Carphone warehouse

Silk

DUTR wrote: »

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The handset could have already been dispatched and waiting to show up on returns before the refund is completed. It may simply be an oversight in the clerical section.

I also agree but as Herongull pointed out they have to refund by law within 30 days ...and it makes no difference whether the phone is missing or not they are still supposed to refund within 30 days

DUTR

Silk wrote: »

I also agree but as Herongull pointed out they have to refund by law within 30 days ...and it makes no difference whether the phone is missing or not they are still supposed to refund within 30 days

So now the OP has to rais ethe issue with the CC

"
I’ve been expecting a refund from a retailer but I haven't received it, what should I do?
If a refund/credit voucher has been raised by the retailer and has not been processed to your account, we would need a copy of the refund voucher in order to support your claim."


So has the OP recieved written confirmation of a refund? Then the clock can start.

mobilejunkie

The days are irrelevant for a credit card transaction. He can raise a dispute immediately and they will freeze the transaction until it's sorted out. The only proviso is the amount; as it is less than £100 some credit card companies may not act - but in my experience most would.

As silk knows, dealing with CPW under such circumstances can be frustrating (at best) and appalling (at worst). They certainly aren't averse to flouting t&c that alone decent customer service.

If the credit card company are taking a different postion (i.e. no refund voucher) a complaint usually does the trick. The issue is not that they have refunded, but that they have not and are obliged to - regardless of any voucher.

ststephens97

latest update:-
rang American express this morning and refund still not received despite being told a week ago by Carphone warehouse it would be!
Rang CPW customer services straightaway to query and as usual put me on hold then came back and said their systems were down so couldnt look into my case!
Rang American Express again-they were brilliant, they immediately opened a dispute and informed me I wouldn't have to pay the £75 (at least until resolved) and said they would handle the case from now on.
To you all, if you have to use CPW be absolutely sure the phone or whatever it is is 100 per cent what you want, and be prepared for hassle if you ever have the misfortune to deal with their customer service dept
also pay with a credit card so you have an added level of protection.
If American Express cant get me the money then I guess its the small claims court, if I go down this route I will try and claim back for the time Ive spent trying to sort!
I will keep you all posted

mobilejunkie

As I suggested. Now it's up to the credit card company to sort it out, whether they get the refund from CPW or not; that's the point - your contract is jointly with them, so they are liable if the contract is cancelled.

ststephens97

within an hour of telling CPW about involvement of american express they rang and sorted refund
if you buy from CFW and have a problem their customer service sucks and expect hassle from them, also always always pay with credit card

DUTR

ststephens97 wrote: »

within an hour of telling CPW about involvement of american express they rang and sorted refund
if you buy from CFW and have a problem their customer service sucks and expect hassle from them, also always always pay with credit card

Glad you finally got your refund sorted, I think every reader also believed that would be the outcome.
I have used CPW in the past on more than one occasion without issue, also recently used Phones4U which often have bad press, but to be honest I was pleased with the service they offered, I would think both companies would not have risen to the might they have by consistently offering poor service .

ststephens97

I've got to be guided by my own experience and I'll only be messed around once, be steering clear of CPW in future, never been messed around so much in my life
From my experience companies with good customer services include Apple, Amazon, American Express (all begin with A!)but again other people may differ-all depends on customers' own personal experience

Guys_Dad

I am very pleased that you have got your refund. It was due to you and I agree that companies are lightning fast to take money from your card and the repayment timescale can be like a wounded snail.

There is one thing, though. Your opening post says that you changed your mind 10 minutes after ordering, not after inspecting the handset after delivery. In other words, you bought without doing "due diligence" to use the current business speak.

Nothing can beat trying an item out before buying and that means a visit to a high street reseller before deciding to buy either online or at the shop. The current hassle you have had has probably made you think twice about a repeat situation.

I hope your experience can act as a warning to others who may find themselves regretting ordering something without proper checks beforehand.

ststephens97

it was nothing to do with the quality of phone etc, it was a HTC pay as you go with 3. ordered it then quickly realised that it was a £15 minimum top up and what you didnt use in the month you lost, the phone was for my 10 year old so he would prob only use a fiver a month so not appropriate
another poster already critisised me for not researching properly and more or less blamed me which is his or her opinion and i normally re4search stuff to the nth degree but this time i didnt!
i ordered online and cancelled via telephone within 10 mins of order-it had not been despached and the person I spoke to said i would be refunded immediately and instead Ive been messed around for a month
as i say i will not use CPW again