@Currysuk customer service cancelled my order but took the money @TeamKnowhowUK anyway

[Ikejime]

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t has now been 1 month since I tried to buy a £550 fan on curry’s website. They cancelled the order the next day but took the payment and still haven’t returned the money. Despite 10+ hours on the phone, various tweets and emails to the ceo it took 2 weeks for anyone from curry’s to agree to attempt to help (turns out al they had to do was email the department responsible for processing refunds). I was told this would be done within 48 hours. When this didn’t happen I managed to get someone from team knowhow to agree to the same. 14 days have been and gone (what I now understand to be the legal limit within the consumer rights act 2015). I also gave them 5 days notice of intent to hold them in breach of contact if they didn’t return the money by the end of this 14 day period. I have now lost patience and would like to pursue them through the courts. Please advise if you can help me with This process

 

It has now been 1 month since I tried to buy a £550 fan on curry’s website.

They cancelled the order the next day but took the payment and still haven’t returned the money.

 

Despite 10+ hours on the phone, various tweets and emails to the ceo it took 2 weeks for anyone from curry’s to agree to attempt to help (turns out al they had to do was email the department responsible for processing refunds).

I was told this would be done within 48 hours.

 

When this didn’t happen I managed to get someone from team knowhow to agree to the same.

14 days have been and gone (what I now understand to be the legal limit within the consumer rights act 2015).

 

I also gave them 5 days notice of intent to hold them in breach of contact if they didn’t return the money by the end of this 14 day period.

I have now lost patience and would like to pursue them through the courts.

 

Please advise if you can help me with This process

[dx100uk]

how did you pay?

 

dx

 

[fkofilee]

They did this to my brother and it should have been returned within 14 days - If it hasnt then you can raise a dispute with your Bank / Credit Card Provider. 

 

FKO

[BankFodder]

Incredible behaviour even by the extremely poor standards of Currys.

You've been asked how you paid – but you haven't responded. Please let us know how you paid. Presumably it was by means of a debit card or a credit card and you should involve your bank. That might be the fastest way

However, Currys need a slap and what they really need is a county court claim issued against them. Your chances of success would be pretty well 100% and not only that you would be able to claim 8% interest – which for such a small amount of time won't be very much but it will be symbolic. If you simply get a chargeback or a section 75 refund then you won't get the 8%.

I would suggest that you certainly try to involve your bank. Please tell us how you paid. However at the same time you should immediately send them a letter of claim telling them that unless the money is reimbursed to your account within 14 days that you will issue a county court claim against them and without any further notice and it will include a claim for interest and also the court fees.

Only make this threat if you're prepared to go ahead with it. Don't bluff. But it is very easy to do and on the fact that you have given us here, it is slamdunk and it will be useful experience for you because it will make you feel more confident about any other commercial bullies you get in your way.

We will help you at every step.

Please respond to the questions which have been asked here and we can take you forward

[Ikejime]

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Unfortunately I paid by voucher. I get a discount on them then through work so checked currys had stock then ordered the vouchers. They took the order but then cancelled next day.  We have a £1000 allowance from work for wfh which would have covered the fan so the cash would have been back in my pocket. They have updated their website to say out of stock of the fans (for the last month) so I can't even order it when the return the money to the vouchers. The company who sold me the vouchers said they will refund due to what currys have done (for a £12.50 fee) but can't until currys put the money back on the vouchers. Currys said the first 2 associates who said they were processing the refund did nothing and they have now put me to the back of another 14 day queue (and I just have to wait). They appreciate my patience apparently....

 

Unfortunately I paid by voucher.

 

I get a discount on them then through work so checked curry's had stock then ordered the vouchers.

They took the order but then cancelled next day.  

 

We have a £1000 allowance from work for wfh which would have covered the fan

the cash would have been back in my pocket.

 

They have updated their website to say out of stock of the fans (for the last month)

 I can't even order it when they return the money to the vouchers. 

 

The company who sold me the vouchers said they will refund due to what curry's have done (for a £12.50 fee) but can't until curry's put the money back on the vouchers.

 

Currys said the first 2 associates who said they were processing the refund did nothing and they have now put me to the back of another 14 day queue (and I just have to wait).

 

 They appreciate my patience apparently....
 

[BankFodder]

Thanks. The fact that it is a voucher makes it rather more intriguing.

I can imagine that Currys don't really know what to do about it.

