Refund Took Over 14 Days

Mikeinho

Placed an order online (paid upfront) for same day in-store collection from Currys PC World. Arrived at the store only to find out the retailer did not have the item in stock. Completed retailer's online cancellation form same day and received a reference and a note to say it could take up to 14 days to refund. 

No refund after 14 days. Spent a long time on the phone and by email, and eventually received a refund after waiting almost a month. All in, spent about 3 hours trying to get my money back, plus a wasted journey to collect an item that wasn't in stock. 

Raised issues as a complaint, but retailer doesn't seem too bothered about their failings and won't offer any compensation for wasting my time and energy. They don't have a complaints process, so I've asked for a deadlock letter. 

Can anyone advise, as the refund took over the legal requirement of 14 days maximum, which ombudsman do I contact?

Many thanks. 

TELLIT01

In case it's escaped your notice, companies are still being affected by Covid absence.  Get on with life.  Even if you do find an ombudsman to complain to it would probably take years to get a result.

mattyprice4004

It's rubbish, but it happens. Move on and just don't use them again. 
You're wasting yet more energy on an issue that you're going to get nothing from - as for complaining the refund took over the 14 days you need to switch on the news and learn about the pandemic that's still very much going on. 

Mikeinho

I should add, the refund delay wasn't related to current trading conditions. It was a failure in their systems and procedures on the refund side of things. Had I not chased this up with them to the extent I did, I would never have received a refund, as it was stuck in a system loop.

They haven't amended this system issue, so it could still happen to any customer seeking a refund. As I see it, my actions help all potential customers who might fall victim to this systemic error. 

It's entirely possible that this issue has happened before and was a known issue to them before my transaction. We can't rely on them being honest about this, but we can make this a problem for them to the extent that they cannot ignore their failings. 

With regard to replies above, the bigger picture is: why right into law the 14 day refund rule if consumers can't take action against companies who don't work within this legal framework? Quitters never win, and companies like this bank on frustrating complaints to the point of weariness on the complainant's part. The only way you break the deadlock is to hold those responsible to account. 

So, does anyone know which regulatory body or arbitration organisation would take this forward? 

user1977

Mikeinho said:

So, does anyone know which regulatory body or arbitration organisation would take this forward? 

None. Your legal right is to get the refund.

sparklep0ny

Mikeinho said:

I should add, the refund delay wasn't related to current trading conditions. It was a failure in their systems and procedures on the refund side of things. Had I not chased this up with them to the extent I did, I would never have received a refund, as it was stuck in a system loop.

They haven't amended this system issue, so it could still happen to any customer seeking a refund. As I see it, my actions help all potential customers who might fall victim to this systemic error. 

It's entirely possible that this issue has happened before and was a known issue to them before my transaction. We can't rely on them being honest about this, but we can make this a problem for them to the extent that they cannot ignore their failings. 

With regard to replies above, the bigger picture is: why right into law the 14 day refund rule if consumers can't take action against companies who don't work within this legal framework? Quitters never win, and companies like this bank on frustrating complaints to the point of weariness on the complainant's part. The only way you break the deadlock is to hold those responsible to account. 

So, does anyone know which regulatory body or arbitration organisation would take this forward? 

You can take action, take them to court.

You'll be looked down upon by the judge for wasting their time with such a trivial complaint, but that's your route to "do the right thing."

I don't honestly believe that this is about you "sticking up for other customers" for what it's worth.  Sounds like an attempt to get a payout with minimal effort via an ombudsman.

Mikeinho

Still, the question exists. Where companies act outside the legal framework, is a court the only recourse to check compliance have been doing there job? Thankfully, it is not, otherwise the courts would be full all the time with individual cases. 

It's solely about corporate responsibility at this point. Big retailers either have compliance departments, or outsource. It's their job to know the law/regulations, and ensure it is not in breech of the law/regs.

I appreciate I am not automatically due compensation or even a gesture of goodwill. However, if the company is forced to act on their failings, then it benefits all future transactions of this nature. It even benefits the company themselves, as they end up with fewer cases requiring manual intervention. Less failings means less complaints, means less hours spent investigating compliance. It really is that simple. 

Other companies can get it right, so why can't the Dixons Group? Seems to me like they're shooting themselves in the foot not taking responsibility for an issue only they created and can fix. 

I've done some digging elsewhere, and it appears there is an body who can help. 

This was posted under "Consumer Rights", so to answer my own question, we do have rights if breeches of this nature are identified. 

sparklep0ny

Mikeinho said:

Still, the question exists. Where companies act outside the legal framework, is a court the only recourse to check compliance have been doing there job? Thankfully, it is not, otherwise the courts would be full all the time with individual cases. 

It's solely about corporate responsibility at this point. Big retailers either have compliance departments, or outsource. It's their job to know the law/regulations, and ensure it is not in breech of the law/regs.

I appreciate I am not automatically due compensation or even a gesture of goodwill. However, if the company is forced to act on their failings, then it benefits all future transactions of this nature. It even benefits the company themselves, as they end up with fewer cases requiring manual intervention. Less failings means less complaints, means less hours spent investigating compliance. It really is that simple. 

Other companies can get it right, so why can't the Dixons Group? Seems to me like they're shooting themselves in the foot not taking responsibility for an issue only they created and can fix. 

I've done some digging elsewhere, and it appears there is an body who can help. 

This was posted under "Consumer Rights", so to answer my own question, we do have rights if breeches of this nature are identified. 

Again, your rights under law are exercised through the courts.  Ombudsmen are not that, and most have no enforcement powers.

Yiu obviously have a bit too much time on your hands if you're contemplating spending any more time in this issue.

Let me clarify things for you.  Currys don't care, their business model factors in costs from people not being happy and suing them.  Look at Google or Facebook, fined millions or billions and they keep on trucking.  They know that the cost of any fines is less than the money they'll make by breaking the law.

Mikeinho

Yes, you can also look up what compliance means and it will explain everything you need to know about risk management within a corporate structure.

DB1904

Mikeinho said:

Yes, you can also look up what compliance means and it will explain everything you need to know about risk management within a corporate structure.

So your actual loss is a small amount of fuel to drive to their store. I hardly think a small claims court will entertain you.  

TELLIT01

DB1904 said:

Mikeinho said:

Yes, you can also look up what compliance means and it will explain everything you need to know about risk management within a corporate structure.

So your actual loss is a small amount of fuel to drive to their store. I hardly think a small claims court will entertain you.  

Your are wasting your time trying to get through on this one.  They want their 'rights'!