I see the same complaints with Currys PC World every day and the staff appear to be trained to deliver the same fob offs, lies and excuses to customers, so this blog explains your consumer rights.
The Consumer Contracts Regulations 2013 gives you a 14 day cooling off period to reject any goods ordered online that do not meet the Consumer Rights Act 2015. No ifs or buts – that is enshrined in your consumer rights. You are entitled to a full refund or a replacement.
S22(3) of the Consumer Rights Act 2015 gives you a 30 day ‘short-term right to reject’ any faulty goods and get a full refund – no questions asked.
Contact your bank / credit card provider and raise a chargeback if you are struggling to get a refund (explained more in ‘Options’ at the bottom of this blog).
Contact details for the CEO Resolution Team and Directors to escalate complaints are at the bottom of this blog.
Report your complaint to the Retail Alternative Dispute Resolution (Retail ADR) who will investigate your case.
If you have paid extra for next day delivery and it has not been met, you are entitled to a refund for the amount paid as it has not been fulfilled. That is covered in the Consumer Rights Act 2015. Don’t let Currys PC World keep the money – they rarely meet any delivery dates and promises.
You are always entitled to a full refund / repair / replacement if an item is faulty, unless the fault is pointed out to you when you bought it.
The Consumer Rights Act 2015 gives you 6 years cover in England and Wales and 5 years in Scotland.
You are also entitled to a full refund by the same method of payment. You are not obliged to accept a gift card voucher.
If you have bought a gift card through your employer’s scheme and are stuck with a faulty item, simply ask your employer to reverse the payment. Your contract is with your employer through their scheme, so it is usually fairly easy to remedy.
You do not need to pay £60 for a repair if the fault is proven by an independent report / proof that it is a common fault in the public domain. Your contract is with Currys – they need to resolve it, not the manufacturer.
A Manager will never return your call. This is the most popular fob off used by the staff on the phones, who are working from home.
I cover Dyson battery problems separately, which is another common problem that brings its own fob offs.
You can find out more about how to resolve complaints and motoring disputes in my book. If you cannot find an answer to your query in this blog and comments or my book, you will need my services. I can, for a fee, provide bespoke advice to resolve your dispute. Do not message me asking for free advice as I will not respond.
CONTENTS
YOU NEED TO CONTACT THE COURIER FIRM
YOU NEED TO RETURN THE FAULTY GOODS BY COURIER
YOU NEED TO SPEAK TO THE MANUFACTURER
YOU NEED TO SPEAK TO THE FINANCE COMPANY CURRYS PC WORLD SET YOU UP WITH TO BUY A FAULTY PRODUCT
THE WARRANTY DOES NOT COVER THIS FAULT
YOU DID NOT TAKE OUT A CARE PLAN – THERE IS NOTHING WE CAN DO
WE CANNOT GIVE A REFUND AS THE PRODUCT IS OUT OF WARRANTY
IF THE ITEM IS OUT OF WARRANTY, THEN WE WOULD NOT BE ABLE TO OFFER A FREE OF CHARGE REPAIR
YOU DO NOT HAVE A RECEIPT SO WE CANNOT GIVE A REFUND
IT WAS BOUGHT IN A SALE – WE DO NOT ACCEPT RETURNS ON THAT BASIS
YOU / WE WILL HAVE TO RETURN IT TO THE MANUFACTURER
WE CANNOT GIVE A REFUND AS IT IS COMPANY POLICY – YOU CAN ONLY HAVE AN E-CARD OR VOUCHER
IT TAKES 14 DAYS TO REFUND YOUR ACCOUNT
YOUR PAYMENT IS ON ITS WAY AND WILL BE IN A HOLDING ACCOUNT – YOU NEED TO CONTACT YOUR BANK
WE NEED TO DO AN INVESTIGATION FOR A DELIVERY YOU HAVE NOT RECEIVED BEFORE WE CAN ISSUE A REFUND
WE NEED TO CHARGE AN ADMIN FEE TO PROCESS A REFUND FOR GOODS THAT HAVE NOT ARRIVED
WE ARE UNABLE TO REPLY TO YOUR DM (DIRECT MESSAGE) DUE TO TWITTER’S POLICY
I BOUGHT A LAPTOP IN STORE FOR £500 AND I WAS GIVEN A £300 ONE – NOTHING CAN BE DONE ABOUT IT
CORONAVIRUS MEANS THAT WE ARE EXPERIENCING DELAYS
YOU NEED TO CONTACT THE COURIER FIRM
This fob off is trotted out when a delivery has gone missing, is late or has simply not turned up.
I have spoken about online shopping and failed deliveries as I see this problem all the time.
The contract you have entered in to is with Currys PC World and not the courier firm. It is up to Currys PC World to resolve this under the Consumer Rights Act 2015.
YOU NEED TO RETURN THE FAULTY GOODS BY COURIER
This is just a spin-off from the above fob off.
Your contract is with Currys PC World – it is their responsibility to resolve matters under the Consumer Rights Act 2015.
YOU NEED TO SPEAK TO THE MANUFACTURER
This is a catch all fob off that is used for all appliances that have been sold by Currys PC World. Staff often use this in their shops for Apple products and I have seen it used for fridges, TVs, washing machines and other appliances.
Your contract is with Currys PC World as the retailer – not the manufacturer. It is up to Currys PC World to resolve this under the Consumer Rights Act 2015.
YOU NEED TO SPEAK TO THE FINANCE COMPANY CURRYS PC WORLD SET YOU UP WITH TO BUY A FAULTY PRODUCT
Wrong – your contract remains with Currys PC World as the retailer. It is their responsibility to resolve your complaint in line with the Consumer Rights Act 2015.
