Paid with currys voucher, lost order - won't refund

hero9989

Hi all, I'm hoping somebody can help me.

I bought a £100 currys e-gift voucher through an employee discount scheme.

I spent £99.95 of this online on black friday last month. When I did, the screen came up confirming my order. I thought that would be the last of it.
20 mins later I checked my emails - hadn't received a confirmation - thought it was a bit weird but put it down to the system being busy.
The next day I checked again - still no email - so I called them to find out what was happening with it. They had no record of the order...
(at this point money was already off the voucher and it had and still has 5p remaining on it).

I've phoned them so many times, the first time they seemed helpful - they said that unfortunately the order had failed and the money will be refunded to the voucher within 24 hours - bit annoying but at least I'd get my money back I thought.

24 hours later - the voucher was still at 5p so I rang them back. They said they would try something to 'force' the refund to go through. (this seems to be putting the order through again and refunding again)

Again - nothing - Phoned again and they said they would try to trace the payment and email any results. This was almost 3 weeks ago.

I called them again today and was told that the only order they can find is the second one they placed when they re-cancelled it. and that one is showing that they never received payment.

At this point I'm fuming. I've lost a fair chunk of money and I don't want to just write it off. Where do I stand legally? What can I threaten with? Do I have any chance of getting my money back?

Thanks in advance!

Diamandis

You shouldn't have to threaten with anything here. You paid for something, never got it or your money back. Why they ended the call at that point makes no sense. Phone back and speak to a manager if they don't help. If you have the evoucher details they should be able to see when the funds were removed from this. This is really poor service.

stuartJo1989

Could you not contact the third party who issued the vouchers? They'll surely have a record of it being spent...

Manxman_in_exile

stuartJo1989 wrote: »

Could you not contact the third party who issued the vouchers? They'll surely have a record of it being spent...

Does that work? I'm assuming the employer will have bought the vouchers outright (presumably at a discount?) and then sold them to employees. How would the employer know if they've been used or not?

stuartJo1989

Manxman_in_exile wrote: »

Does that work? I'm assuming the employer will have bought the vouchers outright (presumably at a discount?) and then sold them to employees. How would the employer know if they've been used or not?

Good point. Depends on how it is set up. I was thinking that it may be that the employer refers the employees to a third party website which then provide the vouchers.

arcon5

A third party won't hold details of how it was spent!

Ask to speak to the manager as they should be able to sort it without further action. Sounds like you've just been speaking to every day call centre staff

hero9989

Thanks guys! I asked to speak to a manager but the person said they weren't available... After another 5 minutes arguing that I don't care if you can see the money as being spent - it was spent and I either want the item or money back. They said they would get hold of a manager and call me back. 20 minutes later they rang back and told me to check my voucher. They refunded it. The manager was able to check the system to see where that voucher had been spent and that the order was cancelled but not refunded.

I really don't understand why they couldn't have done that in the other 4-5 phone calls!

But yeah, Thanks for the messages all. Currys was at fault and they sorted it (eventually!) Just cost me several lunch breaks to get it sorted!