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

diystarter7

Larker2321 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 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. 

Hi
Speak with a manager but be polite, be assertive and show them respect by telling them it is not their fault as too many front-line phone handlers are feraful to get their manager as most callers want that. Tell them your probs and you'd be very grateful to stop this stress and time wasting on both sides. I'm confident you'd get. I'm still saying treble check the email address as stated previously

Good luck

SergeantBaker

diystarter7 said:

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

Do you agree if this were a business to business transaction the OP is not a consumer?

rach_k

Have you tried giving them a different email address?

While it's probably unlikely, it is possible that their email is being rejected by your email provider before ever getting to your inbox or spam folder.  You know they have the correct address because you've received email from the delivery company, but that would be from a different sender so may not be having the same problem.

I'd try a different free provider e.g. if you use hotmail, set up a free google account, or ask a friend or family member if you can use their email address.  Like I said, it's probably not very likely that this is happening, but, if it is, it wouldn't be their fault or your fault, just bad luck, so you may as well try it so you can rule it out before getting cross!

Ath_Wat

rach_k said:

Have you tried giving them a different email address?

While it's probably unlikely, it is possible that their email is being rejected by your email provider before ever getting to your inbox or spam folder.  You know they have the correct address because you've received email from the delivery company, but that would be from a different sender so may not be having the same problem.

I'd try a different free provider e.g. if you use hotmail, set up a free google account, or ask a friend or family member if you can use their email address.  Like I said, it's probably not very likely that this is happening, but, if it is, it wouldn't be their fault or your fault, just bad luck, so you may as well try it so you can rule it out before getting cross!

It's not that unlikely, actually.

In fact SendGrid, a widely used third party email plugin for cloud services, will mark if any email address it sends to marks anything sent from  an address as spam, and in future simply will not send it out. That is, if I marked anything ever from a, for example,  @currys.com address as spam in future all mail from them will not be moved to my spam folder but will not be sent at all - and this information will not immediately be visible to Currys - certainly not to their standard customer services people, although their tech people could probably find it out.

Therefore using a different email address is indeed a good suggestion.

tightauldgit

Larker2321 said:

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?

Well they seem to be able to find your transaction in their records so yes you can return it, that might be the only way forward if you cant get a receipt from them. Have you done all the usual checks that its not in your spam mail etc?

You may also find magically that if you tell them you want to return it that they find a way to get the receipt to you.