Curry’s Refund Confusion…

RealBobbyDazzler

Really a bit confused here.

I purchased a new washing machine from Curry’s Outlet through eBay, was described as just being open box.  

Anyway, they messed me around with delivery causing me to take a day off work & when the drivers arrived it wasn’t on the lorry, promised call back after call back (we needed a washer as our old one had failed), no apologies and just kept texting us different dates & not checking first, anyway…

It finally arrived, but had missing manuals, covers for the back, and a few dinks & scratches on the front, so not just open box & perfect as described plus it had signs of previous use of water marks in the drum & it seemed to be walking slightly even with legs adjusted.

So I fired curry’s a message straight away to voice my issues about delivery & the damage, plus to note that I thought it might be moving and to ask if it was a customer return as I knew if I left it too late they’d send an engineer rather than refund.

I’ve since installed it & have bought some anti slip feet for it & wedged it in & seems fine now.

They did reply & just said it shouldn’t be a customer return but they don’t keep notes on items as it’s an external warehouse & to send photos of the damage.

I did that thinking they might offer me a partial refund in the way of compensation for the additional damage & mess around with delivery.

2 weeks later I’d forgotten all about it & I’ve received a general email that a full refund will be issued in 48 hours & then few minutes later an email saying “They can’t replace it as no stock, let them know a date to collect as a refund is issued”.

I don’t want a refund, I never agreed to a refund but they’re saying they can’t reverse it as it’s been issued & I need to give them a date on collection as they’ve sent the money back and it’s their property.  It’s installed in the kitchen now & fitters have cupboarded around it & fitted it in.

Nobody from Curry’s confirmed or spoke to me about this, what are my options?  I’ve never been in a situation like this with them doing something without talking to me prior.

Thanks!

comeandgo

Can you buy it again from them?

RealBobbyDazzler

comeandgo said:

Can you buy it again from them?

Apparantly not as it’s a ‘warehouse outlet item’.

I’ve never had a company just refund & say they’ll collect it when that’s never been mentioned anywhere in the discussion.  

the_lunatic_is_in_my_head

If the goods do not conform then the retailer should replace of repair, you've said  can't replace and presumably they can't (or won't) repair dents, etc nor have spare manuals lying around so this leaves you with the final right to reject for a full refund (within 6 months) or a price reduction.

If they've issued a refund then say message back to say you aren't rejecting the goods for a refund but instead are seeking a price reduction of x amount due to the issues so how do you pay them back price minus x please.

You can find an email for a higher level of customer facing staff on the ceo email website, they might be more helpful with something like this which might be "off script".  

RealBobbyDazzler

the_lunatic_is_in_my_head said:

If the goods do not conform then the retailer should replace of repair, you've said  can't replace and presumably they can't (or won't) repair dents, etc nor have spare manuals lying around so this leaves you with the final right to reject for a full refund (within 6 months) or a price reduction.

If they've issued a refund then say message back to say you aren't rejecting the goods for a refund but instead are seeking a price reduction of x amount due to the issues so how do you pay them back price minus x please.

You can find an email for a higher level of customer facing staff on the ceo email website, they might be more helpful with something like this which might be "off script".  

Thanks for the advice, I was hoping for a price reduction & also having a little rant about the delivery with me taking a day off work, I was annoyed on the day but I didn’t mention returning the item, the only question I asked was if they could clarify their grading structure on ‘outlet’ items.

I bought through eBay, yet have had no change in the purchase on there showing a refund is initiated - just an email from ‘Curry’s Warehouse’ which actually is filled out blankly & reads as this:

UL:[{ReturnQty}] x [{ReturnSKU}][{ReturnTitle}]

Thank you for your mesasage advising us you wish to cancel your order.

I’ve never been refunded without my authority or even before they’ve had the item collected.  I just didn’t know what my rights were now they have refunded, is it now their property & I’m not allowed to keep it, soon find out I guess.

I think I’m going to wait for the refund first & go from there as can’t see it’s been actioned through eBay as of yet.

Their page policy also states - 

• Refunds are paid once your product is back with us

So why they’ve just issued it, I don’t know.

sheramber

Makes a change to have somebody complaining that Curry's have refunded them.

RealBobbyDazzler

sheramber said:

Makes a change to have somebody complaining that Curry's have refunded them.

Haha I guess that parts true & I didn’t even have to ask 

pinkshoes

As you are clearly dealing with numpties, then I would suggest messaging them again, this time telling them that you are NOT rejecting the goods, but due to the condition they were received in, a partial refund of £X would be acceptable, so can they please invoice you for £Y and you will pay again. 

I assume the refund has actually come through??