Cancelled Currys order - no confirmation, next steps?

Emerald_Hitman

Hi all, 

Hoping someone might be able to provide some direction.

I had been awaiting the release of the Xbox ROG Asus Ally X. It was released about 0100 on 26/09, and I went to the Currys website to place an order. 

When I woke up in the morning and checked the order, I realised I had ordered a similar but different device (the ROG Asus Ally X), which was priced the same (£799). I rang the Currys support line as soon as it opened and asked to cancel. I was advised it had been cancelled and as the funds had only been 'ringfenced', they would not be taken. I was also told I would recieve email confirmation. 

Having not received email confirmation, i rang back to confirm it had been cancelled and was advised it had been. 

On Saturday 27/09, the funds were taken from my account, still with no contact from Currys since the initial order confirmation in the early hours of 26/01. 

I rang again on Monday 29/09, to question this and was told that it had been cancelled but the fund were always going to be taken but the refund request had already been processed so 3-5 working days from the money being taken, it would be back in my account. I asked if I could receive this in an email and was advised they could not do this. 

Fast forward to today, I have heard nothing. I'm trying to figure out how to proceed. I'm loathe to be angry on the phone with advisors as it's not thier fault. Should I contact my bank to reverse the transaction (it was a credit card purchase), contact them again and say I'll be pursuing through trading standards or is there a better route? I'm holding off on ordering the correct product until this is resolved and honestly, I'm in no rush to deal with Currys again, having not used them in a long time thanks to utter rubbish service many years ago.

Thanks in advance for nay advice folk might have. 

born_again

Emerald_Hitman said:

Hi all, 

Hoping someone might be able to provide some direction.

I had been awaiting the release of the Xbox ROG Asus Ally X. It was released about 0100 on 26/09, and I went to the Currys website to place an order. 

When I woke up in the morning and checked the order, I realised I had ordered a similar but different device (the ROG Asus Ally X), which was priced the same (£799). I rang the Currys support line as soon as it opened and asked to cancel. I was advised it had been cancelled and as the funds had only been 'ringfenced', they would not be taken. I was also told I would recieve email confirmation. 

Having not received email confirmation, i rang back to confirm it had been cancelled and was advised it had been. 

On Saturday 27/09, the funds were taken from my account, still with no contact from Currys since the initial order confirmation in the early hours of 26/01. 

I rang again on Monday 29/09, to question this and was told that it had been cancelled but the fund were always going to be taken but the refund request had already been processed so 3-5 working days from the money being taken, it would be back in my account. I asked if I could receive this in an email and was advised they could not do this. 

Fast forward to today, I have heard nothing. I'm trying to figure out how to proceed. I'm loathe to be angry on the phone with advisors as it's not thier fault. Should I contact my bank to reverse the transaction (it was a credit card purchase), contact them again and say I'll be pursuing through trading standards or is there a better route? I'm holding off on ordering the correct product until this is resolved and honestly, I'm in no rush to deal with Currys again, having not used them in a long time thanks to utter rubbish service many years ago.

Thanks in advance for nay advice folk might have. 

Transaction can not be reversed.
With no confirmation of refund. Best course of action is a chargeback for non receipt of goods.
But you will need to wait to do this, from date of debit. 15 days visa, 30 days Mastercard.

T/S can not do anything.

born_again

Emerald_Hitman said:

Hi all, 

Hoping someone might be able to provide some direction.

I had been awaiting the release of the Xbox ROG Asus Ally X. It was released about 0100 on 26/09, and I went to the Currys website to place an order. 

When I woke up in the morning and checked the order, I realised I had ordered a similar but different device (the ROG Asus Ally X), which was priced the same (£799). I rang the Currys support line as soon as it opened and asked to cancel. I was advised it had been cancelled and as the funds had only been 'ringfenced', they would not be taken. I was also told I would recieve email confirmation. 

Having not received email confirmation, i rang back to confirm it had been cancelled and was advised it had been. 

On Saturday 27/09, the funds were taken from my account, still with no contact from Currys since the initial order confirmation in the early hours of 26/01. 

I rang again on Monday 29/09, to question this and was told that it had been cancelled but the fund were always going to be taken but the refund request had already been processed so 3-5 working days from the money being taken, it would be back in my account. I asked if I could receive this in an email and was advised they could not do this. 

