CARPHONE WAREHOUSE/CURRYS ACTING IN BAD FAITH CHANGING PUBLISHED OFFERS AFTER ORDER.

willy614

I purchased a new Google Pixel 8 Pro on contract from Carphone Warehouse (review also added for them but all Comms and decisions have been from Currys as the parent company) taking advantage of a deal which clearly stated on their website £150 extra boost to any trade in phone. I called them the same day I ordered to check they would honour it as I would be ordering before the closing date but they wouldn't receive my phone until after and they agreed as long as I ordered they would process it.  I ordered the same day and took a photo of the screen just in case.

I duly received the trade in pack and sent off a fully working Samsung 21+ but with a cracked screen only got £40 for it (which I was fully aware of, making an informed decision because the extra £150 made it worthwhile) however didn't receive the extra money despite clicking all relevant boxes within the order at the time. 

There was no link or extra form to complete however when challenged they claim there was one (also nothing made clear on the order screen and nothing sent with trade in return pack, they claim to have sent an email but none received).

I have since spent a great deal of time and stress challenging this to be told, and I quote, 'Currys reserve the right to change amend or withdraw offers at any time' - I pointed out that's fine but not after I had ordered, and checked offer status by phone minutes before however they won't budge and won't pay.

I have been very reasonable and patient, giving them plenty of time but received nothing but excuses and conflicting contradicting information, with me expected to do all the running around and calling different depts with no customer service.

I will never use Currys or CPW for mobiles again and be wary using them for any offer, I strongly suggest anyone considering an online offer with either takes a photo or screenshot to prove it, although I did that and it made no difference (they even asked me to send them the photo to prove their own offer, initially denying it even existed!)

I have no doubt any response from them will try and counter above or give the usual excuses blaming me however I am now going to Ofcom and the CMA to deal.

jbrassy

Hold on - the deal says they will give you £150 for "any eligible handset". There's also an "i" button there which no doubt provides more information on the deal which you have not clicked or provided a screenshot of. 

You have mis-interpreted the deal by thinking you'll get £150 for any handset which it clearly does not say. Further, it seems you haven't read the T&Cs properly, otherwise you would have a screenshot of those. It might be in the T&Cs that the handset must be in good working order to get the £150. In which case a cracked screen wouldn't meet that condition.

Ofcom and the CMA won't deal with your complaint. Trading Standards are the people who deal with this stuff. However, they will want to see the full T&Cs to determine whether you are in the right or not.

southsidergs

Maybe read the FAQ's before having a moan. In what world did you think a cracked screen would get 150 anyway?

willy614

jbrassy said:

Hold on - the deal says they will give you £150 for "any eligible handset". There's also an "i" button there which no doubt provides more information on the deal which you have not clicked or provided a screenshot of. 

You have mis-interpreted the deal by thinking you'll get £150 for any handset which it clearly does not say. Further, it seems you haven't read the T&Cs properly, otherwise you would have a screenshot of those. It might be in the T&Cs that the handset must be in good working order to get the £150. In which case a cracked screen wouldn't meet that condition.

Ofcom and the CMA won't deal with your complaint. Trading Standards are the people who deal with this stuff. However, they will want to see the full T&Cs to determine whether you are in the right or not.

If you see the deal it is actually £150 EXTRA on top.of the trade in amount, Ts and C's confirmed this and I also checked verbally so I haven't misinterpreted it, thanks for the steer to trading standards though, hadn't thought about them (since the post Currys have also lied to me in posts, which I have kept, and promised contact within 48hrs but with none in 2 weeks - really wish I hadn't used them, or looked up their well deserved 1.5 rating on Trust Advisor first)

willy614

southsidergs said:

Maybe read the FAQ's before having a moan. In what world did you think a cracked screen would get 150 anyway?

Maybe read my post and screenshot before getting on your high horse?

I knew I would only get £40 for the cracked screen Samsung 21+ and made that informed decision because it would activate the EXTRA £150 boost under the promotion (when trading in any qualifying phone, of which mine was).

I complied with all Ts and C's and checked verbally by phone, thanks for the I'll informed rant though

willy614

Just for anyone else stumbling across this when perhaps researching CPW (as I should have!) - since this post Currys have lied to me, claimed contact was made when I can prove it wasn't (phone logs) and also shown complete incompetence and contradiction in their comms.

Hopefully you will have seen their well deserved 1.5 rating on Trust Pilot - I certainly won't use them again and would warn others to look elsewhere, especially if someone else is matching the offer

ballyblack

Google the maker of the phone was offering this same deal at this time.

Why did you not go with them? rather than CPW which I try to avoid