However, the finance company is also liable under S75 of the Consumer Credit Act 1974 if the item cost more than £100.
You can therefore raise a claim and seek a refund. The finance company will investigate your claim and honour it if it is proved.
YOU OUGHT TO BUY AN ADDITIONAL WARRANTY AS THE WASHING MACHINE WILL NOT LAST PAST THE ORIGINAL GUARANTEE PERIOD – YOU WILL HAVE NO COMEBACK UNDER THE CONSUMER RIGHTS ACT 2015
Simply another lie and an unscrupulous commission based sales tactic.
Pushing worthless warranties when the Consumer Rights Act 2015 gives you better cover for free for up to 6 years in England and Wales and 5 years in Scotland is simply unacceptable. Furthermore, saying that you will have no comeback under the Consumer Rights Act 2015 is illegal and mis-selling.
You do not need any warranty whatsoever.
THE WARRANTY DOES NOT COVER THIS FAULT
Yet another popular fob off. The Consumer Rights Act 2015 gives you free cover for up to 6 years in England and Wales and 5 years in Scotland.
Goods need to be:
- Fit for purpose
- As described
- Satisfactory quality
- Last a reasonable length of time
The warranty is irrelevant.
YOU DID NOT TAKE OUT A CARE PLAN – THERE IS NOTHING WE CAN DO
You do not need to take out a warranty or a care plan – these are simply commission-based sales for staff.
The Consumer Rights Act 2015 gives you free cover for up to 6 years in England and Wales and 5 years in Scotland.
Goods need to be:
- Fit for purpose
- As described
- Satisfactory quality
- Last a reasonable length of time
You are entitled to a repair, refund or a replacement if the goods you have bought do not meet the Consumer Rights Act 2015.
WE CANNOT GIVE A REFUND AS THE PRODUCT IS OUT OF WARRANTY
You do not need to rely on a warranty as the Consumer Rights Act 2015 and your consumer rights override it.
You are entitled to a refund within the first 30 days from the date of purchase.
If you discover any faults within 6 months of ownership, the presumption is that the fault was there from the outset unless the retailer can prove otherwise. This is where you apply the reverse burden of proof.
The onus is on Currys PC World to prove that the fault was not there at the time you purchased the product.
You need to give Currys PC World one opportunity to remedy the faults and if this fails, you have the right to reject the goods and demand a full refund without deductions.
If 6 months has elapsed, the onus is on you to evidence that the fault was there at the time of purchase. This can be evidenced by an expert opinion or evidence that this is a common fault with this product.
IF THE ITEM IS OUT OF WARRANTY, THEN WE WOULD NOT BE ABLE TO OFFER A FREE OF CHARGE REPAIR
Your contract is with Currys PC World and it is their responsibility to either offer a repair or replacement under the Consumer Rights Act 2015.
Your consumer rights override any warranty. The Consumer Rights Act 2015 gives you up to 6 years free cover in England and Wales and 5 years in Scotland.
WE CAN ONLY OFFER A FREE REPAIR IF A LAPTOP / PRODUCT IS FAULTY OVER 30 DAYS – 12 MONTHS WITHIN WARRANTY
A popular fob off and another lie. The Consumer Rights Act 2015 states that once 30 days has elapsed, you need to give Currys one opportunity to repair it. Your contract is with Currys and not the manufacturer.
You are entitled to a refund / replacement within 6 months if that fails as it is considered that the item was faulty since inception. This is called the reverse burden of proof as Currys PC World needs to prove otherwise.
You will need to provide proof once 6 months has elapsed. This can be done either by an independent report or proof that this is a common fault that has been widely covered in the public domain.
MY TV DEVELOPED A FAULT – INDEPENDENT REPORT CONFIRMS IT WAS A MANUFACTURING FAULT. CURRYS STILL WANT £95 TO ‘LOOK AT IT’
Your contract is with Currys so it is up to them to resolve it under the Consumer Rights Act 2015.
Fault is proven – you are entitled to a straightforward refund / replacement as the fault was there since inception.
Just reject it in writing under the Consumer Rights Act 2015 and go straight to Legal Services with a pre-action protocol letter putting Currys on 7 days notice before Small Claims without further recourse (explained at the bottom of this blog).
I HAVE SPOKEN TO THE OUT OF WARRANTY REPAIR TEAM. THEY SAID THAT I NEED TO SEND THE TV OFF TO BE INSPECTED AND ASSESSED EVEN THOUGH I HAD AN INDEPENDENT REPORT DONE AT MY EXPENSE AS REQUESTED BY CURRYS – IF IT CANNOT BE REPAIRED, WE WILL BE OFFERED A DEPRECIATED VALUE
This is wrong and illegal.
The Consumer Rights Act 2015 states that once 6 months has elapsed, you need to prove that the fault existed if it is not evidenced in the public domain.
You have proved that the TV is faulty, therefore you are entitled to a refund / replacement. A reasonable deduction can be made for the time and use you have had from the TV, although that is subjective.
YOU DO NOT HAVE A RECEIPT SO WE CANNOT GIVE A REFUND
Proof of purchase is all that is required – a bank or credit card statement will suffice.
A bank statement will match up with the price at the time on their systems and the item you have bought.
Proof of purchase is all that is required with the item you have in your possession. I would insist that they check their systems if Currys PC World say that it doesn’t prove you bought that item. Everything can be traced nowadays with digital footprints and technology.
You might have bought 3 items at the same time, so the amount on your statement might not match the faulty item’s price.
