Honoured pensioner left without cooking facilities for weeks

Vijey Rattan, Powys Lane bought a cooker from Currys’ Staples Corner branch on March 3, but on March 7 the cooker that she had bought was broken.

The hob made a rumbling noise when it was turned on, and the 76-year-old and her son Kush asked the installer if there was a problem.

The installer left the house and came back in saying he had made a phone call to the store, who would know all about the issue and would replace the unit.

He advised that it needed to be signed for but made a comment about the sound being made.

The family could not get through to the store directly, and so were advised to contact the cooker’s manufacturer Hot Point.

Hot Point advised that the cooker not be turned on as it may be dangerous and advised that the earliest appointment they would have for someone to replace the cooker would be March 15.

The mother-of-three came out of hospital in December after suffering with heart problems and lives on a vegetarian diet, which she needs the use of a cooker to maintain.

She said: “It was all too much for me, I have been treated badly. It’s been such a headache trying to sort this out.

“I have been through a lot, getting into the car, taking the wheelchair, getting out of the car, sitting in the wheelchair for a long time “My blood pressure is high, my kidneys are damaged, and my knee. I just want the problem to be sorted.”

Kush took his mother down to the shop later that day to see what could be done, but was advised that the store new nothing about the issue but that someone would call in the morning to discuss fitting a new cooker.

When Kush did receive a call on March 8 in the afternoon but was not satisfied with the response so again they went to the store to find out what was happening.

Prison guard Kush said: “We went in to see what could be done, and I asked the manager for his surname as I was making a complaint and keeping track of who I had dealt with.

“He refused to tell me as he said he did not know me. I showed him the receipt and told him I was a customer and my work ID but he said he did not want to tell me because he was scared.

“There were a few of his colleagues near him so I think he was showing off, but my mum is sitting there the whole time in a wheelchair needing help.”

Vijey had paid £419.99 for the cooker, £85 installation fee and £15 for her old, still-functioning cooker to be taken away.

Previously Vijey had been advised that she would not be entitled to any compensation until her daughter complained using social media that they were contacted with someone apologising for the service.

Initially they were advised they would be entitled to £85 compensation, but in another phone call they were advised Currys only offer 10 per cent compensation on faulty items.

The customer services operator refused to acknowledge that they had been sold a broken cooker and advised them that they would get a refund when the cooker was collected a week later.

The faulty item was eventually collected on March 16, but the money had still not been put back into Vijey’s account the following day.

They went back down to the store and the manager that they spoke to apologised for the inconvenience, and offered them 10 per cent off a replacement cooker.

The pensioner has been left to buy a table-top hob to cook on while waiting for the cooker.

Vijey found out in the New Year's Honours list that she is to be awarded the British Empire Medal (BEM) two days after her 77th birthday.

She has been awarded the gong for her charity work and efforts to improve the lives of Asian women since she came to England in 1972.

She is a current trustee of the group Naree Shakti (meaning women’s strength in Hindi) and was previously received awards from India, the EU and the Prince of Wales.

She said: “I am just a simple woman, but my motto is every day is a challenge, and every day there is something challenging.”

When contacted for Currys said:“We are sorry to hear that Mr Rattan has experienced issues with his cooker and installation.

"We’re committed to offering a high level of aftercare on all purchases, and in this instance, we have reimbursed Mr Rattan £85 for all inconvenience. Mr Rattan is happy with this resolution.”