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

Larker2321

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 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

I already did that at least 3 times I think and I am sure they have email address correctly enter on their system because I did receive an email from the delivery company they used to deliver the phone to me. But for some reason they can't just get someone on the phone who can click 2 buttons to send me the receipt. It's a real farce. 

Larker2321

Should clarify as well that I am just an ordinary consumer, I'm not buying as a business.

powerful_Rogue

Not a lot you can do really, except send it back and purchase elsewhere.

Larker2321

powerful_Rogue said:

Not a lot you can do really, except send it back and purchase elsewhere.

I don't want to return it because I am fine with the phone. I do need to receipt to claim the £200 promo. Besides, could I even return it without the receipt as they never provided me with it?

user1977

diystarter7 said:

user1977 said:

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

Yes,  if the OP or anyone is VAT registered.

Only if both parties are VAT-registered (and there's VAT being paid).

elsien

Would proof of payment presuming you paid by credit or debit card alongside the IMEI number for the phone be sufficient for the cashback?

I can’t access the e2save terms and conditions but if they’re the same as Curry’s it doesn’t specifically say receipt, it says scanning and uploading a proof of purchase. It may be worth trying to contact Samsung to see what they would accept?

user1977

Larker2321 said:

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. 

No, there is no sort of general regulator for retailers. And not really any such thing as an "official" complaint in this context, all you can to is carry on hassling them until somebody more helpful sends you a receipt.

Larker2321

elsien said:

Would proof of payment presuming you paid by credit or debit card alongside the IMEI number for the phone be sufficient for the cashback?

I can’t access the e2save terms and conditions but if they’re the same as Curry’s it doesn’t specifically say receipt, it says scanning and uploading a proof of purchase. It may be worth trying to contact Samsung to see what they would accept?

It's not this cashback offer, it's a different one. I can't post the link, but if you search for "google pixel promo fitbit", the promo link can be found.

Basically, I need to provide a receipt which shows the phone, date. Unfortunately I won't have that with the credit card statement.

elsien

Still says “upload a proof of purchase such as a copy of the receipt or invoice from the Participating Retailer. ”
I still think it’s an avenue worth exploring.

diystarter7

user1977 said:

diystarter7 said:

user1977 said:

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

Yes,  if the OP or anyone is VAT registered.

Only if both parties are VAT-registered (and there's VAT being paid).

Hi
Lol, I bet you it is safe to assume that a "Currys brand " is VAT registered.
Thanks for agreeing that there was a good possibility the OP could have been VAT registered when you initially posted.
and therefore entitled to a receipt.
Thanks