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?
I used Currys repair service at a cost of £95. They damaged the tv intransitive so it couldn’t be repaired (it is out of warranty). I am trying to get a replace TV without any joy and over 2hours on the phone (several calls). They have never returned a call.
What’s my next move ?
Purchased Apple I pencil (£89) from Curry’s through eBay in December. As it was not working (begin Oct) DPD collected it 5.10.21 FROM MY NEW ADDRESS. Royal Mail text me they were to deliver replacement the next day (14.10.21.) Replacement never arrived. Checked Royal Mail track parcel on 15th which recorded the delivery and on map it showed replacement had been sent to OUR OLD ADDRESS. Spoke with Curry’s immediately who said they would open a lost in transit case. Have now spoken to eight members of staff in 11 days. They say…….AS THE ITEM HAS BEEN DELIVERED, THE LOST IN TRANSIT CASE IS CLOSED AS IT IS NOT LOST AS IT HAS BEEN DELIVERED (yes, but NOT TO ME!). They had my new address as the faulty item was collected from here but they say for delivery THEY ONLY HAVE PLACE FOR ONE ADDRESS, on their system, WHICH IS THE ONE ON THE ORIGINAL ORDER and they now say THATS IT, THEY WONT DO ANYTHING ELSE…… one member of staff told me to travel from Isle of Wight to north Surrey to ask if current occupiers have my parcel. For all I know, they could of sent an empty box to my old address and that’s perhaps why the current owners (two retired ex coppers!) have not forwarded it to me.
I don’t have time for all of this as I’m 63 and a sole carer for my 90 year old mum who has dementia, so I can’t leave her and she’s incontinent, so I couldn’t take her with me. And financially I’d be out of pocket!
I’m intending to slag off Curry’s PC World to all and sundry and I will never purchase again from this shite company. I’m even going to get a tee shirt printed, saying what a gotten company it is! Let them take me to court!!!!!
I bought a Beko washing machine on 16 Sept 2021. delivered on 15th Sept. The men were grumpy,careless an hasty.
We stayed out of the small utility room due to lack of space and wearing PPE .consequently unable to check what they did . Eventually they said they had finished and left the machine running.
when we got back to the utility room, to our horror there was water running out from under the machine. I managed to get Currys on the phone the next day, after a 43minute wait to get through. The line was so scambled it was almost impossible to hear or understand what the person was saying . (It seems to me the lines are deliberatley poor quality to fob us off because everytime I call it has been the same)
We then went away on holiday for 10 days – had to turn the mains off as water was still flooding out even with machine turned off.
When we returned, I phoned again. By this time there was damage to wall plaster up to about 4″ and all along the skirting board.
I explained the problem. We tried to run the machine, but the programme control was glitchy – perhaps due to erratic water suplly -After 2 phone calls I arranged a collection.
Two men came on 7th Oct and took it away, As no recipt when asked for, I asked permission to photograph the chap with Knowhow jumper and did so.with his permission I also photographed their van & reg number.
These second chaps were polite obliging and as sympathetic as loyalty to their emplyer allowed.
Since then I have phone and been on the chatline. the latter promised to pass it on to a “Concern Team2 and I would respond in 24-48 hours.
Reference Number: 1917233201388397499
DATE/TIME: 2021-10-20 17:31:22
Today is 24th. No response recieved.
I will contact my bank Natwest as yuo suggest, see if they can shed some light. I paid for it on debit card.
Thanks..
Ordered a drier from currys for a click and collect at my local store. Paid online. Got to store only to be told it was at another store 80 miles away. Told to ask for refund online which I have now done 3 times after constatnly being told it had been done. 3 weeks later I am still waiting for refund.
I bought a washing machine from curry’s . When I first used it I realised it didn’t have a function that was advertised on this model. I didn’t want to have to wait in and return the item or have another one fitted taking yet another day to stay in so I rang them and explained. They said they would refund my account my £20 not a lot but at least something. Guess what 5 weeks later and numerous phone calls I’m still waiting. False advertising and delay tactics re money going not my account. Really frustrating!!!!
