Currys Customer Service Issues

Subject: Refund Experience at Curry's West Drayton Store To Whom It May Concern, I am writing regarding my recent experience at your West Drayton store. On 01-02-[redacted], I purchased a Zanussi cooker for £[redacted].00 using my Access credit card. Due to safety concerns about the product, I returned it before unpacking and bought a different cooker from your Hayes branch. Despite multiple assurances that a refund had been issued to a gift card, my account did not reflect the credit. After numerous attempts to resolve this issue, I discovered that the refund had indeed been processed to a gift card without my knowledge. The lack of communication and transparency throughout this process has been distressing. Following a series of visits and phone calls, I finally received the refund to my card on 18-05-22. However, the overall experience has left me feeling frustrated and unvalued as a customer. I urge you to investigate this matter further to prevent similar incidents from happening to other customers. I appreciate your prompt attention to this matter and look forward to your response. Sincerely, J. Verity

I bought a fridge freezer from the Curry's store in Merthyr Tydfil on 20/04/[redacted] and paid for next-day delivery. However, despite multiple calls to customer service, my item has not been delivered. Initially, I was told it had been delivered, but after mentioning my CCTV footage proving otherwise, this was retracted. During the third call on 23/04/[redacted], an inquiry was said to be underway, taking 3-5 days to complete, and I was asked to wait for updates. Feeling undervalued and treated poorly, I expressed my disappointment over the situation, especially given my recent loss and its impact on my mental health. I am looking for an immediate response addressing the delivery issues, along with compensation for the distress caused. If a satisfactory resolution is not provided within 48 hours, I will seek legal advice. -Alison J. Ref number: [redacted]

Hello, My name is Sue Kellett, and I am part of the team at Harewood Estate in Leeds, West Yorkshire. We are currently offering two newly refurbished properties to support Homes for Ukraine. We are in need of assistance in furnishing these properties for two families who will be residing there. We are in search of the following items: - 2 x 36" TVs with freeview If you are able to assist us with providing any of these items, we would be extremely grateful for your help. Thank you, Sue Kellett Properties and H&S Coordinator Harewood Estate

I purchased a top model TV for £[redacted], but it stopped working after only 18 months. The red standby button flashes continuously, and the TV fails to power up. Upon returning it to the store, I was informed I need to pay £95 for a repair. This is unacceptable as the fault seems to be due to a manufacturer defect. The TV is in excellent condition, and I believe the issue is not caused by me. I expect either a repair, replacement, or a significant partial refund to buy a similar TV. I have attached my proof of purchase for reference. I look forward to your prompt response. - Michelle M.

I checked the laptop's stock before purchasing it for store collection. At the checkout, Curry's deducted £[redacted] from my gift card without finalizing the order. I had to wait 24 hours for the refund to reflect on the card. To prevent further issues, I decided to place my order with a sales assistant online. Today, I was disappointed to receive the wrong laptop, clearly labeled with a different code and Windows 8 instead of Windows 11. Now, I must wait three days for the incorrect laptop to be collected, and Curry's cannot provide me with a delivery date for the correct order. This has caused a significant inconvenience as I had to disappoint clients due to the company's incompetence. This whole experience has been a complete mess, and I am still unsure when the correct laptop will be delivered.

I purchased a television from Currys and opted for a "3-year cover" at a cost of £50, only to discover today that it is actually a "2-year cover" because the 1-year manufacturer's warranty is included in their insurance. I was informed that had I purchased the insurance after the manufacturer's warranty expired, it would have been applicable. My mistake was assuming the 3-year cover included the free 1-year warranty that comes with all products. It's disappointing and misleading that they no longer have a customer care email. It's disheartening to see companies I once trusted behave in such a manner. Best regards, L.

Subject: Issue with Norton Protection Product Purchased at Plumpton Retail Park Outlet Dear Customer Service, I am writing to address an issue I encountered with a Norton Protection product that I purchased at your Plumpton Retail Park outlet in Harrogate on 11th April [redacted]. I have attached a copy of the receipt for your reference. The product was bought in response to a misleading email from Norton about our protection expiring, which actually expired on 16th June. When I tried to activate the protection for another year, I found that the Product Key provided was not accepted by the Norton software. After contacting Norton, I was advised to reach out to the retailer. I spoke with the manager, Jonathan, at your Plumpton Retail Park outlet, but unfortunately, he was unhelpful and refused a refund. He also disregarded the fact that the product was not functioning properly and did not investigate further. I believe this situation exemplifies a lack of training or supervision for Jonathan and does not reflect well on your brand. I would appreciate it if you could acknowledge this email promptly and provide your feedback on this matter. Thank you for your attention to this issue. Sincerely, John L. [redacted]