All items need to match the Consumer Rights Act 2015, so if 1 out of 3 items is faulty and you have proof of purchase – Currys PC World is responsible.
Your contract is with Currys PC World – it is their problem to resolve it under the Consumer Rights Act 2015, not yours.
YOU CAUSED THE FAULT
The Consumer Rights Act 2015 states that if an item develops a fault within the first 6 months, it is considered that the product had a fault since inception and at the time of purchase.
You are therefore entitled to a full refund, repair or replacement.
This is known as the reverse burden of proof – it is up to Currys PC World to prove otherwise.
If a product has inherent faults since inception and you can find that this is a common problem, you do not need an independent report as it is evidenced in the public domain.
If 6 months has elapsed, it is up to you to prove otherwise. This can be done by an independent report.
IT WAS BOUGHT IN A SALE – WE DO NOT ACCEPT RETURNS ON THAT BASIS
Wrong – your consumer rights remain the same under the Consumer Rights Act 2015 unless the faults were pointed out at the time of purchase.
YOU / WE WILL HAVE TO RETURN IT TO THE MANUFACTURER
This is one of the most popular fob offs and lies used by Currys PC World.
Your contract is with Currys PC World – not the manufacturer. It is therefore up to Currys PC World to resolve the problem under the Consumer Rights Act 2015.
You are entitled to a repair, refund or a replacement.
WE HAVE TO ALLOW THE MANUFACTURER TO CONFIRM THE FAULT BEFORE ANYTHING CAN BE DONE – ONCE THE FAULT HAS BEEN CONFIRMED, THEN WE CAN LOOK IN TO A RESOLUTION FOR YOU
This is another popular fob off and lie. The contract is with Currys PC World and not the manufacturer under the Consumer Rights Act 2015.
Currys PC World staff use this when appliances that were faulty since inception have passed the 30 day threshold due to delays in staff responding and dealing with the complaint.
Appliances can be rejected within 30 days if they were faulty from the outset. This means that the appliance never met the Consumer Rights Act 2015.
You are entitled to a repair, refund or a replacement.
Currys PC World are militant on this and refuse to budge on it, citing incorrect interpretations of the Consumer Rights Act 2015.
I suggest that you reject it in writing under the Consumer Rights Act 2015 by recorded delivery, arrange for it to be collected and take Currys PC World to the Small Claims Court to resolve it under the circumstances.
YOUR TV IS STILL FAULTY – IF THERE IS AN ISSUE WITH THE TV, WE WILL NEED TO BOOK IT BACK IN TO THE REPAIR CENTRE
This is a popular fob off and a blatant lie.
Your contract is with Currys PC World and not the manufacturer under the Consumer Rights Act 2015.
You are entitled to a refund within the first 30 days from the date of purchase.
If you discover any faults within 6 months of ownership, the presumption is that the fault was there from the outset unless the retailer can prove otherwise. This is where you apply the reverse burden of proof.
The onus is on Currys PC World to prove that the fault was not there at the time you purchased the product.
You need to give Currys PC World one opportunity to remedy the faults and if this fails, you have the right to reject the goods and demand a full refund without deductions.
If 6 months has elapsed, the onus is on you to evidence that the fault was there at the time of purchase. This can be evidenced by an expert opinion or evidence that this is a common fault with this product.
Currys PC World are militant on this and refuse to budge on it, citing incorrect interpretations of the Consumer Rights Act 2015.
I suggest that you reject it in writing under the Consumer Rights Act 2015 by recorded delivery, arrange for it to be collected and take Currys PC World to the Small Claims Court to resolve it under the circumstances.
IF THE PRODUCT IS NOT CURRYS PC WORLD OWN BRAND, YOU NEED TO CALL THE MANUFACTURER TO ARRANGE AN ENGINEER VISIT
This is another popular fob off and lie that Currys PC World use to pass the buck.
The contract is with Currys PC World and not the manufacturer under the Consumer Rights Act 2015.
Currys PC World staff use this when appliances that were faulty since inception have passed the 30 day threshold due to delays in staff responding and dealing with the complaint.
Appliances can be rejected within 30 days if they were faulty from the outset. This means that the appliance never met the Consumer Rights Act 2015.
You are entitled to a repair, refund or a replacement.
Currys PC World are militant on this and refuse to budge on it, citing incorrect interpretations of the Consumer Rights Act 2015.
I suggest that you reject it in writing under the Consumer Rights Act 2015 by recorded delivery, arrange for it to be collected and take Currys PC World to the Small Claims Court to resolve it under the circumstances.
WE CANNOT GIVE A REFUND AS IT IS COMPANY POLICY – YOU CAN ONLY HAVE AN E-CARD OR VOUCHER
Another blatant lie and popular fob off. The Consumer Rights Act 2015 overrides any store policies.
Appliances can be rejected within 30 days if they were faulty from the outset. This means that the appliance never met the Consumer Rights Act 2015.
The Consumer Rights Act 2015 states that if an item develops a fault within the first 6 months, it is considered that the product had a fault since inception and at the time of purchase.
You are therefore entitled to a full refund, repair or replacement.
This is known as the reverse burden of proof – it is up to Currys PC World to prove otherwise.
If a product has inherent faults since inception and you can find that this is a common problem, you do not need an independent report as it is evidenced in the public domain.
If 6 months has elapsed, it is up to you to prove otherwise. This can be done by an independent report.
IT TAKES 14 DAYS TO REFUND YOUR ACCOUNT
A refund to a cardholder is instantaneous, although with some bank accounts it may take one working day to show up in your account.
It may take up to 5 days to show up on your credit card account.
