Currys deliver wrong computer and refuse to admit it`s their error.....Help!

go_lucky_gardener

Still no communication from Currys customers service complaints, it is now over a week since i was promised a call back by Leah, customers service rep.
But Currys were informed of their order error three weeks ago via their key board chat, to which they kept saying case closed, you have received the item you ordered.

 

Please see my order confirmation and product discription from Currys.

This is the product i received.


This is the wrong computer sent by Currys.

I am bewildered by Currys customers services/complaints are not trying to resolve their obvious error. 
I have spoke to colleagues and friends about this problem, who are just as surprised and shocked by Currys poor response and most suggested that i lodge a full refund through Paypal which i have now started.
It it disappointing to see a company the size of Currys seemingly unable to sort out such a simple error on their part.
I will keep the thread updated until conclusion(hopefully), thanks to anyone on Money Saving Expert Forum who have made useful and positive suggestions. 
Thanks for taking the time to read my thread.

Exodi

Have you tried calling Currys at all since they promised to call you last Saturday? Did I read that right, it's been 3 weeks now?

If it had been me, I would have probably drove up to the store the same day and requested a replacement/refund there and then. I think if I had decided to call them I would have been calling them back on Sunday or Monday instead of leaving it a week.

I'd imagine you're reluctance to contact them again and now opening a case through Paypal has just conflated the problem and complicated what was originally a simple and easy to solve issue. Currys are now going to be reluctant to engage with you directly as you have a refund case open against them, likewise Paypal is going to have trouble agreeing to issue you a refund while you are have their laptop in your possession (albeit the wrong one). 

This will be a muddle to fix now and shows why you don't take this sort of advice from your mates down the pub...

Ergates

go_lucky_gardener said:

Still no communication from Currys customers service complaints, it is now over a week since i was promised a call back by Leah, customers service rep.
But Currys were informed of their order error three weeks ago via their key board chat, to which they kept saying case closed, you have received the item you ordered.

 

Please see my order confirmation and product discription from Currys.

This is the product i received.


This is the wrong computer sent by Currys.

I am bewildered by Currys customers services/complaints are not trying to resolve their obvious error. 
I have spoke to colleagues and friends about this problem, who are just as surprised and shocked by Currys poor response and most suggested that i lodge a full refund through Paypal which i have now started.
It it disappointing to see a company the size of Currys seemingly unable to sort out such a simple error on their part.
I will keep the thread updated until conclusion(hopefully), thanks to anyone on Money Saving Expert Forum who have made useful and positive suggestions. 
Thanks for taking the time to read my thread.

You've not phoned them back this week at all?   Why?

Asking for a refund from Paypal probably won't work as Currys have confirmation of delivery.  Moreover - you have *a* computer from them which will need to be returned - you can't have both.

Your best option is to chase up with customer services.

the_lunatic_is_in_my_head

Ergates said:

Asking for a refund from Paypal probably won't work as Currys have confirmation of delivery.  Moreover - you have *a* computer from them which will need to be returned - you can't have both.

Paypal offer buyer protection for SNAD which will require the return of the goods, typically at OP's expense which is why it's probably best to try and deal with Currys as they should be paying any return costs (unless picked up in store as click and collect). 

Unless OP used a Paypal debit card and is referring to a chargeback which will also likely require return at OP's expense or perhaps it's a Paypal credit card and OP is looking at S75?

OP best bet is to Googe CEO email, search that site for Currys and use the email contact there, they might take a little while to reply but will likely get this sorted. 

Ergates

the_lunatic_is_in_my_head said:

OP best bet is to Googe CEO email, search that site for Currys and use the email contact there, they might take a little while to reply but will likely get this sorted. 

Do they even need to go that far?  OP hasn't chased up on the customer services call *at all* - wouldn't that be a simpler step 1?

Alderbank

If you think that would be simpler perhaps you do not have much experience of Currys' first line customer service?

prowla

The mistake was in buying from Currys. I bought some items a couple of years ago and they sent me a lesser model; I returned them and they sent a replacement which I picked up at the store and it was again the lesser model, so I refused it there and said to return it. They then went through some verification & fraud checks and I eventually got the refund a month or two later. I've not bought from them since. Just get a refund and take your business elsewhere.

the_lunatic_is_in_my_head

Ergates said:

the_lunatic_is_in_my_head said:

OP best bet is to Googe CEO email, search that site for Currys and use the email contact there, they might take a little while to reply but will likely get this sorted. 

Do they even need to go that far?  OP hasn't chased up on the customer services call *at all* - wouldn't that be a simpler step 1?

Up to them I guess, if there is a CEO contact I rarely bother with normal CS (I also rarely have issues so have no need to contact either except the odd occasion ). 

go_lucky_gardener

Alderbank said:

If you think that would be simpler perhaps you do not have much experience of Currys' first line customer service?

Thanks for your comment really appreciated, I don't think people are aware just how difficult it is to deal with Currys customer service or complaints. I thought it was plain to see their error, how mistaken was I, weeks of contacting them with no resolution Thanks again for sharing your experience.

photome

Have you called them back yet?  Could you go to a store