Currys - Flexpay and Northern Ireland

Palindromicbob

I've often browsed the forum but until now I've felt no reason to post. Hopefully this is OK to ask and it's a bit of a crazy situation I've found for my first post.  

I ordered a laptop from Currys on the 9th November and changed my mind before dispatch, but couldn't cancel online. The return process has since been highly problematic:

1. In-store return (which Webchat service had first advised) was refused due to not being able to process it in-store because of the Finace option being used to pay. 
2. Since then, four failed collections by DPD that Currys organized. Someone was at home for the collection windows I was provided with.  
3. I was eventually advised to use DPD drop-off, but given incorrect information (Czech Republic locations)
4. They also couldn't provide clear guidance on required paperwork to protect me.
5. They still couldn't inform me of any drop-off points that would accept the item for return.  

I've written to Currys' Customer Experience Team and even emailed the Business Support team in the hope they could forward it to relevant deptartment. On the guidance of Consumerline I've also now informed Creation Finance about the issues. 

My first payment is due on December 13th, and I'm concerned about potential pressures for needing to cover a now unplanned payment until it's resovled.  

Any ideas on where I might stand or how I should proceed? I have to allow until next week for a response to my letter.  I'm pretty sure that because I started the return within 14 days I'm covered via Distant Selling but would this still be protecting me? 

DullGreyGuy

Palindromicbob said:

I've written to Currys' Customer Experience Team and even emailed the Business Support team in the hope they could forward it to relevant deptartment. On the guidance of Consumerline I've also now informed Creation Finance about the issues. 

Business Support? Is this a business or consumer purchase?

born_again

Palindromicbob said:

I've often browsed the forum but until now I've felt no reason to post. Hopefully this is OK to ask and it's a bit of a crazy situation I've found for my first post.  

I ordered a laptop from Currys on the 9th November and changed my mind before dispatch, but couldn't cancel online. The return process has since been highly problematic:

1. In-store return (which Webchat service had first advised) was refused due to not being able to process it in-store because of the Finace option being used to pay. 
2. Since then, four failed collections by DPD that Currys organized. Someone was at home for the collection windows I was provided with.  
3. I was eventually advised to use DPD drop-off, but given incorrect information (Czech Republic locations)
4. They also couldn't provide clear guidance on required paperwork to protect me.
5. They still couldn't inform me of any drop-off points that would accept the item for return.  

I've written to Currys' Customer Experience Team and even emailed the Business Support team in the hope they could forward it to relevant deptartment. On the guidance of Consumerline I've also now informed Creation Finance about the issues. 

My first payment is due on December 13th, and I'm concerned about potential pressures for needing to cover a now unplanned payment until it's resovled.  

Any ideas on where I might stand or how I should proceed? I have to allow until next week for a response to my letter.  I'm pretty sure that because I started the return within 14 days I'm covered via Distant Selling but would this still be protecting me? 

So is this a business purchase?

Palindromicbob

It is retail but having already gone round in circles through the retail support channels. They seem to offer no alternatives to retail customers outside of telephone (no solid record) or webchat which appears to be managed by an external contractor.  As well as sending a letter I sent same via email to the business account in the hope to appeal to someone better judgement and try to direct my concerns internally. Basically just a desperate attempt to get help. 😞

Palindromicbob

Just a quick update. It seemed to work because I got a response quicker than expected from the snail mail complaint.  Hopefully in process of being resolved and collection attempt 5 was successful (if 3 hours after the 9-1pm window I was told) A ridiculously difficult experience.  Probably a warning for any Northern Irish customers as I think a big part of this issue is related to Brexit and Currys has structured their systems.