This is a delay tactic used by Currys PC World because at the end of the 14 days, they will continue to hold the refund unless the customer starts to demand it. This enables Currys PC World to claim that the customer is outside the 14 day online cancellation right under the Consumer Contract Regulations 2013.
Currys PC World also unlawfully detains refunds for long periods as a small percentage of customers will either simply give up, accept credit notes or vouchers or in some cases a customer will forget / become ill / die / move abroad etc.
YOUR PAYMENT IS ON ITS WAY AND WILL BE IN A HOLDING ACCOUNT – YOU NEED TO CONTACT YOUR BANK
This is a spin-off from the above fob off and another lie.
Currys PC World may say that if you require these funds asap, you need to speak to your bank and the funds will be returned automatically within 3 days.
Banks do not have a holding account for payments and cannot expedite a payment made by a third party.
Transfers electronically made do not take days to be processed – they are not cheques.
WE NEED TO DO AN INVESTIGATION FOR A DELIVERY YOU HAVE NOT RECEIVED BEFORE WE CAN ISSUE A REFUND
Wrong and another popular fob off. it is the responsibility of Currys PC World to ensure that you receive the goods you have ordered.
It is also the responsibility of Currys PC World to resolve the dispute between them and the courier firm.
You are entitled to a full refund as the contract has not been fulfilled.
Make your problem theirs by saying just that and refer to the Consumer Rights Act 2015.
WE NEED TO CHARGE AN ADMIN FEE TO PROCESS A REFUND FOR GOODS THAT HAVE NOT ARRIVED
This is just another rip-off and fob off that is illegal and not applicable.
If you have not received the goods within 30 days (or date agreed), you are due a full refund – not a refund minus an admin fee.
This is enshrined in consumer law under the Consumer Rights Act 2015.
YOUR PURCHASE DOES NOT QUALIFY FOR THE CHANCE TO WIN YOUR MONEY BACK AS YOU LIVE IN NORTHERN IRELAND – ONLY PURCHASES MADE IN GREAT BRITAIN QUALIFY
This is just ridiculous! Currys advertise the promotion in Northern Ireland which is part of the United Kingdom.
This exclusion is not even mentioned in their Terms and Conditions for the promotion. That in itself is false advertising, misleading and simply illegal.
The ‘excludes NI’ is only mentioned once you log on to register your receipt after you have made the purchase.
It could be argued that this incentive has enticed you to make a decision that you may have otherwise not made.
It is a clear breach of the Consumer Rights Act 2015, Misrepresentation Act 1967 and Consumer Protection from Unfair Trading Regulations 2008.
WE ARE UNABLE TO REPLY TO YOUR DM (DIRECT MESSAGE) DUE TO TWITTER’S POLICY
Twitter does not have a policy to explain this and the response I got when asked was;
“We operate differently from a personal account. There is no reason for us to post a response on public when the customer has contacted us directly, unless it’s to direct them to the channel that allows us to post a response as is the case in this instance”.
That was simply gobbledegook to me. I asked the question again and a follower kindly elaborated in English which made more sense;
“They use third party software to access their commercial Twitter, and it’s integration blocks it from responding to DMs that have been sent outside certain parameters. It’s fairly common in retail customer service. If you DM via the specific link they have sent you, they can reply”.
I BOUGHT A LAPTOP IN STORE FOR £500 AND I WAS GIVEN A £300 ONE – NOTHING CAN BE DONE ABOUT IT
Wrong and yet another lie.
Currys PC World have simply sold the wrong product, therefore no investigation is needed – you are entitled to a straightforward refund or replacement.
The Consumer Rights Act 2015 states that goods should be ‘as described’ – clearly not the case here.
CORONAVIRUS MEANS THAT WE ARE EXPERIENCING DELAYS
Coronavirus is the default and new catch all excuse for everything including piss poor customer service everywhere. Currys PC World are not alone in using this.
It is wearing thin with me and everyone else now. I spoke about this with Lady Janey as firms have had plenty of time to adapt. I won’t wear it now and neither should you.
Currys have deliberately made it more difficult for customers to contact them by removing phone numbers, turning off email addresses and deploying bots on Twitter.
OPTIONS
You have 30 days to automatically reject faulty goods under the Consumer Rights Act 2015. Once that has elapsed, you have to give Currys PC World one opportunity to repair, refund or replace the goods.
Other out of pocket expenses can be claimed for as well.
If you have paid by credit card, the credit card provider is jointly and severally liable under Section 75 of the Consumer Credit Act 1974 if the goods cost more than £100. This will still apply even if you have just paid 1p deposit.
You can pursue a claim down this route if Currys PC World will not give you a full refund, which is referred to as a chargeback. The card provider will raise a ticket to investigate your disputed transaction and reverse it if your claim is proved to be legitimate.
You can also ask your bank to raise a chargeback if you have paid by debit card, although this does not fall under S75 of the Consumer Credit Act 1974.
Another alternative if you are unable to resolve matters is to simply take the retailer to the Small Claims Court as a last resort, although you have to demonstrate that you have followed the complaints process and exhausted all options.
FILE A SMALL CLAIM
If you have hit a brick wall trying to resolve your complaint, you can take your case to the Small Claims Court.
You need to give Currys PC World one final chance to resolve your dispute.
This is known as a pre-action protocol letter.
