Currys - redeemed gift card

Jakub1708

The summary of the story is, Currys have issued me with a refund and sent out a gift card of the item value (around £250). Even though i've informed their customer service agent on the phone that I have changed my address since making that purchase they have sent the gift card to my old address anyway.
The gift card got redeemed by someone else who lives at the old flat, and now Currys won't give me my money back despite it being their fault - lack of attention to detail and appropriate security measures.

Since 22nd February I've been dealing with their gift card team, who are by the way very slow to respond and take about 5 days each time.
Today they have sent me this:
"I have received a response from the team, confirming that after investigation, the original Gift Card issued has been redeemed. As such, we are unable to issue a replacement."

Do you guys have any advice?
The person on the phone initially has assured me that the gift card will be sent to a new address.

Thanks,
J

agrinnall

Letter Before Action, Small Claim on Moneyclaim Online.


Although a mail redirection would have prevented the issue in the first place.

Geodark

This could come down to when you told them that you had changed address. Was it after the card had been posted? or was it at the point you initially asked for the refund?

DoaM

And why did you accept the gift card? Could you not have insisted on a refund to the original payment method?

Les79

DoaM wrote: »

And why did you accept the gift card? Could you not have insisted on a refund to the original payment method?

Gift card could have been the original payment method, or it could have been outside of the returns period (goodwill gesture).


If neither are applicable then I, too, would like to know the answer


OP, you could always consider asking for a transcript (and mp3 recording) of the phone call. I think it falls under what you can ask for under a Subject Access Request and if so it should be free for you (as long as you are specific in times and mobile number and account info etc). That way you will have proof of whoever is liable here, which will serve you well if you do take them to court (MCOL). Normally, it will simply crap them up if they are liable and they'll sort it out for you.