Littlewoods mis-sold me and just now, their customer agent was outright rude

IPIP

 Hi all

So, on November 17th, Littlewoods released a limited number of Playstation 5 consoles. These were being sold for £589.99. I had a credit balance of £500 with them. I topped up £90.00 to make up the difference so I could use their Buy Now Pay Later option. They gone out of stock before I could place the order, so I had to phone them to get a refund of the £90.00.

While on the phone, that's when I asked if they had any in stock, to which the agent said yes. I ordered it with an interest-free term and specified that I wanted it on a Buy Now Pay Later basis. I actually remember telling the agent that I would clear this off in 3-4 months, despite the 6 or so months that they offered.

Fast forward to yesterday, when I received a courtesy mail informing me that a payment is required on January 7th. I phoned them today, and the agent I spoke with was really unpleasant, claiming that I was speaking over them while they were doing the same thing. When I tried to convey my agreement, she became defensive, wouldn’t listen, wouldn’t grasp the fact that I was saying that I agreed on a delayed payment plan.

We’ve even argued about the concept of Buy Now Pay Later. She was attempting to persuade me that BNPL is not that and that you must pay from the start. She said that Littlewoods operates differently, which is why I'm being asked to make a payment right now. It soon became clear that my product was not even on the BNPL plan, and so she was trying to pull wool over my eyes.

All I was asking her is for her to raise a complain on my behalf and get the call listened to. and that I was missold. All she was fixated with is that I did not read the terms and conditions despite pleading with her that I ordered this over the phone.

Ideally, I want to follow this through and speak to senior staff. I’ve never had rude customer service agent be so dismissive of a simple request. She went quite for good 5 minute and in the end, said there are no managers available to deal with my request and that I will get a call back.

What are my consumer rights here please?

pinkshoes

Have you received the PS5? Have you used it yet?

They made a mistake or you were not clear enough over the phone about what you wanted. 

Stop phoning them and WRITE. Email is fine. State clearly what has happened and what has gone wrong, and ask them to correct the mistake and change it to a BNPL plan.

If you've not received the PS5 yet then just cancel the order.

elsien

If you already have a credit balance of £500 with them, do you really need the buy now pay later? 

Do you still have payments you owe for other things? 

IPIP

pinkshoes said:

Have you received the PS5? Have you used it yet?

They made a mistake or you were not clear enough over the phone about what you wanted. 

Stop phoning them and WRITE. Email is fine. State clearly what has happened and what has gone wrong, and ask them to correct the mistake and change it to a BNPL plan.

If you've not received the PS5 yet then just cancel the order.

Hi, yes, I have placed the order on the 17th Nov and I recieved the playstation on 10th Dec.

I want to write to them but I cant find their email.

IPIP

elsien said:

If you already have a credit balance of £500 with them, do you really need the buy now pay later? 

Do you still have payments you owe for other things? 

Sorry, I meant available credit balance of £500

elsien

Snail mail. 

• Or you can write to us at:
  Littlewoods
  Customer Excellence
  Sandringham House
  Sandringham Avenue
  Chelmsford,
  CM92 1LH

custardy

This doesnt tally.
To buy an item at £590 on BNPL. Dont you need enough balance to cover the potential; interest too?

GrumpyDil

custardy said:

This doesnt tally.
To buy an item at £590 on BNPL. Dont you need enough balance to cover the potential; interest too?

Nope. Just need enough to cover the purchase. No interest added unless you fail to pay the balance when due at which point a nice hefty sum gets added. 

m-holland

No with littlewoods and very you need the full interest amount available in your account as well as the purchase price of the item

Jenni_D

If it's a 0% interest BNPL credit arrangement then surely there is NO interest amount required? (Not sure if this is what the OP was meaning).

MattMattMattUK

It is somewhat unclear, but does this mean you signed up for the monthly credit option, rather than the deferred Buy Now, Pay Later scheme? I would suspect it went onto a credit account, which requires monthly payments, rather than a longer term credit package.