help with cancellation please

Don’t cancel, get a returns number from the vendor within the cooling-off period, ​@EMMACULLEN. 

https://www.idmobile.co.uk/help-and-advice/returns-cancellations

Is the cooling off period the 14days? We are just out of it

Hello ​@EMMACULLEN 

Thanks for reaching out to us here on the community. 

We are very sorry to hear the phone is not the correct one. 

Was this purchased in store or online please?

Nat

Hi, it was purchased online

Just checking ​@EMMACULLEN 

So you’ve double checked the order and your husband definitely ordered the wrong phone?

Or could it be that the phone received doesn’t match what your husband ordered. I would double and triple check what your husband actually ordered. The reason for asking is 3 customers that I’ve read about have had phones delivered that do not match with what was ordered. I think in 2 of the cases the phone delivered was actually a fake iPhone 15 and when the customers returned them iD have said, in a roundabout way, that the customer returned the wrong phone.

If this is the case it appears to be happening whilst the phones are in the hands of DPD.

Thanks Daz but yes he definitely ordered the wrong one

Thanks for confirming.

So he’s the ‘naughty elf’ for Christmas in your house then!!

Hey there ​@EMMACULLEN, was it purchased via iD Mobile online directly?

I’d recommend contacting our live-chat for the quickest resolution here, as it’s time-sensitive due to returns windows:

https://www.idmobile.co.uk/live-chat

Thanks,

Tyler

Hi Tyler, I tried to live chat but it was of no help. It was purchased online via carphone warehouse. So ID mobile are saying we must go through Carphone warehouse and carphone warehouse are saying we must go through ID mobile. So we're getting nowhere unfortunately 

Unfortunately ​@EMMACULLEN, for online purchases from Carphone Warehouse the cooling off period is 14-days.

You can text “INFO” to 85075, from the phone with the iD SIM to get an idea of the early termination charge. 

I thought so. I'm stuck with the wrong phone then because it looks like to cancel I'd have to pay the whole 2 year contract out. Nightmare, just hope my daughter isn't disappointed on Christmas morning.

Hi ​@EMMACULLEN,

Unfortunately Carphone Warehouse offer a different returns policy to purchases made with iD Mobile directly.

Any return would need to be completed by the retailer Carphone Warehouse.

If you require further information please let us know.

Kash

Hi Kash, Carphone Warehouse are saying the opposite. They're telling us it has to go through ID Mobile. That's why we are at a loss on what to do

The only other thing I could suggest Emma is to actually pop down to your nearest Carphone Warehouse and be honest and explain your predicament.

Start if off by saying your husband bought the wrong phone, that you didn’t physically check it as it was ‘sent to santa’ for safe keeping. Then when you went to wrap it up you spotted it was the wrong phone.

You could mention you reached out to both CPW and iD via their online channels and you were passed from pillar to post which added extra days to this whole issue.

At the end of the day a few hours getting to a CPW store and actually chatting face to face with a manager might be another possibly option. Surely if the phone you wanted was of the same or greater price I can’t see why a human can’t override a computer.

(your reply above wasn’t there when I wrote this. I’m baffled as to why CPW are pushing you to iD - this now might warrant a formal complaint to CPW or Currys head office. Your contract was with CPW as these are who you signed up through)

Hi Daz, yes that's what I will do. The phone I was supposed to get is of greater price for sure. 

Am I right in saying that it's Curry's I have to go to, do they own carphone warehouse now? I'm in NI and I def don't think there's any CPW stores anymore. Thanks for your help

I did drop an edit Emma

Please do. We know this was not their fault but at the end of the day we’re only human and we all make mistakes. Only a liar would say they didn’t. You and I both know that if they sent you 2 phones they’d be hounding you for 1 to be returned.

Yes, you’d probably have to go to Currys then as you have no other plausible option.

Now its not for me to say you spotted this on day 13 and due to both parties giving you the ‘pass the parcel’ treatment you went over the 14 days, as that’s not being totally honest, but I know others would try this avenue, so though I should mention that. But I wouldn’t tell on you if you did!

Thanks Daz!! Fingers crossed 🤞

Story time…..

There was once a man who bought his daughter a phone, but he was a cheapskate so bought the wrong one. His wife, lets call her Emma, spotted her husbands penny pinching escapades and thought mummy knows best, so she approached the big bad man called CPW. But CPW said no no no you need to speak to iD Mobile.

So Emma checked and iD Mobile have a 30 days returns policy as the Christmas fairy, called Ande, told her so. So Emma was relieved and confused so spoke to the bad man called CPW as that’s where Emma’s husband bought the phone from, so Emma thought okay I have 30 days to sort this, so left it a few days. Then the big bad CPW said no no no, you need to go to iD. So Emma did.

And iD said no no no you need to speak to CPW. And that’s when Emma found out (from the same fairy) that CPW only have a 14 days return policy, but iD Mobile have 30 days. Then the Christmas Grinch called Currys said I own both and both have different returns policies and we’ll play each one off against each other and really tie Emma up in tinsel.

But Emma was very determined to have this resolved and went down to see Currys and gave the wide eyed teary puss in boots treatment (like in Shrek) and Currys said well if it’s gonna make me richer of course I will swap the phone to the one Emma wanted for her daughter in the first place.

And everyone lived happily ever after.

edit. Obviously Ande assumed it was from iD, hence the 30 days before Emma revealed it was CPW, thus finding out it was 14 days - just in case the story sounded wrong in that way.

Anyway, you went to CPW and they said go to iD. Stick with their advice then as iD have a better returns policy and state CPW insist you go via iD. CPW gave you a way out!

Hi ​@EMMACULLEN 

If you’ve ordered online from iD Mobile online, you have 30 days to return.

If from Currys/Carphone Warehouse, you’d only be able to return in 14 days based on being unhappy with the coverage.

Tom

(Corrections made)

Hey ​@Tom, this seems to contradict the Carphone Warehouse website. 

So confusing for everyone.

Hi ​@andewhite 

My apologies, I am incorrect above.

iD Mobile online allow up to 30 days from purchase.

Carphone Warehouse online allow up to 14 days from delivery completion.

Tom

Easy done Tom

(Though why Currys owned brands have different returns policies is a mystery to me. Make it simple and have them all at 30 days - happy customers = potential repeat custom)