Issue with Currys

Riva1

Hello,

I am having issues with Currys honouring a price match refund that was agreed to be processed back to my bank card after I place the order and a compensation amount for all the issues I have encountered.

Both were agreed and put through according to some advisers, yet they're making excuses not to honour and fulfil the agreed amounts.

I am extremely stressed, feel deceived and I am having to waste further time, money in calls and stress in getting what was promised to me. The managers are useless and not coming on the phone nor calling back despite requests put forward, they're ignoring customers.

I have completely lost trust in Currys and will not be giving them my business again. Please advise me on the consumer rights I have and the next steps.

Thanks.

neilmcl

Well you need to give us some more detail, particularly as to what reasons they have given for no longer wanting to honour the price match?

I'm assuming you purchased something, later saw it cheaper elsewhere and Curry's had initially agreed to refund the difference?

Riva1

neilmcl said:

Well you need to give us some more detail, particularly as to what reasons they have given for no longer wanting to honour the price match?

I'm assuming you purchased something, later saw it cheaper elsewhere and Curry's had initially agreed to refund the difference?

Thanks for your reply.
Actually, Currys agreed to sell the item to me at the offer price it was with them (they took 3 months to refund me my e-gift card that too with literally chasing almost every day). By which time the offer came off. So they agreed to sell it to me at the offer price that I would have paid for it had they refunded me on time instead of taking 3 months to refund me.

Every time I call, they're either denying they agreed that, others saying they shouldn't have agreed it and others saying they've put the refund through along with compensation. The atrocious customer service advisers do not know what's going on and often give out conflicting information or agree then backtrack.

When I chase the money up, some say they've put it through and others say they can't see it or say they can't honour it anymore because it shouldn't have been offered. But it was and it is their responsibility to honour the promise. It was agreed prior to me making the purchase and I even confirmed before making it to double check they will refund me the difference as agreed without a fuss and they reassured me it would be easily done yet I am having so much trouble getting the promise honoured.

Aylesbury_Duck

How much are we talking about for the refund?  And for the compensation?

born_again

Riva1 said:

Hello,

I am having issues with Currys honouring a price match refund that was agreed to be processed back to my bank card after I place the order and a compensation amount for all the issues I have encountered.

Both were agreed and put through according to some advisers, yet they're making excuses not to honour and fulfil the agreed amounts.

I am extremely stressed, feel deceived and I am having to waste further time, money in calls and stress in getting what was promised to me. The managers are useless and not coming on the phone nor calling back despite requests put forward, they're ignoring customers.

I have completely lost trust in Currys and will not be giving them my business again. Please advise me on the consumer rights I have and the next steps.

Thanks.

So to be clear.

Online or Instore?

You bought a item from them, they then later had a offer on it after your purchase (how long) They then agreed to give you the difference between what you paid (pre offer) & the offer price via a e-gift card?

You sure that it is not sat in your junk/spam box?

Why would they refund back to your bank card when you said e-gift card?

Riva1

born_again said:

Riva1 said:

Hello,

I am having issues with Currys honouring a price match refund that was agreed to be processed back to my bank card after I place the order and a compensation amount for all the issues I have encountered.

Both were agreed and put through according to some advisers, yet they're making excuses not to honour and fulfil the agreed amounts.

I am extremely stressed, feel deceived and I am having to waste further time, money in calls and stress in getting what was promised to me. The managers are useless and not coming on the phone nor calling back despite requests put forward, they're ignoring customers.

I have completely lost trust in Currys and will not be giving them my business again. Please advise me on the consumer rights I have and the next steps.

Thanks.

So to be clear.

Online or Instore?

You bought a item from them, they then later had a offer on it after your purchase (how long) They then agreed to give you the difference between what you paid (pre offer) & the offer price via a e-gift card?

You sure that it is not sat in your junk/spam box?

Why would they refund back to your bank card when you said e-gift card?

Yes online.

The e-gift card refund was for another order that I returned. After returning that, they took 3 months to refund me that e-gift card (that required chasing every day) in which time the item I wanted to purchase went up in price due to them taking so long in refunding me the e-gift card that I would have paid the offer price for had they refunded me in time.

So the item came off the offer price and they said pay the full price and they will refund me the difference, which is what was promised. Then I spoke to several advisers there that said they'd processed the refund but had not actually done it. Due to the process not being a smooth one, they agreed to give me compensation for all the inconvenience, hassle and poor customer service.

Yet they have not processed either one one those and trying to deny they were offered in the first place or refusing to honour them after they were already agreed.

