How to deal with Currys Price Match promise?

Posted 30th Apr 2022

Hi,

I would like some input from you guys about your experiences with Currys price match.

Some three weeks ago I purchased a new laptop from Currys it was the cheapest I could find at the time. 5 days later I discovered that overclockers.co.uk are selling the exact same laptop for £100 less excluding delivery.

I went to currys webchat and provided the information to the agent in the chat and they confirmed that they will price match and refund me the difference. I was overjoyed because I didn't want to go through the hussle of returning and reordering. I was also getting a cashback offer from AMEX by buying from currys.

Anyway fast forward to today, I realised I have not had anything refunded so I decided to talk to them over chat again, only to be told that the price match was actually refused because "overclockers.co.uk don't provide free standard 3-5 delivery". No email or any communication was sent to me to state this.

I re-read the price match T&Cs and they don't mention anything about delivery except that they match excluding delivery. There is a vauge statement in the T&C saying product "offered on identical terms". They are claiming that overclockers.co.uk don't offer free standard delivery. I explained that the item is only offered on overclockers for next day delivery which is charged the same way that currys charges for next day delivery so I don't understand that point!

Not only did they first mislead me into beliveing they will price match and refund me but also when I said then I will just return the item, I was told that I was out of the 14 day return window and could not return it now.

I feel so frustrated, I asked to file a complaint. Do you think there is something I can do or is it just a dead end? what are your experiences with Currys "price promise"?

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30th Apr
Example of good outcome at 2nd attempt:
hotukdeals.com/dis…007

Example of unreasonable customer expectation based on the PM company not existing:
hotukdeals.com/com…019

If you have a copy of the webchat confirming PM and/or acknowledgement that Currys had originally agreed to PM then you likely have a reasonable case for detriment.
If Currys declines to admit anything there is likely not much you can practically do, other than threaten to become upset, spam social media, involve disinterested parties such as TS, local MP and other useless entities.

Note that some laptops can be problematic and can develop faults within the first weeks of ownership.
Consumers have a "short-term right to reject" faulty products for full refund inc delivery both ways if the trader is notified of a legitimate fault within 30days of delivery.
30th Apr
Twitch30/04/2022 18:35
I recently had them reject a price match because the other retailer didn't …I recently had them reject a price match because the other retailer didn't accept returns that had been open for inspection like curry's did. They can probably worm out of any price match

The "didn't accept returns that had been open for inspection" concept is likely a misinterpretation on Currys' part and will likely be rescinded when brought to Currys attention in simplistic easy-to-understand form, as it likely was with this example:
hotukdeals.com/com…007
followed by
hotukdeals.com/com…642
30th Apr
Your own fault for buying from Currys. Wait til you have a real issue....
30th Apr
rik11130/04/2022 09:42
Your own fault for buying from Currys. Wait til you have a real issue....

John Lewis have gone down the drain as well. Not like we have much choice now
30th Apr
Nupaino30/04/2022 11:55
Let's hope nothing bad happens. I guess anywhere you buy there is a risk. …Let's hope nothing bad happens. I guess anywhere you buy there is a risk. I had good experience with AO before on laptops and price matches but they didn't stock the laptop I wanted.

AO operates greased-shoulder policy to post-purchase support and typically attempts to negate its 6 years trader statutory durability obligations by attempting to sell its victims post-failure warranties rather than fund solutions itself.
Author
30th Apr
AndyRoyd30/04/2022 03:27
Example of good outcome at 2nd …Example of good outcome at 2nd attempt:https://www.hotukdeals.com/discussions/currys-price-match-not-bq-different-terms-3924007Example of unreasonable customer expectation based on the PM company not existing:https://www.hotukdeals.com/comments/permalink/46840019If you have a copy of the webchat confirming PM and/or acknowledgement that Currys had originally agreed to PM then you likely have a reasonable case for detriment.If Currys declines to admit anything there is likely not much you can practically do, other than threaten to become upset, spam social media, involve disinterested parties such as TS, local MP and other useless entities.Note that some laptops can be problematic and can develop faults within the first weeks of ownership.Consumers have a "short-term right to reject" faulty products for full refund inc delivery both ways if the trader is notified of a legitimate fault within 30days of delivery.

