What a fuck up - apple watch delivered to wrong address

[NigellaAwesome]

My DH ordered a new apple watch from a major high street seller. The order was placed over the phone - I was with him and heard the conversation.

We got various emails today stating that it was due to be delivered today by Royal Mail. Then an email stating it had been delivered at 5:10pm. I was in the house, and no-one had called to the door. I checked with neighbours - no delivery.

I phoned the seller, and they said that they had delivered to an address 50 miles away, which had a similar postcode, but the address doesn't bear any resemblance to ours. They said it must have been our fault for inputting the wrong address online. When I said it had been ordered on the phone, they said we must have provided the wrong address. Conveniently, they say they don't record calls for online orders.

They have suggested that we drive to the address at which it was delivered to ask for it back. I have an issue with this because,

1. It's 50 miles away, so 100 mile round trip;
2. I have no idea how the householders might react;
3. It's not our mistake

The major high street seller seems to be suggesting it is our loss. They have said they will get a courier to attempt to collect it from the address tomorrow, but if the householder denies knowledge it will be a police matter. I know that the police will say it is a civil matter.

AIBU to think this isn't our issue, and the seller needs to sort this out?

Even if you just paid for part of the order with a credit card you should still be covered. Make a section 75 claim.

The address they sent it to doesn't even match the incorrect postcode they recorded

Well I don’t see how this can be anything other than their fault then.
They put in the wrong address, then then sent it to a further wrong address. Which bit is your fault?

OP Currys are notoriously a nightmare with issues. Keep pushing, and the promise of someone calling you back won't happen.

I bought a range cooker from them, I also paid for installation, it arrived damaged. They insisted on the install and they said I had to follow up with the after sales team, it took 20 phone calls, and four weeks to resolve. I ended up using social media to complain and it was rectified immediately.

Good luck

You cant claim a loss with Royal Mail. Only the sender can. You dont have any sort of contract eith royal mail. It's the sender who make a claim against them.

They just have the billing address correct because the payment wouldn't be processed if the address didn't match the account paid with

This is incorrect, I rarely give the right billing address when ordering online (usually just click same as delivery which is my work) never had a decline from this
1

OP, hope you have been able to resolve this today. If the person who the watch has been delivered to is trying to keep it shame on them.

I ordered something from Amazon on Black Friday which never came. I contacted customer services two days ago. Spoke to a very sensible and polite person who assured me a replacement would be sent. It arrived this morning. Would that all queries could sorted so easily.

I ordered something from Amazon on Black Friday which never came. I contacted customer services two days ago. Spoke to a very sensible and polite person who assured me a replacement would be sent. It arrived this morning. Would that all queries could sorted so easily.

In over 20 years of using Amazon, I've never once had an issue that wasn't resolved within the first approach to customer services. I'm a grown up. Things go wrong. It's how they are fixed that matters. Sadly most "customer service" seems to revolve around either denying fault, or making it the customers fault.

Agree with @mummmy2017

Contact them via Facebook/Twitter any social media platform you can. It usually gets their arse in gear.

Definitely tweet them, I have done this for companies before and always had a response and a resolution. Good luck.

Agree DGRossetti Amazon have always been good in my dealings with them. I was well impressed to receive the replacement within 36 hours.

@NigellaAwesome Can I just say while i admire your ideals - please please just buy from Amazon. They have far far better customer service and returns policy than Currys....

Curry’s customer service is bottom tier.

I bought AirPods, which include a 1 year Apple warranty, but Curry’s gave Apple a purchase date 2 months earlier than when I actually ordered them they were useless when sorting this, however Apple rectified it quickly.

Also, my AirPods are almost a year old and have had subsequent issues. Apple would have exchanged them for me now, no cost, for the AirPods pro if I bought them directly from Apple. Curry’s couldn’t care less.

There are certainly better retailers out there eg Apple, John Lewis or Amazon

The annoying thing is that we could have just ordered it off Amazon at the same price, with no hassle, but we wanted to give the sale to a UK company that pays decent tax.

The problem with that approach is it just encourages shit service. If a company - any company - thinks it can rely on your customer regardless of it's customer service it shouldn't take a brain surgeon to work out what's going to happen. It's how British Leyland got away with making such crap cars for so long, (and how Currys are still getting away with it now ...)

Definitely get onto Twitter.

Update - after spending an hour on the phone today, Currys sent a refund for £409 - although it is on a gift card, and whether it actually arrives is another matter.

There is still £20 outstanding, relating to it being part-paid by gift card (they sent a £20 gift card to the wrong address too), but we are on the way to getting sorted.

The only thing is that we will now have a gift card for £400, so will need to buy replacements instore at Currys. Hopefully will have it sorted before Christmas. I have no idea whether or not the watch was recovered from the people at the wrong address.

What a palavar.

Why a gift card, you’re entitled to a monetary refund? If you were happy to pay £429 for it, you may as well buy it from another retailer as it seems to be the standard RRP for an aluminium S5

As if they managed to send the £20 gift card to wrong address too.

@halloumi2019
No, she's entitled to a refund using the same method as her payment. She paid with a £400 gift card so they refund it back to her on a gift card. She should get the remained back on her credit card though

Can I just say while i admire your ideals - please please just buy from Amazon.

I’m going to counter by saying please continue NOT to buy from amazon.
I’ve managed not to buy from them for the past few years. They don’t pay tax and treat their customers like arse. They rely on people putting their morals behind them.

The same thing has happened to us today. Only we made the mistake. We ordered with ASOS and it was delivered to our old address. We have been there three times and they won’t answer. We have put a note through the door. It’s annoying as we haven for moved over half an hour away - sorry to hijack the thread but does anyone have any advice?

Grrrr fat fingers *we have moved over half an hour away

I've had shit service from Amazon recently, just to counter the Amazon love 😂 I ordered £100 worth of stuff, they kept saying the parcel was delayed, I have Amazon prime so was fairly hacked off when it still hadn't been delivered 4 days later. They gave me a £5 gift voucher and guaranteed it would be there by 9 pm that night, the next day they emailed to say the parcel had been lost. I rang up to sort and asked them to redo the order, they refused and said they'd refund me onto a gift card and I'd have to reorder myself. I went elsewhere. In the past when they've messed up like this they've added a month onto my prime account, and just replaced the order, so definitely not the shining light of customer service they were.

Ooh just read back and am confused you paid over £400 on a gift card...but said you wished you'd used amazon but you wanted to give the sale to a retailer...but you couldn't have used amazon as you had a curry's gift card! Anyway you have another gift card now and you'll have to use that at Curry's just order on line this time for the love of fucking God., who gots time for phone calls.

Lola My DH can buy Curry's gift cards online, and can get a 5% discount on them through his work. So immediately before placing the order, you can buy gift cards online - hence using gift cards to pay for the majority of the purchase.

Convoluted, I know, but my DH likes his discounts.

Currys are, quite literally, the gift that keeps giving.

They sent an email saying that they are sending a refund card to us for £400. Except they have sent it to the wrong address again.

So the people at the wrong address have not only received our Apple Watch and a £20 gift card, but have now been sent an additional £400 gift card.

I've just spent yet another hour on the phone to Currys. I'm waiting for them to ring me back. FFS

Sorry, I’m actually laughing at your latest update. How can they be so stupid?! It’s unbelievable and hilarious.