Wrong item supplied by Currys

225896

Please could someone help me? Has this happened to anyone else or can anyone provide advice?

I bought an Apple Watch Ultra 3 from Currys. When I received it, th box was correct but upon set up it stated it was an Ultra 2. I then contacted Currys and informed them and they organised a return and replacement, which was correct.
Now, months later they have recontacted me accusing me of returning them a different item (I’m assuming they’re accusing me of keeping the 3 and swapping it for a 2).
They’ve since sent me the other watch back and having checked the actual watch serial number doesn’t match the box ones.
They’re now demanding I pay for the second watch.
I’ve asked for evidence of the serial number checks as far back as Apple but genuinely feel sick that they’re accusing me of theft.

Thanks very much in advance! 🙏

flaneurs_lobster

The couple of times that this kind of thing has been raised on this board it has often come down to the customer's word against that of the supplier.

And the logical conclusion to that is a hearing in a court where a judge will decide who is the more persuasive.

You could ask for evidence of if/when/where the original 3 watch was first activated, if it shows activation before the delivery of the box to you then I reckon that is good evidence that it was never delivered to you.

Unfortunately, any activation after this date (or none at all) really proves nothing.

Good luck, dealing with any kind of customer service issue with Currys is never an easy experience - main reason I won't buy anything above a thumb drive from them, and only if I can purchase it in person in a shop.

Grumpy_chap

https://forums.moneysavingexpert.com/discussion/6667792/wrong-item-supplied-by-currys

Can you confirm that the watch was ordered online and delivered to you at home?

Was the watch paid for by credit card?

Aylesbury_Duck

In the absence of any firm evidence from Currys, I'd sit tight. The onus is on them to demonstrate why they think you've acted incorrectly and ultimately, they may take you to court but they would have to decide that it's worthwhile and then send you a proper letter before action. Unless what you've had is that letter? What exactly does their correspondence state?

225896

Thanks everyone for your responses.
Yes, the watch was bought online, unfortunately not through credit card, through Creation finance.

I’ve not had any court letters they’re just saying that they reject my version of events and that as such I’m liable for the cost

Okell

https://forums.moneysavingexpert.com/discussion/comment/81994678#Comment_81994678

So you kept a record (a photograph?) of the serial number of the Ultra 2 they sent you in error and which you sent back to them to be replaced with the Ultra 3 you actually ordered, but they are now accusing you of having sent back a different Ultra 2 with a different serial number from the one you actually did send back?

I'd be inclined to contact currys and tell them either to arrange for collection of the watch they've wrongly sent back to you, or to provide you with a pre-paid returns label so you can return it to them. It's not your responsibility to arrange collection or otherwise to pay for its return to Currys.

Then I'd do nothing but wait to see if currys take it further.

They might try to intimidate you by sending you a Letter Before Claim, but you only need to worry and to take action if they actually issue a court claim. If they do it comes down to a question of "he said, she said" and who a court would believe. Why would they believe currys rather than you?

225896

Slightly different, they sent me an Ultra 3 box but it actually contained an Ultra 2. As such I returned that and they sent me a replacement Ultra 3 which I’ve had since February.

They’ve now sent the Ultra 2 in the Ultra 3 box back and are accusing me of swapping it, saying I now owe them the full value of an ultra 3, that they never sent.

flaneurs_lobster

Not my understanding, Currys are saying that they have changed their mind about the original device supplied being incorrect - they are claiming that they did indeed supply an Ultra 3 and that the OP's return of an Ultra 2 is not 'valid', hence the return of the return and a demand for payment for the 'second' Ultra 3 supplied.

Is that right?

I'd be tempted to tell them to shove it, but as with so many smart goods that are in dispute, Currys may have enough sway to have the U3 blacklisted or bricked.

Okell

https://forums.moneysavingexpert.com/discussion/comment/81994781#Comment_81994781

I don't think that makes any difference at all to what I've suggested.

But don't you also have evidence of you explaining the original problem to currys and them not querying it?

https://forums.moneysavingexpert.com/discussion/6667792/wrong-item-supplied-by-currys

"…  I then contacted Currys and informed them and they organised a return and replacement,…"

I'd suggest that their organising the collection of the wrong watch and replacing it with the right one is an admission that they were at error in the first place.

It's not reasonable for currys to come back "months later" and start accusing you of fraud if they didn't investigate properly when you contacted them and explained the problem

Ergates

So you kept a record (a photograph?) of the serial number of the Ultra 2 they sent you in error and which you sent back to them to be replaced with the Ultra 3 you actually ordered, but they are now accusing you of having sent back a different Ultra 2 with a different serial number from the one you actually did send back?

I think OP means that they were sent an Ultra 3 box, which had an Ultra 2 in it - and that the serial number of the Ultra 2 didn't match the serial number on the box (unsurprisingly).

Presumably someone somewhere has switched the watches - maybe a previous customer.

BobStokes10

Buying through Creation finance doesn’t change the serial‑number issue. Currys still need to show the item they dispatched, the item they received back, and the item they’re now claiming is different.

If they’re rejecting your version of events, they should be able to provide:• the serial number logged at dispatch• the serial number logged when the return was processed• the serial number of the watch they’ve now sent back to you.

Without that, it’s difficult for you to understand how they’ve reached their conclusion.

It’s good that you haven’t had any formal letters — at this stage it sounds like they need to complete their checks and show evidence to you of any mismatch.

For now, keep everything in writing and wait for them to provide the serial‑number evidence you’ve asked for. Once you have that, maybe post back here for further advice.