CarPhoneWarehouse Returns Policy?? - HotUKDeals
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CarPhoneWarehouse Returns Policy??

puls3 Avatar
8y, 3m agoPosted 8 years, 3 months ago
Got a Grifin iPhone 3G Case yesterday for £19.99 (got robbed!!) at CPW. Wasn't happy with it so went back to store for return/refund. The guy at cash counter says they don't provide refunds on returns but they can provide me with voucher which I can redeem back anytime (within 3 months).

Asked him if I can use it online - he said he wasn't sure... telephone order - same answer. Another CPW store - Yes.. (might be..). He was on his Command Prompt for quiet long time (I can't believe retailers use such a crap/junk software even in 2008ss) and gets back says.. We're done.. (WTF?).

He explained he credited my account with £19.99!! I was confused... what account.. where.. how? Explains me he credited £19.99 on my Name & Address. Next time I visit any CPW for purchase just need to remind them about it and they will discount £19.99 and also explains I can't use it for top-up voucher!

I mean WTF? I can't understand.. I asked him for a reference number. he said they don't have one.. Asked for print out of the screen which says £19.99 credited .. he said he can't take print out from that screen.

I'm feeling so gutted! Can someone who has had such experience or knows what to do on such occasion help me out please?

Thanks so much in advance!
puls3 Avatar
8y, 3m agoPosted 8 years, 3 months ago
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1 Like #1
True, If the item is faulty or substandard quality/not fit for purpose then legally they are obliged to give you a cash refund.

However, if its just a case of 'You dont like the item', or 'I've seen it cheaper elsewhere can I get my money back' then they're not obliged to give you a cash refund but you'd get a Credit Note/Voucher instead.

NOTE: They MUST give you evidence of a credit note/voucher. Simply saying that it exists on their system is not legal, they must give you a reference number or print out voucher for the credit. Call their head office if you didnt get one.
#2
that is awful customer service tho....i don't think i will be getting my phone (or anything else) from CPW now.

looks like its O2 for me.
#3
StevenA2000_uk
True, If the item is faulty or substandard quality/not fit for purpose then legally they are obliged to give you a cash refund.

However, if its just a case of 'You dont like the item', or 'I've seen it cheaper elsewhere can I get my money back' then they're not obliged to give you a cash refund but you'd get a Credit Note/Voucher instread.

NOTE: They MUST give you evidence of a credit note/voucher. Simply saying that it exists on their system is not legal, they must give you a reference number or print out voucher for the credit. Call their head office if you didnt get one.


Thanks so much Steven! They never asked me the reason for return, the quality of screen protector that came with the case was so **** (and so was the quality). I got the product around 5:30 PM (yesterday) and went home to find how bad it was.. Visited the store at 9:30 AM (today)..!

I also found PC World had the same case for less than half the price! The sales consultant was so rude.. never answered my queries properly.. And I demanded for a note/proof of money credited in my account but they never provided me one! I felt so frustrating... left the store.

I really hate calling CPW customer service, keep transferring my calls to dept-dept and make me wait 30 minutes to just explain my issue. I just hate it! I would stay away from CPW...for Pay Monthly Contracts.. (CS is worse!).

Thanks for the heads up! Rep. left! :)
#4
Update: Things all sorted out after I posted a complaint to CPW via their Online Complaint Center, got a call at 4:30 PM and a lady was so glad to listen to my issue and gave a great solution for it. She explained me she could generate a voucher and mailto my address, but I requested her to refund (which was not quiet possible with the case - accessories return/refund policy), but after few more minutes of discussion she agreed to send me a cheque for £19.99!

She was really good in handing my issue and made sure I was comfortable, also took a note of the branch details and emailed the manager about the behavior of their sales consultants.

All in all, I never thought they would get back to me (which they did) and refunded back (Via cheque). Also requested them to provide reference/voucher when money is credited to their account, seems like their software doesn't has the feature but she promised me to pass on to their tech team about it.

Cheers :thumbsup:
#5
i would of pushed for compensation or interested as they held you money for x amount of days

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