Currys PC World - Refund Issue, Still Waiting Despite Numerous Promises!

itsrobjm

Hey Guys,
I really hope someone can give me some advice on what is the best course of action. I'll try and make this as brief as possible.
I purchased a Samsung Active2 Smartwatch from Currys PC World with their YourPlan scheme (powered by Creation Finance) on the 22nd of May 2020 for £294.00. The watch was okay at first but within a relatively short amount of time it developed Bluetooth connectivity issues and it went into Currys on two separate occasions for repair, both times to no avail. After speaking to a manager on the phone Currys finally agreed for me to return the watch for a full refund as it wasn't fit for purpose.
The watch was sent back via DPD which Currys arranged and I just had to await my refund ... or so I thought.
The watch went back over a month ago and Currys have no grievance with this, they acknowledge they've had the watch back, although they couldn't really dispute this fact as I have proof of postage, yet I still have no refund despite numerous (and I mean numerous) phone calls, emails and webchats.
They literally keep fobbing me off saying it'll be credited within a week, then it was two weeks, then oh sorry it has to be put through manually and still nothing and I feel like I'm being told anything to just get me off the phone. From looking at reviews on TrustPilot and Facebook it seems this is a relatively common problem.
What is my best course of action... I've contacted Citizens Advice Bureau who told me to make a formal complaint with Currys (which I've done) - but this doesn't seem to have achieved anything.
The bank said they will get back the £144.00 I paid upfront with my debit card but the amounts I've paid via direct debit they can't do anything about and I'm worried about going down this route as I was told by Creation that if I cancel the direct debit it will show as missed payments on my credit file.... so right now I'm paying a direct debit for a watch I don't even have anymore ...
Small claims court is my other option but this seems a heavy handed approach, does anyone have any suggestions?
Many Thanks!
Rob

Aylesbury_Duck

Letter before action with the threat of small claims court.  As long as you're prepared to see it through if they still ignore you.

Currys seem to be in a right mess.  There seem to be more and more threads about them recently.  

itsrobjm

Thank you, this does seem the most logical way forward then.
Quick question, nothing I can do with regards to Creation as in as it's on finance, section 75 wouldn't cover it?

Were_Doomed

Section 75 would seem to be an option. Try raising a claim (making clear it is a section 75 claim not a chargeback).

itsrobjm

I have sent a letter before action today giving them 14 days before I start small claims proceedings.

itsrobjm

Got my refund this morning, amazing what happens when you threaten court action. Thanks for the help guys!

Were_Doomed

Did you email it? (A posted letter will not have been received yet let alone opened and considered. This suggests that it might be a happy coincidence).

itsrobjm

Yes sorry meant to say I emailed and posted!

minty777

itsrobjm said:

Got my refund this morning, amazing what happens when you threaten court action. Thanks for the help guys!

How was your refund paid? 

TashPot

Could someone please point me to the correct type of Letter before action template to use for a unissued write off voucher. I've been fighting for weeks for my parents who dont have a functioning washing machine at the moment. Promised the voucher several times but are now being ignored entirely. 

thank you

IvanOpinion

Others may disagree but I would suggest this one.