- Reject the goods in writing under the Consumer Rights Act 2015
- Advise Currys PC World that it is their responsibility to arrange for the goods to be collected
- Give them 7 days notice to refund you otherwise you will file a Small Claim online without further recourse (to you)
- Address the Small Claim to Currys Group Limited and NOT Currys PC World or DSG Retail Limited. It can cost you £100 to get this changed if you get it wrong on your paperwork
Send the pre-action protocol letter by recorded delivery to:
Legal Services
Currys PC World
1 Portal Way
North Acton
London
W3 6RS
CONTACT DETAILS
The Directors can be contacted by email, although in reality it will default to the SCC Customer Solutions Team email address. Copy in BBC Watchdog on your emails – watchdog@bbc.co.uk
executivecontact@currys.co.uk – CEO Escalated Complaints Team
You may wish to try these telephone numbers:
020 7365 6030 (Gift Card Issues)
0344 561 1234 (Customer Services)
0344 561 0098 – option 2 (Customer Service)
0114 280 6407 (Finance Department)
0113 235 4971
0344 561 6372 (CEO Resolution Team)
0800 023 4701 (Out of Warranty Team)
0800 587 8787 (Direct Debits)
0344 561 4000 (Care Plan Customers)
0344 561 6378 – option 4 (Big Box Deliveries & request uplift numbers via manufacturers)
0800 023 4701 (Technical Support Return Authorisation (within 30 days)
A few of the Directors are on Twitter, although they do not respond to mentions or requests.
@markamark73 – Mark Allsop – Chief Operating Officer and Chief Digital Officer
@ADixons – Antreas Dixons – Chief Customer Officer and CEO Services
@DanERubel – Dan Rubel – Customer Communications and Brand Director
@Lizzie_Supports – Lizzie W – Central Operations and Retail Change Portfolio Manager
CUSTOMER SERVICE AND LOYALTY
I have spoken about the importance of great customer service on many occasions. In an era where everything is much the same, the one thing that sets a firm apart is customer service.
Currys PC World will be used as an example in years to come as how a firm got so many things wrong.
Training their staff to deliberately tell lies and fob offs is a short-sighted approach. Consumers are becoming increasingly savvy about how to complain on social media, and some of these go viral within minutes on Twitter.
Alice Beer spoke about Currys PC World on This Morning mid-July based on tweets from Consumer Sue.
Consumers are also becoming aware of their consumer rights and how to seek redress. Treating customers unfairly will only last for so long – eventually you end up with no customers at all.
I actually wrote to the top brass at Currys PC World in August 2020 with a proposal in good faith offering to work with them alongside Consumer Sue. We are based in London and Edinburgh and know everything to turn the business around and help them survive, yet I was fobbed off as well.
Their arrogance will be their downfall.
What problems have you had with Currys PC World? Can you add anything to this?
Bought coffee machine less than 3 months ago from currys as my friend as throat cancer and can only drink liquid and is tube fed .it was a present to make his life easier as its the only thing he can drink liqids .the machine tasted brill at first them after a week or so tasted vile watery .contacted curry they sort of washed there hands with us and told us to call seimens .so I did it went in for repair just got it back a week ago and still the same.seimems said we could send it back to the for another repair or contact cirrys .contacted currys there still washing there hands with us so I’m left with an expensive coffe machine that is not working properly. I explained I bought a new one I don’t want a repaired on.discusting .can anybody help
I purchased a new TV from Aberystwyth branch in 2006 for £469. The sales man recommended an extended warranty for £3.29 a month paid by direct debit. This has been paid, from my bank, until 23/04/25, (last month) for approx 19 years.
A fortnight ago the TV went “Bang” and Sam Sung, the makers and Curry’s say it cannot be repaired.
Under Curry’s “whateverhappens” extended policy sold to me at the purchase, it states in the clauses, “….. you may use the value originally paid towards a replacement product of your choice.”
What would you advise me to do next?, Assuming there is no positive result? Jerome.
I honestly feel broken at their customer service.
I ordered an iPhone on 16th April, it arrived 22nd but I wasn’t happy with it, the adhesive ok the bottom right corner of the screen was visabke which is not the quality I’ve ever received from Apple before. I returned it and it was signed for by someone in the curry’s warehouse on 26th April. As of 1st May they told me they can’t find it, so have opened a lost in transit investigation which could take 28 days, and was not given someone to contact about this even though I asked multiple times.
I have proof it arrived, so I don’t understand why I need to wait 28 days for this investigation before I get a new phone?
I’ve quoted my consumer rights several times within a complaints email but I’m just being told ‘you can contact us after 28 days have passed’.
I can’t dispute it with my bank as I paid using a gift card from my work. They have £999 and I have nothing. I’ve never felt so dejected.
Thank you so much for all your great advice. Sitting here wishing I had seen this page 4 years ago when you first published it – I spend a lot of time online, on social media, and just sad I hadn’t come across this before now. I have a faulty computer, sadly only realised shortly after the 30 days was up (because I was ill for 4 weeks from the time it arrived and didn’t use the computer as much as I would have usually done in that period). I’ve heard all of these phrases from Currys already, and am currently waiting for a manager’s call back that I know will never come. Almost unbelievable that they are using the same tricks, and that they are still in business, given that there must be so many customers who would now never buy from them again.
I’m sure I’m not alone in thinking I will now make it my life’s mission to ensure everyone knows not to buy any electrical/technology items from Currys.
on Monday eve last week (26/8) I purchased an Apple Air 13/M3 from currys in Weybridge Surrey. When I got home I opened the box but, before loading anything onto the computer I checked how much space I had used on my exiting computer-360GB. My new computer was only 250GB. I didnt want to have to pay a monthly fee to buy more space and, as it was less than 24hrs since purchasing the item I returned to the outlet to ask for an exchange with the higher spec model.
