Miss selling in Currys, Bristol - Advice needed

noodlespink2

I have contacted them via 2 email addresses, posted on their facebook page twice (both have been removed), also sent them a private message via facebook and they still have no decency to get vack to me since last sunday evening. I have also emailed Trading standards.

I have also written a letter to head office yesterday - How long do i give them before i take it further and who do i contact next!

Dear Sir/Madam

I would like to complain for the miss selling we received in your Avonmeads, Bristol store today. We purchased a LG 47LA860W, we were told the Whatever Happens insurance covered if our children damaged it etc as the sales man could see we had our 2 young children with us. We were told the first month was free and then after that it was £9.50 a month and we wouldn't be in a contract. He added it to the TV and said we could cancel it after 14 days. After spending an hour and 45 minutes trying to make the purchase we were losing the will to live. On reading about the insurance when we got home it doesn't cover accidental damage at all so we were miss sold this.
We were also told that as long as the cost of the TV was paid 6 months to the date we would not get charged any interest as we had paid a deposit today. Reading all the terms and conditions it has to be paid 5 days before the date or we will then get charged interest, again this was never told to us.
The salesman didn't make us aware there was a £25 admin fee to set up the 'buy now pay later' it was only upon reading the paperwork this was bought to light, surely people should be made aware of this to be honest we could have paid for the tv outright but thought we might as well take advantage of the offer as we were told it wouldn't cost us anymore.
Also we were told the glasses were £30 each to buy, whereas they are only between £5 and £10 for the same glasses online for exactly the same glasses, he said that would save us £120 straight out.
Finally we were told we HAD to buy the HDMI to HDMI to get the 3D and it was £34.99, this then increased to £39.99 and we were charged £39.99 and on your website against the packages that can be taken out with this TV it says they have 50% off when you buy any TV so should have been charged £34.99 like it says on your website.
After all the miss selling in the press these days we are totally and utterly disappointed with such a reputable company having staff basically telling us anything to get the sale. On this occasion we have been overcharged and conned. I hope this is seriously looked into as we will not be leaving this matter until we have a satisfactory outcome.

I look forward to your speedy response!

Many Thanks

somethingcorporate

Sounds like some shonky selling if ever I heard it. This is what you expect from sales people unfortunately - they are only interested in the numbers.

Go back into store and talk to the manager, preferably when that sales person is there and see what they can do for you. Alternatively, write a letter and make a complaint (not an email).

CoolHotCold

Are you sure you're reading the correct documentation, the Whatever Happens (Both Premier and non-Premier) covers accidental damage (though it may be called mishaps instead)

See http://knowhow.com/uk/repair-and-protect/protect-premier---tv.aspx?country=uk


Also, did you purchase more 3D glasses? because the TV should come with 4 pairs in the box already, or did the advisor say it comes with 4 pairs, saving £120 or something to that effect. That may simply be because your particular model of TV uses passive (essentially the same glasses that you see in the cinema), the active glasses cost £30 so may simply be a misunderstanding.


Writing letters and sending email will always be slower than either phoning up or going back to the store.

Try this email instead, [EMAIL="LetUsKnow@KnowHow.com"]LetUsKnow@KnowHow.com[/EMAIL] (and you may want to write your letter without the emotional attachment(theres not much but the "will to live" could be better replaced with "Far too long for a relatively straightforward purchase" .)


The TV WEH ("Insurance") does cover accidental and you may be reading the wrong documentation, the rest of the details are more down to incorrect sales information, with some incompetence on the customer advisors part not hitting correct customer offers.

SuperHan

Have you definitely received the £34.99 cable? You should really query this with the store, and it might have been easier if you had done this at point of sale, but they will most likely refund the £5 if you complain in store.

As CoolHot says, WEH does cover accidental damage, so you were correctly informed. Are you reading a section about manufacturers warranty perhaps? You were not missold the WEH, but if you cancel, it will be at no charge to you so no loss there.

There may have been a mistake with the glasses. Normally, active 3D glasses are in the price range you noted, but your TV is passive. It is entirely possible the salesperson was mistaken. Did the additional glasses sway your decision to a more expensive TV?

And yes, you should have been told about the charge on the finance... But that said, there is no incentive for a Dixons salesperson to switch you on to a finance deal instead of cash, so this is probably not an active act of misselling to maximise profits etc, but an accidental omission. It is on the paperwork you sign in store though...


I appreciate that yes, there is a bad customer service element to your story which should rightly be complained about. But I think saying you have been missold is a bit of a stretch...