Aylesbury_Duck

Riva1 said:

born_again said:

Riva1 said:

Hello,

I am having issues with Currys honouring a price match refund that was agreed to be processed back to my bank card after I place the order and a compensation amount for all the issues I have encountered.

Both were agreed and put through according to some advisers, yet they're making excuses not to honour and fulfil the agreed amounts.

I am extremely stressed, feel deceived and I am having to waste further time, money in calls and stress in getting what was promised to me. The managers are useless and not coming on the phone nor calling back despite requests put forward, they're ignoring customers.

I have completely lost trust in Currys and will not be giving them my business again. Please advise me on the consumer rights I have and the next steps.

Thanks.

So to be clear.

Online or Instore?

You bought a item from them, they then later had a offer on it after your purchase (how long) They then agreed to give you the difference between what you paid (pre offer) & the offer price via a e-gift card?

You sure that it is not sat in your junk/spam box?

Why would they refund back to your bank card when you said e-gift card?

Yes online.

The e-gift card refund was for another order that I returned. After returning that, they took 3 months to refund me that e-gift card (that required chasing every day) in which time the item I wanted to purchase went up in price due to them taking so long in refunding me the e-gift card that I would have paid the offer price for had they refunded me in time.

So the item came off the offer price and they said pay the full price and they will refund me the difference, which is what was promised. Then I spoke to several advisers there that said they'd processed the refund but had not actually done it. Due to the process not being a smooth one, they agreed to give me compensation for all the inconvenience, hassle and poor customer service.

Yet they have not processed either one one those and trying to deny they were offered in the first place or refusing to honour them after they were already agreed.

What have you got in writing for all of this, or is it just a recalled conversation?  How much is the refund in question, and how much did they offer in compensation?  It's relevant because if you want to start threatening small claims action, you need to consider whether it's worth it and whether or not it would be considered too trivial.  A £5 refund on a kettle for example, would be the latter.  A £500 refund on a high-end TV would be the former.

Riva1

Aylesbury_Duck said:

Riva1 said:

born_again said:

Riva1 said:

Hello,

I am having issues with Currys honouring a price match refund that was agreed to be processed back to my bank card after I place the order and a compensation amount for all the issues I have encountered.

Both were agreed and put through according to some advisers, yet they're making excuses not to honour and fulfil the agreed amounts.

I am extremely stressed, feel deceived and I am having to waste further time, money in calls and stress in getting what was promised to me. The managers are useless and not coming on the phone nor calling back despite requests put forward, they're ignoring customers.

I have completely lost trust in Currys and will not be giving them my business again. Please advise me on the consumer rights I have and the next steps.

Thanks.

So to be clear.

Online or Instore?

You bought a item from them, they then later had a offer on it after your purchase (how long) They then agreed to give you the difference between what you paid (pre offer) & the offer price via a e-gift card?

You sure that it is not sat in your junk/spam box?

Why would they refund back to your bank card when you said e-gift card?

Yes online.

The e-gift card refund was for another order that I returned. After returning that, they took 3 months to refund me that e-gift card (that required chasing every day) in which time the item I wanted to purchase went up in price due to them taking so long in refunding me the e-gift card that I would have paid the offer price for had they refunded me in time.

So the item came off the offer price and they said pay the full price and they will refund me the difference, which is what was promised. Then I spoke to several advisers there that said they'd processed the refund but had not actually done it. Due to the process not being a smooth one, they agreed to give me compensation for all the inconvenience, hassle and poor customer service.

Yet they have not processed either one one those and trying to deny they were offered in the first place or refusing to honour them after they were already agreed.

What have you got in writing for all of this, or is it just a recalled conversation?  How much is the refund in question, and how much did they offer in compensation?  It's relevant because if you want to start threatening small claims action, you need to consider whether it's worth it and whether or not it would be considered too trivial.  A £5 refund on a kettle for example, would be the latter.  A £500 refund on a high-end TV would be the former.

Luckily one of the agents sent me an email to confirm the amount £60 in total. The Currys useless advisers usually lie and say they can't send out external emails, but they clearly can; and should. Because they consistently lie, fob people off, say one thing and do another and make promises/agreements they do not fulfil and deny ever happened insinuating the customer is lying.

There are also notes recorded on the system under my order which several advisers have said they can see the forms filled out for the agreed refund. The advisers keep saying the finance team will call me to get the money put back into my account, but they're not calling nor updating me on what's going on. This happened when I was trying to get my e-gift card refund too. They wouldn't put me through to a manager, apparently put so called manager call back requests in but nobody called back. 