I was refused – “to facilitate an exchange you need a special exchange code” “Unfortunately the trained technician that arranges this is off sick and no-one else is authorised to do this” ” Currys have a no returns policy” (I was not told this when I purchased otherwise I would have gone home to check what space I needed) “I am not the manager in charge of the computer section here” “A senior manager will be in on Friday he will be able to help you”.
I explained that I am in my 80’s and I was finding discussing this in full view of staff and customers very distressing. I didnt want to make the journey back to the outlet unless a resolution was agreed and the higher spec pc was available so that I could exchange and pay the additional cost without any fuss. My details were taken and I was promised that the senior manager would call. He did not. I waited 2 hrs on Curry’s chat line to speak to someone -Nothing. I realised that I should notify Currys that I wanted to return the item in writing. the only email address I could find was customerservice@busines.currys.co.uk. I have emailed them and have receipted confirmation but there’s a note at the bottom that says “we are unable to help with any retail orders”.
Id prefer to resolve this without any more fuss. Do I have the right to return the item in its original packaging? Is there a retail customer service address that I can copy my email to? Every time I try and contact them I end up in the same merry-go-round. Its very frustrating.
Bought a fridge recently from Curry online.. Waited eleven days for it. After the delivery people went I opened the door for a second time in the first hour it was there and the door came off at the top. Total nightmare in mid summer, Fridge working ok but the fridge door is useless. Been fobbed off on the phone (no answer). No good online either. Will never buy anything from Currys ever again. Will get my money back one way or another. Got a aching left arm through trying to hold the fridge door at the top to stop it falling down.
I bought a Samsung Fridge Freezer in June 2018. It came with a 5 year manufacturers warranty. Within the first year the cold water dispenser & ice maker developed a fault, leaked into the machine and continually froze over. Currys sent and engineer out to try and fix the issue but instead had to replace the the entire fridge. He explained that Samsung are renowned for the ice maker issues.
At the end of last year the new ice maker stopped working. I used their on-line email service (which conveniently doesn’t send you a record of the email so you have no evidence) and got no reply. I contacted Samsung and they said I had to go via the retailer. I send another email to Currys online in January and again hear nothing. So I sent another email setting out my rights under the consumer rights act stating that if I didn’t hear back I’d submit a s75 claim. No response.
Then in mid-march 2024 I called multiple times (0344 561 1234) was fobbed off, told I had to call the branch, called the branch no answer, called back told me that as out of warranty and have no service plan they can’t help me, explained my rights under the consumer rights Act, not interested and then called 08000234701, again explained the whole thing and eventually was told that would have to be dealt with by their Out of Warranty Team, but that I couldn’t speak to them direct as they don’t take calls from consumers, but gave me a ref number and told me that I’d hear back in 3-5 working days.
A month later, nothing So I called 08000234701 again and explained my situation AGAIN and quoted the Out of Warranty Claim ref number and they told me that I would have to pay a £179 inspection fee before they did anything. I said that under the consumer rights act they are allowed 1 attempt to remedy (which they had and replaced the fridge) and that now I was entitled to a full refund. They refused and said that the £179 fee was all they could do. I pushed and enquired if the £179 was refundable if they found was a manufacturers fault and they eventually relented. I then explained the volume of online news and the huge class action suit in the US over this very issue and that it is clearly a manufacturers fault and I should under the Act no be inconvenienced and that they should refund me. No interested, have to pay the £179. So…I then told them that that’s fine, as already stated under the Act I’m entitled to a full refund and I’d simply submit a s75 claim with my credit card provider and get a full refund for breach of contract under the Act. They said that they would then issue me a deadlock letter (which I’ve now received via email) and that I could contact Consumer Arbitration. I’ll follow that up, but as they 6 years will be up soon I am now going to submit a s75 claim for breach of contract to my credit card provider.
18th June last year I purchased. Leisure RangemasterPro dual fuel cooker 100cm wide. My original cooker was 19 years old, but still in good condition, but my mother died earlier in the year and with some money my sister and I found in her safe (and shared between us), it was enough to purchase this cooker. It took me 3 months to choose it before I purchased it, and went I to the store 3 times before I actually paid for it in full.
I lived 140 miles away from the store I bought it through, but it was a superstore, so hence had more choice.
13days later on 1st July ’23, the men turned up and decommissioned my cooker and unpacked my new cooker, for us to find that there were dents and scratches over it on top and front and the silicone that held the ceramic hob area looked like a 5yr old had put it in. The corners were not sealed properly, so the edges could be seen of the hob. At this point, they said,”well, we’ll put your new one in and take your old one away and we’ll order you a replacement for the following week!
I wish I’d have had my old one back in and rejected the cooker right from the word go!
6 more cooker deliveries later! Over a 9 week period, and still I didn’t have my perfect looking cooker that I’d seen in store!
After the 3rd attempt at a replacement, I said to them, “why don’t they just replace the parts instead”? Well, a whole new lot of problems arose from that too! The 1st time the engineer turned up with a new cooker top and that was scratched too in the same place and the silicone was no better than the one already installed. And they’d inadvertently order the wrong door for the grill door, they’d sey a drop down oven door instead.
The 2nd time he arrived he had the correct door but the logo was missing off it. The engineer said that they didn’t put them on spare parts. I said we’ll that’s not good enough, so he kindly removed the one from my original cooker and stuck it o to the plain one he’d put in. BUT STILL he couldn’t fit the new cooker top. This had then taken me up to November. After 3 weeks of not hearing from anyone I chased beko to find that they were having “logistical problems” waiting for spare parts on shipment and I could have a replacement cooker or a refubd. I said I’d wait, Steven if it meant I’d ve waiting until the new year 2024!
