Currys - where do I stand?

[Themaidshandstale]

I purchased a cooker from currys a few months ago. We'd moved into a new build house and the first time we used it ( a week or so after purchasing it), we noticed the hob didn't register pans on the right side (induction hob). We contacted currys straight away who said we had to go through the manufacturer, hotpoint. They refused to deal with a return or replacement until we did this. Contacted hotpoint and had to wait nearly 4 weeks for an appointment. Engineer came, was exceptionally rude. Needed to order part. Que another visit 2 weeks later, again was shockingly rude and sarcastic. Said he fixed it. Left, checked the hob and it still doesn't work! Noticed that a screw hadn't been screwed in either. That night opened the oven door and that came off! Its hanging on by one corner. I'm guessing he broke it when moving the cooker out. Contacted currys again who still argue that hotpoint need to inspect it to tell them the fault is still there, even though I've provided photos and videos. The door is really dangerous and we have 3 young children and left without a properly functioning cooker for 2 months. It was cheap either, cost us over £730. We just want a replacement. Where do we stand legally?

If you’ve gone to Hotpoint; you need to continue to go to Hotpoint.

Curry's should replace it for you. You bought it from them and it was faulty. Keep nagging them.

We went to hotpoint as currys said we needed to. We now have found out this is false and as it was within 30 days, currys should've replaced it for us.

Good luck op. Currys are a complete nightmare to deal with. Dh won a TV on a currys competition it took him months to actually talk with anyone at Currys then more months to actually receive the TV. They completely ignored him/fobbed him off probably hoping he would just leave it.

You could try CAB and see if they can help you. Also have you tweeted about this and tagged them? It's amazing how quickly a problem gets sorted once in twitter land.

@Diorinthecountry thanks! I will certainly never use them again. Sounds like such a pain for you.

I will give twitter a go!

Your contract is with Currys, not Hotpoint. You can reject faulty goods and ask for a refund but if you accepted a repair then your options become more limited. It has nothing to do with 30 days, that is distance selling or their own policy. Your statutory rights are more robust. Try looking at www.citizensadvice.org.uk/consumer/somethings-gone-wrong-with-a-purchase/return-faulty-goods/#:~:text=You'll%20have%20legal%20rights,t%20match%20the%20seller's%20description

I appreciate that, but legally; once you've approached the manufacturer, the retailer can discharge their legal duty under the Sale of Goods Act - which I imagine is what Currys will now do. A cynic would say that is why they encouraged you to contact them in the first place.

It's a shame you didn't reject if for a full refund initially; if it was within 30 days of purchase, as they couldn't have refused that.

I did ask for a refund, I was told I couldn't have a refund until it was inspected by the manufacturer to confirm there was a fault. Then obviously I shouldn't have accepted a repair, at that point I should've asked for a refund I guess.

As has been said, your rights are against Currys, not the manufacturer. However, as things stand, the manufacturer has tried and failed to repair the cooker on Currys behalf. You therefore have the right to reject it and receive a full refund.

Ignore talk about 30 days. That refers to the short term right to reject. As a repair has been attempted, you now have what the law calls the final right to reject.

Go back to Currys and insist on a full refund.

@prh47bridge thank you, that's really helpful. They are insisting that they need the manufacturer to confirm that the fault is still present before giving a refund, is this true? Or can I insist on a full refund now?

There is nothing specific in law about this. However, would be clear with them that the manufacturer can inspect the machine, but you don't want them to attempt a further repair.

@prh47bridge they still won't agree to giving a refund. Just repeating that once the engineer has assessed, they will be better placed to advise. I just feel stuck!

Point out that, under the Consumer Rights Act 2015, since they have attempted a repair and it has failed, you have the right to reject the oven and receive a full refund. Tell them that, if they refuse, you will take action against them in the small claims court. If they still dig in, your next step will be to send them a letter before action.

Just to say this has been my experience of them too. Sent me to Samsung for a TV fault, got churned around in circles, silent treatment, eventually gave up and bought a TV from John Lewis instead. Never again. AO use the same tactic, awful experience.

How did you pay op? If you paid by credit card then the card issued is jointly liable I believe under section 75 of the consumer credit act. I've often used that when the retailer has been trying to avoid giving a refund.

Curry's are terrible when goods are faulty. My DGD and her boyfriend are trying to get a refund from them over a TV they bought which was delivered with a cracked screen. Curry's are trying to get out of it by blaming GD and boyfriend for causing the damage.

Curry's really are bastards. Never heard a good word said about them. Had my own bad experience too. I avoid them like the plague now.