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Carphone Warehouse - ordered in store for collection and phone has not arrived
pedronorizo
Posts: 2 Newbie
Hi,
What did you buy?
SIM free mobile phone, outright purchase, no contract.
When did you buy it?
30th May
Where from? (internet or in store - it DOES make a difference)
In store - Carphone Warehouse
How did you pay? (cash/cheque/debit card/credit card etc)
Debit card
What went wrong?
After looking at a few phones in store I settled on one, however I was then told the phone was not in stock. I paid for the phone (big mistake) and was advised to come back in a day or two for collection. I went back two days later and the phone had not arrived. After some messing around on the system it appears it has gone missing somewhere between the warehouse and the store. I left a contact number with the expectation of a phone call in a few days.
I tried calling the store six days later as the phone is now showing as in stock on their website. There was no answer so I have to go in. Again, no sign of the phone. They have the exact same make and model in stock (literally put it on the desk in front of me!) but say I can't have one of these as it is not the exact one that they have lost. I can't have a refund because they don't offer refunds on in store purchases and they can't exchange without the one that they have lost.
What are the vendors telling you?
As above. No timescale given for resolution. I have contacted CPW customer service who have emailed the warehouse to find out what is going on. I don't feel this is enough at this point in time.
What solution or remedy are you looking for? (Companies may Repair / Refund / Replace)
Either the phone I have ordered or a refund.
I'm finding it really difficult to find any advice online regarding items you have ordered and paid for in store and which the store have lost when ordering in. I assume distance selling regulations do not apply here. Any help would be very much appreciated!
What did you buy?
SIM free mobile phone, outright purchase, no contract.
When did you buy it?
30th May
Where from? (internet or in store - it DOES make a difference)
In store - Carphone Warehouse
How did you pay? (cash/cheque/debit card/credit card etc)
Debit card
What went wrong?
After looking at a few phones in store I settled on one, however I was then told the phone was not in stock. I paid for the phone (big mistake) and was advised to come back in a day or two for collection. I went back two days later and the phone had not arrived. After some messing around on the system it appears it has gone missing somewhere between the warehouse and the store. I left a contact number with the expectation of a phone call in a few days.
I tried calling the store six days later as the phone is now showing as in stock on their website. There was no answer so I have to go in. Again, no sign of the phone. They have the exact same make and model in stock (literally put it on the desk in front of me!) but say I can't have one of these as it is not the exact one that they have lost. I can't have a refund because they don't offer refunds on in store purchases and they can't exchange without the one that they have lost.
What are the vendors telling you?
As above. No timescale given for resolution. I have contacted CPW customer service who have emailed the warehouse to find out what is going on. I don't feel this is enough at this point in time.
What solution or remedy are you looking for? (Companies may Repair / Refund / Replace)
Either the phone I have ordered or a refund.
I'm finding it really difficult to find any advice online regarding items you have ordered and paid for in store and which the store have lost when ordering in. I assume distance selling regulations do not apply here. Any help would be very much appreciated!
0
Comments
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Send them a letter before action.0
-
Andy, thanks. I'm happy to send a letter outlining what has gone wrong, but what action could I take?0
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I would suggest contacting your bank on Monday and explain what has happened and request a chargeback for the payment due to goods not being supplied.
Hopefully they will agree to this and if they do, you should get your money within a couple of days.0 -
Why can't you just cancel the order?0
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AndyMc..... wrote: »Send them a letter before action.
If it was paid by debit card, then a chargeback from the bank is a lot quicker.If it sticks, force it.
If it breaks, well it wasn't working right anyway.0 -
camelot1971 wrote: »Why can't you just cancel the order?
They've explained why in their post...0 -
Something to do with carphone warehouse playing awkward !!!!!! I believecamelot1971 wrote: »Why can't you just cancel the order?0 -
pedronorizo wrote: »Andy, thanks. I'm happy to send a letter outlining what has gone wrong, but what action could I take?
Action for breach of contract. Non-delivery/performance. Under the Consumer Rights Act, goods remain at the sellers risk until they come into the physical possession of you or someone identified by you as being authorised to receive the goods.
Meaning if they have went missing, thats their liability to cover.You keep using that word. I do not think it means what you think it means - Inigo Montoya, The Princess Bride0
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