Currys PC World

PoppetPaul

I purchased a Camera from Currys PC World and at the time it advertised a 'Price Match Promise' up to 7 days after purchase. The January Sales began just after and it was cheaper at numerous outlets. I submitted two claims, but both were rejected, even though they both met the criteria of the advertised T&Cs. They then changed their T&Cs. Because they waited before informing me about the second rejection, I was by then outside the 7 day claim period anyway. I complained to the Company, but I've heard nothing. I raised a complaint through Resolver, which they haven't responded to either.

Have Currys PC World broken any laws by doing this?

I am unable to find an Ombudsman that covers the Company. Are they a member of one?

Any other advice?

JJ_Egan

It depends upon the T&C and why the claim was rejected .

Post actual. details .

IvanOpinion

You need to provide more information, but many companies do not match 'sale' prices.
Obviously they usually only match prices with places that actually have stock.

unholyangel

The only change to their price match promise terms between 13th December and 2nd Jan (that I can see) is that they've removed:

Unfortunately, we are unable to price match products that are advertised as ‘Online Only'

But I don't see how that could be relevant, since it's removing a restriction. 

JJ_Egan

I thought that was always part of their price match t&c from years back .

But we do not know the details of the OPs claim .

PoppetPaul

My apologies to you all. I wasn't aware that I'd received a reply. Been very busy Babysitting all week.

I have attached the two versions  of their T&Cs below, which I think are quite clear. The second version, which inserted a new clause 4, which I see as a 'cover all, get out clause', was added during out conversation. Is that legal?

My first claim was declined on the basis that they weren't a UK Company and when I checked they weren't, their main office was in Holland, but they had UK .co.uk website, a UK office and UK phone number. I still think that met their printed T&Cs criteria, but I gave them the benefit of the doubt.

The second claim was declined on two grounds; Firstly the website didn't display a VAT number on the website. Now I don't see that covered in their T&Cs and I've gone back over a few websites I've ordered from recently and the same has been true for half of them, but it hasn't prevented them supplying their goods within a couple of days. The second reason for declining is that they couldn't check their stock level. The only way I am aware of to check stock level, is to put the item in your basket and go to the payment page. If it tells me it's not in stock then, I know. That, I would suspect,  is the same  for Currys?

My  other issue was that they held off replying to my second claim until the 7th January, by which time they'd had the opportunity to add cause 4, and by which time I was out of time to submit a further claim, which I see as rather deceitful and unfair.   

Anyway, these are the two sets of  T&Cs and I promise I will monitor the site daily from now on.

Thanks,

Paul.

Price Promise terms and conditions

1. We'll match against any other UK retailer store or website price including offer-code discounts

2. We'll match the prices of any products (not delivery, installation charges, product protection plans or other services) offered on identical terms and where we can check the price and stock position

3. Our competitor's product must be the same model number as ours

4. Both us and the competitor must have the product in stock and ready for delivery

5. We do not match competitor's ink prices, trade, membership & 3rd party marketplace sellers

6. PS5 and Xbox Series XIS Pre Orders are excluded from the price match

1. We'll match against any other UK retailer store or website price including offer-code discounts

2. We'll match the prices of any products (not delivery, installation charges, product protection plans or other services) offered on identical terms and where we can check the price and stock position

3. Our competitor's product must be the same model number as ours

4. Unfortunately, we are unable to price match products that are advertised as ‘Online Only'

5. Both us and the competitor must have the product in stock and ready for delivery

6. We do not match competitor's ink prices, trade, membership & 3rd party marketplace sellers

7. PS5 and Xbox Series XIS Pre Orders are excluded from the price match

PoppetPaul

Sorry.

Also, Currys don't appear to have any form of Complaint System, well they've never got back to me, anyway.

And they don't appear to be affiliated to any Ombudsman.

Should they have, or be?

Thanks again.

IvanOpinion

The online clause has been about for quite a while.  Pure conjecture here, is it possible that the first set of T&C apply if you buy online and the second when you buy in store (hence the addition of the online clause)?  Did you buy online or in store?

Keep trying and see if you can get any form of gesture from them, however live in the knowledge that you were happy to pay the price advertised on the day. 

arthurfowler

I think Price Promises are, on the whole, a bit rubbish. One retailer said to me they wouldn't price match because in their terms and conditions it says they can reject a claim if it means they will make a loss on the product. Ironically, that product was also this price a couple of months ago with that retailer (Appliances Direct). 

With yours, the 'in-stock and ready to ship' is a legitimate reason for rejecting a claim, but yes, they can also just reject claims which are valid, with no recourse. 

Have you mentioned which retailers they are? I can't see it anywhere. 

There are many who sell imported cameras, don't have stock available as they ship from the EU/Hong Kong first etc. So that may be one of the reasons. 

PoppetPaul

IvanOpinion said:

The online clause has been about for quite a while.  Pure conjecture here, is it possible that the first set of T&C apply if you buy online and the second when you buy in store (hence the addition of the online clause)?  Did you buy online or in store?

Keep trying and see if you can get any form of gesture from them, however live in the knowledge that you were happy to pay the price advertised on the day. 

No, they were from the same place on the same site. Because of Covid, all purchases are currently online.

Curry's Price Promise is dealt with by 'shopliveadmin',who it appears are a Company employed to bounce claims back.

I've been trying constantly, via Resolver, their Facebook page. They seem to know they're immune, because they haven't got a Complaints procedure and are not a part of ANY overseeing body or Ombudsman. They seem to be able to do whatever they like.

PoppetPaul

arthurfowler said:

I think Price Promises are, on the whole, a bit rubbish. One retailer said to me they wouldn't price match because in their terms and conditions it says they can reject a claim if it means they will make a loss on the product. Ironically, that product was also this price a couple of months ago with that retailer (Appliances Direct). 

With yours, the 'in-stock and ready to ship' is a legitimate reason for rejecting a claim, but yes, they can also just reject claims which are valid, with no recourse. 

Have you mentioned which retailers they are? I can't see it anywhere. 

There are many who sell imported cameras, don't have stock available as they ship from the EU/Hong Kong first etc. So that may be one of the reasons. 

In this case, yes, they seem to be very rubbish.

The two Companies I put forward were "Photospecialist" and "NextDayCamera", but they were two websites out of 15+ that had it cheaper. It was only because the 7 day period had ended, I wasn't able to put forward any more.

I think what you're both telling me, is put it down to experience, Currys PC World are crooked, which it something I'd already gleaned from the enquiries I'd made up to now. I'm not giving up though. I'm sure what they're doing is illegal.

Thanks to you both anyway.