Bought something from an online retailer but not been provided a receipt - where do I stand?

Larker2321

Recently I bought new phone from the website e2save (one of currys' brands). Due to some technical issue with their online payment, I called up their sales team to make the purchase instead of buying it on their website. I gave them my all relevant details including my email during my purchase, but they never provided me with a receipt or proof of purchase. I need this receipt to claim a promo offer which came with the phone. The promo offer is worth £200.

Now I thought this is surely a simple fix, someone just has to press a button to email me the receipt. But no, despite calling 3 times and reconfirming all my details including my email (making sure it's been spelt correctly), no receipt has been sent to my email. It's not gone to my spam box, I checked that already. I phoned customer service team again and all they say is that apparently the receipt has been sent from their end and all they can do is 're-send' it again by email. Sensing the same non-action will occur, I asked them to send it literally as I am on the phone to them, but apparently that's not possible as it's done by a separate team.

I'm tearing my hair out, there's a fault somewhere, either someone can't click the right buttons or their IT system is broken. Either way this receipt is not being provided to me. It's such a simple task. I have already escalated to emailing their customer service team. But if I still don't get a receipt, then what can I do as a consumer who has paid for something and not been given a receipt.

user1977

None really, there is no general right to get a receipt.

SaverRate

If its the Samsung cashback have you checked that e2save is one of the participating retailers? When I checked a few weeks back they weren't unless it falls under Currys I guess? 

Ignore the above, they show as a participating retailer now! 

You need to make an official complaint to them. Apart from that not sure what else you can do? 

diystarter7

Larker2321 said:

Recently I bought new phone from the website e2save (one of currys' brands). Due to some technical issue with their online payment, I called up their sales team to make the purchase instead of buying it on their website. I gave them my all relevant details including my email during my purchase, but they never provided me with a receipt or proof of purchase. I need this receipt to claim a promo offer which came with the phone. The promo offer is worth £200.

Now I thought this is surely a simple fix, someone just has to press a button to email me the receipt. But no, despite calling 3 times and reconfirming all my details including my email (making sure it's been spelt correctly), no receipt has been sent to my email. It's not gone to my spam box, I checked that already. I phoned customer service team again and all they say is that apparently the receipt has been sent from their end and all they can do is 're-send' it again by email. Sensing the same non-action will occur, I asked them to send it literally as I am on the phone to them, but apparently that's not possible as it's done by a separate team.

I'm tearing my hair out, there's a fault somewhere, either someone can't click the right buttons or their IT system is broken. Either way this receipt is not being provided to me. It's such a simple task. I have already escalated to emailing their customer service team. But if I still don't get a receipt, then what can I do as a consumer who has paid for something and not been given a receipt.

Hi OP

Give them another call and explain the fiasco and stay on the line as they send you the receipt.
Please treble confirm your email address using the  phonetic alphabet, with them as well just in case.

You are entitled to a receipt if you are VAT registered.
However, that is not the issue as it is a glitch on their side and they are ready to provide one.

Good luck

diystarter7

user1977 said:

None really, there is no general right to get a receipt.

Hi

Yes,  if the OP or anyone is VAT registered.

Thanks

elsien

diystarter7 said:

Larker2321 said:

Recently I bought new phone from the website e2save (one of currys' brands). Due to some technical issue with their online payment, I called up their sales team to make the purchase instead of buying it on their website. I gave them my all relevant details including my email during my purchase, but they never provided me with a receipt or proof of purchase. I need this receipt to claim a promo offer which came with the phone. The promo offer is worth £200.

Now I thought this is surely a simple fix, someone just has to press a button to email me the receipt. But no, despite calling 3 times and reconfirming all my details including my email (making sure it's been spelt correctly), no receipt has been sent to my email. It's not gone to my spam box, I checked that already. I phoned customer service team again and all they say is that apparently the receipt has been sent from their end and all they can do is 're-send' it again by email. Sensing the same non-action will occur, I asked them to send it literally as I am on the phone to them, but apparently that's not possible as it's done by a separate team.

I'm tearing my hair out, there's a fault somewhere, either someone can't click the right buttons or their IT system is broken. Either way this receipt is not being provided to me. It's such a simple task. I have already escalated to emailing their customer service team. But if I still don't get a receipt, then what can I do as a consumer who has paid for something and not been given a receipt.

Hi OP

Give them another call and explain the fiasco and stay on the line as they send you the receipt.
Please treble confirm your email address with them as well just in case.

ou are entitled to a receipt if you are VAT registered.

Good luck

You might want to reread the OP. They’ve already tried that.
VAT registration apply to businesses. OP has not given any indication that this is a business transaction.

diystarter7

elsien said:

diystarter7 said:

Larker2321 said:

Recently I bought new phone from the website e2save (one of currys' brands). Due to some technical issue with their online payment, I called up their sales team to make the purchase instead of buying it on their website. I gave them my all relevant details including my email during my purchase, but they never provided me with a receipt or proof of purchase. I need this receipt to claim a promo offer which came with the phone. The promo offer is worth £200.

