Paid c£500 to Currys and goods given to someone else, Currys refusing to help

WorkHealth

Ordered a coffee machine from Currys c £500 and husband went to collect it and was told someone else had collected it (they have refused to give details or check CCTV and no-one else has my details and not us). They also added we now have finance on our account, again not us. No other issues with bank. Paid by debit card. 

Currys do not care. Store just shrugged shoulders and said nothing they can do and tough. Multiple webchats and phone calls but cannot get through to anyone who will help. No way to phone or email branch. No complaints number, well a number but no option for complaints and that number they just say someone will help in 24/48 hours and no-one gets in touch. Tried police, action fraud, but saying a consumer matter and said try Citizens advice. Tried Trading standards and bounces back. Regular buyer from there. Any ideas what can do? Is it a small claims court job? 

DE_612183

charge back via debit card?

Mark_d

Formal written complaint and once that process is over, you go to small claims court.  Based on previous experience with Currys they'll settle once they receive the court summons.

Aylesbury_Duck

Sounds like an obvious chargeback, given you have acknowledgement from Currys that you haven't received what you paid for.

born_again

Aylesbury_Duck said:

Sounds like an obvious chargeback, given you have acknowledgement from Currys that you haven't received what you paid for.

Ordered a coffee machine from Currys c £500 and husband went to collect it and was told someone else had collected it (they have refused to give details or check CCTV and no-one else has my details and not us). They also added we now have finance on our account, again not us. No other issues with bank. Paid by debit card. 


Sadly while desk have said that, when a chargeback goes in the dept dealing (not store) will just look, see item was picked up & could easily decline chargeback.

I struggling a bit as to how the order could be given to someone else, given they usually need order confirmation details before releasing goods. Especially as the payment method was different as well.

WorkHealth

Thanks very much - I will try chargeback but worry it will be declined if Currys say collected but worth a try, have to wait 14 days before bank will consider. Unfortunately nothing in writing from Currys to say we haven't got it and their systems say wrongly we have. I don't know how anyone else could have collected it, unless they got into my e-mail as their emails contain all the information needed but never had an issue before and no issue with anything else. I would guess its either just been wrongly marked as collected or internal but hard to prove. The finance thing is even more baffling. Still no-one calling back. Think we might try going to store again but really need someone like store manager but they have been informed and told to call us 2 days ago so not looking hopeful. I have established it will have come out of store stock. If that fails, which is likely given they aren't checking cctv or stock levels, think it'll be the letter and small claims court route though will try chargeback but have a feeling chargeback gets rejected if store says someone collected. But might have a chance as been with bank for years. One odd thing was receipt came through straightaway and normally comes through when you collect. 

HampshireH

WorkHealth said:

Thanks very much - I will try chargeback but worry it will be declined if Currys say collected but worth a try, have to wait 14 days before bank will consider. Unfortunately nothing in writing from Currys to say we haven't got it and their systems say wrongly we have. I don't know how anyone else could have collected it, unless they got into my e-mail as their emails contain all the information needed but never had an issue before and no issue with anything else. I would guess its either just been wrongly marked as collected or internal but hard to prove. The finance thing is even more baffling. Still no-one calling back. Think we might try going to store again but really need someone like store manager but they have been informed and told to call us 2 days ago so not looking hopeful. I have established it will have come out of store stock. If that fails, which is likely given they aren't checking cctv or stock levels, think it'll be the letter and small claims court route though will try chargeback but have a feeling chargeback gets rejected if store says someone collected. But might have a chance as been with bank for years. One odd thing was receipt came through straightaway and normally comes through when you collect. 

If they are claiming you have finance then they need to provide you a copy of the finance agreement.

Have they done that? 

WorkHealth

No they haven't given any proof of anything and nothing through to phone or e-mail. They are just ignoring everything just keep getting hope you are having a great day and be patient. Then surveys of how you rate Currys. I do wonder if they have Christmas or new staff in who haven't a clue what they are doing but its sorting it out when they don't seem to care. 

BlueonBlue

I made a appointment in person with my bank to do a chargeback then simply told the chap exactly what happened .
I did it in person at a Barclays branch after using my Barclaycard .
Took some of my time but was very easy .

Its seems a good reason to use a high street bank/bricksandmortar credit card 

user1977

WorkHealth said:

I do wonder if they have Christmas or new staff in who haven't a clue what they are doing

Or who are giving early presents to their pals...

Silver_Shark

I recently picked up a new printer that I had ordered and all I was asked for was my name and the order number.

I was not asked for what was supposedly required namely the last 4 digits of the debit/credit/gift card(s) I paid with or the barcode in the email.