Currys refund

Loopmoth100

Last year I bought a cooker, including delivery and installation with interest free credit from Currys. Last month the induction hob stopped working, Kenwood sent an engineer and they wrote it off. Currys have agreed to refund me.

My problems are:

Firstly, an equivalent replacement is significantly more expensive than last year. At first I was offered a £20 voucher to spend there as compensation for this. I asked to escalate the situaton to the complaints department, who did not call back within the promised 48 hours. I am arguing that inflation needs to be taken into account. Today I spoke to an agent who said they would offer a voucher for 10-15% of the original price, but not in my case as the refund is worth less than the new cooker, which I find confusing.

Secondly, I paid for delivery and installation, which they will only refund by way of a fee waiver, if I buy a new cooker from them. I haven't gone into too much detail here about the rotten customer service, but I don't want anything else from them again.

I'm on a very low income and just can't afford to spend more for an item that I bought in good faith and have saved to pay for over the last year, or to lose the delivery and installation money. Has anyone else had a similar experience and what what was the outcome?

the_lunatic_is_in_my_head

Hello OP

After 6 months the retailer can make a reduction for usage, whilst I personally think that should not be much after a year or less a 10% reduction would sort of balance out with inflation.

If Currys are offering a full refund on the price then I would accept rather than poke the bear  

Regarding the delivery and install my view would be similar, they should refund minus time owned vs the lifespan.

Ovens and hobs are 9-15 years according to the tenancy deposit scheme (as an random reference)

https://www.tenancydepositscheme.com/wp-content/uploads/2021/04/A_Guide_to_product_lifespans.pdf

Personally I would take the full refund on the hob and then query a part refund of the install costs. I don't think this would be covered by consumer rights but instead the standard principle of damages as a result of their breach of contract.