Now I thought this is surely a simple fix, someone just has to press a button to email me the receipt. But no, despite calling 3 times and reconfirming all my details including my email (making sure it's been spelt correctly), no receipt has been sent to my email. It's not gone to my spam box, I checked that already. I phoned customer service team again and all they say is that apparently the receipt has been sent from their end and all they can do is 're-send' it again by email. Sensing the same non-action will occur, I asked them to send it literally as I am on the phone to them, but apparently that's not possible as it's done by a separate team.

I'm tearing my hair out, there's a fault somewhere, either someone can't click the right buttons or their IT system is broken. Either way this receipt is not being provided to me. It's such a simple task. I have already escalated to emailing their customer service team. But if I still don't get a receipt, then what can I do as a consumer who has paid for something and not been given a receipt.

Hi OP

Give them another call and explain the fiasco and stay on the line as they send you the receipt.
Please treble confirm your email address with them as well just in case.

ou are entitled to a receipt if you are VAT registered.

Good luck

You might want to reread the OP. They’ve already tried that.
VAT registration apply to businesses. OP has not given any indication that this is a business transaction.

Hi

You too may want to re-read the OP as nowhere OP states they have double/treble confirmed the email address and nowhere does the OP state they state o the line as the item receipt was being emailed.

OP has not given an indication that he is not business, i am confused as to what point you are trying to make.

TBH, I'm not sure why you put these questions to me as the OP had not indicated as I'd posted

Thanks

theoretica

Ask them to read out your email address letter by letter?  Do they have an email you could send to so they can cut and paste the address?  I was recently sitting next to a sales person who was failing to email me as she had transposed two letters...

MarvinDay

diystarter7 said:

elsien said:

diystarter7 said:

Larker2321 said:

Recently I bought new phone from the website e2save (one of currys' brands). Due to some technical issue with their online payment, I called up their sales team to make the purchase instead of buying it on their website. I gave them my all relevant details including my email during my purchase, but they never provided me with a receipt or proof of purchase. I need this receipt to claim a promo offer which came with the phone. The promo offer is worth £200.

Now I thought this is surely a simple fix, someone just has to press a button to email me the receipt. But no, despite calling 3 times and reconfirming all my details including my email (making sure it's been spelt correctly), no receipt has been sent to my email. It's not gone to my spam box, I checked that already. I phoned customer service team again and all they say is that apparently the receipt has been sent from their end and all they can do is 're-send' it again by email. Sensing the same non-action will occur, I asked them to send it literally as I am on the phone to them, but apparently that's not possible as it's done by a separate team.

I'm tearing my hair out, there's a fault somewhere, either someone can't click the right buttons or their IT system is broken. Either way this receipt is not being provided to me. It's such a simple task. I have already escalated to emailing their customer service team. But if I still don't get a receipt, then what can I do as a consumer who has paid for something and not been given a receipt.

Hi OP

Give them another call and explain the fiasco and stay on the line as they send you the receipt.
Please treble confirm your email address with them as well just in case.

ou are entitled to a receipt if you are VAT registered.

Good luck

You might want to reread the OP. They’ve already tried that.
VAT registration apply to businesses. OP has not given any indication that this is a business transaction.

Hi

You too may want to re-read the OP as nowhere OP states they have double/treble confirmed the email address and nowhere does the OP state they state o the line as the item receipt was being emailed.

How about here:

Larker2321 said:

But no, despite calling 3 times and reconfirming all my details including my email (making sure it's been spelt correctly), no receipt has been sent to my email. It's not gone to my spam box, I checked that already. I phoned customer service team again and all they say is that apparently the receipt has been sent from their end and all they can do is 're-send' it again by email. Sensing the same non-action will occur, I asked them to send it literally as I am on the phone to them, but apparently that's not possible as it's done by a separate team.

diystarter7

theoretica said:

Ask them to read out your email address letter by letter?  Do they have an email you could send to so they can cut and paste the address?  I was recently sitting next to a sales person who was failing to email me as she had transposed two letters...

Hi
Using the  phonetic alphabet, and this is why I said it i a previous post. IMO, it is a mistake with the email address.

Thanks

Larker2321

SaverRate said:

If its the Samsung cashback have you checked that e2save is one of the participating retailers? When I checked a few weeks back they weren't unless it falls under Currys I guess? 

Ignore the above, they show as a participating retailer now! 

You need to make an official complaint to them. Apart from that not sure what else you can do? 

Official complaint as in through their customer service team or is there some sort of regulator authority who I can contact? I might be dealing with the same people who I have already spoken and got nowhere with this really simple request. But if all else fails, then I will be doing this.