I purchased an Acer tablet online from Curry's on 14/1/[redacted] for £79.99 and also bought a 3-year replacement plan with product code [redacted]. The tablet started to overheat, and after contacting customer service, it was supposed to be collected on June 17 for a replacement. However, on June 19, Apple air pods were delivered instead. After returning the air pods, I was informed that they were lost in transit and needed investigation. I was told to wait up to 21 days from June 27 for any resolution. Being elderly and homebound, this has caused inconvenience as I rely on the tablet for essential tasks. I now prefer a refund over the tablet due to these circumstances. I hope for your understanding and appropriate action to resolve this matter. Sincerely, Mrs. P. Zachariah

Order No. [redacted]. The delivery scheduled for Saturday, 2nd July, did not happen due to driver hours. A new delivery date was arranged for the 5th of July. The machine was delivered yesterday and installed by Carl and Dave, who provided great service. Despite this, I am still disappointed with the initial failed delivery. After the first failed delivery, I received an automated text asking for feedback, which seemed unnecessary. I hope for some feedback and maybe a goodwill gesture from Currys due to the inconvenience. Thank you, Ruth D.

Dear Customer Service, I am reaching out to address an issue with online shopping concerning a faulty fridge. It has been nearly 2 months since our fridge stopped working, causing significant inconvenience to our daily lives, especially with a young child relying on it. The incident happened on 10/05/[redacted], resulting in a loss of frozen food initially and ongoing challenges with purchasing necessities due to the lack of a functioning fridge. As a loyal customer of Currys, I have purchased numerous electronics, including an iPhone 13 Pro Max, preferring your store over competitors like AO. I urge you not to confuse my situation with others seeking new products, as my need for a replacement fridge is essential and urgent. I am dissatisfied with the service provided during this warranty period, questioning the purpose of a warranty if I must endure such delays and difficulties. It has been two weeks since placing the order, and I kindly request prioritized delivery to accommodate our circumstances. Your prompt attention to this matter is appreciated, in line with Trading Standards recommendations to maintain clear communication. Please respond to this email address to ensure a complete record of our correspondence. I eagerly await your timely resolution of this issue. Thank you. Sincerely,

I bought a JVC Android TV, model LT43CA [redacted], in March for €[redacted]. When I turned it on, there was a strong chemical smell from the back. Initially, we thought the smell was due to its newness and would fade, but it persists, making us feel unwell. Despite contacting Currys customer service with a 15-digit reference number from my credit card statement, they requested the original receipt for any action, which I can't locate. Please provide the manufacturer's contact details so we can address this issue. Thank you. Finola M. email: [redacted], phone: [redacted]

I am disappointed that my delivery of a Beko Fridge Freezer (Order No: CUR [redacted], delivery ref [redacted]) was not completed on the agreed date, 19.7.22. I was given a delivery slot of 9.30-13.30 and informed about a pre-delivery call that I did not receive. Despite being home all day as instructed, I did not receive the product. I called customer service, but was told the driver claimed the delivery was already made. I find it unacceptable that the order was canceled and the product returned to the depot without my knowledge. After multiple calls, I was promised a reinstatement of the order but was left waiting with no solution. I am distressed by the lack of urgency in resolving this issue and the failure to follow up on promises to investigate and contact me. It has been three days without my purchase and no communication on a new delivery date. I expect prompt action to rectify this situation and provide compensation for the inconvenience caused.

I bought a Samsung TV from Curry’s at Chichester Retail Park, delivered on July 11. After setting it up on Friday, we noticed it was turning off and on by itself. Initially thinking it was the internet, we turned it off and back on the following Wednesday, but the issue persisted. After contacting Samsung, they confirmed it was faulty and advised us to return to Curry’s for a replacement. Unfortunately, the earliest delivery available was Sunday with a £45 fee, so we had to settle for Thursday. This inconvenience has been particularly difficult as my special needs child enjoys Disney channels, especially now during their school break. The receipt number is [redacted]. Thank you, Simon Roth.

I encountered problems with the installation of a washing machine and dishwasher I purchased from Currys. The installation engineers were unable to fit the integrated door on the washing machine due to misplaced holes. Despite paying £90 for installation, I was told to hire a joiner for the door. The next day, the dishwasher showed a no water error, contradicting the installers' assurance of proper functioning. After contacting Currys and being redirected to Indesit, I was quoted a further £60. Thanks to Indesit's assistance, I reached Currys, who sent helpful engineers on 18th July. They discovered a pipe kink in the dishwasher and confirmed the washing machine door was feasible. Following their advice to fill holes and contact Currys, two engineers from Currys arrived on 22nd July to install the door successfully. Despite the initial installers' shortcomings, the subsequent engineers were professional and efficient. I am dissatisfied with the delays and inconvenience caused by the faulty installations, especially considering the extra fees paid.