I bought a washing machine from Currys PC world. My current washer is integrated and I bought a freestanding model. I repeated this a ridiculous number of times because I know crews that just work with freestanding mostly won’t work with integrated. I was put on hold ‘to make sure they could do this’. Definitely they could do this. Delivery was scheduled for 2 days ago, Tuesday. The team could NOT install it. They insisted I take the machine now and they would rebook the correct team. After they left they called to say it was rebooked with the correct team 2 days later, on Thursday. On Wednesday evening I contacted them because I have not been informed of my time slot. I’m informed that installation was never rebooked and that I needed to call another number. The man on the line tells me I didn’t pay enough for installation. I paid the price I was quoted. This is not a cheap model and it’s sitting in my outbuilding, in the packaging. I told the man who demanded more money that I wanted my money refunded and the product picked up. He told me he would have to transfer me to yet another person. I couldn’t take speaking with another person last night. Plan to take it up again today.
I bought ipad in February this year and screen went funny took it back to shop under warranty it was given to them in immaculate condition now they say its been dropped and corners are bent and charging port damaged they refuse to repair or exchange it if it is damaged it must have been their side that caused it they are a shocking company
Currys know how took 9 days to come out to fix my electric cooker ( i was without an oven for thos e days) this is the 9th fault in 5 years and the second this year. I was told that the 7 day fix or replace isn’t happening because of staff shortages due to covid! ? What should I do next time it has a fault what are my rights ?
We purchased a Samsung fridge last week in store, on delivery the doors where badly installed due to manufacturing fault. Several customer services people told me today that I had to visit store to organise replacement swap, feels like I’m being fobbed off. I will visit tomorrow and they can issue a refund if they can’t sort a replacement. We were going to by a washing machine and new tv this weekend, guess which shop doesn’t get my money.
Ordered an I Pad which was never delivered but DDP says it’s delivered but no pictures no name that who received at the address,As i pay through paypal nobody is refunding my Money Currys says it’s delivered.So can’t refund.
Its so awful and taunting experience.Thinking to sue them and claim back all the charges
Oh sounds so familiar, bought a tv from currys was advertised as having a freesat tuner, on opening the box could not find any where to plug in the satellite cable, called Samsung tech helpline they informed me that the model I bought does not have a freesat tuner.Oh dear misleading advertising, called customer services and promised a call back from their team to resolve the problem, still waiting. May be in this for the long term.
Bought a washing machine on 10th May, paid for installation. It was delivered and installed on 13th May. The machine initially worked but then after 4 weeks, the drum started making a horrific sound. Called Curry’s, was told to call the manufacturer as by now it was over 1 month old. The manufacture engineer came out and found a long list of faults and declared it unfit to use and damaged upon delivery. Called curry’s, who was arranging a replacement, after 3 weeks of no washing machine or replacement, they offered a refund. Washing machine was collected the next day but as we purchased a fridge and washing machine together, the Curry’s staff put the fridge down for collection. The collection team arrived and had to contact head office to see if they could take the faculty machine. after some who-ha they agreed to take the machine, and sort it all out. The hose at the hose at the back of the machine was buckled to add further insult. After a week or so, received an email to say that a refund was being issued for £293 for the fridge! I have called customer service every day it feels like, they still owe me £127 for the faculty washing machine. The fridge is fine and I still have it! I have since purchased a new washing machine from elsewhere, but i am still £127 out of pocket. I was told my case is being looked into (for god knows how long) so its time for a letter and the small claims courts as this has been on-going since 28/07/21 and I am getting nowhere with them.
WE bought a fridge freezer from Currys, and when it was delivered it instantly developed a fault. Currys didn’t want to know, and just kept putting me through to the manufacturer – although I could never talk to anyone, the phoneline just kept dying. I eventually got through to a person, and was transferred to another person, who transferred me to the manufacturer. I called back and refused to be put through again; the say they “can’t” issue a return with an Uplift ticket from the manufacturer. I told them that’s not my problem, I told them that my contract is with them and I don’t have to go through the manufacturer but they simply dont listen. I’m tempted by trading standards, basically because there don’t seem to be any!
I bought a TV on the 19th Match 2021 and a fault appeared on the 9th July 2021. Curry’s collect the TV on the 12 th July. I received an E-Voucher on Monday 2nd August and presumed from this that they could not repair the TV.
I rang the customer service department and was told I could not have the refund back to the payment card as the goods were over 30 days old. The consumer act specifies that as the TV is under 6 months old and cannot be repaired, I am entitled to a full refund. I have send a response to their twitter account and I am still waiting 2 days later for a reply. The only route left to me now is the ombudsman but I have to give currys 8 weeks before I can do this. Shocking company who seem to be able to do what they want without any kind of reprimand.
I have a washing machine that was clearly faulty from day 1 – it made horrendous sound on the first use. Initially Currys staff said I had no right to a refund, full stop. Then they said I had no right to a refund because the item was “used”. One of their staff literally started shouting at me when I said that was irrelevant.
They then tried telling me I had to speak to Hoover to sort out a repair. After I explained my rights under the Consumer Contract Regulations and the Consumer Rights Act they insisted they needed a return number from Hoover. Multiple times they promised to connect me to “Currys’ engineers” only for them to connect me to Hoover (whose staff were very nice but unable to help – it isn’t there problem). Currys continued to refuse a refund because they didn’t have a returns number from Hoover. “Not my problem” I told them – I want a refund. I was promised a call back, which never came. Now weighing up my options: chargeback vs small claims.
I have an Amazon Firestick which I bought for my husband’s birthday last Sept. It has developed a fault and keeps buffering and gets very hot. I have tried all the online hints and tips to resolve this, checked my internet connection is adequate and updated the settings, apps etc, to no avail. Tried to log a return with Currys and prompted to contact Live chat as outside the 30 day automatic return period. Agent has told me that they cannot exchange as they do no have an equivalent item in stock, so I need to get back to them after 7 days to see if new stock available. So I am stuck with a faulty item I cannot use because they have none. I argued that surely I am entitled to a refund and not up to me to wait until they have stock to replace it. Replied that is not their policy and I will have to contact them to check stock in a few days. Total crap, I am sure this is not legal and against consumer rights.
I bought a Tv in March of this year which developed a fault. Customer services arranged for it to be collected the following day. It was collected with its stand as I was unable to remove it by myself. I asked the driver for help to which he replied it didn’t matter.
The fault was changing coloured lines roaming across the screen , changing to a perfect picture then fading to a green haze , picture was visible at all times.
TV returned today stating damage to screen not covered by warranty !
It arrived back separate to stand.I plugged in Tv to bind no picture and obvious contact damage to screen . Is it down to me to prove their culpability ? Can I still claim refund or replacement. Also will my phone call reporting fault to operative describing fault be proof enough?
i bought a washing machine from curry along with a five year repair and protect plan all was fine until april when the washer stop rinsing and washing properly tried all obvious solution cleaning filter hot wash etc to noavail so called team knowhow. first we were told the washer needed a service so after several days wait someone came to service it and said i should ring again to arrange repair. the repair man came cleaned the filter (i had already done this) and said it should now work ring back if not of course it did not back to to the phone lines an ordeal in itself several times ihave got through to the wrong people and have had to wait up to an hour for a reply. the second engineer came again couldnt fix it so backto the phone when i eventually get through i am told i need an enigeer to report why the washer isnt working to get a refund. Another engineer comes out and tries to convince me the washer is working fine despite being full of foam and the water from last wash being filthy he runs it on an empty cycle with no powder in and says its working fine so suggesting idont put clothes and powder in the machine and i wont have a problem! He says he couldnt fill the form for a refund as he didnt know what was causing the problem and they need to put the reason on the form so i should ring team know how again. Eventually i get through and arrange a visit from a fourth engineer to be told the same thing. back to the phones and at last someone admits i should be entitled to a refund which should be processed in about a week. Three weeks later i am still waiting cant see the point of ringing again their word is worth nothing. I cant see what currys are gaining by treating customers this way it must cost far more sending people back and forth than it would to give me what im entitled to. I wont be using currys again and will advise everyone i know not to shop there
Hi
My Nokia camera has a Knowhow cover warranty brought on a roll over monthly payment on D.D. I took this item into Currys store in kiddiminster on the 24th of April 2021 for a repair I was told by a guy Kyle it would be picked up from them on 25th the next day for collection.
I took photos while in store of my camera as it was in immaculate condition and always do this to ensure it would come back in the same condition…… I waited just over a week before contacting Currys support as I had not received any confirmation of my camera being out for repair and thought this strange!!! After several attempts I was eventually put through to the branch and spoke with the guy Kyle who had arranged the repair he said that he would chase it up and get back to me but over week later nothing, I phoned again several times but nothing and not even any Currys advisor could locate the whereabouts of my camera as it wasn’t documented on Currys system for repair I found this exhausting to keep track of the amount of times, I’d phoned but nothing!!!
My brother took me into Kiddiminster store last week and my husband and I spoke with Currys manager, Steve who promised me that the camera had been sent for repair and if they can’t repair it here in the U.K. it would be sent abroad for parts… He said has two months had already lapsed and not dealt with within the given policy time he would raise a voucher with customer Service team unfortunately their was none of Nokia camera’s in stock on line or in the store that was of the same spec as mine, unless I excepted, one on show!! He promised he would see what he could do and get Kyle the guy who had placed the camera for repair to chase this up and get back to me on regular basis! ….But again yesterday, when I phoned Currys they still couldn’t find my camera whereabouts for repair on system and no evidence they’ve request a voucher either!! I requested to speak to Steve the manager at Kiddiminster store and was told by Kyle the manager was busy and he was still chasing it up I told him I was not happy and insisted to speak with Steve who then said all’s well they’ve the evidence of its repair and email for my voucher when I asked for reference to this he said ‘it’s a legal document and very sorry that’s confidential’
‘herm’. However I did find out yesterday while speaking with currys call centre advisor that Currys are ending all Knowhow agreements that include any accidental damage cover. Which my camera is covered for and feel a little concerned and suspicious that my camera.. is somewhere in the system, either awaiting to go out for a repair or sent abroad or missing!
Although, I did previously phone two weeks ago to consumer rights they too didn’t fill me with confidence seemed very matter of fact not really interested, I kind off had to tell them of my rights, they did give me a future reference number to call them back if needed! But surely under the 2015 consumer rights Act, I have the rights to either a repair for faulty goods in the designated time that Knowhow warranty states.. or replaced to the same spec… Im now told a supposed request for voucher May take longer cause a camera is not considered essential..
Can anyone help or point me in the right direction please..I am dyslexic so apologies for long message.. Suzie’ U.K.
Hello
The situation as it stands is that in total frustration I left my laptop at their store in Leyton. The manager Cleo Mujabi told me it would be binned and i have expressly told him not to. The laptop was purchased in Jan 2021 and cost me £400
I am a key worker teacher and use the laptop to send lessons to my students who are self isolating. No doubt Currys showed token support to key workers during pandemic and did well online during pandemic as well. I know my school bought computers from them during pandemic.
I have bought a new laptop with John Lewis so can still help my students.
I have tried my best to resolve the issue but there have been lies and runarounds . Please does anyone have any suggestions or contacts that can highlight this situation.