Thank you for this valuable information.
Unfortunately, I don't have a copy of the first webchat where they agreed the price match. however, the agent I spoke to today did not deny that the other agent has agreed to the price match but he did say that the price match team reviewed the request and rejected it. I'm sure they know they made a mistake because he kept saying we will conduct an internal investigation and action will be taken on the agent who agreed the PM in the first place.

What can I do as a second attempt? would it make sense to go talk to someone in my local store and explain the situation and hope they may PM
30th Apr
We bought a TV from Curry's at £1499 in Feb, 3 days later it was £200 cheaper from themselves, which they did tell us they would price match in store but to do it online. 4 times we tried to get it sorted but conveniently for them they didn't reply till around 1 week later stating we had 7 days to sort it out and 7 days had now passed.. many hours of getting passed around they still wouldn't budge.. just gave up in the end, not worth the hassle. I'd just send it back and wait the extra few days if you feel you could do that.
30th Apr
Nupaino30/04/2022 03:51
Thank you for this valuable information.Unfortunately, I don't have a copy …Thank you for this valuable information.Unfortunately, I don't have a copy of the first webchat where they agreed the price match. however, the agent I spoke to today did not deny that the other agent has agreed to the price match but he did say that the price match team reviewed the request and rejected it. I'm sure they know they made a mistake because he kept saying we will conduct an internal investigation and action will be taken on the agent who agreed the PM in the first place. What can I do as a second attempt? would it make sense to go talk to someone in my local store and explain the situation and hope they may PM

Re read bottom of Andy's post and act accordingly ir let it slide. (edited)
30th Apr
AndyRoyd30/04/2022 03:27
Example of good outcome at 2nd …Example of good outcome at 2nd attempt:https://www.hotukdeals.com/discussions/currys-price-match-not-bq-different-terms-3924007Example of unreasonable customer expectation based on the PM company not existing:https://www.hotukdeals.com/comments/permalink/46840019If you have a copy of the webchat confirming PM and/or acknowledgement that Currys had originally agreed to PM then you likely have a reasonable case for detriment.If Currys declines to admit anything there is likely not much you can practically do, other than threaten to become upset, spam social media, involve disinterested parties such as TS, local MP and other useless entities.Note that some laptops can be problematic and can develop faults within the first weeks of ownership.Consumers have a "short-term right to reject" faulty products for full refund inc delivery both ways if the trader is notified of a legitimate fault within 30days of delivery.

They say the email address isn't monitored but i've had a back and forth conversation with someone on it before who eventually agreed to the price match
30th Apr
I bought a laptop from them online a couple of weeks ago and 3 days later they dropped the pric by £200. I submitted for a price match guarantee and I got refunded the difference within 2 days.
Author
30th Apr
rik11130/04/2022 09:42
Your own fault for buying from Currys. Wait til you have a real issue....

Let's hope nothing bad happens. I guess anywhere you buy there is a risk.

I had good experience with AO before on laptops and price matches but they didn't stock the laptop I wanted.
30th Apr
rik11130/04/2022 09:42
Your own fault for buying from Currys. Wait til you have a real issue....

Do enlighten us as to where to buy from then (edited)
30th Apr
Currys will do absolutely anything they can to get out of the price promise - so much so its hardly worth the "paper" its written on. Unless everything is IDENTICAL it is outside of the terms of the promise anyway. So quite often the standard delivery line is brought out when people ask.

Apart from logging a complaint with them (which they'll no doubt ignore) I dont think there is much you can do now.
30th Apr
I recently had them reject a price match because the other retailer didn't accept returns that had been open for inspection like curry's did. They can probably worm out of any price match
30th Apr
Email the Currys CEO (Google it) and you'll get it sorted. I was arguing with Currys CS about £20 last year and got it resolved by emailing him directly. Still took a couple of weeks, but fixed in the end.
Author
2 m ago
Update: After 2 webchats and 2 phone calls over a month chasing Curry's I managed to get my full price match refund of £100. Awful experience and many broken promises but at the end got the result I wanted. Don't let them fool you and chase them up to pay! Hope it helps someone else struggling with currys.