Returning an oven to Currys after installation

oracle37

I've been having a bit of an issue with an oven that I'm trying to exchange with Currys, and I just wondered where I stand please.

I ordered an oven online from Currys (Zanussi ZOD35802XK) on 20th September, and it was delivered/installed on 24th September. I let the installers do their thing and only checked it after they'd left, at which point I realised how small the interior is. The Currys site/app states the capacity of the main oven is 68L but the usable capacity is only 61L for some reason, which is quite a big difference. 

I contacted Currys via phone on 25/09 (a day after installation) to see if it was even possible to exchange/return an oven that's been installed. I was advised that yes it was possible, but only for an item of the same value or less as they were unable to process payment for a more expensive model, and that a refund would take 5-7 days after they'd collected the model, as I paid via a Gift Card. It seemed strange that I wasn't able to pay more for a more expensive model

I went away to research models and eventually found a more expensive model I was happy with, so filled out the online returns form on the Curry's website. From what I can remember collection was arranged for 05/10. Between the collection being arranged and 05/10 I visited a store and found a cheaper model, which would be beneficial as I wouldn't then need to wait 5-7 days for a refund before I could make a new purchase. I contacted Curry's on the phone on 02/10 and tried to amend the Return to an Exchange, but was advised they'd need to refer it to another team and I'd need to wait for a callback. I rearranged collection for Friday 8th October to allow the team time to contact me.

Since then I've been trying to chase up Curry's via their Webchat service and got nowhere. I've tried to send a transcription of the chat each time, but unfortunately it's never worked. Each time I've been told it's been referred to another team and I'd need to either chase them up again or await a response from a different team. I've spoken to their Webchat team on 19/10, 20/10 and 22/10 and each time been told to wait 24-48 or in some cases 72hrs for someone to get back to me.

I reached out to their Twitter team on 18/10 after getting nowhere with their Webchat team. I had a response on 22/10 and was initially told that because the item was outside of the returns period an exchange or refund couldn't be offered. I queried this as the delay had been from Curry's, and was then told that because the item is installed and not faulty, they wouldn't be able to process an exchange or refund. This contradicts the information that I'd been told for the past month on the phone and via Webchat, as each time I've confirmed the oven has been installed but not used.

Obviously I'm partially at fault here as I should've checked the specifications prior to ordering and checked the oven prior to installation (lesson learned), but I just wanted to see where I stand. I've been advised that I should have 14 calendar days to notify the company I'd like to return the item (which I've done) under the Consumer Contracts Regulations. The Curry's T&Cs state "the goods must be returned as new and in their original packaging", which isn't possible for an oven that's also being installed by the company, as far as I'm aware?

Alderbank

oracle37 said:

 The Curry's T&Cs state "the goods must be returned as new and in their original packaging", which isn't possible for an oven that's also being installed by the company, as far as I'm aware?

Curry's T&Cs actually say (my bold)  "You can examine the goods as you would in a shop but to obtain a full refund you must not start using them or install them."

This is fair and in accordance with the regulations. There might be room for debate over what the deduction should be. Presumably Currys will sell it as refurb on their eBay site. Typical reductions there are about 25%

You paid £90 for installation of that oven which is now completed and I am sure you expect to pay separately for installation of its replacement.

Retail software is often surprisingly old and clunky. You have probably confused it by switching from refund to replacement mid-stream so it might have been better to let the refund go through first then re-order.

oracle37

Alderbank said:

oracle37 said:

 The Curry's T&Cs state "the goods must be returned as new and in their original packaging", which isn't possible for an oven that's also being installed by the company, as far as I'm aware?

Curry's T&Cs actually say (my bold)  "You can examine the goods as you would in a shop but to obtain a full refund you must not start using them or install them."

This is fair and in accordance with the regulations. There might be room for debate over what the deduction should be. Presumably Currys will sell it as refurb on their eBay site. Typical reductions there are about 25%

You paid £90 for installation of that oven which is now completed and I am sure you expect to pay separately for installation of its replacement.

Retail software is often surprisingly old and clunky. You have probably confused it by switching from refund to replacement mid-stream so it might have been better to let the refund go through first then re-order.

Aah, I see that now - thanks. I think the page I was on must've been a heavily abridged version of their T&Cs. Looking again it's more like an overview than their T&Cs.

Each person I speak to at Currys seems to give me different information too. It's strange how the initial return was able to be processed, then someone attempted to change it to an exchange (I hear you about the software by the way, I think that's definitely added more complications) and other people have attempted to process it for me, and then their Twitter team have said I can't even return it because it's installed. 

At this point I just want an oven I'm actually happy with, regardless of a reduced refund or paying another installation fee. My partner is 8 months pregnant so naturally we just want it sorted ASAP! I'm even considering just taking a refund and paying out to get an oven from elsewhere if it will speed things up.

Thanks for your reply.