Mis-sold camera at Currys

pgregory

Looking for some advice on the best course of action regarding a recent (Sunday 27th Jan 2019) purchase of a camera from Currys/PCWorld in Bracknell.

I chose to visit the store rather than purchase online to allow my daughter to interact with the camera before buying. She chose one after some experimentation based on various criteria, one of which was the ability to switch from manual to auto focus via a toggle switch on the lens body. Along with the other myriad controls, she felt that this enabled her to take spur of the moment photos better, without having to trawl through the menu system to alter settings. She chose the Nikon D5300 that was displayed. After some problems with stock availability, typical of PCWorld it seems, managed to get one delivered to store on the following Monday. On returning home, found that the lens supplied is very different to the one on display, in particular, it doesn't have the all important AF/MF switch.

I returned to the store, and they, after some investigation, blamed Nikon for changing the package without telling them, and accept no responsibility for that. They offered me the lens from the display unit, which was clearly damaged, it has a cracked body near the lens cap fitting, so has been mistreated as a display unit, or 10% refund. Clearly the display lens was not acceptable, and the 10% refund would not get me anywhere near purchasing the actual lens that was chosen in shop, and that I believed I was purchasing in good faith.

I have tried avenues with Currys/PCWorld, but they do not want to have anything to do with this, offering no real options to correct for their mistake. I have initiated a formal complaint, after the manager at the store was unable to offer me any solution, but have just found out that this is an internal complaint that will be dealt with behind closed doors, and I won't receive any feedback on the complaint, so it's not actually a complaint that will get me closer to a resolution. They refuse to find any way to provide us with the product we felt we purchased, hiding behind various assertions relating to the items they hold or can order, which don't include the lens that is shown on the camera as a separate item. Despite multiple trips to the store, costing me significant time and petrol, I'm not looking for any compensation here, just to get the camera and lens that I purchased in good faith.

Is there anything anyone can suggest that might get me closer to a satisfactory resolution, my daughter is resigned to the fact that she's not going to get what she chose, but I'd like to find out if there is any way I can correct this, as it feels like misrepresentation, or false advertising to me, and I don't feel that Currys/PCWorld should be allowed to do this without recrimination, just because of their size.

DoaM

Take it back to the store and demand a refund as the goods do not match the description as agreed for the transaction. Get a full refund (to the method of payment, NOT as a gift card).


If the store refuse, contact head office and Currys PCW's social media channels.


If still no joy then send a letter before action (LBA) to Currys to demand a refund. Alternatively you'll source the required lens elsewhere and bill them for the cost of it. (You'd need to return the original lens to them if they request). Failure to resolve the issue will lead to action in the County Court without further notice or recourse.



If they still fail to reach an acceptable resolution with you then raise a small claims action via MCOL.

Fosterdog

Nikon often offer three different packages with their DSLR cameras, one as body only, one with basic kit lens (no AF), and one with a better lens included.

It sounds like they possibly had the display one of the better lens but actually sold you the one with the basic kit lens. Is there anything on the receipt to identify what lens should have been included?

pgregory

The problem isn't actually with the product package, but with the configuration. It seems that Nikon do have various lens options with the D5300 package, and it's entirely possible that they change them from time to time. The receipt is for the package that we got, specific title, "NIKON - D5300 DSLR Camera with DX 18-55 mm f/3.5-5.6G VR Lens, Remote & Batteries". However, the display unit is a different package configuration, "Nikon D5300 Digital SLR with 18-55mm VR II Compact Lens Kit" as listed on Amazon, the VR II lens is the one with the AF/MF button.

I have a photo of the display in Currys, showing clearly that the VR II camera is on display, above a pricing and details ticket that doesn't imply any difference to the lens configuration, however, as a new user, I cannot post the link. My assumption was that the item on display, was the item I was purchasing, but I got the VR lens. It's very confusing, and as far as I can tell, I've done nothing wrong.

I'm annoyed that it might end up having to get a refund, as my daughter has waited a long time for this, and it is entirely Currys fault that this situation has occurred, all I want is for Currys to accept responsibility and find a way to get the lens that we originally bought, with minimum/no impact to us, not that much to ask I would have thought.

photome

the lense you want is twice the price of the one you got,



I suspect the best you can hope for is a refund and that may have to be by the court route if they wont play ball

bris

Problem is it was still bought from the store so the goods should have been checked to make sure it was what you wanted. the box details whats in it, so you are partly to blame.

Fosterdog

So what is the price difference between the VR kit and the VR II kit?

molerat

Looking at the Currys site the only 2 lens options seem to be with or without VR. The Nikon site does not show a current 18-55 lens with the switch but does show the VRII lens as discontinued, likely where the problem lies. As the goods supplied did not conform with the sample displayed you are entitled to a full refund. I see Amazon show the VRII kit as "there is a newer version of this item".

pgregory

They don't list the VR II kit, at least not anymore, so no way of knowing, from Curry's perspective. The original price for the item displayed, whether that was meant to be the VR II or the VR is anyone's guess, depends on if you believe the physical product, or the product code*, was £529, reduced to £399, Amazon list the VR II kit at £599, but then they list the VR kit at £399.

* - funnily enough, when I first went back to complain, the manager found the box for the display item, which was the VR II box, and scanned the code, which she claimed came up as exactly the same item code as on the ticket below the physical display camera, which is also the same product code as on my receipt, but I don't know if that tallies with the item I received, there is no Currys specific product code on the box, just the standard Nikon barcodes.

molerat

Is it a 6 digit code ? Currys show the kit on line as 073977

pgregory

Yes, that's the code on the receipt, and on the ticket below the physical item, and apparently on the box for the display model, but there is no Currys item no. like that on the box I received.