Mobile.co.uk not honouring Curry's voucher offer

ACC_B

Following the advice in the weekly email of June 24, I bought a Pixel 9a from Mobile.co.uk.

The deal included a £50 Currys voucher, to be sent 'between 18/7/2025 and 17/8/2025', as my order was completed on 10 July.

Over the past week I've had online chats with Mobile.co.uk to find out why the voucher hasn't been sent, and when it will.

The best they can tell me is 

"...we have been informed that there has been some delay with the gift cards and an escalation has been sent on the 23rd of August the last time you spoke with us. There is no update as yet as it takes 3-5 working days for an update to be provided." 

and

"...as mentioned above the gifting team have only advised that there has been a delay with the gift cards and we have sent an escalation. As of now we need to wait for an update, the gift cards are not sent by the customer service team it's sent by the department we have escalated to and we are currently waiting for an update from them."

and when I asked that they put me in contact with "the gifting team";

"The gifting team does not have direct contact with customers, we will have discussion regarding that once the query has been resolved."

What are my rights here?

It's very irritating, because I don't often want or need to buy from Currys, but there is a price dro on an item I'd like to buy - but only if I can use this voucher to reduce the cost; and if the voucher had arrived on time, I'd have completed the purchase by now.

Thanks for replies,
AB

powerful_Rogue

Letter before action then a claim via the small claims court.

Will take quite a lenghty period of time.

Personally? Just wait. They said there has been a delay so just hold tight.

born_again

ACC_B said:

Following the advice in the weekly email of June 24, I bought a Pixel 9a from Mobile.co.uk.

The deal included a £50 Currys voucher, to be sent 'between 18/7/2025 and 17/8/2025', as my order was completed on 10 July.

Over the past week I've had online chats with Mobile.co.uk to find out why the voucher hasn't been sent, and when it will.

The best they can tell me is 

"...we have been informed that there has been some delay with the gift cards and an escalation has been sent on the 23rd of August the last time you spoke with us. There is no update as yet as it takes 3-5 working days for an update to be provided." 

and

"...as mentioned above the gifting team have only advised that there has been a delay with the gift cards and we have sent an escalation. As of now we need to wait for an update, the gift cards are not sent by the customer service team it's sent by the department we have escalated to and we are currently waiting for an update from them."

and when I asked that they put me in contact with "the gifting team";

"The gifting team does not have direct contact with customers, we will have discussion regarding that once the query has been resolved."

What are my rights here?

It's very irritating, because I don't often want or need to buy from Currys, but there is a price dro on an item I'd like to buy - but only if I can use this voucher to reduce the cost; and if the voucher had arrived on time, I'd have completed the purchase by now.

Thanks for replies,
AB

Gifting team will odds on be a 3rd party company. That do not have a customer facing team. Check your T/C for this.

In reality all you can is wait it out for now. If there is a known delay, then nothing you can do to force the issue. 

fishface1234

Hi ACC_B,

Did you get anywhere with this? I'm in exactly the same position, so I contacted MSE via their dedicated email address voucherhelp@moneysavingexpert.com and was told to open a case on Resolver, which I did.

The latest message I've had from mobiles.co.uk is, to paraphrase, "sorry but the offer was subject to availability and although you've met all the criteria, we're not sending vouchers out any more". That's despite my giving dates of contacts via phone and online chat (which thankfully I did save the transcripts of). 

I'm curious how widespread this practice is -- two things are for certain though: I won't be buying anything from mobiles.co.uk ever again, nor will I take up MSE 'offers' of this kind. I'm incredibly disappointed at how MSE have simply washed their hands of the matter, especially since they originally made such a song and dance of the offer in their weekly newsletter, even going so far as to calculate the equivalent monthly cost of the 2 year contract taking account of the £50 voucher.

Fingers crossed for you ACC_B, and if you can let me know how you get on, I'll do the same.