Currys Customer Service Issues

Subject: Urgent Replacement Needed Hello, I am reaching out regarding the item I purchased, which has arrived substantially damaged. I have attached pictures for your reference. I attempted to contact Currys via phone but was unable to reach anyone after waiting for over 50 minutes. Please respond to this email promptly to arrange for a replacement. Thank you, Bryan Tel - [redacted]8

I recently purchased a JVC LT55CF890 Fire Edition 55" Smart Ultra HD HDR LED TV with Amazon Alexa online from Currys with order number CUR[redacted]. Despite setting it up following the instructions, the TV is not working. After attempting basic troubleshooting and contacting Currys multiple times, I have not received a satisfactory response. I have called, emailed, and even sent letters, but I have not been able to get a resolution. This has been a frustrating experience as I am now £[redacted] out of pocket with a faulty TV. I hope Currys can address this issue promptly, as I am not the only one facing problems with their service.

Hello, I purchased a new Hotpoint double oven online from Currys, which was delivered on Sunday, May 10, [redacted]. Shortly after, I noticed two issues with it. The grill automatically switches off after 10 minutes, and the bottom oven doesn't reach the required temperature for cooking certain foods properly. I contacted the Currys helpline on Thursday, May 14, and scheduled an engineer visit for May 19. However, the engineer informed me that there might be design faults with the oven and advised against coming. He later canceled the visit after consulting with the technical department. I promptly emailed Currys on May 19 to request a refund for the faulty oven, the extended care plan, and the delivery charge. Despite being told to allow six days for a response, I received none. After contacting them again on May 27 and facing difficulties on the helpline, I am still awaiting a resolution. I am disappointed with the lack of communication and support from Currys, as I am left with an oven that doesn't fulfill its purpose. Sincerely, Carol G.

I am reaching out to address an issue I encountered with a defective product. The product in question is the SONY - DualShock 4 V2 Wireless Controller in Black, with product code [redacted]. My experience involved several unsuccessful attempts to contact Currys regarding the faulty product. After finally reaching the Tech team, I was advised to have the product replaced. Unfortunately, when transferred to customer services, I faced continuous disconnections. Despite making eight calls over nearly three hours, I was unable to lodge a complaint or speak to a customer service representative. This frustrating ordeal occurred on 1/06/[redacted], during which I spent from 13:00 to 16:00 on hold with customer services. Each time I connected with someone, I was redirected to another number only to face another disconnection. This has been an extremely disappointing experience, and I am disheartened by the lack of customer service and the absence of a functional email contact for concerns. I anticipate a genuine apology and a replacement for my product. Research indicates that other customers have faced similar challenges, highlighting an ongoing issue.

Subject: Concern Regarding Recent Online Purchase Dear Team, I recently received delivery of a slimline dishwasher I purchased online. While satisfied with the product itself, I encountered a pricing issue. I had initially seen the dishwasher priced at £[redacted].99 and purchased vouchers using my blue light card to apply my NHS discount. However, when I went to make the purchase, the price had increased to £[redacted].99. After attempting to request a price match, I was informed it couldn't be honored as no code was found. Consequently, I ended up paying an additional £10. Additionally, I mistakenly selected a service for old dishwasher collection which I did not require, and was unable to have the new one installed due to current restrictions from the coronavirus situation. This resulted in an extra £30 paid. I kindly request a refund of £30 for the service I did not utilize, as well as assistance in finding someone to install my new dishwasher. Thank you, Donna B.

I purchased a Dyson V11 Animal Plus online last Friday for £[redacted] with order number CUR[redacted]. My intention was to order the V11 Animal like my mother's, but I noticed the Plus model is listed as heavier on your website than expected. I am fine with the extra tool and cost savings, but I don't want a heavier vacuum. The weights provided on your site are conflicting and I seek clarification on this matter before my Plus model arrives on Thursday. I attempted to contact Customer Service twice without success due to long wait times. I am open to swapping to the V11 Animal if the weight discrepancy cannot be resolved. Please reach out to me regarding this issue.

