Currys Refusing Refund - What can I do?

IdrilT

I brought an Apple Watch that stopped working properly after a few months. I asked if I could have it repaired or replaced through their online chat. They could not do a replacement as it was out of stock, but offered a refund if I sent it back. They organised the return with DPD. I packed it all up in the original packaging and packed it up securely.

I received confirmation from DPD that it had arrived at their warehouse. I chased the refund after 14 days and was told they had a record of the item arriving, but it was now lost. They launched an investigation and told me to wait another 14 days.

They emailed me a week later for more information - in the email it said I was claiming a completely different item had never arrived at my house! I had no idea where any of these details had come from.

After straightening that out (another infuriating time in their phone system!), I was then told that the package had never been lost. Instead they're now claiming that it was opened on arrival and there was nothing inside the packaging. I asked why they had no started an investigation then, or why I was not informed. They just keep going round in circles.

I don't know what I can do? I promise I put it in the package. Their constantly changing story is making me doubt this latest claim. Does anyone have any idea on rights or things I can do?

marcia_

https://forums.moneysavingexpert.com/discussion/6682112/currys-refusing-refund-what-can-i-do

how did you pay?

IdrilT

I paid with their FlexPay and paid it off within the interest free period. When I initially questioned if I could have a refund as that was how I'd paid, they said it was fine and would go back as credit on Flexpay.

IdrilT

Thank you for replying as well!