Currys:Dixons Group - Shopping Problem

lauzjp · 13-09-2006, 16:58

my future mother-in-law appears to be a bit out of pocket thanks to currys, and their customer service is pants as i'm sure most of you know - does anyone know where I can find an email or phone number of someone 'useful' at currys or dixons or dsgiplc ? I've tried trawling the net and haven't had much luck.

MovedGoalPosts · 13-09-2006, 19:35

Wow, that was a serious

In fact I'm going to split it into it's own thread. It's a specific issue that probably deserves a specific thread.

Was this an online shopping issue, or a problem via one of the curry's stores? You've got us all interested now as to what they messed up, spill the beans

lauzjp · 13-09-2006, 20:03

lol, it was just that - she bought a dyson online, paid the extra to have it delivered on a specific date (took the day off work) - of course it turns up the next day - by which time she and her husband had decided not to accept delivery of the dyson and it went back to the depot (presumably). Now Currys have said that they have received the dyson, but she is still waiting for a refund - is she actually entitled to a refund? Surely Currys broke the contract by not delivering on the due date? I think their customer services are even less useful than ntl's you know...

oh and thank you for the bump!

punky · 13-09-2006, 20:17

Quote:

Originally Posted by lauzjp

my future mother-in-law appears to be a bit out of pocket thanks to currys, and their customer service is pants as i'm sure most of you know - does anyone know where I can find an email or phone number of someone 'useful' at currys or dixons or dsgiplc ? I've tried trawling the net and haven't had much luck.

If you can't find anyone, the best thing to do is start sending letters via special delivery, saying that if they don't start addressing your concerns, you'll start taking the matter further. If its all via phone, companies will mess you around, but if its by letter, they can't deny they recieved it. The talk of courts tends to motivate people too.

Also, places like the Citizen's Advice Bureau should be able to help.

lauzjp · 13-09-2006, 20:24

thanking Punky, I will instruct mum-in-law to start typing.

Gareth · 13-09-2006, 21:13

If you don't get anywhere, it could be worth making the small investment of the DSG Retail report from Companies House, which will give you the home address of all the directors.

It's amazing how quickly you'll get a response if you send a letter detailing the problems via recorded delivery to a director's house

lauzjp · 13-09-2006, 21:22

Quote:

Originally Posted by Gareth

If you don't get anywhere, it could be worth making the small investment of the DSG Retail report from Companies House, which will give you the home address of all the directors.

It's amazing how quickly you'll get a response if you send a letter detailing the problems via recorded delivery to a director's house

I was hoping to find such info on the internet, but no luck... will definately consider this option though.

**Damien** · 13-09-2006, 23:39

Dixons are horrible. I had a router that did not work, when I took it to them they said they could not accept it because it has been opened. Idiots.

Tinky · 14-09-2006, 10:28

Currys aftersales are pathetic, my son bought an Mp3 player which stopped working after 2 weeks, Currys wouldn't take it back or exchange it because he had paid cash, and hadn't kept receipt, poor excuse.

ntl customer · 17-09-2006, 14:52

Quote:

Originally Posted by Tinky

Currys aftersales are pathetic, my son bought an Mp3 player which stopped working after 2 weeks, Currys wouldn't take it back or exchange it because he had paid cash, and hadn't kept receipt, poor excuse.

But how are they supposed to prove purchase of the said MP3 player without the receipt?

It's in their interests to ensure that the goods have been purchased from their store before allowing aftersales service - after all, the goods could be out of warranty, knocked off etc. I would have thought they would have been able to locate the transaction on the system if he gave fairly precise/exact details?

But it's his fault that he didn't keep the receipt. A lesson to be learnt for the future, perhaps?

Chutzpah · 18-09-2006, 15:58

Wouldn't this be covered under distance selling regulations? You could have even taken a good look at the product and then sent it back within seven days, so refusing the delivery shouldn't be a problem and falls well within this legal timeframe.

Quote:

Originally Posted by http://www.dti.gov.uk/consumers/buying-selling/distance-selling/index.html

Distance Selling Regulations

Distance selling means selling and buying by phone, mail order, via the Internet or digital TV. Such transactions are covered generally by normal buying and selling legislation, but they are also covered by special Distance Selling Regulations.

Distance Selling Regulations give protection to consumers who shop by phone, mail order, via the Internet or digital TV: The protection includes:

ÃƒÆ’Ã‚Â¢ÃƒÂ¢Ã¢â‚¬Å¡Ã‚Â¬Ãƒâ€šÃ‚Â¢ The right to receive clear information about goods and services before deciding to buy;
ÃƒÆ’Ã‚Â¢ÃƒÂ¢Ã¢â‚¬Å¡Ã‚Â¬Ãƒâ€šÃ‚Â¢ Confirmation of this information in writing;
ÃƒÆ’Ã‚Â¢ÃƒÂ¢Ã¢â‚¬Å¡Ã‚Â¬Ãƒâ€šÃ‚Â¢ A cooling off period of seven working days in which the consumer can withdraw from the contract;
ÃƒÆ’Ã‚Â¢ÃƒÂ¢Ã¢â‚¬Å¡Ã‚Â¬Ãƒâ€šÃ‚Â¢ Protection from credit card fraud.

Therefore, I would chase them up for a refund and specifically quoting the distance selling regulations. I doubt that covers delivery, so I would mention that you also want this charge returned because they didn't honour their side of the contract. If you were feeling really lucky you could even ask for compensation for the day that was taken off and see what happens.

lauzjp · 18-09-2006, 16:55

Hi all, thanks for your support, luckily mum-in-law got money back after a couple more phone calls.