Orange branch refuse refund on mis sold phone

Russell_S1

Bought a 'Rome' phone recommended by Orange 'sales advisor' as a like-for-like comparison with Motorola Razr.
Got it home and it's useless.
Returned to Orange shop in Banbury. Refused refund.
Next day called Orange customer services, they said I was entitled to a full refund if it didn't match the description. Simply return to store and ask manager to call customer services to authorise refund.
Manager (Jason) refused to refund. said Customer services didn't know what they were talking about.
I contacted Trading Standards. Told if goods didn't match description I was entitled to refund within 7 days of purchase. It was, and they still refuse a refund.
Spoke to manager (Andy) at Orange customer services. Told me to go to police if they refuse refund.
Great service Orange!! Never will I use them again, and will do my best to twitter everyone i know to bring this shambolic company to their attention.
Any ideas anyone, before I go to the police?
:cool:

BigLee_24

I had a problem with different things been said by the staff in store and the customer services staff so I went into the store explained the problem and told the staff to phone customer services who had put a note on my account. He gave me his phone in store to ring up I was then told to put the gentleman in store on the phone...... 10 minutes later problem solved..... :beer:

Meepster

What does/doesn't it do in comparison to the description exactly?

maninthestreet

Why is the phone 'useless' ???

Googlewhacker

So you asked for Oranges equivalent to the Razr, they gave you it and because you don't like it you want a refund.

equivalent does not mean same, it just means the phone nearest to the one you requested

Sandoval

Russell_S1 wrote: »

Great service Orange!! Never will I use them again, and will do my best to twitter everyone i know to bring this shambolic company to their attention.
Any ideas anyone, before I go to the police?
:cool:

Yeah you get twittering and tell all your friends! That'll bring down Orange!!

Also I'd love to see the reaction from whatever police officer you complain about this to! :rotfl:

Fair play you sound mental

MT90

Seriously, this is a troll right? Head office of a company, tells a customer to go to the police about a manager of one of their own stores? Orange seem to have a mutiny on their hands!

woody01

Police.....for god's sake!
I know its a pain, but the police don't want to hear you whining about a mobile phone you incorrectly bought.

You seriously need to get a grip.

DCFC79

Russell_S1 wrote: »

Bought a 'Rome' phone recommended by Orange 'sales advisor' as a like-for-like comparison with Motorola Razr.
Got it home and it's useless.
Returned to Orange shop in Banbury. Refused refund.
Next day called Orange customer services, they said I was entitled to a full refund if it didn't match the description. Simply return to store and ask manager to call customer services to authorise refund.
Manager (Jason) refused to refund. said Customer services didn't know what they were talking about.
I contacted Trading Standards. Told if goods didn't match description I was entitled to refund within 7 days of purchase. It was, and they still refuse a refund.
Spoke to manager (Andy) at Orange customer services. Told me to go to police if they refuse refund.
Great service Orange!! Never will I use them again, and will do my best to twitter everyone i know to bring this shambolic company to their attention.
Any ideas anyone, before I go to the police?
:cool:

you say it doesnty match the description so how does it not match the description ?

dont go to the police as its nothing to do with them ?

you could have looked on the internet for similar phones,

DCFC79

MT90 wrote: »

Seriously, this is a troll right? Head office of a company, tells a customer to go to the police about a manager of one of their own stores? Orange seem to have a mutiny on their hands!

yes im begining to think that, i have heard bad things about orange but i dont think they are that bad to advise the customer to go to the police

LeicDave

Going to the police seems a bit extreme! I would suggest giving Orange a call and asking to speak to a member of their customer escalation team, they probably won't want to put you through to them in all honesty as they are pretty hard to get hold of, but if you persevere and remain calm you should get through to them. They have the authority to sort pretty much all things out.

I would say this though that because you don't like the phone which is what I would guess it more is rather than it being like for like, if they were so identical there wouldn't be 2 models that does not class as mis-selling you the product. You do have the right to return the item in it original packaging within 7 or 14 days sorry can't remember which and ask for a refund.