Cancelled Currys order - no confirmation, next steps?

Emerald_Hitman

Ergates said:

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.

Yeah, customer service has been poor. I can understand if its not straightforward, but different information every time with some clearly wrong is really poor. I'm a fairly laid bad back guy all I want is to know what's going on but sadly, that seems a bridge too far. I have my doubts about the escalation process, but will follow the steps so I can at least advise the bank I tried. 

prowla

MattMattMattUK said:

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. 

Yep - they're on mine.

I bought something, they sent me an older (inferior) version, I returned it, they replaced it with the same older version which I went to collect in-store and checked it there and rejected it on the spot, they said they had to do an investigation of my return, I had to wait for a refund.

born_again

Emerald_Hitman said:

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!!!!

So funny that statement by a member of currys staff. As clearly they have no idea how banking works & just fob customers off with total lies.

Emerald_Hitman

born_again said:

Emerald_Hitman said:

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!!!!

So funny that statement by a member of currys staff. As clearly they have no idea how banking works & just fob customers off with total lies.

It did very much seem like a 'can't be bothered to deal with the query' call. It's a shame, but such is life.