for the Area Manager with a bit of luck. I shall see what I can come up with!! To be fair, the Area Manager is the one who will kick the Store Manager up the !!!!!!.

If I get any luck, I shall be here tomorrow to let you know so check back

:xmassign:

Chodman

I have also had the very same problem with Curry$ i was lucky enough to get an Xbox360 deal they had running online (Xbox360 + 5 games + 2 accesories) but for my £499 i only recieved the console, no games or accessories.
I was having no luck with there so called customer surport so i decided to contact my CC company and they started a Claims Dispute, and after less than 24hrs i had Curry$ calling ME to apologise for there mix up and offered to refund the cost of the package minus the console cost.

Lady_K

Does that work with debit cards aswell or does it have to be a credit card?

bluep

I would never buy anything from Dixons or Curry's now and only under extreme emergency from PC World (and then somethign I wouldn't expect to be able to return). I bought a portable cd player from them and took it back because the aerial snapped the first time I pulled it out and the cd player stopped working. They refused to send it off for refund or repair as they said it wasn't in its original condition becuase the aerial was broken. When I explained that this was why I was bringing it back as well as the cd player not workign at the same time, they still refused! EH???? Couldn't believe how rude the manager was and he refused to give his name. Utter CROOKS in my opinion.