Fast forward to today, I have heard nothing. I'm trying to figure out how to proceed. I'm loathe to be angry on the phone with advisors as it's not thier fault. Should I contact my bank to reverse the transaction (it was a credit card purchase), contact them again and say I'll be pursuing through trading standards or is there a better route? I'm holding off on ordering the correct product until this is resolved and honestly, I'm in no rush to deal with Currys again, having not used them in a long time thanks to utter rubbish service many years ago.

Thanks in advance for nay advice folk might have. 

Transaction can not be reversed.
With no confirmation of refund. Best course of action is a chargeback for non receipt of goods.
But you will need to wait to do this, from date of debit. 15 days visa, 30 days Mastercard.

T/S can not do anything.

MattMattMattUK

Emerald_Hitman said:

Hi all, 

Hoping someone might be able to provide some direction.

I had been awaiting the release of the Xbox ROG Asus Ally X. It was released about 0100 on 26/09, and I went to the Currys website to place an order. 

The XBox Rog Ally X is not released until 16th October. Do you mean when Curry's opened pre-orders?

Emerald_Hitman said:

When I woke up in the morning and checked the order, I realised I had ordered a similar but different device (the ROG Asus Ally X), which was priced the same (£799). I rang the Currys support line as soon as it opened and asked to cancel. I was advised it had been cancelled and as the funds had only been 'ringfenced', they would not be taken. I was also told I would recieve email confirmation. 

Having not received email confirmation, i rang back to confirm it had been cancelled and was advised it had been. 

On Saturday 27/09, the funds were taken from my account, still with no contact from Currys since the initial order confirmation in the early hours of 26/01. 

What does your online account show?

Emerald_Hitman said:

I rang again on Monday 29/09, to question this and was told that it had been cancelled but the fund were always going to be taken but the refund request had already been processed so 3-5 working days from the money being taken, it would be back in my account. I asked if I could receive this in an email and was advised they could not do this. 

Fast forward to today, I have heard nothing. I'm trying to figure out how to proceed. I'm loathe to be angry on the phone with advisors as it's not thier fault. Should I contact my bank to reverse the transaction (it was a credit card purchase), contact them again and say I'll be pursuing through trading standards or is there a better route? I'm holding off on ordering the correct product until this is resolved and honestly, I'm in no rush to deal with Currys again, having not used them in a long time thanks to utter rubbish service many years ago.

Thanks in advance for nay advice folk might have. 

Five working days to refund from a payment being processed is not that unusual, it can be longer. I would wait until next week before doing anything further, if only because otherwise you will end up wasting more time on the phone with Currys.

Then never use Currys for anything ever again, which is almost always the advice on here. 

Emerald_Hitman

Apologies, yes, it was when the pre orders dropped. Account initially showed pending the on Saturday switched to debited from 26th. I was intending to chase tomorrow, as that would be 1 week + 1 day. The biggest cause of anxiety is the lack of confirmation email, I frankly don't trust them at this stage. My own fault for ordering from Currys as opposed to Asus directly. Lesson learnt the hard way!!!

MattMattMattUK

Emerald_Hitman said:

Apologies, yes, it was when the pre orders dropped. Account initially showed pending the on Saturday switched to debited from 26th. I was intending to chase tomorrow, as that would be 1 week + 1 day.

I think you are being slightly premature on that. It would not have gone through over the weekend of the 27th, but the refund will have not processed until the Monday and then the card providers process can take five working days or more to hit your card account from the point the retailer processes it, which then might not update immediately (weirdly when I get a refund it usually shows two days after it is processed onto the card, post dated). I think you would be better waiting until at least Monday.

Emerald_Hitman said:

The biggest cause of anxiety is the lack of confirmation email, I frankly don't trust them at this stage. 

Again, what is the status of the order in your online account? Emails are largely an irrelevance, if they have actioned it in the system then that would show in your account. 

Emerald_Hitman said:

My own fault for ordering from Currys as opposed to Asus directly. Lesson learnt the hard way!!!

Personally I would never buy from Currys, not online, not in person, most people on here hold that view, they are not on my "Avoid at all costs" list, they are on my "never buy from under any circumstances" list. 

Ergates

Emerald_Hitman said:

Hi all, 

Hoping someone might be able to provide some direction.

I had been awaiting the release of the Xbox ROG Asus Ally X. It was released about 0100 on 26/09, and I went to the Currys website to place an order. 

