Carphone Warehouse Trade-in

[graceful_willow]

Hi,

I took 2 old mobile phones to a Carphone Warehouse store to trade in on 16th of May, and they still haven't paid my refund. I have complained to their customer service team (online) and they told me to visit the store because it's their issue. 3 visits to store after and still no payment. The managers at the store sent emails to their banking department, as they can't be contacted by phone, and promised to call me back. But I've had no calls from the manager. Contacted the customer service team again and they gave me the same advise as before.

 

I would like to take this further cause it's been dragging on. Would the Retail Ombudsman be able to help with this case?

 

Thank you.

[silverfox1961]

Hi

I would be sending a Formal complaint to their head office. It is my opinion that they are buck passing.

 

1 Portal Way, London W3 6RS

[graceful_willow]

Hi, I've posted a complaint letter to their head office on 05/07/16, next day guaranteed delivery. How long shall I give them before I expect a reply?

[silverfox1961]

Hi, I've posted a complaint letter to their head office on 05/07/16, next day guaranteed delivery. How long shall I give them before I expect a reply?

 

How long is a piece of string??

 

I assume you have the proof of delivery so generally companies respond within 10 days to acknowledge the letter but some take up to 28 days to respond and some don't even bother. as CPW are a large company, they will respond quite quickly. They have up to 8 weeks from the day after receipt of the letter to resolve the complaint.

 

After 8 weeks you can go to the telecoms ombudsman if they haven't resolved the complaint or earlier if they refuse to assist or send a deadlock letter.

[graceful_willow]

Hi,Thank you. I have checked the telecoms ombudsman's website. It says there that they will only consider complaints about companies that have joined their service. Carphone Warehouse didn't. Any other institution that can help end this dragging saga? It's been 2 months. They've probably sold my phones and I still haven't been paid!