JANUARY CAME AND no calls, so I chased up again, 3 people later and I get a call from a manager in 6th March to say that they are not going to replace my cooker top and that was that, they’d done all they could. I was at my friends at the time in the Midlands, looking after for a week after she had surgery as she’d not got family nearby to help her.
I asked him to put the conversation I. Writing in an email to me so that I could take some time to figure out what my next move would be.
I waited a week and no call, so I rang up again and asked for Dulan to ring me back… he never rang. I emailed again and still no response. So I sent an email to the cc team and said that I would also be contacting the managing director of Beko, Teresa Arbuckle, we’ll within the hour I got a call from someone at beko trying to solve my problem. I understood that I needed to contact currys because beko or the company that the warranty is with were unable to help me but he did promise to get customer services from currys to contact me. I was asked to have one more attempt at a delivery of a new cooker, rather than spare parts for the one I had originally, so i agreed.
They kept me informed at every stage and i said to them that i would not accept it if it was damaged. They turned up today, and when they opened the packaging, they said “you are not going to want this one, it is worse than the one you have”! So it has gone back.
The issue I have now is my contract with currys was for decommissioning my own cooker and disposing of it and replacing it with a new cooker and recommissioning the new one?
This is where the problem lies now. I can’t get my original cooker back! So I’ve now got to negotiate a price for my cooker, which was still in perfect working order, just old!
I have also got to negotiate the 7 times I took time off work to stay in for all these deliveries.taking holiday each time that I can’t get back!
I still have the new cooker that I’ve been using all this time, but I need a replacement and the only one I’ve seen is £950 more than the one I bought!
So how do I go about negotiating the collection and replacement of a new cooker at the higher price with me having to pay as little more on top than I need to?
Or do I negotiate compensation for my old cooker that they can no longer give me back PLUS a full refund on top and then purchase it from somewhere else? Other companies offer a 2 year manufacturers warranty rather than just 1 year.
Any advice is welcome before they ring me back tomorrow .
I have now been without a fridge freezer for a month as it’s not working at all.
After being unable to fix it Haier. have agreed. to. replace it.
I have called your customer service and arranged three times to get an uplift of the faulty appliance and a replacement delivered.
On each occasion I have been told that I would get an email to confirm this.I have never received an email to date.
I have called again today and went through the whole process today only. to be told that I will now get an email in 72 hours.Can you help please as my next step will be to take legal action if this is not resolved soon.
I brought a playstation online in the 24th December for a Christmas present. I went into store to pick it up… However was told that it does not arrive until the 27th Dec. The staff were helpful and cancelled the item for me. So I could purchase it in store. I was told it will take 3-5 working days for a refund. No refund has been made to my bank account. I called on the 8 Jan and the 15 Jan both times I was told they will refund the money back into my account. I am still waiting
I bought a phone on line and never received it has been five weeks now and the problem has not been resolved. I keep getting all the lies you have detailed I am at the end of my tether through no fault of my own I am £756 in debt I have called curry’s at least ten times I have also wrote to them and didn’t get an answe I don’t know what else I can do.
I bought a dual fuel double oven cooker from pc world 27/12/2018 I talked to curry’s/pcworld and as expected they said contact kenwood and they said because I didn’t take a care plan they have to charge £125 to come and look at it!!! Every time I put my oven on, just turn the temperature knob automatically blows the RCD in my fuse box, I asked how much is the care plan, they said they wouldn’t do one as the item is faulty, so I either pay the £125 or they won’t come, it’s nearly 4 years old, so I am stuck with what to do, my housing authority said it’s not an emergency, so If they come as it’s the cooker thats blowing the RCD, I will have to wait weeks before anything is done, so is it the fuse box or cooker, the source is the cooker so now I don’t know what to do, except pay the £125 for them to look at it!! I am rather stressed as can’t afford that money right now as I’m disabled and my husband has cancer so feel left high and dry, so will just wait for housing authority electrician to see what he says! As what is weird is my kitchen is on a different circuit than the house, so it should just trip kitchen in fuse box but it’s not, it trips the RCD and turns things of around the house, so feel it is the cooker at fault, but hey I’m elderly, a woman and disabled, what should I know about electrics etc I said it’s not fit for purpose and all they say is, it’s out of warranty and you don’t have a care plan so im left high and dry without any help! Pc world is quick at taking money but go in reverse when there’s a problem and states the manufacturer is the one to contact, and all they do is refer you for not having a care plan or foot the bill £125 for someone to look at it!!
I bought a laptop 2/3 weeks ago max. I recommended by a member of staff/sales advisor and I discussed my requirements, I was advised the laptop I was considering for purchase would suit my requirements.
Other than transferring data to the hard drive the only products installed on the laptop is Office 365 and anydesk. The laptop is slightly slower than I expected when working on two office documents with an extended display onto another screen.
I was not happy with this and then try to listen to music via a YouTube channel and that is when I realised the laptop could not keep up with performing this task and almost ground to a halt with crackly sound from the speakers and extremely slow performance.
I spoke with a customer advisor through their contact number and they advised me that I was not entitled to in exchange as it been opened and used… I’m not looking for a refund I’d be happy to pay more towards a laptop that is suitable for my needs.
Hi, We bought a tumble dryer from Currys 2 months ago . It had 2 strange noises from the beginning, but we hoped it will go away. We waited than 5 days after the 30 days period (we were not aware of this 30 days period) we booked an engineer from Bosh to look at it, because we opted for a 5 years guarantee. 1 fault was solved (spring tension was vibrating). The other noise did not show at that time. So the engineer left. Than we realised the noise is there when the dryer becomes warm. So we called the engineer again and he came today and said the drive belt and the pulley need to be changed and he will come back next week and bring the parts and fix it. When he left I used the dryer again and now it is not drying the cloths properly!!! I had an undryed item 2 days ago, but I did not think it was a fault. But it looks like it is a new one. Honestly I had enough. I would like to return the dryer, because it is too much now. What shall I do? I called Currys and they said I need an uplift number first. Will the Bosch engineer give it to me if he can repair it? Thank you.
