Currys sold me an old hoover in a new box 27 February at 1:20AM in England 5 replies 220 views

helphoover

Hi all, I'm very new to these forums so I hope I'm posting in the right place. 

My problem is this. I bought a vacuum cleaner this lunchtime from a Currys in London. With one thing and another I didn't open the box until about an hour ago (11pm). When I opened it, utter confusion - there is an old, used hoover in the box I bought. 

I called the Currys customer service phone number straight away but of course they're closed (fair enough, it was a long shot hoping to get through to them at this time). I've also emailed them explaining the situation asking that a customer services supervisor calls me urgently (i.e. tomorrow morning) but I expect I'll have to call back first thing. 

So, where do I stand with this? I know it's daft but I'm in absolute bits here because realistically, if they wanted to say that I picked up a crappy old hoover somewhere and stuffed it in the box, I'm not sure I could prove it's their mistake. I'm just hoping and praying that there's good CCTV in the storeroom or shop floor that clears everything up. I'm not proud to say that a few tears have been shed (it's been a long day!)

Has anyone here ever had anything like this happen? How can I sort it out? If Currys dig their heels in I can't afford to get a solicitor. If it comes to it I'd consider reporting it as theft (or possibly fraud?) but that seems extreme and I'm hoping this is just an honest mistake. Does anyone know if Currys do trade-ins? I can see a slip up happening that way. 

I hope no one thinks I'm being silly or overdramatic, but I'm in a real panic here. As such, all and any help is gratefully received. 

Thank you! 

zx81

I think you need to take some deep breaths, calm down and wait until you've spoken to them.

At the moment, you're creating end of world scenarios that don't exist.  Theft, fraud, courtroom battles - it's all the stuff of fantasy.

Save your energy for solving any much more minor problems which may actually happen.

Come back once you've spoken to them.

helphoover

What a kind and helpful reply, thank you.

I spoke to them first thing. Apparently I have to lug it back to the retail park (at my expense) and let the store manager decide what to do. That doesn't sound right to me so I'm waiting for a customer service supervisor to call back. 

Like I said in my original post, nothing like this has happened to me before so I don't know what the process is. If the manager decides he can't help me -- which my lovely lady on the Curry's helpline indicated is a possibility -- then I may well have to get some proper advice. Or in other words, speak to a solicitor. I'm sorry this prospect is offensive to you. I wouldn't be happy about it either, which is why I had hoped to find some help here

I'd love to live the kind of life where losing £200 isn't something to worry about! That's a lot of money to me and I'm sure many others too. You should count yourself very lucky indeed! 

Thanks again for taking the time to write such a thoughtful response. 

Hasbeen

helphoover said:

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 Apparently I have to lug it back to the retail park (at my expense) and let the store manager decide what to do. That doesn't sound right to me so I'm waiting for a customer service supervisor to call back. 

 then I may well have to get some proper advice. Or in other words, speak to a solicitor. I'm sorry this prospect is offensive to you. I wouldn't be happy about it either, which is why I had hoped to find some help here

If that had happened to me I would have taken it back at lunchtime again and spoke in person to the manager to get the problem solved. After all it is £200 to worry about loosing?

You did after all "lug" it from the retail park at lunchtime? Speaking in person is better than speaking to an anonymous customer service rep.

I would think that some low life has originally purchased hoover for cash swopped it over putting old in box and returned for refund? Was box sealed correctly when you purchased?

Sorry you could not find proper advice here. Hope you can come back with outcome.

helphoover

Hey,
I will be taking it back but to do so today would have been totally impossible unfortunately. What's annoying is that I'll have to pay for a couple of cabs there and back -- I've got no problem doing that to take home a bulky, heavy purchase obviously, but not when I'm doing the legwork to rectify someone else's mistake, negligence or dishonesty. But it's an annoyance that pales compared to the abject shock of finding what some dirty beggar has done with their junk. Like you say, low lives.

The security seal is still intact, even now. I opened it from the bottom of the box because I saw the sellotape was loose and I wanted to check the polystyrene wasn't damaged. I had actually asked to see inside the box instore because I wanted to check what accessories it came with. The sales guy was adamant that I absolutely definitely no way no how could not do that. It seemed totally reasonable at the time but now I wonder if that's significant. 

Thanks for your response. I'll keep you posted. Fingers crossed! 

zx81

helphoover said:

Thanks again for taking the time to write such a thoughtful response. 

No problem. I know it can sometimes be difficult to see things clearly when you're upset.  I hope it works out well for you.

Let us know the outcome.