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?

At least they can back track. They accepted the blame and offered a refund; so they accepted that the address they used was wrong.
They've then sent the refund to the same wrong address... but there is no way at all for them to argue that they didn't make a mistake. They know the address is wrong, so you will get another one. Just keep pointing that out if they try to argue.

*they can't backtrack

You need to pay £100 or more on a credit card as full or part payment to be covered.

No, you can pay 1p on a credit card and be covered as long as a single item cost over £100 not just the total order.

The legal responsibility is with the seller in the UK in distance selling scenarios. They owe you a full refund/ new watch delivered to the correct address. And they know this. Kick up a stink.

Oh, and the refund should be processed to your card, not put on a gift card.

@Bibijayne

No. They paid with a £400 gift card. They are entitled to a refund using the same payment method. If shops refunded all gift card purchases in cash/onto debit card then they would lose the money. Someone has a gift card, they want to retain that money. The refund goes back onto the gift card.

OMG your latest update is hilarious.

Those people at that address will think Christmas has come early

I hope you get it sorted.

Oh, and the refund should be processed to your card, not put on a gift card.

That's not correct. If a customer pays by gift card, they are only entitled to a refund back onto a gift card.

We don't mind if we get a refund on to a gift card, so long as we actually get it, preferably before Christmas (2019).

Curry's have said they will honour the original Black Friday price, and will send the gift card electronically, but apparently that department doesn't work weekends, so who knows if that will actually happen.

Time spent on calls is currently 3 hours and counting.

What an actual fuck up!

Those people at that address will think Christmas has come early

I thought this!

Curry’s could possibly cancel the gift cards though (they probably have the card number and can do it remotely) but knowing them, they’ll somehow mess that up too.

Was the courier able to collect the watch from their address then?

OMG, they really cannot get this right can they?

If you order again in store, please select the option to collect from store if that's available. I don't think I'd trust them again.

Could you not ask to collect your refunded gift card in store too? You could order your Apple watch whilst you are there.

Great news! We got our gift voucher refund by email on Monday for £400.

Watch ordered for delivery to store. Due in today.

Shit news! We've just got an email from Curry's to say our order has been lost in transit

WTAF Currys?

How the actual fuck have they managed that! I’m sorry but that’s incompetence bordering on insanity!

Who else thinks that instead of delivering it to your local store, they've sent it to the previous (wrong) address? So someone is up two apple watches and a £400 gift card?

Very possibly!

How on earth can they get it wrong so many times?

There is a very real danger that my DH is not going to get his watch by Christmas at this rate.

Think you need to take the matter higher up within the company. This is shameful!

Be careful if you want to use the £400 gift card online, my work do a similar voucher/cashback scheme and I nearly lost it all through Curry's online gift card system. I also had to phone them to resolve it. Honestly don't know how they are still in business! I would make sure you use the voucher in store to avoid any further mess ups! And I hope they are going to match the Black Friday price for you.

God this is hilarious, am sure you're tearing your hair out, but I don't think I've had such terrible customer service and I've had some bad experiences.

On top of the watch, I think you should get compensation for the all the hassle, time wasted and stress in sorting this out. But only if it doesn't go to the mystery address/person who seems to have won the jackpot at your expense!

Who else thinks that instead of delivering it to your local store, they've sent it to the previous (wrong) address?

It probably has!

What an actual shit show. Such a dire experience.

We finally have a watch!

What a palaver though. A total of 4 hours spent on the phone trying to sort it out.

Hurray! Also blimey. Not worth the saved £20, eh?

Spoon I may have said similar to DH.