Good afternoon.
I bought a fridge-freezer by Creation Credit in April. It was extremely loud, I got 3 engineer visit, new ventilatiors, but the fault has been not fixed.
Finally I got refund to my credit account on this week, they cancelled my monthly payment, but I don’t know where is my money, what I paid since April by August.
That is around £100.
Can I complain about this?
Yes I can! I bought a new laptop from Currys, online, in May ’22 that cost £1000, so hardly a low-end product.
I always use my laptop in the same position on my desk in the upstairs room of my ordinary 3 bed detached house. I have never had any issues previously relating to wifi signal strength in this spot. Indeed in the same position my old laptop (10 yrs old) registers ‘excellent ‘ signal reception and has no problem connecting to and using the Internet. The router is fine also.
However, my new laptop in the same spot barely connects and only registers reception as strong as the dot at the bottom of the signal strength meter in the bottom right if the screen. Websites are slow to load and the connection frequently drops out altogether, despite doing all the recommended checks (e.g. checking driver updates etc.).
Unfortunately, I didn’t return the item in the first 30 days (my mistake), but returned it to my local store, so still within the first 6 months. Currys sent it off to the manufacturer for repair. It was returned to me after a week with a note from the manufacturers service contractor to say ‘no fault found’. When I returned home the laptop is no different than before – its performance is still not satisfactory.
When I returned to store they advused I take this up with the manufacturer and ask them for a returns authorisation which they won’t provide and instead say this is a matter for Currys. I have video evidence of the issue with the new laptop and also the performance of my old laptop in the same location to contrast it with.
I have since read up on the Consumer Rights Act 2015. I believe that there is an obligation to offer me a repair or replacement and that I’m entitled to a refund or replacement after the first attempt at a repair (which has taken place).
When I returned to store the manager is fobbing me off by saying that it’s company policy only to offer a repair by resending to the manufacturer, no replacement or refund and that it says so on their website. They just said I should contact their customer services or get an independent assessment. They couldn’t ( wouldn’t) show me where it says this. Returning home, their T&Cs don’t actually say this other than saying we will offer you a repair unless you let us know otherwise.
Surely this is a breach if the Act?
The issue at stake here is whether the laptop actually has a fault that can be physically repaired or whether the sum if any poor design or parts used in its construction mean that this substandard performance is still normal I.e it us working and none if the components are faulty or not assembled properly. Who knows, what the manufacturer did when they tested it either?
My view that this still comes back to the ‘satisfactory’ test in 19 (3) of the Act – I have evidence that the machine is faulty and I would challenge any reasonable person not to argue that a £1000 new laptop that hardly picks up wifi signal in the upstairs room if an average house is somehow satisfactory or acceptable.
Therefore as I see it, the legal obligation on Currys now to refund or replace remains.
Short of referring to a solicitor, dies anyone have any further informed ideas?
Last time I had the pleasure of dealing with Currys, I bought a TV and paid for ‘next day delivery’. It took them six weeks to pull their finger out and get it delivered. Now I’ve gone and bought a PC from them and – surprise, surprise – it’s bloody broken. I’ve absolutely had it with Currys and their abysmal service. It’s too late in the day to do anything about it now but tomorrow I’m gonna refer to this page and they are gonna get it.
On 21/10/18, I bought an Apple MacBook Air. I have discovered that the Apple MacBook Air has the following problem: Mac displays a white band/faulty connection between base and screen. To date it has been in for repair 3 times. The latest of which they state that they can no longer obtain the parts for repair therefore it is beyond economical repair. While I appreciate that the MacBook Air was purchased 44 months ago, almost two years of that were during a national pandemic lockdown. Furthermore, since my ownership of the MacBook Air it has required continuous attention to rectify the problem which has meant the absence of the product for a number of weeks whilst it has been examined for repair. Each time the same fault has rendered the product not fit for purpose.
The Consumer Rights Act makes it an implied term of the contract that goods be as described, of satisfactory quality and fit for purpose.
As Curry’s are in breach of contract, I am entitled to have the Apple MacBook Air repaired/replaced and I requested that they confirm that they will do this within the 14 days from the date of my letter.
I also asked them to confirm when they will arrange for the refund of £60 that was paid in store, whilst the Apple MacBook Air was to be investigated for repair.
Since then they have offered a partial refund, which is less than what I would get if I were to trade in my MacBook air to Apple when purchasing a new one. I responded to curry’s offer; although disappointed with the offer I would accept their offer £250, I would also like the MacBook Air to be returned. 1, to get the data held on it and 2, because I believe it still belongs to me. I am I justified in making this claim?
I bought a washing machine 7 days ago. It doesn’t work and electrocuted me. 5 calls and an engineer visit later and the machine is still sitting in my house and I am still out of pocket. You would think that this is the clearest possibly example of goods failing to meet standards set by the consumer rights act, but I am still being sent around in circles.
A toaster could burn your house down and eat your dog on the first day of purchase and Currys would still say they needed you to organise an engineer yourself and chase up an uplift number for them to do anything about it.
Not prepared to waste a second more of energy on it, I spoke to Barclaycard who are very happy to start a chargeback process. Curry’s internal processes are broken and obstructive, and there is no need for consumers to follow them.