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Currys Reserve and Collect

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Hi,

 

I reserved an item that was on a special for one day (a Logitech Wheel and gear lever) on a Saturday night which was a Christmas present for my son.

 

 

Their website, and the corresponding email stated it was available for collection until the end of the next working day which I (rightly) believed to be Monday.

 

 

However on going to the store on the way home from work today I was refused the order as they said that reserve and collect is only available for 24 hours

- contrary to what their website /email states.

 

 

I have still purchased the item (reservation price was £129.99, but paid £189.99 after a £20 discount given by the manager

 

This is definately sharp practice by Currys and I am not happy

- is there any advice you can give,

do I have any standing

or is it just a bad one and get on with life?

 

Cheers

 

Steve

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did your reservation email actually state mondays date?

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well as they are open 7 days a week that would have been sunday IMHO.

 

 

dx


please don't hit Quote...just type we know what we said earlier..

 

if everyone stopped blindly paying DCA's tomorrow

the biggest financial industry in the UK, the whole DCA industry would collapse overnight.

 

 

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No, but it didn't state Sunday either - just next working day and working day is defined

 

http://www.legislation.gov.uk/ukpga/2006/46/section/1173

 

and is also defined at a number of other places (Collins dictionary https://www.collinsdictionary.com/dictionary/english/working-day third part)

 

and I was aware of this, and indeed this is the practice that Argos does (or did anyway)- order Saturday collect up to and including Monday

 

Thanks for the fast response

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well as they are open 7 days a week that would have been sunday IMHO.

 

 

dx

 

Please see my post above - it should state "next day" - why put Working Day?? The former I wouldn't have an argument with :) the latter I do :(

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in that sence it would be Monday yes as per legal documents like a CCa request etc

but this is a store that is open 7 days a week.

it was written by a store employee

and the next normal working day would be a sunday.

all these stores have been open 7 days a week for as long as I can remember them existing

 

 

sharp practice I agree, and it cost you £60, which is probably more to the point.

 

 

why don't you write to the CEO or something with your points, you might get a GOGW refund or voucher.


please don't hit Quote...just type we know what we said earlier..

 

if everyone stopped blindly paying DCA's tomorrow

the biggest financial industry in the UK, the whole DCA industry would collapse overnight.

 

 

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I agree with DX, do be sure to write to the CEO do not contact them via their customer services.

 

Contact details:

 

Email:

 

sebastian.james@dixonscarphonegroup.com

 

Twitter:

 

@DCSebJ

 

Address:

 

1 Portal Way, London, W3 6RS

 

 

I hope you get the result your after. Good luck!


I don't suffer from insanity, I enjoy every single minute of it!!

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Obviously, there is some merit in both views – that working day means as recognised in law but also that it could equally mean the next day that that particular company is at work.

 

What interests me is that you have said that the manager said that the reservation is only open for 24 hours. That is something completely different. That has nothing to do with working days. Have you got any evidence that this is what he/she said?

 

Please could you link us to the reservation page where it gives you the terms of the reservation.

 

Frankly I would have thought that it wouldn't be too difficult to get Currys to cave in on this simply to avoid hassle – although it will take you some hassle to do it.

 

I do find myself asking why you didn't simply immediately reserve it again and then collect it? Or is it no longer available to be reserved, or had the price gone up, or maybe you didn't think of this?


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Hi, the offer was only available for the Saturday only

- the price had gone up at midnight or else I would have done that and would have sorted the issue

 

Sorry bankfodder I tried responding on my phone before but I had to give up with the limited screen

 

I have another thing

- when you go through the reservation process

(I done it again with another item last night to see exactly what the site says during the process) the website says this for the reservation

 

Your items will be ready on Tuesday 13th December 2016 from 09:00 until the end of the next working day - I read that as 2 days as I expect most other people would and this contradicts the wording on the email where it says

 

Your order will be available to collect from XXX within minutes of placing your reservation right through until the store closes on the next working

 

Their T&C's don't mention anything about working day definitions or 24 hours etc

 

Thanks for the other information as well that has been posted

- I do feel like taking this the whole way as it is very shoddy and in things like this the retailer should strive to be clear on things like this as it only reflects badly on them

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So do I understand that you booked it on Saturday, and their reservation page said that you couldn't collect it before Tuesday and you had until the end of Wednesday to collect it? A bit strange.

 

The email you refer to presumably is a confirmation email? In which case it is irrelevant because that is information which was communicated to you after the contract was made.

 

Do you have screenshots of the site?


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is a reservation classed as a contract?

no sale has actually taken place, no money changed hands, it an intention to buy something.

 

i'm genuinely asking. just cos someone reserved an item for collection, does it mean a contract has been entered into?

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So do I understand that you booked it on Saturday, and their reservation page said that you couldn't collect it before Tuesday and you had until the end of Wednesday to collect it? A bit strange.

 

The email you refer to presumably is a confirmation email? In which case it is irrelevant because that is information which was communicated to you after the contract was made.

 

Do you have screenshots of the site?

 

I didn't take screenshots at the time of my original order, but after I was refused the price on Monday, I went through the process again with another item as I knew that the wording said about working day on the site - with it being a Monday night it was based from then if you get my meaning

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is a reservation classed as a contract?

no sale has actually taken place, no money changed hands, it an intention to buy something.

 

i'm genuinely asking. just cos someone reserved an item for collection, does it mean a contract has been entered into?

 

Hi Oliver, I understand where you are coming from - this is from their T&C's

 

If you choose our Reserve and Collect service you will be given a reference number and details of your order. You will not be asked to pay until you collect the goods from your chosen store.

