HELP! Misleading Carphone Warehouse Advertisement

[JonoHarris123]

Hi all,

 

I have recently caught out Carphone Warehouse on a deal that they were advertising on their website, which proved to be misleading. I found a deal on their website entitled 'save up to £100 on SIM FREE phones' upon clicking this deal a phone I have been looking for was posted on here, although with no discount at all on it, but instead offering a free gift instead (worth £69). I raised the issue that there was no discount on the phone SIM FREE and was told that what you get instead of discount off the phone itself. I have then reached out to both their Twitter and Facebook pages reagrding the issue providing screenshots of issues I had as proof. I subsequently did not get a response to it.

 

I then went on to call their customer service team as it was the most relevant phone number that I could find for the issue I had. Upon speaking to them, the guy I spoke to didn't give me any help, but just relayed exactly what the website said and stated there is nothing he can do. I said 'thanks for the help' when he sighed and hung up on me. I then emailed PR after searching through their website and finding two email address that were higher up and PR related. I recieved an email back the next day (6th December) asking if they could phone me and chat. I gave them a number and they rang me the next day (7th December).

 

I explained the issue and the person I was speaking too didn't mention the issue of the advert being misleading at all, but made it clear to me that the phone was already heavily discounted from £719.99 to £599.99 yet there was no evidence of this. The phone is made by Google and upon checking on their website the phones retail price is £599.99, yet I was told there was already a £120 saving on the phone from retail. He then went on to finally mention the issue of the misleading advert and said that they are willing to offer me £25.00 grattitude in exchange for pointing this error out.

 

They have since subsequently removed the phone from that deals page and also three other phones so they clearly then realised that there are numerous phones that were misleadingly advertised. These deals had been on the website for at least a week or so, meaning that more people must have seen it. I was unable to speak last time I spoke to the advisor, so asked him to call me back today (9th December) and he hasn't, I phoned him and he was busy so waiting for a call back.

 

I have not actually purchased the phone as of yet, I am still looking to purchase it, I feel as if £25.00 grattitude is a way for them to hope for me to let this go. Am I right to feel as if I shouldn't accept this and pursue it further or just take the grattitude and leave it be as they have removed the advert? I feel that the cost of the free gift that they were advertising instead of the correct deal is a reasonable grattitude (£69).

Edited December 9, 2016 by JonoHarris123
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[CraigMcK]

The pixel was never £719, The XL was and is £719. So if they said it was a higher price that's not true. Did you record it or get it in writing?

 

The advert does say up to £100, £0 does fall in that range so I suspect you won't really get anywhere. Would you still complain if it had £5 off on the website?

 

Regarding the £69, you have to remember it does not cost them £69 to give you this, in fact it could be the manufacturer who wants a few more in consumers hands that supplied them free of charge. Funnily the phone is still selling for £599 when you take it with a sim, with no free gift. I don't understand why anyone would choose thiat option.

 

So personally I would call back try to get a bit more than £25 but call it a day if they don't move it, take the £25 and be happy at that.

[WarrenBuffet]

If you type contact details for blue chip companies managing diRectors into google, you should find a website that lists all the contact details, email, telephone etc of MD's of most blue chip companies.

 

I had issue recently with CW and emailed the MD who immediately escalated my complaint and had a member of head office team deal with my complaint to my satisfaction.

[JonoHarris123]

The pixel was never £719, The XL was and is £719. So if they said it was a higher price that's not true. Did you record it or get it in writing?

 

The advert does say up to £100, £0 does fall in that range so I suspect you won't really get anywhere. Would you still complain if it had £5 off on the website?

 

Regarding the £69, you have to remember it does not cost them £69 to give you this, in fact it could be the manufacturer who wants a few more in consumers hands that supplied them free of charge. Funnily the phone is still selling for £599 when you take it with a sim, with no free gift. I don't understand why anyone would choose thiat option.

 

So personally I would call back try to get a bit more than £25 but call it a day if they don't move it, take the £25 and be happy at that.

 

I spoke to them yesterday evening just before they finished for the day. The guy that has been dealing with the issue was not budging on the £25 value of gratitude. I do understand what you are saying regarding if it were £5 off the phone I wouldn't be complaining.

 

When I mentioned again about there being two seperate phones the Google Pixel and the Google Pixel XL, and that the Google Pixel phone that I was questioning about did not retail for the price he stated to me previously (£719) and actually retails for £599 as listed on their website. He brushed off the question and went back to talking about the VR not being part of the deal and ignored what I had said and that I called him about the prices.

 

When I spoke to him on then phone he was very keen to emphasize to me what they are insured for, including their terms and conditions and that all deals are subject to change. I unfortunately didn't record the conversation, but, I have made my own notes of phone conversations and we agreed yesterday that he will email me a letter, which explains the situation that was raised originally and all that had been discussed within our conversations and emails. I made it clear to ask him, that if I didn't agree to what he has written in the letter and feel that it is trying to take away from some points that I made etc, then I could ask him to rewrite the letter until I am happy with it. He said that this letter can be taken to any third party company if I wish to use for whatever I decide to do.

 

He was not budging from that £25 gratitude.

 

If you type contact details for blue chip companies managing diRectors into google, you should find a website that lists all the contact details, email, telephone etc of MD's of most blue chip companies.

 

I had issue recently with CW and emailed the MD who immediately escalated my complaint and had a member of head office team deal with my complaint to my satisfaction.

 

Would it be worth doing now. I originally emailed the Head of Customer PR and the Senior Customer PR Manager, my original email was passed on to the escalation team (CEO team). I feel that if I did end up emailing them again it might get straight passed onto the same department and get the same offer. I have found the information and contact email address for the MD, but skeptical as think it may end up with the same people. I do appreciate the help, what do you think, considering i'm already in contact with escelations team?