Currys! Is there any customer protection in London/the UK?

[Sol]

I had a terrible experience in Currys Surrey Quays today. A couple of weeks ago I bought a portable dvd player, I was told it could be used in the car and the plane, when I went home I noticed it didn't have a built in battery, so could not be used in the plane; as I was going on holiday very soon after the purchase, I decided to order one in Amazon and paid for speedy delvery.

Today I went to curry's to return the item and get a refund, they didn't give me a refund, because the item was opened, even though it was in its original packaging and in perfect condition, I had to speak to 3 people in the shop, including the manager who asked one of the staff to call the police, because I said I wouldn't leave the shop without the refund, the manager went away and left the rest of the staff with the problem, apparently the did call the police, who were asking for some questions over the phone, I was going to stay until the police came, surely they will have force them go give me a refund, but I am sure they have more important things to deal with. At the end they gave me another dvd as an exchange, which I had to get refunded for in a different store.

Surely, they should be some sort of customer protection in this country? What sort of treatment is that for a customer, I was not threating anyone, did not have a gun nor was I stealing anything, how on earth could they call the police, because I wanted a refund for an unused item. I got really stressed and frustated, plus wasted at least 2 hours.

I really want to do something about it, who can I contact?

[benmorg]

There is no automatic right to a refund for goods that are in full working order. It sounds like you weren't being reasonable. No big deal though - you can sell items like DVD players on eBay and get most of the money back.

[Sol]

Dont agree with you Benmorg, I was given the wrong informaton by the person who sold the item and was due a refund under the customer protection act. I doubt it I will get the same money I paid for on ebay. Plus I don't think I should be trying to sell and item when I was acting under my rights.

[benmorg]

You would have to prove that you were given the wrong information about the battery. Also, if the packaging states that mains power is essential, then you're at fault for failing to read the description. Though maybe the packaging wasn't displayed? I would suggest sending a letter to customer services - they will probably give you the benefit of the doubt.

[Alan Medic]

Sol, don't you feel a bit stupid buying something you should have recognised wasn't what you wanted? Isn't that why you are angry?

[Loz]

I'm not sure you were mis-sold anyway. Where did you get the info that a device has to have a "built in battery" to be used on a plane??

[KalamityKel]

refusing to leave a store is not threatening?

There are ways to get things done and that was not it. Why did the manager leave the situation to other staff? Did you accept the managers' departure or ask when they would be returning? Why did you have to get the exchange refunded elsewhere? Was it on principal or because you no longer required it?

Currys/PC World/Comet and the likes are not known for their good customer service when it comes to complaints or returns but usually do manage to find a solution eventually - strange they went for offering you an exchange - which in their view this is what they did (a solution) even though not satisfactory to you.

If you are not happy with the service you received you should follow their complaints procedure.

[alice]

Sol - is it true you are a wannabe gangster [ref khan thread] for wishing to return faulty goods

ps your long game strategy worked you got the refund [effectively]

[Sol]

Thank you Alan, but I was not asking for a physicological analysis. I will let you know when I need one though.

Other stores like John Lewis, Argos and Amazon receive returns and offer refunds without problem. There is not Customer Service at Currys, no wonder why they had to close some stores, Surrey Quays may be the next one, is they are fighting for an ?80 item that was in perfect condition and they could sell again, it means they are not doing very well.

Alice, apologies but didnt understand your message. I was not returning a faulty item at all, the item was in perfect condition and was never used, just was not what I was looking for, the guy who sold it told me it could be used in a plane, which was not true. They say they offer refunds if you change your mind, no questions asked, the catch up though is that the item should be unopened, who do you know if it is what you are looking for without opening and trying it?

Portable dvd players need to have a built in battery that you can charge before you flight. Aeroplanes dont have plugs to connect electric divices, I have travelled with different airlines and never seen one. The item they sold me was just useful for the car not the plane.

The Manager said he finished for the day and left the store, avoiding the problem was his way of dealing with it, what sort of Management is that?

If you look at the customer rights act, you will find out they were not acting in accordance with it.

Thank you everyone for the reply

[Loz]

Sol Wrote:

-------------------------------------------------------

> the guy who sold it told me it could be used in a plane,

> which was not true.

I still don't know where you got this information from. Why do you think it can not be used on a plane??

[Huguenot]

"If you look at the customer rights act, you will find out they were not acting in accordance with it"

You're saying they broke the law? Which law was it and what was the particular element they broke?

