Carphone Wearhouse refund

Dsmithchez

So I bought an item with Carphone Wearhouse and it developed a fault. They did an exchange but the exact same fault occurred. They then Sid they will refund me for the item. As I paid by cash I assumed I would be refunded that way but they insisted the only way to refund me will be on a debit card. I'm now being told I have to wait 5 working days for a refund. Am I correct in saying it should be refunded via the same payment method?

unholyangel

Dsmithchez wrote: »

So I bought an item with Carphone Wearhouse and it developed a fault. They did an exchange but the exact same fault occurred. They then Sid they will refund me for the item. As I paid by cash I assumed I would be refunded that way but they insisted the only way to refund me will be on a debit card. I'm now being told I have to wait 5 working days for a refund. Am I correct in saying it should be refunded via the same payment method?

From consumer rights act:

(16)If the consumer paid money under the contract, the trader must give the refund using the same means of payment as the consumer used, unless the consumer expressly agrees otherwise.

The accompanying explanatory notes adds:

Subsection (16) provides that, where the consumer paid money under the contract, the refund must be given in the same form as the original payment unless the consumer agrees otherwise. For example, a consumer who paid cash should receive cash rather than, say, a cheque unless they agree to this.

Dsmithchez

They are still saying it's their policy to pay a refund by card as they do not refund by cash under any circumstances.

LadyDee

By the time you find your way to the correct level of management to agree to repay you cash you will probably have received payment into your a/c. Is it really worth it so long as you receive your refund?

unholyangel

Dsmithchez wrote: »

They are still saying it's their policy to pay a refund by card as they do not refund by cash under any circumstances.

While their policy cannot overrule statute and misleading a consumer about their rights can see them guilty of a criminal offence.....if you've already agreed they can refund it to debit card then its maybe only worth a quick complaint to trading standards (via citizens advice if your local office is one of the ones who don't take complaints direct from the public anymore).

You could also contact head office and complain via them and see if you get a different answer. They're supposed to train their staff in consumer rights laws but they don't. They only train them in "company police" therefore their employees only know how to apply company policy.