Currys Price Promise - refusing to price match 24 October 2022 at 1:47PM in Consumer rights 15 replies 2.2K views

AK47UK

I'm not sure if I will get anywhere with this but would like to at least warn others out of principle. 

I bought a laptop from Currys as I had some vouchers to spend there, it was cheaper elsewhere but that competitor was listed in the Price Promise list so I thought I would buy with my vouchers then claim the difference back. I spoke to Currys on chat who confirmed I would get the refund and they processed it but 12 days later I hadn't heard anything so I just rang them.

They are saying the refund was requested but denied by the finance team as the competitor charges delivery whereas Currys does not. I said that's fine, just deduct the delivery charge from the refund but they said they can't do that and that they won't price match that supplier. I said that I think they are mistaken as that supplier is still listed on their site in the price promise section but they said they can't do anything else to help. 

I am waiting for a callback from a manager but the rep said they don't think they will be able help me either as it is the finance team who have final say. It's not a huge sum, but enough to make it worth pursuing and it's more the fact they are misleading customers and I don't like to feel cheated!

Has anyone else experienced similar and got anywhere?

Manxman_in_exile

Did you buy online?  If yes, are you still within the 14 day window to cancel the contrcat and return for a full refund?

If (1) Currys still list this other retailer on their Price Promise guarantee and (2) there is no mention in the Price Promise T&Cs of them not honouring the Price Promise if the other retailer charges for delivery, then I'd pursue it further with Currys.  But in the end you (and currys) are bound by what the T&Cs of the Price Promise actually say.

If you are within the 14 days cancellation window, tell them you are cancelling the contract under s29 of The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (legislation.gov.uk) and you'll buy elsewhere.

Whether it's all worth that much trouble only you can decide...

AK47UK

Manxman_in_exile said:

Did you buy online?  If yes, are you still within the 14 day window to cancel the contrcat and return for a full refund?

If (1) Currys still list this other retailer on their Price Promise guarantee and (2) there is no mention in the Price Promise T&Cs of them not honouring the Price Promise if the other retailer charges for delivery, then I'd pursue it further with Currys.  But in the end you (and currys) are bound by what the T&Cs of the Price Promise actually say.

If you are within the 14 days cancellation window, tell them you are cancelling the contract under s29 of The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (legislation.gov.uk) and you'll buy elsewhere.

Whether it's all worth that much trouble only you can decide...

Thanks, returning will cause too much hassle and then I will be stuck with a load of vouchers I am unlikely to spend anytime soon but I just emailed Alex Baldock through ceomail so will see if his office can help or at least put an end to the deceptive marketing. 

I have taken screenshots as the current price is the same as it was 12 days ago both on Currys and for the competitor in the Price Promise section. The section doesn't have T&Cs or even an asterisk but I am sure there will be terms on the site somewhere. Will see what reply I get first though.

TELLIT01

I don't know about Curry's but many of the companies offering price matching require that the offers be exactly the same.  If one offers free delivery and the other charges they won't fit the criteria.

AK47UK

TELLIT01 said:

I don't know about Curry's but many of the companies offering price matching require that the offers be exactly the same.  If one offers free delivery and the other charges they won't fit the criteria.

I think the main thing for me here is they specifically list the supplier when you click the Price Promise button and there are no terms linked either. If the supplier wasn't listed there then I'd look for terms to see but the fact they put them in the list makes it seem like they are "pre-approved" by Currys themselves. 

the_lunatic_is_in_my_head

We'll match the prices of in-stock products (excluding ink products, delivery charges, installation charges, product protection plans, mobile airtime plans or other services) offered on identical terms and where we can check the price, stock position and where relevant your eligibility to purchase from the competitor.

I think the terms are poorly written, it says on identical terms but mentions excluding delivery charges.

OP I would have a Google of CEO email and search that site for Currys, the email there will be for a higher level of customer service.

Given free delivery is meaningless (Currys still have to pay for it, they just lump it in with the price) it does seem very mean spirited if everything else is the same. 

AK47UK

the_lunatic_is_in_my_head said:

We'll match the prices of in-stock products (excluding ink products, delivery charges, installation charges, product protection plans, mobile airtime plans or other services) offered on identical terms and where we can check the price, stock position and where relevant your eligibility to purchase from the competitor.

I think the terms are poorly written, it says on identical terms but mentions excluding delivery charges.

OP I would have a Google of CEO email and search that site for Currys, the email there will be for a higher level of customer service.

Given free delivery is meaningless (Currys still have to pay for it, they just lump it in with the price) it does seem very mean spirited if everything else is the same. 

Thanks, I already emailed them through ceomail so will see what happens but even the terms you have found make it seem like delivery costs would be subtracted, not excluded. I suspect they have been told to be quite harsh as most would give up rather than pursue but that could be me being pessimistic... 

zoob

I'm assuming the other supplier also excepted the vouchers you'd used for part payment also? 

AK47UK

zoob said:

I'm assuming the other supplier also excepted the vouchers you'd used for part payment also? 

It was a Currys voucher, I don't see that affecting a price match as they are matching the price, I then pay that balance however I like as long as it is an accepted payment method surely? 

cymruchris

Comsumerhelpgenius said:

AK47UK said:

TELLIT01 said:

I don't know about Curry's but many of the companies offering price matching require that the offers be exactly the same.  If one offers free delivery and the other charges they won't fit the criteria.

I think the main thing for me here is they specifically list the supplier when you click the Price Promise button and there are no terms linked either. If the supplier wasn't listed there then I'd look for terms to see but the fact they put them in the list makes it seem like they are "pre-approved" by Currys themselves. 

Making a clear promise and then refusing to fulfil means breaching Consumer Protection from Unfair Trading Regulations. Have a good read of that legislation, as it give you the private remedy of 25% off the price of the product. 
Beware, OP, there are fulltime regulars whose function appears to keep discouraging consumers.  Be careful with their "just cnacel" advice  - as this would make you lose out on the deal.
If Currys made the promice, they must keep their word - as this formed part of the contract. Making misleading promises can amoutn to unfair trading.   

I'd be interested to read where in legislation it states that making a clear promise and then refusing to fulfil leads to a 25 percent discount off the retail price. Can you provide a link so that we can all take a look?

Grumpy_chap

How much is the price promise that the OP is seeking?
If the laptop was, say, £499 at Currys with free delivery but, say £479 elsewhere plus £20 delivery then it is already price matched