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

gw15

They have told me that the order was cancelled over the telephone, but they know nothing more ie. who by, when, whether the 'customer' stated where they wanted to collect the refund from etc.

gw15

I have found an address for John Browett CEO off another thread - does any one know if this is up to date?

Blacksheep1979

seriously don't bother with the ceo, do you honestly think he's going to personally look at this in any way whatsoever?

Write a letter and send it recorded delivery to their standard complaints department and set out what you want doing and a timescale in which you want them to do it.

RobertoMoir

Blacksheep1979 wrote: »

seriously don't bother with the ceo, do you honestly think he's going to personally look at this in any way whatsoever?

No, but I've had good results writing to these kinds of people because they will often pass on a polite, well written letter of complaint to someone senior in the complaints department with instructions to fix the problem properly.

I have no illusions that the most recent one, a complaint about M&S that I sent to Sir Stuart Rose was actually answered by him when the letter came back from "his office" but I do know that I got a very nice very humble apology on his behalf, a full refund of the purchase price of the item I had difficulty over and a £50 gift voucher that I had not asked for or expected.

And you know what, that made me think that someone at M&S values customers and that maybe I should keep on shopping with them. A good result for everyone involved.

edgex

you made the order, & payment, online
their 'online' team will have sent you an email stating that they could not complete the order - that should have resulted in an automatic refund to the card you had used for the payment.


i dont see how a store could issue a refund for something that that store hadnt processed, especially a cash refund.
also, how are they stating that 'someone' cancelled the order, when they had already done so (by not being able to fulfill it)


the email from Currys, does it state that they are to issue a refund, or does it ask you to contact them to make a choice, ie. a refund or alternative product?





i would suggest replying to the original email, stating that you are requesting your refund.
if they send some daft reply, simply state that you will give them 3 working days (thats about how long it takes for it to appear on your card/account), & if not received by then, your bank will do a chargeback.



it does not matter to you where they have made a false refund, who to or why.
all that matters is that they have yet to refund you.