Carphone Warehouse - refuse to hand over online purchase.

JohnM5206

Went into store to collect a simfree phone purchased and paid for on Saturday online.
I have the email instructions "take the card used to make the purchase to validate identity".
After going through name address etc, the assistant then picks up a tablet and says "I just have to.......". I stated that I was not interested in anything she had to sell. After an extended exchange I was refused the product which was on the counter and had been paid in full.
I contacted customer services after leaving the store who were very apologetic but refused to override the store and simply stated that this was policy.
"It is compliance", "It is protection for me", "It is protection for the store", "Unless I sign the form they legally cannot sell it to me"...how many excuses can they think up?
Cancelled purchase with customer services and money refunded to card. Absolute waste of time.

fleshandbone

What were they trying to give you?

System

They were possibly going to validate your card , where i work click + collect customers have to put their card into the pdq and put their pin in , its to stop peeople using stolen cards .

Bogalot

What form did you refuse to sign?

System

A bit more about collecting your order

How do I collect my order?

Just pop into the Carphone Warehouse, Currys or PC World store, you selected. Please make sure you have with you:

• Your order details
• The card you used to pay (we need this to make a £1 payment to confirm your identity before we can give you your goods. Therefore, please make sure your account balance is more than £1)
• If you signed up to a pay monthly phone contract you may have to sign your contract before your phone is connected - ask if you're not sure.

fleshandbone

The lack of response from the OP clearly shows they were being difficult and unreasonable.

DoaM

To be fair, not everyone lives at this site. OP posted 2 hours ago (on his lunch break?) so may not see this thread again until tonight.

Jon_01

Seems the op would rather have an 'extended exchange' than allow the sales persons to do what the store policy says they have too.

Clearly the op's right, but seems a bit childish.

Lokolo

Er I had to collect an online order from them about 3 weeks ago, all I had to do was put my card in the machine and enter my pin to confirm. Then I left with my purchase.

nkkingston

Sounds like the store thought it was a contract phone, rather than sim free, if they were trying to get OP to sign the contract.

spud17

I'm not doubting the OP.
2 or 3 years back I went into a local CPW, as soon as I entered the store the saleswoman thrust a tablet into my hand.
"Put your details in here".
I explained that I just wanted to browse and perhaps ask a question.
"Not until you enter your details".
I walked out.