Currys same day collection

BuggsUK

Hi im after some advise,

On Sunday (25/1) I ordered a TV online with currys for same day collection. I paid with a gift card.

I got the confirmation email saying they were getting it ready.

I went to the store 2 hours after placing my order to be told it wasn't on their system and I had to wait for the 2nd email, they also confirmed the money had been taken off the gift card.

I contacted currys via X as their website has a AI assistant that didn't recognise my order number. The person on X said I had to wait 24 hours, I wasn't happy with this as that is not same day collection but I waited.

I received the same working on your order email another 3 times.

24 hours later I contacted currys again via X to be told they would look into it this would take 24 to 48 hours.

I've email the currys CEO and got a standard we will look into it email.

Another 48 hours has passed and X now say they will have some look into it but now no time frame.

Now just feels like they are not interested as they system can't find the order. Any advise?

MyRealNameToo

Wait or ask for a refund.

Clearly something has gone wrong but typically the T&Cs will say a contract isnt formed until some later point so thats pretty much your options.

If you go to their website right now there is a warning that they are having problems with Collection orders placed as a "guest" rather than from an account.

Ayr_Rage

What does the status show when you go to the order on the website?

Has the gift card balance changed?

Aylesbury_Duck

As above, you can either wait and hope the problem is resolved, or cancel the order and await the refund.

Note that the refund will be in gift card/voucher form - probably restricted to Currys - so if you purchased the gift card specifically for this purchase (e.g. on one of those sites that sells gift card for less than the face value of the card) then you'll be stuck with the gift card until you spend it at Currys.

TimeLord1

Take screenshots of everything. Did you speak to the store manager in the store with your phone showing the pending transaction or the gift card balance at £0? As big as these stores are, they don't really stock much it's held elsewhere in a warehouse.

BuggsUK

But right now 3 days later their system isn't accepting my order number so they won't give me my order or a refund it as the system says it doesn't exist.

Also I signed in so wasn't a guest.

BuggsUK

https://forums.moneysavingexpert.com/discussion/comment/81858344#Comment_81858344

Put the order number in the website and it isn't recognised, maney and been taken off the gift card

BuggsUK

Yes he said he could see the gift card balance was £0 but as the order wasn't on his system there was nothing he could do. He did confirm he had 2 TVs in stock

Aylesbury_Duck

https://forums.moneysavingexpert.com/discussion/comment/81858380#Comment_81858380

If you really want the TV, one option is to buy it (preferably using a credit card) and wait for the refund or order cancellation for the first one to come through. Otherwise, I'd wait until the first one is resolved.