Carphone warehouse online purchase problem - please help

tigerlily59

Hi,
I wonder if someone could advise me, I tried purchased a PAYG mobile phone from the Carphone Warehouse website on 3rd Dec at a cost of £139.99 for a Xmas present for my son, I received the standard 'your order is being processed' email, but didn't receive the 2nd email stating the order had been processed and delivery details etc. So on the 4th Dec I rang them to see what was happening with my order, I was informed that the item had been discontinued. There wasn't another phone suitable so the order didn't progress (or so I thought)! I then went onto the Orange web site and ordered a phone off there instead - carphone warehouse didn't stock this particular phone. On Tues 8th Dec I checked my bank account, the money for the Orange phone had gone out but Carphone Warehouse had also took £139.99 on the 7th for the phone that they didn't have in stock!! I don't have a lot of money and have to be really careful, but this made my bank account go overdrawn, I had NO money for 3 days, and with a 12 year old son to look after this was disastrous for me. I also had a direct debit not go through on the 8th, and a charge from my bank of 19.50. I never go overdrawn on my bank account and was extremely upset. I phoned carephone warehouse, and all they could offer me, initially, was a cheque which would take 14 days and would then take another 5 days to clear into my bank. Right on top of Christmas with a young son to buy christmas prsents for you can imagine how upset I was. I point blank refused this, and spoke to 5 different people on that first day until I finally spoke to someone who could authorise a refund onto my debit card. It is now 23rd Dec - and still no money back. I have phoned them countless times, the majority of staff are rude and indifferent. A couple have been ok, and understand my frustration, wth promises of sorting it out, but I have got no where! I am so upset, I had to borrrow money of a family member that first week. I have written a letter of complaint to them, and asked them to refund my bank charges. I can no longer get any joy from the complaints line, as I spoke to them again yesterday, and was told that he could put another request in but it would then take a further 14 days to sort out, he told me I had been told countless times it would take 14 days to refund because all my phone calls were recorded on the computer in front of him - I told him it should never have been taken from my account in the first place - I was just about to ask his name, and he put the phone down on me. I have not been rude to them, just upset and frustrated and I am at a loss now. Any advise or suggestions would be much appreciated.

Thank you
Michelle Leonard

Optimist

Like all these organisations they are quick to take and slow to refund.

I don't hold out much hope of you getting you money by Christmas at this point but this was and I believe still is Charles Dunstones email address [EMAIL="dunstoc@cpwplc.com"][/EMAIL]Removed

Can I suggest you space your message out a little more to make it easier reading if you email

Good luck

tigerlily59

Thank you for your reply, I shall certainly email him. I agree though, unlikely to get the money before Christmas. I don't understand though, how they can take money for an item that has been discontinued.

I just telephoned the consumer advise line, and they say its illegal for a company to advertise items that they no longer stock and are going to look at the web page.

Anyway, thanks again

Michelle

educated_lurch

Think youll find this is typical of Carphone Warehouse. Im still awaiting them to buy my Orange contract out when they sent me the wrong phone and I returned it but they didnt cancel the Orange contract. That was end of Sept.Ok im only £17 out of pocket for the 1 Direct Debit they took out but ive now got adverse credit registered against my name. Went to the store 2 days ago and they had me waiting around for an hour. Received a call from them today and they left a message saying theyll "hopefully be sending the out within 28 days ".have too take advise form Consumer Direct and currently persuing complaints against both Orange and Carphone Warehouse. Good luck they are a bunch of charltans.

tigerlily59

I emailed Charles Dunstone as you suggested, he replied very quickly and said he would look into it.

I got an email later from his team saying they were dealing with it, and they just telephoned me, apologised profusely and have actioned the refund.

I have also been offered a refund of my bank charges, and £25 as a goodwill gesture.

No, the money won't hit my account before Christmas, but after speaking to the CEO team, I am confident that it will just after Christmas, and they are trying to put things right, so I'm happy with that.

So thank you, Optimist for pointing me in the right direction.