Currys' Customer Service.

Ergates

spb1966 said:

What are my rights here? Do Currys' have to refund / replace in the 14day cooling off period regardless? Is it unreasonable for them to refuse to refund / replace because i changed my mind after installation when finding it doesn't have a very  basic (in my opinion) feature that you can't discover until it's installed?
Thank you in advance of any replies.

You do have the right to a refund, but I expect the deduction for "excessive handling" that Currys can take would be not-insignificant.  Probably the difference between what you'd pay for a new oven vs a 2nd hand one.

One possible get-out clause would be if Currys have stuffed up the info they give about your rights to return goods in their terms and conditions - as that negates a lot of the retailer rights.

the_lunatic_is_in_my_head is the resident expert in finding flaws with companies Ts&Cs

oldagetraveller1

Electrolux electric fan oven/gas hob. Once the oven is on, and the thermostat set, both illuminate. When the set temperature is reached the amber light goes out - rinse and repeat as the temperature inside the oven fluctuates.

Yes, it needs a clean!

cmthephoenix

This is a change of mind return under the 14 day cooling off period for online purchases, there is no fault or mis-description, it's a feature that a lot of electirc ovens have but not all.

I've always understood change of mind return to mean, purely from previous discussions on here:
1) If you arrange a return to them, having pre-notified them you are cancelling, then they are entitled to make a reasonable deduction for any and all signs of use - this does not include destruction of the original packaging.
2) If you want them to collect it then they would have to do so as it is a bulky item but they are entitled to make reasonable charges for this that they have notified you about.
3) If it's a built in oven I've never seen anything to say the seller/original installer has to remove the oven and so if that's required there may well be a significant charge for the provision of a competent person to do so.

In all circumstances they may well be a charge far in excess of purchasing a more accurate temperature sensor with alarm, and they can even notify you on your phone so that you don't have to stick around the kitchen. That would be what I would choose to do, although personally I prefer gas and don't have an oven ready light anyway.

spb1966

I have looked through the book again and there is a statement that says "make sure you wait until the oven has been preheated thoroughly {the pilot lamp will turn off}'
I rang the manufacturer again and they confirmed it didn't have one. 
Anyone reading the book would be correct in assuming it has a pilot light but until you switch it on you can't tell whether it does or doesn't. 
Apparently if it had one {some other models do} then it is located above the temp knob.
There is a "dot" above the knob underneath a small thermometer icon on mine which I'm told that's where it would be. 
I'm curious about the commenters that don't realise ovens have or need this function.
How do you know when your oven is ready?
Also it's not a cheap cooker at £800.

powerful_Rogue

spb1966 said:

I have looked through the book again and there is a statement that says "make sure you wait until the oven has been preheated thoroughly {the pilot lamp will turn off}'
I rang the manufacturer again and they confirmed it didn't have one. 
Anyone reading the book would be correct in assuming it has a pilot light but until you switch it on you can't tell whether it does or doesn't. 
Apparently if it had one {some other models do} then it is located above the temp knob.
There is a "dot" above the knob underneath a small thermometer icon on mine which I'm told that's where it would be. 
I'm curious about the commenters that don't realise ovens have or need this function.
How do you know when your oven is ready?
Also it's not a cheap cooker at £800.

If you purchased this oven on the presumption it had this function and it wasn't mentioned in any description, then the fact it's in the instruction book still doesn't mean it was miss described.

Does the instruction book also apply to other similar ovens? Same as with cars, same make and model but different features.

Prior to having an oven which sends a notification to my phone to say it's pre-heated, i'd just turn it on for 5 minutes.

born_again

spb1966 said:

I have looked through the book again and there is a statement that says "make sure you wait until the oven has been preheated thoroughly {the pilot lamp will turn off}'
I rang the manufacturer again and they confirmed it didn't have one. 
Anyone reading the book would be correct in assuming it has a pilot light but until you switch it on you can't tell whether it does or doesn't. 
Apparently if it had one {some other models do} then it is located above the temp knob.
There is a "dot" above the knob underneath a small thermometer icon on mine which I'm told that's where it would be. 
I'm curious about the commenters that don't realise ovens have or need this function.
How do you know when your oven is ready?
Also it's not a cheap cooker at £800.

have you got a link to the currys site for the item?
Or which cooker it is.
So we can see if it is mentioned on currys site 👍

maman

cmthephoenix said:

I've always understood change of mind return to mean, purely from previous discussions on here:
1) If you arrange a return to them, having pre-notified them you are cancelling, then they are entitled to make a reasonable deduction for any and all signs of use - this does not include destruction of the original packaging.

That's not been my experience. ☹️

I bought a Bosch built under double oven from Howdens. We weren't able to view it beforehand as none was available in the showroom. We bought it based on the description that it was 'suitable for large families and dinner parties'. When our builder unpacked it and we opened the door, it was obviously not suitable. There was only a 6 inch (150mm) clearance between the bottom shelf of the main oven and the elements at the top.

This was in November and I knew there was no way a turkey or a large casserole dish would fit. 

Howdens refused to accept a return and refund because the builder had disposed of the packaging even though the oven was unused. 

I was left with no choice but to replace it at my own expense and sell the original on ebay. 

It seems to be industry standard to list the capacity of an oven but not the internal dimensions. 

Howdens argued that what constitutes a family meal is subjective. So, if you're happy to serve your family and guests oven chips and pizza then the oven is fine! 🤣

I know it doesn't help the OP but, for others reading the thread, I'd advise that you don't buy an oven unseen and think exactly what your needs are before purchase. 

TheSpectator

maman said:

cmthephoenix said:

I've always understood change of mind return to mean, purely from previous discussions on here:
1) If you arrange a return to them, having pre-notified them you are cancelling, then they are entitled to make a reasonable deduction for any and all signs of use - this does not include destruction of the original packaging.

That's not been my experience. ☹️

I bought a Bosch built under double oven from Howdens. We weren't able to view it beforehand as none was available in the showroom. We bought it based on the description that it was 'suitable for large families and dinner parties'. When our builder unpacked it and we opened the door, it was obviously not suitable. There was only a 6 inch (150mm) clearance between the bottom shelf of the main oven and the elements at the top.

This was in November and I knew there was no way a turkey or a large casserole dish would fit. 

Howdens refused to accept a return and refund because the builder had disposed of the packaging even though the oven was unused. 

I was left with no choice but to replace it at my own expense and sell the original on ebay. 

It seems to be industry standard to list the capacity of an oven but not the internal dimensions. 

Howdens argued that what constitutes a family meal is subjective. So, if you're happy to serve your family and guests oven chips and pizza then the oven is fine! 🤣

I know it doesn't help the OP but, for others reading the thread, I'd advise that you don't buy an oven unseen and think exactly what your needs are before purchase. 

Unless you are in the trade you didn't buy from Howdens but went through your builders trade account with them?

maman

That's technically true @The Spectator but that wasn't the issue. The issue IMO was that the oven wasn't as described in their brochure.

We dealt directly with the kitchen designer and we were going to be using the oven. If the only problem had been that any refund went through the builder's account then I'd have been a satisfied customer. 😊

Grumpy_chap

maman said:

That's technically true @The Spectator but that wasn't the issue. The issue IMO was that the oven wasn't as described in their brochure.

We dealt directly with the kitchen designer and we were going to be using the oven. If the only problem had been that any refund went through the builder's account then I'd have been a satisfied customer. 😊

But that case is different from the OP.
Your consumer rights were between you and the builder.
The builder has no consumer rights with Howdens.