[Alan Medic]

Well Sol, you come across as someone who bought something you didn't want and blame everyone else.

[peristalsis]

"They say they offer refunds if you change your mind, no questions asked, the catch up though is that the item should be unopened, who do you know if it is what you are looking for without opening and trying it? "

Was it this one?

http://www.currys.co.uk/gbuk/logik-l7twin11-dual-screen-portable-dvd-player-09006501-pdt.html

[silverfox]

Under the Sale of Goods Act 1979, purchased items must be fit for purpose. If you have to plug it in for it to work the sales people should know it will not work on a plane (at least without special adapters which no doubt are available at extra cost).

If Curry's badly trained (and underpaid) staff lied to assure you this was the case to get the sale, they, as servants of the company, make the company liable for the misrepresentation, unless the company can prove they acted outside their authority.

Personally I haven't darkened Curry's doors for 20 odd years after a dispute.

Would Trading Standards be appropriate here?

[Sol]

Agree with you Silverfox. I found out on Saturday that the person who sold it was new and didn't have much knowledge about the products, I went to the shop with the hope I will get proper advice, however I found more information on the internet than in Curry's. I did pay an insurance on the product when I bought it, so I suppose I had the option of breaking it, get a new one and sell it somewhere else, but decided to be honest instead. I will never go to Curry's again. Amazon is great.

[Sol]

From businesslink:

Customer protection

Customers' key rights when buying or hiring goods

When customers buy or hire goods from you they have certain key legal rights.

The goods must match the description you give of them. If you say a computer has an 80Gb hard drive it can't be 40Gb. You don't have to say a country cottage is in a quiet location but if you do it can't be next to a busy lorry route. For more information, see our guide on fair trading, trade descriptions and Trading Standards.

The goods must be of satisfactory quality - which means they must be of a standard that any 'reasonable person' would regard as satisfactory. They should be safe, work properly, and have no defects in their appearance or finish.

The goods must be fit for the purpose specified - meaning they should be capable of doing what they're meant for. A watch should tell the time - and if the customer said they wanted to use it while swimming and you didn't say it was unsuitable, it should be able to perform this task.

In law, the customer has these rights against the supplier of these goods. That means your business, if you have sold them, rather than the manufacturer.

In some cases, the goods may be covered by a manufacturer's guarantee, meaning the manufacturer will repair an item free of charge. But this doesn't affect a customer's rights against you as a supplier. For more information, see our guide on returns and refunds, warranties and complaints.

[Otta]

You won't use Curry's anymore, Curry's won't have to deal with you anymore, you're happy with Amazon, Amazon get your custom.

Surely everyone is a winner here, this is cause for celebration!

[the-e-dealer]

Currys are awful. I don't use them either.

If they said yes it will work on a plane then they have mis-described the goods. But I think its a mis-description to describe Currys as a shop.

[Lowlander]

Currys sales staff often don't lie in my experience, they're just badly trained and ignorant of their own products. Have a look at moneysavingexpert on how to deal with these situations in future - just quote a few consumer acts, stay calm an you'll get your refund...

[DaveR]

Currys follow the letter of the law i.e. if you buy it online you are allowed to open to inspect and then return for any reason, but if you buy in-store they only allow returns if faulty. It's good to remember that if you buy in store, that's your chance to make sure the product is exactly what you want.

Other retailers often offer more generous terms (and usually better prices, and more knowledgeable staff, and a wider range of products) so as far as I can see the only reason Currys are still in business is because enough people can't be bothered to shop around.

[Sol]

Thank you Lowlander and Dave, very useful information

[Lowlander]

I should emphasise that they are really really badly trained and really really ignorant.

I haven't shopped there for over a decade, but the last time I went in with a friend who wanted a new stereo.

The assistant, with a deadpan face, tried to tell us the one we were looking at did not have a built in radio, when it clearly did. When I switched it on and tuned it in, he was adamant that it was the CD player.

This is the direct link to returning or exchanging goods http://www.moneysavingexpert.com/shopping/consumer-rights-refunds-exchange

[Loz]

Currys and Dixon have but one use. Checking out goods that you then go home and order online...

[the-e-dealer]

I went off currys after my 5th visit where what they had on display was not in stock. Total crap

[Sol]

I am glad to know more people agree with me, and hopefully Companies like Currys will go out of business soon, the customer is the king, a happy Customer will bring in more, an unhappy customer will spread out the world about their bad service, and people will think twice before buying there.