Can you please explain the terms of the voucher. You seem to be saying that anything that was un-spent on the voucher would then find its way to you in the form of cash. Is that correct? Would the cash have come from Currys or from the body which issued the voucher?

Are you telling us that you paid for a £500 fan with a £1000 voucher?

[Ikejime]

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Sorry i may have been unclear.  The £1000 is unrelated to currys. We have a work scheme where they will pay for items to make working from home easier. I only mentioned as if currys had just sent the fan I would have both the fan and the £500 now as we could have claimed the cost of the fan back from work. The vouchers are just the standard currys e vouchers (which I can get 7% discount on so made the purchase with these after double checking currys had the fan in stock) so they should 1. Not have taken the money off the vouchers for a cancelled order and 2. Know how to put money back on the vouchers. As currys were being so unresponsive I gave up hope of them giving me the fan or the money and asked the company who sold me the vouchers (xexec) if I could swap the vouchers back for the cash. They agreed but said currys need to put the money back on the vouchers. This is where I am stuck as currys can't even manage to put the money back on the vouchers (even though they cancelled the order the next day after deciding they had no stock

 

Sorry i may have been unclear.  

 

The £1000 is unrelated to curry's.

 

We have a work scheme where they will pay for items to make working from home easier.

I only mentioned as if curry's had just sent the fan I would have both the fan and the £500 now as we could have claimed the cost of the fan back from work.

 

The vouchers are just the standard curry's e vouchers (which I can get 7% discount on so made the purchase with these after double checking curry's had the fan in stock) 

 

they should

1. Not have taken the money off the vouchers for a cancelled order

2. Know how to put money back on the vouchers.

 

As curry's were being so unresponsive I gave up hope of them giving me the fan or the money and asked the company who sold me the vouchers (xexec) if I could swap the vouchers back for the cash.

 

They agreed but said curry's need to put the money back on the vouchers.

This is where I am stuck as curry's can't even manage to put the money back on the vouchers

(even though they cancelled the order the next day after deciding they had no stock

[BankFodder]

I wonder if you have noticed how much work the site team are putting in to restructuring your solid blocks of text which you have posted on three occasions now so that they are properly spaced and punctuated and easy for people to read?

[BankFodder]

I'm trying to understand this situation.

You receive the vouchers – because of some work scheme. If you receive them as a gift? At some point you say that you get a 7% discount so maybe you purchased the vouchers at 7% of the face value.

These vouchers are Currys vouchers so you spend them with Currys.

You had one voucher of £1000 face value or two vouchers of £500 each and because you wanted to buy a fan which costs £550 you used both vouchers.

The company which issues the vouchers has told you that they will give you a cashback once Currys has credited back the value of the vouchers because they were unable to deliver the item.

How am I doing so far?

[Ikejime]

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I can buy currys e vouchers at a discount, so. Instead of paying with cash,  I first buy the vouchers, then use them to buy what I want from currys (They have discounts on vouchers for lots of different stores). As the fan was £550 I checked currys had stock, then bought exactly £550 of vouchers and went back to currys website and bought the fan with the vouchers.
The company who sell the vouchers at a discount is called Xexec, they are a legitimate reseller of currys standard evouchers. Because of currys terrible service they said they will swap the vouchers back for cash but can't until currys put the money back on the vouchers. There is no problem with the vouchers. It's just currys took the money in error and are dragging their feet in returning the money they took in error from the vouchers

 

I can buy currys e vouchers at a discount,  Instead of paying with cash,  

I first buy the vouchers,

then use them to buy what I want from currys

(They have discounts on vouchers for lots of different stores).

 

As the fan was £550 I checked currys had stock, then bought exactly £550 of vouchers and went back to currys website and bought the fan with the vouchers.

The company who sell the vouchers at a discount is called Xexec, they are a legitimate reseller of currys standard evouchers.

 

Because of currys terrible service they said they will swap the vouchers back for cash but can't until currys put the money back on the vouchers.

 

There is no problem with the vouchers. It's just currys took the money in error and are dragging their feet in returning the money they took in error from the vouchers

[BankFodder]

2 hours ago, BankFodder said:

I wonder if you have noticed how much work the site team are putting in to restructuring your solid blocks of text which you have posted on three occasions now so that they are properly spaced and punctuated and easy for people to read?

 

[dx100uk]

just type

no need to hit quote.

 

dx

 

[BankFodder]

Any progress on this?