I placed an order for a Bosch Tassimo hot drinks machine Vivy 2 on 2/05/[redacted] online with a delivery date of 23/05/22. The delivery never arrived. After checking my emails, I saw a message from DPD with a photo showing a delivery that was not made to my address. The picture displayed a house with a garage and cars parked, which is entirely different from my bungalow with only footpaths. I have contacted Curry’s numerous times, but the issue remains unresolved with only excuses given. My Curry’s order number is CUR[redacted]. It is frustrating that Curry’s has not addressed this properly, and I am extremely disappointed with their customer service. Despite their claims of sending a form for me to sign and return, it never reached me. The incompetence in handling this matter is unacceptable. If this matter is not resolved promptly, I will be seeking legal advice. - S.A. Brine

In January [redacted], I purchased the aforementioned washing machine with the additional services for fitting and disposal. Recently, in July, I discovered water damage to my solid oak floor caused by a leaking machine clip. After involving my Home Insurance Provider, an assessor inspected the damage on July 14th and recommended replacing the affected flooring in both my kitchen and dining room. Finding matching solid oak boards without filled knots has been challenging, especially since my current flooring is unique in color and thickness. The effort to locate a suitable replacement led me to a shop with different flooring options, far from what I initially had. Although I hoped the warped wood would settle over time, the damage appears extensive, especially considering the uncertainty of when the leak began. Pursuing an insurance claim poses the drawback of raising my excess due to the claim, which I find unfair considering the circumstances. I obtained an estimate from a builder for the removal and replacement of the damaged floor, with the cost of wood estimated at £[redacted].00, which I can provide evidence of as needed. The situation, involving unexpected expenses and the inconvenience of finding a matching replacement, has left me feeling the situation is unjust.

I recently purchased an LG OLED TV (OLED48C24LA) on August 9th, [redacted], with order number CUR[redacted]. The main incentive for my purchase was the advertised five-year guarantee, which I found on your website. However, upon contacting Customer Service, I was informed that this guarantee is not provided by Curry's but by LG directly. LG clarified that this model does not come with a five-year guarantee from them, suggesting that if Curry's advertised it as such, they should honor it. I reached out to LG and obtained a reference number CNU[redacted]59 for any potential disputes. I am seeking confirmation from Curry's regarding the five-year guarantee. If this is not the case, I would appreciate an explanation as to why this information was misleading. Another retailer is offering the same TV at the same price with a six-year guarantee, making it a more attractive option due to the discrepancy in guarantee length. I am eager to receive clarification from Curry's on this matter.

Today, I discovered accidentally through Currys' 'Trackit' app that I needed to contact them about my faulty Logix TV repair. After calling them, I was surprised to learn that my TV was deemed irreparable and would be replaced with a voucher. I was not given any other options such as a refund or a direct replacement, which I am dissatisfied with. Additionally, receiving a voucher would cause further delays in getting a new TV. The TV is still under warranty as it was bought in January. I am disappointed that Currys lacks an email system or a visible complaints department. Lastly, the poor telephone line quality and difficulty understanding the representative I spoke to added to my frustration.

Dear Concerned, At the end of May, I visited the Caerphilly store and purchased a £[redacted] set of Sony headphones. I take care of them when not in use and keep them in the case. On August 22nd, while using the headphones, I noticed pieces of plastic from the headband cover left behind. They were not mishandled. When I visited the store seeking help, I was not satisfied with the response. I contacted customer service, facing some difficulties with different representatives but eventually filed my complaint. Now, I am waiting for a response regarding the repair, replacement, or refund of the headphones. I am aware of consumer rights and hope for a resolution within 7 days. Thank you, Jonathan B.

I returned my 50-inch television to Curry's repair service a month ago under a 2-year manufacturer's warranty. Unfortunately, since then, the TV has been returned to me four times with additional damages caused by the repair service, such as bezel damage and a faulty screen labeled as transit damage. Each time, it needs to be sent back for another repair, leaving me without my TV for a total of 5 weeks. Despite this ongoing issue, they are refusing to provide a refund or replacement. When I contact them, I am told only the repair department can issue a refund, but I have no way to reach them directly. This situation has been frustrating and stressful, and I feel helpless as if my money has been taken from me.