Currys - 1 Hour Collection changed to 3-5 Day Delivery after payment.

I need a carpet cleaner today, Currys stated that my local store had the item for collection within 1 hour so I placed the order.


After the order was placed I had the order confirmed page (Which I still have open on my mobile browser tab) showing collection within 1 hour.



I then received an email stating delivery 3-5 working days.

Confused I tried to use their webchat and kept getting told I was wrong and I placed an order for delivery.  Despite me telling them I certainly didn't and I need the item today he kept telling me I was wrong and I would have to cancel and re-order.

I gave up and phoned them to be told the store doesn't have any stock and I'd have to wait 5 days.

The money has been taken, I don't have another £199.99 in my account to buy it elsewhere because Currys took it and I need to wait 3-5 days for a refund, or 3-5 days for delivery.

How can they enter into a contract, promise a service, take the money and then fail to deliver?

How do I proceed now with a complaint? According to the phone call I just had they are aware of the issues today and it's affecting multiple people.

Comments

  • Penguin_
    Penguin_ Posts: 1,572 Forumite
    Fifth Anniversary 1,000 Posts Name Dropper
    Maybe someone bought the last one just as you were placing your order?
  • Penguin_ said:
    Maybe someone bought the last one just as you were placing your order?

    I did wonder that but they said it's a system issue today and it's happening to a lot of people. I'll just ask for a refund and shop elsewhere.  Annoying that you can't even trust the website now to be correct.
  • Grumpy_chap
    Grumpy_chap Posts: 17,945 Forumite
    Part of the Furniture 10,000 Posts Name Dropper Combo Breaker
    veelsie said:
    Penguin_ said:
    Maybe someone bought the last one just as you were placing your order?

    I did wonder that but they said it's a system issue today and it's happening to a lot of people. I'll just ask for a refund and shop elsewhere.  Annoying that you can't even trust the website now to be correct.
    Well, I think it is reasonable that the website is not 100%.
    The system looks at inventory as per computer.
    You place order.
    Someone in the store then goes to get the item and discovers a stock discrepancy.
    Your order has to be amended to 3-5 days.  You cannot collect what is not physically there.

    If you need a carpet washer today, can you cancel the order at Currys and hire a unit instead?
  • veelsie said:
    Penguin_ said:
    Maybe someone bought the last one just as you were placing your order?

    I did wonder that but they said it's a system issue today and it's happening to a lot of people. I'll just ask for a refund and shop elsewhere.  Annoying that you can't even trust the website now to be correct.
    Well, I think it is reasonable that the website is not 100%.
    The system looks at inventory as per computer.
    You place order.
    Someone in the store then goes to get the item and discovers a stock discrepancy.
    Your order has to be amended to 3-5 days.  You cannot collect what is not physically there.

    If you need a carpet washer today, can you cancel the order at Currys and hire a unit instead?

    I've managed to get them to cancel it and a family friend is going to help.  Thank you :)
  • Aylesbury_Duck
    Aylesbury_Duck Posts: 15,517 Forumite
    Part of the Furniture 10,000 Posts Name Dropper
    veelsie said:
    I need a carpet cleaner today, Currys stated that my local store had the item for collection within 1 hour so I placed the order.

    After the order was placed I had the order confirmed page (Which I still have open on my mobile browser tab) showing collection within 1 hour.


    I then received an email stating delivery 3-5 working days.

    Confused I tried to use their webchat and kept getting told I was wrong and I placed an order for delivery.  Despite me telling them I certainly didn't and I need the item today he kept telling me I was wrong and I would have to cancel and re-order.

    I gave up and phoned them to be told the store doesn't have any stock and I'd have to wait 5 days.

    The money has been taken, I don't have another £199.99 in my account to buy it elsewhere because Currys took it and I need to wait 3-5 days for a refund, or 3-5 days for delivery.

    How can they enter into a contract, promise a service, take the money and then fail to deliver?

    How do I proceed now with a complaint? According to the phone call I just had they are aware of the issues today and it's affecting multiple people.

    Technically, they haven't breached the contract or failed to deliver what they said.   They didn't state it would be ready for collection within an hour, they said it would be ready for collection in as little as an hour.  3-5 days doesn't contradict that.

    I do agree it's slightly misleading, though.
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