Currys ~ who is right?

shellsuit

My Mum bought a fridge freezer over the phone and it was delivered last Sunday.

It has the water machine thing in the door, so Mum filled it up and after a couple of hours it had leaked everywhere.

Having a proper look at it, she saw that it has a crack in it.

She rang Currys, who told her to ring LG for a replacement (and she has to pay).

She rang LG, who told her it is upto Currys to get a replacement as her contract is with Currys.

She rings Currys back and again, they say to ring LG, even though she has explained LG have told her to ring them! Currys tell her to go to her nearest store to see if they can help. They can't and say the same - get in touch with LG.

She bought the item from Currys, so it's upto Currys to sort, isn't it?!

She phoned me before to tell me that she had murder with Currys on the phone because they just won't budge and has told them to come and collect the fridge freezer (she has 7 days to do so) and that she wants a full refund.

Fools! She told them, that for the sake of the price of a replacement water thingy (sorry, I don't know what they are called lol), they have now lost her £400 sale.

nellytheelephant

I'm pretty sure it is up to Currys to sort it out, yes. Your 'contract' is with them, and not with LG.

RadoJo

Currys are notoriously bad about following the Sale of Goods Act - have a look around this board for plenty more examples! However, you are correct - your mum's contract was with Currys and she has already gone above and beyond by contacting LG at all, so I think it might be time for a firm conversation about her legal rights in regard to this matter and possible a mention of trading standards. TS will be able to help you if need be, but hopefully if you demonstrate a willingness to take it that little bit further it will galvanise Comet into doing what they are supposed to do without resorting to strong-arm tactics.

I would suggest either going into the store and speaking to the manager, or a recorded delivery letter to head office giving them 7 days to respond, whichever is more convenient to you and your Mum.

mdbarber

hell yeah, currys need some "tough love"
Recorded delivery letter to head office stating you are rejecting the goods as faulty under the soga "as amended" and giving them a reasonable time to refund or court action may be taken

C_Ronaldo

Id contact the head office, why are currys notourious at following the SOG act

shellsuit

I've told Mum to get onto trading standards and she is also going to write a stinking letter to head office.

She needs to order another one elsewhere, but she can't until Currys refund her, which means she will be without a fridgefreezer for some time.

chilli_dog

how did she pay for it?

nickcardwell

Distance Selling Regulations should sort it out, as it was purchased over the phone? (do a google on it)

shellsuit

chilli_dog wrote: »

how did she pay for it?

Over the phone, with her debit card.

vetfred

The problem you have is that the people at a lot of these retail outlets don't know they have a responsibility to the customer they sold the product to post-sale once there's a fault. They think "well, it's a fault with the fridge, how can that be our responsibility?!" without realising they sell things and that sale is governed by laws.

shellsuit

vetfred wrote: »

The problem you have is that the people at a lot of these retail outlets don't know they have a responsibility to the customer they sold the product to post-sale once there's a fault. They think "well, it's a fault with the fridge, how can that be our responsibility?!" without realising they sell things and that sale is governed by laws.

Fred, my Mum was told the above by someone on Currys customer careline.

Same thing was told to her by the manager in our local store.

They just wouldn't budge at all :rolleyes: