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?
Hello,
I purchased a hoverboard as a gift for someone 2 months ago, it does not work properly and I tried to exchange it in store but as it was after the 30 days all they would do is give me the contact number for the manufacture to arrange repairs. I was not happy with this so left the store and had a look at my rights and came across the consumer rights act 2015. I believe as the contract was between myself and Curry’s it should be them that arrange a repair, replacement or refund as I haven’t had the goods for 6 months. Is this right? I’m sure they will offer a repair if I go down this avenue and it states the repair should be done in a reasonable timeframe. May I ask how long that timeframe is? Also I would ideally like to just go back in with a copy of my rights and ask for a replacement there and then but I know I’ll get fobbed off. Any help much appreciate!
Thank you.
Hello,
Curry’s have advised me that the independent report has to be carried out by a third party who is VAT registered, I’m struggling to find anyone who meets this bill but a TV engineer with 40 years experience and a thriving business has said he is happy to submit a report, do you think this will be satisfactory?
Thanks for all of the above too, its been a massive help!
I have a 2 year old Samsung tumble dryer that has been assessed as having a faulty heatpump (so apart from the door and carcass the whole thing) Samsung won’t repair. Can I go via Currys under the consumer rights act? Or do I suck it up that my £750 machine has broken after 2 years 3 months.
Hi, I sent my tv off to the repair centre with no visible damage just as the delivery driver signed on the collection sheet. There was a few lines on my screen going vertical and horizontal. The tv was still usable just a little bit annoying that’s all. The centre rang me up and said the damage wasn’t covered under the care plan and we’re going to charge me £700 to complete the repair. I said no thanks and they sent my tv back. Once I got home I had a look at the tv and noticed green duck tape at the bottom of the tv. I peeled it off and there was a chunk of plastic missing from the bottom of the frame. I checked all along the frame and there was multiple scratches and scruffs and the frame didn’t appear to be put back on correctly. I plugged the tv in before going back on the wall and it is absolutely smashed to bits. U can see hardly any of the picture and there is a massive crack on the bottom of the screen as if the tv has been dropped. I went into store the next day to let them know of the situation. They said the repair centre will have to pick it back up and fix the issue. Long story short they are trying to save the tv was delivered to them in that state and are refusing to repair or give me a new tv. The tv is 8 months old. I have photos from before it was collected and after and even the staff in store agree that someone has dropped the tv. A case was opened for 2 days and when I rang for an update today they told me the case is closed and they will not be fixing my tv or giving me a replacement. I went back into store today to try and get this fixed and I am no told it is being dealt with via their legal team and I have to wait 2-4 working days. Do you have any advice or suggest what I should do if they get back to me and still say they aren’t replacing the tv? Cheers.
I bought an Apple Watch S5 from Currys on 24/12/2020. The thing has become impossible to use as a watch, despite factory resets etc.
I just spoke with Currys, who say that, as it is out of warranty, the Statute of Limitations would therefore only allow me to receive a ‘proportional’ refund based on the current value of the item, or a repair.
They want me to contact Apple to get a report on the condition, and then to take the watch to one of their shops.
Does this sound reasonable?
Thanks q lot for the info.
I purchased a television from Currys during their black Friday deals. It was delivered on 5th December and I set it up on 10th Jan after putting the house back to rights after Christmas. I plugged it in and their was an internal crack and blue and red streak lights down the screen and no picture. Contacted Currys and was informed that as this hadn’t been reported to them within 7 days there was nothing they could do about it and I could pay for a repair. I refused and asked to speak to a manager. Was given what appears to be the normal fob off of a call back within 72 hours from a manager, and surprise surprise, nothing. I sent an email to their complaints email address, nothing so a week later emailed again, only this time to have a bounce back email stating the mailbox was no longer in use! I contacted them on twitter and was informed that it was not reasonable of me to inform them 36 days after delivery of the damage and therefore there was nothing they would do!! She then claimed I needed to inform them within 48 hours of delivery of the damage. I asked to see where this was stated in their terms and she couldn’t tell me. After going back and forth constantly on the phone and via twitter they flat out refused to escalate to a manager or resolve. I paid via PayPal and they magically decided they would accept the return however I would have to pay the £85 to return the tv. It needs to be returned in a few days time otherwise the case will be closed but I’m livid and don’t see why I should have to shell out to return an item receieved damaged as I know they’ll not reimburse me and I’ll be out of pocket but I don’t want to be stuck with a TV that doesn’t work!
I bought an Oculus Quest 2 on 30th November online from currys. I choose currys because it came with a £50 credit. I haven’t received it. I had web chat on 30th December and was told credit delayed until 4th Jan. Webchat on 4th Jan said 24 hours, webchat on 5th chat said credit in being processed by curry’s but I’m in a queue. 12th Jan still nothing received. What can I do?
Paid Curry’s to repair the screen on laptop on 26dec.
Gave me a completion date of 6Jan.
30Dec received a call that job had been done.
5Jan received text laptop was ready to collect.
Went to store to be told ignore the message as it’s not here.
Tracking app tells me on 6Jan it’s in store.
Store again tell me it’s not try again on 7jan.
7Jan tell me it’s not there
8jan call to customer (no) care dept.
They tell me it’s actually at the distribution centre.
9jan call again to ask if it’s been sent out.
Now told it’s at the store and was signed for 5jan.
What excuse will they given me when I visit them on 10 Jan.
Product description includes next day delivery, however after payment it becomes 7 days. Unable to contact them.
Curry online lie to you,
i bought a hisense cooker 24th 12 2021, on installation the hob worked the top oven but the main keeps shorting out, it is a fire risk (i guess all things faulty are) i called curry’s who said go to hisense, hisense said they don’t take returns go back to currys(i think on reflection it’s the same call centre) currys said yes they’ll take it back but go to hisense for the ”uplift number” i went to hisense, they said i had to accept a repair, no they would not give me this number until the repair man had come, i went back to curry’s , i asked for the issue to be escalated, they lie, they tell you they have and you have to wait 72 hours for a call back, they don’t escalate they lie, 40 calls later and here we are in this loop, i tried web chats they hang up now, the call centre hangs up, i have remained polite and insistent , i bought it on credit card so i have approached them now.
DO SHOP WITH CURRY’S, i bought 5 appliances for a new kitchen, God help me if any of the other 4 go wrong, and GOD help curry’s!!!
We bought a lap top on 23/6/21 and by 23/10/21 it had been returned 3 times for repair – store insisting on each occasion it needed to be sent for repair and would not offer a refund. On 29 December the fault returned for 4th time and store have said it needs to be returned for assessment. This is now the 4th time it has been sent back. I am told that if they assess it now as faulty we will be able to have a replacement or a partial refund.
Two questions please:
Am I entitled to a full refund?
( my understanding is that they had 1 chance to repair and then I should have been issued a refund.)
Is this address still current?
Legal Services
Currys PC World
1 Portal Way
North Acton
London
W3 6RS
How do I invoice currys for rental?
The TV I bought from Currys only lasted 13 months, they told me a) the fault I described was due to damage I had caused b) nothing they can do as out of warranty and no care plan and c) they dont repair this make of TV. Long story short they eventually took it in for repair but parts are not available. A partial refund was agreed and I am still waiting for it a month later. Currys still have the TV.
I have been unable to obtain a £719 refund … it’s been over a month. Numerous calls and webchats on the back of poor service and then difficulty arranging uplift of product although they have it now. Now I can only conclude that they have been consistently lying to me. I’m outraged as we spent a further £1200 on other items. I plan to follow your small claim process. What a shambles of a company.
My 11 year old daughter forgot all passcwords and apple I’d to her iPad which curries said could not be repaired under there insurance becausecdind my iPad was on it. We have went through the relevant steps to try and remove it through iTunes and bow are locked out . Can curries refuse to fix this
I paid in full for a dishwasher ,came up on my natwest app while in the shop that the money was pending ,its since come out of my bank but they couldn’t find my order on the system ,he wouldn’t refund my card or give a receipt for payment and actually asked me to pay again ,I refused so they basically taken my money £239.99 and the dishwasher isn’t even ordered so no dishwasher but I paid ,calling the customer service a massive massive waste of time and as soon as you demand to speak to a manager they hang up ,they sent me a email link that dsnt exist, im just hoping my bank gets my money back as its fraud ,the store manager was useless
Yes i got a tv from currys 4month old and a small dot came on the screen we sent it to care and repair it was working when it left the house it came back the screen was completely destroyed they wont repair it and won’t £400 to do the job and its not are fault.
I ordered a television 45 days later not delivered, no email to confirm delivery date. I have spent an age on the phone being fobbed off ,15 days in asked when’s delivery date told 19th will have email confirmation told yes. The 19th came no tv back on the phone 3 days later where’s my tv answer must have gone missing sir I will order another for you, I would receive email confirmation nothing. I phone again not received tv answer our system shows the tv been delivered, it hasn’t I replied give me my money back, to be met with we have to investigate this sir you will get an email within 48 hours nothing again. I phone again I want my money back , answer the last person you spoke to sir didn’t log this I will have to raise it again, you will get an email in 48 hours, Guess what no email . Back on the phone spoke to another clown that said not been logged properly would definitely get an email within 72 hours this time, you’ve guessed it nothing. I have 1 email to confirm my purchase, and about 30 trying to sell me something, I will battle on to get my money back and never purchase so much as a fuse from Currys as long as I draw breath
Hi,
Great content in the blog.
I have a fault with my laptop and I want to be as prepared as possible. Would you be able to direct me to the part in the Consumer Rights Act 2015 where it indicates the evidence in the public domain that I would require in order to override an independent report? Laptop is about 10 months old and I’d like to make sure I hit the ground running in this process. Many thanks in advance!
I’m currently having a problem with Currys (non-delivery to the store of an item I ordered).In trying to resolve the matter I have exposed a number of examples of poor practice. These are:
The store doesn’t have a Store Manager – just Management Team Members. They have taken no responsibility for resolving the matter and told me I’d have to contact Customer Service myself. Customer service then said I would have to take the matter up with the store! The two sides wont talk to each other.
No Telephone Numbers are given for the Store.
There is no complaints Department. The website has a number but this simply directs ‘complaints’ to Customer Services.
Webchat is staffed by representatives who have no ability to resolve the matter and simply refer to the care team. I was promised by various representatives that the care team would get back to me within 24 hours, then 48-72 hours, then 24 hours etc.They will not give contact details of the care team for direct contact.
The email address on the website failed. My email asking for help bounced back. Similarly I got no response from Twitter.
Overall there is no accountability. Customers are unable to access Managers who can take action to resolve issues.
Beware. In desperation I sought help via the Internet. I found many sites claiming to be able to resolve issues with Currys. These were Scam sites who would charge.
My issue continues so I have now resolved to send a letter demanding a refund.