Currys - cancelled my order and gave a refund to someone else!

gw15

I ordered a fridge/freezer from Currys, online on 7th November. They took money from my debit card and I received a confirmation, with the item due to be dispatched early December.

On November 23rd 11:23 they send me an email, apologising that "they are unable to complete the order" I telephone them the same evening and am told that "I" went into a store at 12:26 (time logged on their customer service screen) and had a cash refund!!!!

I have spent the last 48 hours waiting for them to sort it out, they have not returned any phone calls as they have promised, I have been passed from one operator at Customer services to another... every time re-telling the story. :mad:

They are unable to tell me which store the cash refund was given, and apparantley it was me who cancelled the order.

My bank have told me to take it up with Currys, whose customer service up to now has been appalling. Help!

DVardysShadow

Keep us posted. Do you have an alibi for when the cancellation was alleged? I think this may be a scam with inside knowledge. Start collecting evidence now and advice, because I think you may need to take this to the small claims court.

4743hudsonj

gw15 wrote: »

I ordered a fridge/freezer from Currys, online on 7th November. They took money from my debit card and I received a confirmation, with the item due to be dispatched early December.

On November 23rd 11:23 they send me an email, apologising that "they are unable to complete the order" I telephone them the same evening and am told that "I" went into a store at 12:26 (time logged on their customer service screen) and had a cash refund!!!!

I have spent the last 48 hours waiting for them to sort it out, they have not returned any phone calls as they have promised, I have been passed from one operator at Customer services to another... every time re-telling the story. :mad:

They are unable to tell me which store the cash refund was given, and apparantley it was me who cancelled the order.

My bank have told me to take it up with Currys, whose customer service up to now has been appalling. Help!

write a strongly worded but polite letter to their head office detailing whats happened and that unless they can prove you have received a refund with irrefutable proof then you expect a full refund or your order reinstated within 7 days (whichever one you would prefer) and if they do not comply you will be issuing them a letter before action stating your intent to go to court for the amount.

i would also make trading standards aware

Zazen999

Don't they have to refund the same card that the payment was originally made on; to prevent this happening? Did you get terms and conditions when you bought it?

gw15

Yes, I'm a teacher! Have a copy of the cancellation email, all customer service agents refuse to give 2nd names so only have first names and times of telephone calls etc.

Lip_Stick

Aren't refunds supposed to be given using the same method the purchase was made with? They aren't supposed to give cash refunds for payments made with cards for a start.

lol zazen99 - beat me to it.

gw15

Sorry cross posts - apparently it is against company policy to issue a cash refund for a card purchase. Nor would they have issued a card refund/purchase over the telephone, only in person at a store.

The card has not left my side and having spoken to my bank they do not believe that it has been cloned?

gw15

I also find it hard to believe that they cannot tell me which store the refund was issued as I was told that the till would be down by £280 and a manager would not authorise it.

It just doesn't make sense, unless someone at Currys was involved?

Lip_Stick

Won't they have any cctv from the day, since it was only a couple of days ago? That should give the proof needed.

4743hudsonj

gw15 wrote: »

Sorry cross posts - apparently it is against company policy to issue a cash refund for a card purchase. Nor would they have issued a card refund/purchase over the telephone, only in person at a store.

The card has not left my side and having spoken to my bank they do not believe that it has been cloned?

they dont legally have to

think if you cancelled your card in the meantime. they would have no option to give a cash refund, but as said they dont like doing as its harder to balance the books, well more work anyways

whats odder is they said it was in store


tell them that unless they can prove with a video or photograph that it was you who received the refund then they must give you a refund

i have to say this is too underhand even for dsgi so maybe something is going on between staff?

gw15

Thanks, have told them I want a full refund or to reinstate the order (to the original delivery date) Surely it shouldn't take them 48 hours to work out which store the transaction happend and have a look on CCTV - though to be honest, they are just not interested!!