Curry’s click and collect

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So placed an order on Curry’s website for click and collect. Went along to the store next day to collect the item and they informed me somebody else had collected the item! Informed me they would have to contact the police and would not be able to give me a refund! Now £499 out of pocket. I checked the email for the collection and it states aside from the reference number you also need to provide the last four digits of your payment card, which the store told me they never ask for! Escalated with Curry’s who online have said it looks like the appropriate security checks never happened, which should have been done, 24 hrs later still waiting for a response. Has this happened to anyone else? And is anyone aware of what my rights are? Thanks in advance 
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  • TadleyBaggie
    TadleyBaggie Posts: 6,100 Forumite
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    Another reason (as if another was actually needed) to avoid Curry's. You could start a chargeback.
  • user1977
    user1977 Posts: 14,369 Forumite
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    edited 8 November 2022 at 4:51PM
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    You've paid for the item and they haven't given it to you yet. What happened to the "stolen" item shouldn't really be your problem. Can't they just get you another item - or is it possible they're suspicious that you're somehow involved with the "thief"?
  • Smith428
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    I believe that’s why they’re investigating, they have CCTV footage of it being collected by a female with a baby, defiantly not me! My issue is they handed the item over without doing the proper checks, which leaves me out of pocket and not them.
  • TadleyBaggie
    TadleyBaggie Posts: 6,100 Forumite
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    Not familiar with the Curry's process but wouldn't they need reference numbers and like? So where did this mysterious women get them from?
  • Alderbank
    Alderbank Posts: 2,877 Forumite
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    edited 8 November 2022 at 5:32PM
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    I am familiar with the process as I have collected a few separate items recently.

    Each time while I was waiting in the collections queue a helpful assistant approached me and just asked me for my name, nothing more. A few minutes later they came back with a sealed box which they just handed me, no phone screens, no codes, nothing to sign, etc.
    Very convenient for the customer but clear risk for Currys. I presume that 'mysterious woman' simply said 'Smith' and was handed your parcel!

    OK less convenient now for the OP but it is up to Currys to sort out, which they will do.

    When I do click and collect anywhere else such as Argos (for eBay) and Next (for Amazon) they always scan the barcode I have been sent.
  • molerat
    molerat Posts: 32,037 Forumite
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    edited 8 November 2022 at 5:43PM
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    Argos click and collect always ask for the order number and the code from the e-mail so the only way to steal the item would be by intercepting the e-mail.  There are no names involved in the collection which reduces the chances of fraud.
    OP, I would start a chargeback, or S75 if paid with a CC, with your bank
  • Smith428
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    Thanks all for your comments, I’ll feedback when Curry’s come back to me
  • ShinyStarlight1
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    I'm sorry to hear of your troubles with Curry's. We had something similar happen to us - a computer we ordered in store was delivered to the wrong address (despite us giving the right address) and Curry's did not help one bit with the problem and often felt quite obstructive. Eventually we went through Resolver which, after months of worrying, sorted it out. No apology from Curry's and no help, so we don't shop there anymore. 
  • Smith428
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    Just an update- following several chats with curry’s online, I was eventually told to go into the store for the store to resolve. Once again the store didn’t want to know, told me nothing they can do until the police have completed an investigation, however, I did file a claim with the bank and the bank have ‘temporarily’ refunded me whilst they complete an investigation. Curry’s have given me the crime reference number so I’ll be contacting them for an update, will be interesting to see what comes back
  • Alderbank
    Alderbank Posts: 2,877 Forumite
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    edited 12 November 2022 at 5:59PM
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    An update to my earlier thread above:

    Today I collected a low value kitchen item (air fryer). This time they asked for the last 4 digits of the card I had paid with as well as my name and entered them into the computer before handing over the item.
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