Currys and the cooker, part 2 (delayed)

We have ordered a Belling G755 cooker. We were informed on 30th August that we would be contacted “either on Friday [1st] or Saturday [2nd September]” to arrange a delivery date for this item that was in fact out of stock at the time of our order due to “problems with the system”. We were informed that stocks would be arriving with the warehouse that evening and that our card would not be debited until the delivery date was confirmed.

By three o’clock on the afternoon of Saturday, 2nd September we had not been
contacted. Kate spoke to Neil in After-sales. He informed us that stocks would definitely arrive later that day and we should ring the following day for a delivery date. Kate asked why a delivery date could not be arranged there and then. Neil repeated what he had said before. We asked for a good will gesture to compensate us for the inconvenience we were being caused. This was refused.

I noticed, while Kate was on the phone, that our card had been debited for the purchase. We asked why this had happened despite assurances to the contrary. Neil was unable to give us any explanation.

Concluding that Neil was unable to help, Kate asked to be put in touch with someone who could. Neil refused.

We asked to be put through to customer services. Initially Neil refused to supply any information. Eventually, he gave an address and refused to supply a phone number. I noticed later that we could have spoken to customer services on Saturday by phone but it is shut on a Sunday. Even later, we learnt that customer services and after-sales are, in actual fact, one and the same.

We visited the Blackpool Road store in Preston, hoping that we might be able to speak to someone who was interested in helping us. We noticed that the cooker was in stock at that store. There we spoke to Steve. Steve could not have been more helpful and I believe he deserves recognition for his efforts. He informed us that the Currys which operates online is actually a different company and that he would not be able to provide us with the cooker, for which we have already paid. However, he spoke to his manager who agreed that he would meet us half way (in store, the cooker would cost £299, online it was £214.14, with a discount voucher).

Although this would be better than having no cooker at all (this is our current situation), this would leave us paying an extra £42.43 (not including delivery and installation) for an ex-display item of a different colour.

Last Sunday, 3rd September we rang and spoke to Phil. The cooker is still not in stock. We are let down for the third time.

We asked for a good will gesture, such as the supply of the cooker in stock at the Preston store at the price we have already paid. Phil was unable to authorise this.

We asked to speak to a manager. Phil explained that management would be unable to help as we had reached a call centre and not a part of Currys at all. We asked to speak to head office. Phil explained that they would be of no use and would simply send us back to speak to him.

We were left with the situation where Currys has our money for an item which it will not deliver. We are unable to buy the cooker from the Preston store as the company already has the money. As they have the money, we do not.

Under consumer law, we have the right to expect Currys to fulfil the terms of the contract to which they agreed by debiting my payment card. This must be done to a reasonable standard and within a reasonable time if price and timing haven’t been made explicit. We have paid Currys to the supply us with a cooker, to deliver it and to install the item.

The price has been made explicit— Currys have have debited my card. The timing was made explicit when they stated that they would contact us on Saturday 2nd to arrange delivery.

We believe that we have found a suitable alternative.

Technorati Tags: Belling, G755, cooker, After-sales, delivery, customer services, Currys

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