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

go_lucky_gardener

prowla said:

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.

I could not agree with you more, its turned out to be a miserable buying experience, I  also did not receive the computer I ordered and paid for, I also received a lesser spec model, all sounds very familiar sadly, I have spent weeks contacting them with no resolution, Finally in desperation lodged a refund through Pay Pal. Thanks for sharing your experience

go_lucky_gardener

As I promised  I would, update the thread on my seemingly never ending attempt to get Currys to admit their error and resolve the matter, On Friday 23rd aug I received an email from someone by the name Karl from customer services who appears to be a country mile behind the curve, as I have stated to him the case was escalated, please see my reply to him

Dear Customer Service Team,

For your information this case was escalated and I was contacted by someone named Leah on the15th aug 2024 at 15.42 bst please find enclosed attachments of proof, during that conversation Leah assured me she would contact me on the17th aug 2024 as she was off work on the 16th aug 2024 Sadly I have not heard off Leah since, Could I suggest you communicate with your colleagues in Currys customer for life team you may have more luck than I have had? (Hopefully)

Regards,

Don't know if this will achieve anything useful or not?? Time will tell

born_again

After nearly a month. I would have been in a store by now to sort the issue.

Hoenir

born_again said:

After nearly a month. I would have been in a store by now to sort the issue.

Seems the optimal solution. 

photome

born_again said:

After nearly a month. I would have been in a store by now to sort the issue.

So would I and has been suggested to the Op a couple of times with no response

mr_stripey

You're definitely over complicating things. Just take it back to a Currys store and get it swapped, or refunded.

Unless you actually relish a long drawn out struggle with Curry's customer service team?

go_lucky_gardener

Taking it back to store would be a great solution, Problem is the purchase was made online, trust me this as already been discussed, but not an option Currys have offered as the case is still being investigated, I could not have made it any less complicated, The facts are I purchased  a computer from Currys they sent me a lesser cheaper model, The complication is from Currys because they claim i received the correct computer, That's where the complication is, That's why i have sent them all the information that you can see in my thread which clearly proves their error. To me i assumed they would realise they made the error and rectify it,  No not that simple, Believe me i have far better things to do than chase Currys customer services/complaints, All i can say is to Currys get your act together this isn't rocket science. Thanks to MSE Forum members for your suggestions i know you mean well, i just hope you never have to access the Currys complaints procedure

Jenni_D

Why not try to return in store? The online chat might have said this isn't possible ... that doesn't necessarily mean it isn't possible.  

Edit: it IS possible: https://www.currys.co.uk/terms-conditions.html

If you purchased online, you can return your item within 30 days even if you have opened it for inspection. It must be returned as new and where possible, in its original packaging. If you purchased in store, you can return your item within 30 days in its unopened and sealed packaging along with proof of purchase (excludes connected products with airtime, such as a mobile phone, sim contract or broadband connection). Returns policies for connected products differ by network. You can change or cancel your contract with ID within 14 days of purchase. You are not able to change or cancel your contract with Vodafone.

Following The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations, we will accept items back even if you have opened the goods to inspect them. You are entitled to a refund as long as you inform us of your decision to cancel within 14 calendar days from the day after delivery of the goods. You can examine the goods as you would in a shop but to obtain a full refund you must not start using them, install them or input any data/software. The goods must be in an ‘as new’ condition and returned in the original, undamaged packaging, along with any accessories and free gifts received with them. DVDs, CDs, memory cards and software packaging discs must still be sealed. If you want to return a Software Product Activation Key card which is not faulty, the silver strip on the back of the card must be fully intact as new.

lookbook

DullGreyGuy said:

Presumably you spotted the mistake as soon as you opened it rather than after several days of use?

Why not just start the online order cancellation process and return it as "wrong item received"?

That would be the quickest route. 

Okell

Jenni_D said:

Why not try to return in store? The online chat might have said this isn't possible ... that doesn't necessarily mean it isn't possible.  

Edit: it IS possible: https://www.currys.co.uk/terms-conditions.html

If you purchased online, you can return your item within 30 days even if you have opened it for inspection. It must be returned as new and where possible, in its original packaging. If you purchased in store, you can return your item within 30 days in its unopened and sealed packaging along with proof of purchase (excludes connected products with airtime, such as a mobile phone, sim contract or broadband connection). Returns policies for connected products differ by network. You can change or cancel your contract with ID within 14 days of purchase. You are not able to change or cancel your contract with Vodafone.

Following The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations, we will accept items back even if you have opened the goods to inspect them. You are entitled to a refund as long as you inform us of your decision to cancel within 14 calendar days from the day after delivery of the goods. You can examine the goods as you would in a shop but to obtain a full refund you must not start using them, install them or input any data/software. The goods must be in an ‘as new’ condition and returned in the original, undamaged packaging, along with any accessories and free gifts received with them. DVDs, CDs, memory cards and software packaging discs must still be sealed. If you want to return a Software Product Activation Key card which is not faulty, the silver strip on the back of the card must be fully intact as new.

Sorry, but that doesn't say that you can return online purchases instore, does it?

Personally I'd have thought trying to return an online purchase from Currys to a store** would be a waste of time and effort - and I'm not as anti-Currys as many people are!

lookbook said:

DullGreyGuy said:

Presumably you spotted the mistake as soon as you opened it rather than after several days of use?

Why not just start the online order cancellation process and return it as "wrong item received"?

That would be the quickest route. 

Assuming the OP hasn't already tried to do this then, yes, I'd have thought this was the obvious thing to do.


**Completely off-topic but we have a Nike outlet store locally.  I was surprised to be told that you could return online purchases instore.  They have separate shelf space allocated to online returns.

I also returned a pair of cross-trainers to them that I'd bought instore and was surprised - no, amazed - when they processed the return without looking at the shoes at all.  They didn't even open the box to make sure they were in there, let alone see what condition they were in...