Curry's won't help with faulty TV

danieledwards4

I do hope someone can help, I'm having a nightmare with Curry's. End of may I brought a new TV, it was £650 and I had it price matched with an offer to bring it down to £500, TV arrived fine and 2 days later it got a fault. I tried to call but 90 minutes on hold and I thought well I can live with needing to turn the TV off at the wall once in a while Oh pal it's been a complete mess... On day 35 of having the TV it dies...3 hours on the phone they refused to replace it, even though it was only 5 days out of the 30 days. So I agree to a repair.

Its then picked upfup repair, due back Tue. Get a message on Sunday to say it's all fine and will be with me Tue morning...

On the Monday get a voicemail saying it can't be repaired and I need to phone them.

2 hours on hold and I give them my email (strangeostrange I brought it online)to be told I will hear back in 72 hours with a voucher to cover the cost of replacing the TV like for like. I explained it was price matched on the phone and he said they need to give me enough to buy the same TV or equivalent.

So 72 hours later, and 10 days has passed with no TV, and my voucher arrived.

£500!!! TV is £650 

I call back (2 hours on hold again) and explain,it's a mistake because I price matched the TV. Lots of apologies and they say they will send me a further £150....... In 72 hours

So 72 hours pass we are now on day 15 no TV, no voucher.

I spend 3 more hours on hold to be told I've been posted an in-store voucher that can't be used online.

They can't stop the voucher either, so it can be made in to an evoucher.

So I now have a £500 e voucher and a £150 store credit that can't be used. online...guess what TV is an online exclusive.

So after 90 minutes they tell me now I have to wait for this voucher, to go in to store, to buy another voucher that can be used online to reorder my TV, yikes,so I agree. 
Almost a week later and still no voucher so I call up to ask what's happening.
Apparently this voucher was never put though and I need to wait a further 72 hours.
Well this morning I get an email saying my TV will not be restocked, so I call up and after a 4 hour call I'm told I can't have a refund I can only get vouchers that I need to wait for, or I can raise a complaint...
Since My TV is no longer supplied if I accept the vouchers, I will have to buy a inferior TV or add money to get a better tv.
During this time I've written a letter, Facebook, email and no response at all.
I'm just going round in circles.
Oh and not to mention if I did get the vouchers today there is absolutely nothing on the Curry's website I can buy that's close let alone slightly worse.

Any suggestions from anyone

shaun_from_Africa

As you paid £500, they only legally have to refund you this amount so they are acting within the law in that respect.
However, if you paid cash when you made the purchase, they have to refund you back in cash and they can't insist on you having vouchers.
It sounds like they didn't give you the option to choose a cash refund and if this is the case, contact them again and let them know that what they did was illegal and you wish for the voucher to be cancelled and a cash refund instead.

CardinalWolsey

shaun_from_Africa said:

As you paid £500, they only legally have to refund you this amount so they are acting within the law in that respect.
However, if you paid cash when you made the purchase, they have to refund you back in cash and they can't insist on you having vouchers.
It sounds like they didn't give you the option to choose a cash refund and if this is the case, contact them again and let them know that what they did was illegal and you wish for the voucher to be cancelled and a cash refund instead.

It doesn't sound like they are refunding though. The retailer can choose to repair or replace after 30 days. It sounds to me like they are choosing to replace, but as they cannot do a direct like for like replacement, have given the customer a voucher so that they can choose the replacement themselves. I know that Currys are usually the worst for service, but the OP has got (albeit indirectly) the original cash value they paid, plus an additional £150 - I'd say that's very generous.

danieledwards4

CardinalWolsey said:

shaun_from_Africa said:

As you paid £500, they only legally have to refund you this amount so they are acting within the law in that respect.
However, if you paid cash when you made the purchase, they have to refund you back in cash and they can't insist on you having vouchers.
It sounds like they didn't give you the option to choose a cash refund and if this is the case, contact them again and let them know that what they did was illegal and you wish for the voucher to be cancelled and a cash refund instead.

It doesn't sound like they are refunding though. The retailer can choose to repair or replace after 30 days. It sounds to me like they are choosing to replace, but as they cannot do a direct like for like replacement, have given the customer a voucher so that they can choose the replacement themselves. I know that Currys are usually the worst for service, but the OP has got (albeit indirectly) the original cash value they paid, plus an additional £150 - I'd say that's very generous.

Yes I agree, I was happy with the £150... Problem is I can't spend it.
1 it's not here,
2 I can't get a TV the same 
3 I was not offered the refund full stop, it was just we are giving you vouchers so you can replace the TV for a like for like... They where his exact words. I said I price matched, he said no issues. it will cover the cost of the same TV.
Had he said it would be the price match value, I would have known from the off and asked for a refund.
Now I have vouchers I can't spend unless I spend more money with them or get a inferior TV.

DoaM

I was sure I responded to this thread yesterday ... about a voucher not being a replacement (which Cardinal was saying). 

🤷‍♂️🤷‍♂️

neilmcl

DoaM said:

I was sure I responded to this thread yesterday ... about a voucher not being a replacement (which Cardinal was saying). 

🤷‍♂️🤷‍♂️

I think you did. It looks like some posts have mysteriously disappeared again.

George_Michael

CardinalWolsey said:

It doesn't sound like they are refunding though. The retailer can choose to repair or replace after 30 days. It sounds to me like they are choosing to replace,

If they were replacing the TV then they would either have to offer the same set that the OP originally purchased or a different one but only with the OP's agreement. As it stands, they have made an attempt at refunding but what they have done does not comply with their legal obligations.