Currys Refusing to Refund Over Item Never Received

[Cx13f2]

Hi guys,

 

I pre-ordered an iPhone 14 pro MAX from Curry’s online on 10.9.22 with an expected shipping date of 16.9.22. I paid with a Currys gift card I purchased via debit card (which is why I haven’t been able to do a chargeback, I guess it was a rookie mistake buying a gift card).

 

On 19.9.22 I was sent (without my consent) an iPhone 14 PRO (not pro max). When I realized it was the wrong phone via my Currys account, I immediately called Curry’s and said that it’s the wrong phone and they arranged for DPD to cancel the delivery and send it back to curry’s (I never had the phone in my possession at any moment).

Since then, Curry’s’ customer service team have been either lying to me by saying either “we haven’t received your iPhone 14 pro yet” or “we have received the iPhone 14 pro and are just waiting for the iPhone 14 pro max to be shipped to you”.

 

Most recently, last Monday, I was told that they’re waiting for the iPhone 14 pro to be sent back to them as it hasn’t yet.. what ??

 

I then asked them for a refund as I felt I’d never get the phone by just waiting and then they started claiming the item has gotten lost in transit and that I need to wait for them to verify it with DPD.

 

What kind of bs is this? I’m unable to get a refund for an item that not only I never received but one that I never ordered and was sent instead of what I actually ordered?

 

Is there anything that can be done quickly? Or is my only choice filing a long civil suit against them?

 

Thanks to any helpers!

[dx100uk]

there should be no reason why you cant chargeback on the giftcard transaction to your bank?

they should be able to understand the issue.

 

have you tried?

 

as for litigation, you'd need to send a letter of claim first

 

dx

 

[Cx13f2]

I haven’t tried as it was a separate website for the gift card (I think it was called Edenred).

 

 Would that still be allowed? 

[BankFodder]

You should certainly try the chargeback and see what the bank says. However at the same time, I would begin the process of sending a letter of claim to Currys.

According to you they supplied you with a telephone which did not match its description. I suppose you didn't think to take a photograph of what you received.

According to you Currys make the arrangements for the return of the item and so even though they were in breach of contract in respect of the item they sent you, they would be liable in any event for the failure of the delivery arrangement.

Assuming you won't get a chargeback, I'm afraid that you may well be looking at six months before you get your money. It will be longer if Currys decide to hold out and actually go to court which is most unlikely.

Is there a tracking number which shows that the item was sent but never delivered?

[Cx13f2]

So I should try getting a chargeback regardless for the gift card then? Even if it was purchased via edenred?

 

I never received the phone!!

 

I ordered a 14 pro max, then got an email saying it’s not available in the colour I ordered and that they’d send it in purple.

Then I saw on my currys account that they sent a purple 14 pro (not pro max). 

 

DPD sent me an email saying the phone is in my local depot.  I called currys to tell them I don’t want anything to do with this phone and want it sent back without ever touching it,  they called DPD and DPD sent it from their local depot back to curry’s (I.e. I never received the phone).

 

The problem is that I never had anything to do with the phone that supposedly got lost as it never came to my address but the depot before being sent back at the instruction of currys.

Edited October 19, 2022 by dx100uk
unnecessary previous post quote removed

[dx100uk]

shouldn't matter where you purchased the gift card from, try a chargeback, if it works then the gift card seller and curries should argue it out amongst themselves. worth a try IMHO.

 

 

[Cx13f2]

Thanks for the answer!

Sent Monzo a detailed chargeback request, hope it’ll work.

Im trying to send them a letter before court claim on Resolver.co.uk

 

The template I found online is saying the goods did not match their description under the consumer rights act 2015.

 

I never received the item AND the item that I was supposedly sent was not the item I ordered according to my Currys account on their website. How would it be phrased in such a case? It technically didn’t match the description but I never even received the item to begin with!

 

PS. I should mention that they gave a £100 refund initially when they sent the wrong iPhone on the ground that the iPhone 14 pro that they sent was £100 cheaper than the 14 pro max I actually ordered (they sent it immediately when they sent the phone, showing they intentionally sent a different phone than what I ordered). I mentioned it in the chargeback claim for the sake of accuracy.

Edited October 19, 2022 by dx100uk
unnecessary previous post quote removed

[BankFodder]

If you are going to get help from resolver then you should stick with them rather than starting to engage the resources of two organisations at the same time. Everything we do here is free of charge and the people who help here do it out of goodwill – and for nothing.
The people who run resolver get paid.
If you are getting help from somebody else then stay with them. Otherwise you will get confused and will get confused and there are other people on this forum who need our help

[Cx13f2]

Oh I’m sorry about that, I wasn’t aware that resolver does the same things, I just thought it was a website used to contact the companies directly to file complaints.. I also didn’t know that Resolver gets paid..

 

Shall I just close the claim as unresolved on resolver and email customer support instead? I’d rather be able to ask questions on this forum than use a service as I’d prefer to know what I’m actually doing

 

 

Edited October 19, 2022 by dx100uk
unnecessary previous post quote removed

[BankFodder]

I'm afraid that we can't advise you on what to do about resolver. If you have started to get them working for you then it seems a shame to waste their energy as well as ours.

We should stick to one horse and as you seem to be well on your way with the resolver and stay with them.

I'm very sorry that you are dealing with Facebook here. We are a serious consumer rights forum and if you aren't sure what resolver does and if you are sure what we do then I think you should investigate before you start taking action

[Cx13f2]

Would I be unable to ask questions on the forum for things that I wouldn’t find elsewhere? (Eg. If my chargeback request is approved, what does one do with Currys? Do you just inform them of the chargeback or just cut contact completely)

I wouldn’t want to waste anyone’s time, just confused about the whole situation and trying to do my best to understand what to do, that’s all

Edited October 19, 2022 by dx100uk
unnecessary previous post quote removed

[dx100uk]

Resolver is useless.

 

If you get your money back and it's not reversed then yours is not the next move 

 

Dx

[Cx13f2]

I’ve never done a chargeback, once the bank approves the chargeback, how long do they have to reverse it?

I’d be scared to use this money with the fear of a reversal haha

Edited October 19, 2022 by dx100uk
unnecessary previous post quote removed

[dx100uk]

ask the bank on their reverse time limits?

 

dx

 

[Cx13f2]

Alright fair enough. 
Currys said it’ll take 14-21 working days to ‘investigate’ this issue before sending a refund. I’ve already filed for a chargeback. 
 

I know it may be a naive question but - should I put the chargeback on hold and wait or keep it in place in case they try to stall? 
 

Also, would telling Currys that I filed for a chargeback help in resolving the issue faster or will they not care or will it harm my chances of the chargeback going through?

Edited October 21, 2022 by dx100uk
unnecessary previous post quote removed

[dx100uk]

no dont tell them.

you can hold the CB if you are confident you'll get the money.

no harm in keeping your bank informed.

they might bring pressure to bear or already have.

 

dx

 

[Cx13f2]

Looks like the bank hasn’t approved the chargeback request as they said that I’ve received the product I purchased (the gift card) and what Curry’s is doing isn’t connected to the purchase of the card.

 

too bad

Edited October 21, 2022 by dx100uk
unnecessary previous post quote removed