HP UK Store Help

donnac2558

I am sorry, but this is long and complicated.

My old laptop died on Xmas Day and because of lockdown etc very difficult to get them.   My old laptop was a Compaq which is HP, so I HP phoned on the 29th December and over the phone bought a new one which I was assured in stock.   This turned out to be wrong and various emails sent telling me it has been shipped only  to receive emails saying sorry not in stock due to supply up until the 28th Jan the next due date was the 8th Feb for it to arrive in stock.  I cancelled my order and because of the hassle was given a Goodwill Gesture of £50, I phoned and ordered a different laptop which arrived the next day with me.  HP then said no the £50 Goodwill Gesture which they now called a refund did not apply to my new laptop.  I appealed that, and they said yes they would give the £50 refund as they now called it.

Happy with new laptop all is well, I phoned and asked about my Goodwill/Refund £50?    They replied it would be with me shortly.   Various emails have gone back and forth but unfortunately trying to get the same person to reply never happens. I kept getting emails from HP with invoices which made no sense as they just showed the original purchase of £499.49. On the 20th Feb I received £9.58 refunded into my bank account!  I phoned CS yet again and said actually I am due £50 but only received £9.58, all very sorry, and they will issue the £40.42 remaining of the £50 due to me.

I then suddenly got an email from Parcelforce stating they would be collecting the new laptop on behalf of HP!  I phoned HP and the CS had nothing on her screen about this and told me to just tell the Parcelforce person it was an error and nothing to collect.  Assured by same CS my £40.42 had been issued to me and yes emails telling me with my bank in 5-8 days.

Then, I start getting emails from Lucy asking me to return the £499.99 as there had been an error, and they had refunded  me the full amount instead of the £40.42!  I asked why did they have to refund the £499.49 to me when I was only due £40.42 Goodwill/refund. I was told this is the way their system works? They had to send the full £499.49 to me!  Over the next few weeks I checked my online banking waiting for the £499.49.  Nothing arrived.  I contacted my bank Santander and asked if they could check to see if any funds on the way from HP?    The man I spoke to was confused why HP had to return the full amount for a simple £40.42 return?   I had no idea?  He told me what to ask HP, ARN, Date Sent, was it BACS or Faster?   Email from HP saying they made an error and the money had not actually been sent to me at all.   Two weeks ago the amount of £489.91 arrived in my account from HP.    If you count the £9.58 refund that made the £499.49 original cost of the laptop.  I emailed Lucy who had been emailing me and made them for her attention, asking how to return the £489.91? 

On Tuesday another email from HP saying my £40.42 would be in my bank account in 5 days.

I am waiting for HP to tell me how to send the £489.91 back to them.  I asked in emails could I return £449.49 to them and that would be the amount after I deduced the £40.42 still due of my Goodwill/Refund?   No reply.    So I emailed again and got James and not Lucy asking how to return their money?  Yesterday late afternoon an email telling me to phone sales, and they will do it.   I phoned HP spoke to sales as they had no idea how to do this as it was a completed order?

I am passed to After Sales and tried to explain the whole sorry mess caused by HP, she did say she was going to go through all the emails sent to me, but I should have an email with details how to refund the £499.49 to them.  I said sorry no,  you sent £489.91 to me, I had a refund of £9.58 back in Feb which was part of the £50 I was due which meant I was still due £40.42.   I was told I would only get the £40.42 when I returned the £499.49 to them.  But I have an email stating my refund is processed and on its way to me?    At that point I was cut off, or she hung up not sure?

I decided to take matters into my own hands and phoned my bank asking how to return the £489.91 to HP, I explained the whole thing and the man I spoke to could not believe how HP has messed up so much.   A simple £50 Goodwill/Refund just send invoice and money to me.  The whole having to return the full amount of the laptop was I sure I was actually dealing with HP, and it was not fraud?   Well, I have a laptop.   Looking at my original invoice I had the bank details for HP, which turned out to be international and if I returned would incur a fee for me to pay. That was not happening.

I have been lied to by HP, numerous emails telling me my simple Goodwill Gesture had been sorted when it wasn't. Meanwhile, I have £489.91 of their money sitting in my bank account which I have tried to return to them.

Can anyone please give me help and or inform me on how to sort this whole incompetent  on their part mess out with HP?   I am at the point of thinking the whole HP UK are a pack of morons and cannot do something simple as give £50 refund to me.  Now £40.42.

I want my £40.42

I want to get their £489.91 back to them.

Does anyone even know the email for the CEO of HP Store UK?

neilmcl

I would do nothing at this stage. If they want their money back then they need to take it themselves by reversing the transaction or give you an idea how to return it yourself, until they do this then there's nothing you can do. The ball's in their court, so to speak.