It is so stressful, costing me time, energy, money in calls and causing so much inconvenience. I will not be using Currys again. Had I not have had an e-gift card to use or made these promises, I'd not have shopped with them again after they took 3 months to refund me last time.

Aylesbury_Duck

It's not worth getting extremely stressed over £60.  I appreciate it isn't a small sum, but just keep plugging away periodically and see where you get.  You have the email, so I suggest you write to them asking for the money they have promised in that email in 14 days, or you will take further action.  Then put it to one side for a couple of weeks and see what happens.  If they don't respond, you could consider small claims court but only you can decide if it's worth it.  You're already highly stressed by it, and you'll have to weigh up whether it's worth more hassle and stress pursuing small claims action, or whether you're better off leaving a factually honest but damning review and putting it behind you.

Riva1

Aylesbury_Duck said:

It's not worth getting extremely stressed over £60.  I appreciate it isn't a small sum, but just keep plugging away periodically and see where you get.  You have the email, so I suggest you write to them asking for the money they have promised in that email in 14 days, or you will take further action.  Then put it to one side for a couple of weeks and see what happens.  If they don't respond, you could consider small claims court but only you can decide if it's worth it.  You're already highly stressed by it, and you'll have to weigh up whether it's worth more hassle and stress pursuing small claims action, or whether you're better off leaving a factually honest but damning review and putting it behind you.

Aylesbury_Duck said:

It's not worth getting extremely stressed over £60.  I appreciate it isn't a small sum, but just keep plugging away periodically and see where you get.  You have the email, so I suggest you write to them asking for the money they have promised in that email in 14 days, or you will take further action.  Then put it to one side for a couple of weeks and see what happens.  If they don't respond, you could consider small claims court but only you can decide if it's worth it.  You're already highly stressed by it, and you'll have to weigh up whether it's worth more hassle and stress pursuing small claims action, or whether you're better off leaving a factually honest but damning review and putting it behind you.

It is not a small amount of money and is quite a lot for me. It's the principle too that a company would try to cheat, be dishonest and deceive customers. Promise things then not honour them and instead of resolving things, giving the customers the runaround and leaving them to chase what should automatically be done quickly is diabolical. Their customer service is atrocious too with extremely rude and incompetent staff. They do not bother about customers at all.

I might do the email giving them a time to respond. I won't let them get away with it aswell as writing an honest negative review about my experience. I would advise anybody thinking of shopping at Currys not to do so and choose an alternative retailer that values its customers. Thanks for your replies.

Aylesbury_Duck

Riva1 said:

Aylesbury_Duck said:

It's not worth getting extremely stressed over £60.  I appreciate it isn't a small sum, but just keep plugging away periodically and see where you get.  You have the email, so I suggest you write to them asking for the money they have promised in that email in 14 days, or you will take further action.  Then put it to one side for a couple of weeks and see what happens.  If they don't respond, you could consider small claims court but only you can decide if it's worth it.  You're already highly stressed by it, and you'll have to weigh up whether it's worth more hassle and stress pursuing small claims action, or whether you're better off leaving a factually honest but damning review and putting it behind you.

Aylesbury_Duck said:

It's not worth getting extremely stressed over £60.  I appreciate it isn't a small sum, but just keep plugging away periodically and see where you get.  You have the email, so I suggest you write to them asking for the money they have promised in that email in 14 days, or you will take further action.  Then put it to one side for a couple of weeks and see what happens.  If they don't respond, you could consider small claims court but only you can decide if it's worth it.  You're already highly stressed by it, and you'll have to weigh up whether it's worth more hassle and stress pursuing small claims action, or whether you're better off leaving a factually honest but damning review and putting it behind you.

It is not a small amount of money and is quite a lot for me. It's the principle too that a company would try to cheat, be dishonest and deceive customers. Promise things then not honour them and instead of resolving things, giving the customers the runaround and leaving them to chase what should automatically be done quickly is diabolical. Their customer service is atrocious too with extremely rude and incompetent staff. They do not bother about customers at all.

I might do the email giving them a time to respond. I won't let them get away with it aswell as writing an honest negative review about my experience. I would advise anybody thinking of shopping at Currys not to do so and choose an alternative retailer that values its customers. Thanks for your replies.

I suggest writing to them, old fashioned style.  It comes across as much more formal and serious.  Emails are more easily ignored.

I suspect that Currys aren't trying to cheat you, nor are they being deliberately dishonest or deceptive.  It sounds like incompetence.

Principles can be expensive things to pursue.  You've mentioned high levels of stress and lots of wasted time and money on calls.  Is it worth all that to prove a point?  Only you can decide, but if it were me and I was that stressed by it, I'd leave it.