When I woke up in the morning and checked the order, I realised I had ordered a similar but different device (the ROG Asus Ally X), which was priced the same (£799). I rang the Currys support line as soon as it opened and asked to cancel. I was advised it had been cancelled and as the funds had only been 'ringfenced', they would not be taken. I was also told I would recieve email confirmation. 

Having not received email confirmation, i rang back to confirm it had been cancelled and was advised it had been. 

On Saturday 27/09, the funds were taken from my account, still with no contact from Currys since the initial order confirmation in the early hours of 26/01. 

I rang again on Monday 29/09, to question this and was told that it had been cancelled but the fund were always going to be taken but the refund request had already been processed so 3-5 working days from the money being taken, it would be back in my account. I asked if I could receive this in an email and was advised they could not do this. 

Fast forward to today, I have heard nothing. I'm trying to figure out how to proceed. I'm loathe to be angry on the phone with advisors as it's not thier fault. Should I contact my bank to reverse the transaction (it was a credit card purchase), contact them again and say I'll be pursuing through trading standards or is there a better route? I'm holding off on ordering the correct product until this is resolved and honestly, I'm in no rush to deal with Currys again, having not used them in a long time thanks to utter rubbish service many years ago.

Thanks in advance for nay advice folk might have. 

First thing might be to wait a couple more days - they said 3-5 days and today is the 3rd day, so they're still within their advised timescales.  Those are probably working days too - so Monday would be the 5th day.

Emerald_Hitman

MattMattMattUK said:

Emerald_Hitman said:

Apologies, yes, it was when the pre orders dropped. Account initially showed pending the on Saturday switched to debited from 26th. I was intending to chase tomorrow, as that would be 1 week + 1 day.

I think you are being slightly premature on that. It would not have gone through over the weekend of the 27th, but the refund will have not processed until the Monday and then the card providers process can take five working days or more to hit your card account from the point the retailer processes it, which then might not update immediately (weirdly when I get a refund it usually shows two days after it is processed onto the card, post dated). I think you would be better waiting until at least Monday.

Emerald_Hitman said:

The biggest cause of anxiety is the lack of confirmation email, I frankly don't trust them at this stage. 

Again, what is the status of the order in your online account? Emails are largely an irrelevance, if they have actioned it in the system then that would show in your account. 

Emerald_Hitman said:

My own fault for ordering from Currys as opposed to Asus directly. Lesson learnt the hard way!!!

Personally I would never buy from Currys, not online, not in person, most people on here hold that view, they are not on my "Avoid at all costs" list, they are on my "never buy from under any circumstances" list. 

Ah, sorry, by account, I assumed you meant my bank. The order on the Currys site shows processed. Nothing stating its cancelled. On the bank account, it says debited 26th but I can see what you are saying, in terms of actual processing dates. I was working purely off figures from my online statement. 

And yes, shopping at Currys was a dumb move on my behalf. 

born_again

MattMattMattUK said:

Emerald_Hitman said:

Hi all, 

Hoping someone might be able to provide some direction.

I had been awaiting the release of the Xbox ROG Asus Ally X. It was released about 0100 on 26/09, and I went to the Currys website to place an order. 

The XBox Rog Ally X is not released until 16th October. Do you mean when Curry's opened pre-orders?

Ah so no chargeback till the day after.

Emerald_Hitman

Just as an update, in case folk are interested (thanks for all the help earlier!) Or if it provides any help to someone else. 

I called Currys this morning for an update, and the first advisor told me that they had never taken the money and that my bank had screwed up meaning I needed to contact them. 

I spoke to the bank, and unsurprisingly they confirmed the funds had been taken and there was no evidence of funds being returned or expected to be returned. They were able to provide me with the transaction number for the payment and have told me that if Currys do not resolve it, they can raise a payment dispute, which I expect will have to happen shortly. 

Rang Currys back, the advisor has 'escalated' the query to be apparently resolved in 48 hours. I asked how I would be updated on the outcome and they told me I had to call back. I pushed on this and they said they'll call back within 48hrs. I also had to push to get a case reference for the escalation. As you can imagine, this hardly fills me with faith in them. 

I fully expect to be on the phone to my bank on Monday, raising a dispute. 

So yeah, I know I'm preaching to the choir but I strong recommemd folk do not deal with Currys!!!!

Ergates

Emerald_Hitman said:

I called Currys this morning for an update, and the first advisor told me that they had never taken the money and that my bank had screwed up meaning I needed to contact them. 

Yeah.... that's nonsense.   The bank wouldn't just randomly send money to Currys without Currys asking for it.