 

Because all Reserve & Collect sales take place in our stores, sales are subject to the normal in-store terms of sale, statutory rights and the Manager's discretion. Just take your Reserve & Collect print out and/or reference number with you and our store will sell you the goods at the website price or store price, whichever is cheaper.

 

Anyway - I logged a case - banged my hear against two CSR's and then a manager phone me - I stated about how their wording at different points through the reserve and collect process was confusing - quoting examples - definition of "working day" and bingo - £ I will get a £60 refund and they will communicate the issues to the relevant departmen - however I was told I would be contacted by the finance department today to get my details and lo and behold - no call :( - will chase them in the morning

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From Currys website:

 

How does Reserve & Collect work?

It’s simple:

 

  1. When you order, you reserve your selections at a local store that has stock, and we give you a unique reservation code to present in store
  2. You collect when you like from 1 hour after you order until the end of the next day
  3. You pay on collection (once you’ve checked out, we’ll email you an order confirmation containing full collection details)

/end of quoted text.

 

Reserve and Collect transactions are NOT bound by internat sale regulations, but by ordinary in store rules.

No money changes hands and no contract is made until the customer arrives in the store.

 

 

However, if you feel dissatisfied/let down/misled then 99% of the time the company will try to put you right and retain you as a customer.

 

 

There is a big thing going on at Dixons Carphone at the moment where they are trying to get new customers and not lose new ones. DixonsCarphone want to say yes more to all customers.

 

As in all cases, when you approach a member of staff, remain calm, focussed, say exactly what you want from them and give them time to respond.

 

 

In most cases you will get what you ask for.

At this point in time, customer is king.

Speak to the minions in a way you would like to be spoken to and they will push heaven and earth for you to get what you want.

 

While the big companies want your money, they also want your loyalty and they want you to recommend them to your friends, family, colleauges, whovever...

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and maybe not refer to them as minions....

despite the evil empire they work for, they're people too, with feelings.

 

ex-employee here.

 

what you said tho is correct. be nice and they'll be nice back and escalate it up the chain to their store manager.

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is a reservation classed as a contract?

no sale has actually taken place, no money changed hands, it an intention to buy something.

 

i'm genuinely asking. just cos someone reserved an item for collection, does it mean a contract has been entered into?

 

I certainly think that reservation can amount to a contract – or if not, it amounts to an offer.

 

I hate getting into these kind of school level contractual formalities, but it seems to me that if a potential customer relies upon an undertaking by the shop to reserve an item and that customer then goes to the trouble and expense of travelling to the shop to collect it then I think that the shop is bound to provide it at the reserve price.

 

Of course there is a complication as to what happens if the customer changes their mind and doesn't go along to collect it. Are they in breach?

 

Once again, to get into schoolboy contract law, I would venture to say that once the reservation is made, that the reservation might be said to be a unilateral offer to that customer which the customer is entitled to accept or reject. They reject it by doing nothing. They accept it by acting on the offer and travelling to the shop to collect it. Once they do that then they have accepted the offer on the terms indicated.

 

I don't think that Currys would be happy that their customers have no confidence in their reservation system – and I don't think that the courts would be happy to find customers going to time, trouble and expense in relying upon reservations simply to arrive at the shop simply to find that the shop had moved the goalposts.


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I don't think a reservation of this type is any form of contract. How many people reserve something and then don't turn up to collect it?

 

If the reservation meant it was paid for online, to collect in store, which the OP should have done really, then of course that is a contract.

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Can you confirm you paid for the goods at point of sale when you placed the order online. Or instore when you went to collect

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its very simple.

OP reserved something online that was only on offer that day, expecting to collect it on monday as they believed it was the next working day. it wasnt, the next working day was sunday, so the reservation expired at 4.30pm on the sunday when the store closed.

the item had gone back up in price by the sunday, but as it was reserved at that price, it would have been sold at that price had the OP collected on sunday.

 

they went to collect and pay on monday only to find that the reservation expired and price has gone up.

 

manager offerred a discount due to the OPs misunderstanding of Currys version of next working day.

 

OP is wondering if theres any mileage persuing a claim with dixons group due to they they define as next working day and what the OP defined.

having read their replies, it seems like the company is offerring a refund as a gesture of goodwill.

 

personally, i know no one asked for my opinion, i wouldnt have bothered..it was a misunderstanding and lots of stores open 7 days a week, its not uncommon now, nor is staying open 24hrs in the case of supermarkets.

 

apologies if that comes off as harsh sounding.

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What does working day now mean?

Every day is a working day now.

Big stores like Currys are only closed to comply with the law.

Currently this means Christmas Day and Easter Sunday.

363 days of the year are working days.

 

 

Also, making a reservation is not any form of contract.

Many people reserve items, approx 50% actually collect.

 

 

A reservation is NOT a contract.

A contract is only made when payment changes hands.

 

 

If this is not your view then you need to approach your MP to lobby for a change in the law.

 

 

As it stands,

you can reserve an item,

travel five hundred miles,

to be told,

sorry that's a mistake we don't have that item to sell,

and not have any comeback.

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ultimately reserve means very little until the money has chamged hands. If you had paid a deposit then you would have a solid reason for suing them for not only the cost of the item but your wasted journey (less the time and distance sent on going elsewhere)

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ultimately reserve means very little until the money has chamged hands. If you had paid a deposit then you would have a solid reason for suing them for not only the cost of the item but your wasted journey (less the time and distance sent on going elsewhere)

 

Yep, "consideration"

 

Until money changed hands there can be no contract

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