Currys refusing to refund

stevec1971371

I'd be interested in your thoughts on this - I bought a tumble dryer from Currys last weekend (online) - £280 plus delivery of £20.  I tried it on Monday but it just rolled the bed sheets into a sausage and wouldn't dry them.  I tried the webchat with Currys on the same day but they told me to call their call centre and everyone had gone home so I tried again on Tuesday.  I was polite and said I was refusing the item as it wasn't of satisfactory quality.  They put me through to the manufacturer (Hoover) who said that was normal for TDs and so to take it up with Currys.  I called Currys again and they said they would call back in 24 to 48 hrs. Nobody called, so I tried again on Thursday.  They said they would call back in 24 to 48 hrs. Nobody called, so I tried again on the following Monday.  On Tuesday their "second level" support said that as I had removed it from it's packaging and tried it, they wouldn't collect or refund it.  I asked for it to be escalated but they said there was no escalation beyond second level so there was nothing further they could do.
Now:  I claimed a section 75 via AmEx and they refunded the money the next day - but - I feel that Currys have gotten away with it and I feel that I should take them to the small claims court.  Is this just churlish as AmEx have already refunded the money?  I wouldn't want them to treat others this way.  Thoughts?

born_again

Amex paying out on a S75 in a day..
That's very quick. 

Aylesbury_Duck

stevec1971371 said:

Now:  I claimed a section 75 via AmEx and they refunded the money the next day - but - I feel that Currys have gotten away with it and I feel that I should take them to the small claims court.  Is this just churlish as AmEx have already refunded the money?  I wouldn't want them to treat others this way.  Thoughts?

Refunded via section 75 straight away?  Are you sure?

If you've been refunded, what loss have you suffered and therefore, what would you be claiming for in court?

elsien

You are aware that the retailer has 45 days to challenge a section 75 refund, so this probably isn’t over yet. You seem to have jumped onto that option very quickly.

Are you sure that the tumble dryer was set up properly? Did you tell Curry’s that you believed it was faulty which is clearer than a possibly slightly subjective not of satisfactory quality? 

born_again

elsien said:

You are aware that the retailer has 45 days to challenge a section 75 refund, so this probably isn’t over yet. You seem to have jumped onto that option very quickly.

Are you sure that the tumble dryer was set up properly? Did you tell Curry’s that you believed it was faulty which is clearer than a possibly slightly subjective not of satisfactory quality? 

S75 does not involve retailer.
Are you thinking of chargebacks?

stevec1971371

Aylesbury_Duck said:

stevec1971371 said:

Now:  I claimed a section 75 via AmEx and they refunded the money the next day - but - I feel that Currys have gotten away with it and I feel that I should take them to the small claims court.  Is this just churlish as AmEx have already refunded the money?  I wouldn't want them to treat others this way.  Thoughts?

Refunded via section 75 straight away?  Are you sure?

If you've been refunded, what loss have you suffered and therefore, what would you be claiming for in court?

That's sort of my question - it's more a principle thing, but I wouldn't have a remedy.  Thanks for the reply.

stevec1971371

elsien said:

You are aware that the retailer has 45 days to challenge a section 75 refund, so this probably isn’t over yet. You seem to have jumped onto that option very quickly.

Are you sure that the tumble dryer was set up properly? Did you tell Curry’s that you believed it was faulty which is clearer than a possibly slightly subjective not of satisfactory quality? 

Ooh.  No - I didn't know that.  Thanks - I'll keep my fingers crossed for a tad longer then.  Thanks for the reply.

stevec1971371

elsien said:

You are aware that the retailer has 45 days to challenge a section 75 refund, so this probably isn’t over yet. You seem to have jumped onto that option very quickly.

Are you sure that the tumble dryer was set up properly? Did you tell Curry’s that you believed it was faulty which is clearer than a possibly slightly subjective not of satisfactory quality? 

And yes - it was set up properly.  I did originally say that it was faulty as it didn't tumble dry.  It Tumbled but didn't dry.  That's why they batted me off to Hoover who said that it was working as designed so they batted me back to Currys.  Currys then said that they treat a "not of satisfactory quality" as a "change of mind"and I can't change my mind once I've unpacked it.  I think that's incorrect and would have liked to challenge them in court, but as Aylesbury Duck said - I've now not suffered any loss so have no remedy to claim in court.  Frustrating really, and I feel bad for AmEx who are now out of pocket.

the_lunatic_is_in_my_head

If you was specifically seeking a refund due to not of satisfactory quality then Currys could request you show such.

If you was happy with a repair/replace they'd probably fob you off to the manufacturer... 

If they treated it as change of mind, opening and using it doesn't prevent you from cancelling under consumer legislation but instead they can possibly impose a deduction for diminished value.

Despite their reputation Currys are one of the few companies that get the terms right but you have to be clear that you are cancelling under your rights rather than using their own company policy. 

Our bedding bundles up into a ball, you can get tumble dryer balls that claim to reduce this, not sure if they work, I'm sure there was a thread on the DIY board about them. 

ArbitraryRandom

Not really relevant to your topic, but are you sure you're not overloading the dryer? 

Tumble dryers are rated based on the dry weight of the items - and are often less than a full load in a similar sized washing machine. 

stevec1971371

the_lunatic_is_in_my_head said:

If you was specifically seeking a refund due to not of satisfactory quality then Currys could request you show such.

If you was happy with a repair/replace they'd probably fob you off to the manufacturer... 

If they treated it as change of mind, opening and using it doesn't prevent you from cancelling under consumer legislation but instead they can possibly impose a deduction for diminished value.

Despite their reputation Currys are one of the few companies that get the terms right but you have to be clear that you are cancelling under your rights rather than using their own company policy. 

Our bedding bundles up into a ball, you can get tumble dryer balls that claim to reduce this, not sure if they work, I'm sure there was a thread on the DIY board about them. 

Yes - I was quite clear about cancelling under my consumer rights but they wouldn't budge.  Our previous dryer (also a Hoover) coped fine with bed sheets.  This is the same model but a 10kg version rather than the 9kg... progress.