Purchased an integral Fridge Freezer including removal, replacement and installation of the new one. (It was for a friend but this makes this story too long)
I Took out Buy now pay later with Creation Finance.
Basically it was dumped, not installed and the delivery men are not qualified kitchen fitters, parts were missing.
They were going to ring me back within 20 mins about removing or installing but never did.
I wrote formal letters of complaint to the local store, head office Customer Services and copied in Creation Finance.,
I personally visited the store too and handed them the letter so there would be no doubt about whether they had received my complaint. I screen saved my 14 minute conversation with Customer Services from my phone records as proof I had contacted them.
I followed up with another letter of complaint , and a chaser letter.
I also used Resolver and I received a vague response that the kitchen required renovation so they could not fit.
That was not true as they were replacing an old one of similar dimensions, secondly the delivery men admitted that they are not qualified kitchen fitters and did not have the right tools with them.
They just said that they have a target of over 50 deliveries in one day. Certainly not qualified to make any statement about whether or not my kitchen needed renovating or not.
I then made a claim to Creation Finance under Section 75 and Consumer Advice said that this could be classed as an independent ADR scheme as Currys had failed to respond.
Currys failed to investigate this properly, simply stating I had ticked all the boxes when I took out the finance so fully understood the finance agreement, so as far as Currys are concerned anything else is a separate complaint.
They failed to acknowledge that the goods had been rejected as not fit for purpose under the consumer goods acts, and this was misrepresentation as the finance was taken out on the basis of the goods being as described. Currys oversold also I purchased service agreements costing £144 when the FF arrived it had a 10 year full parts and service warranty with the manufacturer, which I was not informed about at the point of purchase.
Over 3 months now and no resolution, so I have escalated to the Financial Ombudsman who is currently investigating.
Now in a pre- action Protocol Letter before serving by recorded delivery, I am waiting for the results of this investigation first.
But if I take to SCC Who do I serve on?
Do I name Currys Retail Group? DSG Retail Group? Creation Finance? (Terms of their contract state that you can sue both them and the retailer in the event of a dispute), or all three?
Any advice welcome.