I called about my broken washing machine, still under warranty. The engineer checked it, deemed it unfixable, and filed an insurance claim. It's been 4 weeks, and I'm without a machine. I was told a new delivery date would be confirmed, but 8 days later, no update. After multiple calls, I was promised an email to the delivery service, yet no new date received after 5 days. Unable to reach customer service, with long hold times and calls disconnecting, I'm frustrated. Despite current circumstances, I expect a replacement under warranty. This experience could deter me from future purchases. I hope for a prompt resolution. Thank you.

Hello, I recently received the electric cooker I ordered from you and I am thrilled with it. When I paid online, there was a bit of confusion regarding the delivery date. Initially, the email mentioned a different date than what was eventually scheduled. This resulted in me taking a day off work unnecessarily. Additionally, despite the receipt stating a [redacted]% delivery discount, I was still charged for delivery which was a bit perplexing. I understand that the current circumstances can make things challenging, but I wanted to bring these communication issues to your attention. Overall, I am very happy with the cooker and this is just a minor concern. Thank you, Steve

I recently purchased a Hoover washing machine model HL 1682D3 NFC 8 online on 26 May. The delivery went smoothly, but I've noticed an issue with the final rinse cycle - it seems to be using hot water instead of cold. This seems unusual for an automatic washing machine. I've checked the Hoover website and other online sources, but there is no mention of this feature. Most sources suggest that this is not normal. My concern is that if the heater is running at the wrong time, it could lead to overheating and potential fire hazards. Additionally, using hot water when unnecessary may impact the machine's energy efficiency. The washing machine is correctly connected to the cold water line. I appreciate any clarification on this matter. Thank you. Paul R.

I received the HP printer I ordered on the 22nd of May. However, I've been experiencing issues with the printer screen turning blue and cutting out while printing documents since its delivery. Today, I reached out to HP Instant Print customer service for assistance with setting up my account. The advisor helped me through the setup process and determined there may be a fault with the printer as it was not providing an email address for the account setup. She recommended returning the printer to the store, but due to COVID-19, the shops are currently closed. I am seeking guidance on the necessary steps to address and resolve this problem. Thank you, Lindsey.

We have been without our freezer for about 3 weeks, possibly now entering the 4th week as the needed part is obsolete. We repeatedly attempted to urgently contact you, but after holding for an hour last night, we got disconnected. We also spent last Friday afternoon on the phone with no progress. Despite having a coverplan with your company, the e-giftcard provided is not working. We are extremely frustrated and need to speak with a representative immediately. Please call me at 01[redacted]07. The plan is registered under Julian Herbert, and I am Elaine Herbert, his wife. We were informed last night that we won't receive a freezer until the end of July. The attempts to speak with the white goods department led to the call getting disconnected. The level of customer service we've experienced has been unacceptable. Recently, I called at 12:41 and was supposedly being transferred to the complaints department, but after waiting for a few minutes, the call was disconnected. This ongoing issue with the company's customer service is concerning.

Hello, A few days ago, I contacted your customer service to request a copy of a receipt for an item I purchased a few years ago. I was informed that permission from the area manager was required to release such a sensitive document. I felt that there was some misunderstanding about my request during the conversation. Therefore, I would like to submit my request again. I need the receipt for an insurance claim due to accidental damage and not for any other purpose. Here are my details: Name: D.N. Address: 17 Springfield Place Purchase: Sony Bravia 4K Smart TV Purchase Date: [redacted] Branch: Bradford, Foster Square Retail Park Please send me a copy of the sales transaction promptly to the email address provided. If additional information is needed, kindly respond to the same email address. Thank you for your assistance in advance. P.S. If you are unable to fulfill this request, please provide me with the contact details for the current CEO of Currys.

Dear Currys PCWorld, I called your customer helpline today, but unfortunately, it was not helpful at all, leaving me very dissatisfied. In February, I purchased a Nokia Mobile Phone at your Cwmbran store in Wales. The phone is now failing to retain its charge and I need a replacement under warranty. As returning it to the local store is not an option for me, I contacted your helpline for assistance. Despite explaining my situation four times to different representatives, it was challenging to get them to understand that I couldn't visit the store in person due to living in Wales. Eventually, after a long wait, I spoke to Sean from technical services. Sean informed me that I would need to wait for the store to reopen as I purchased the phone in-store. When questioning why it couldn't be handled by mail, Sean could only repeat that it wasn't possible because it was an in-store purchase. This explanation was unsatisfactory and didn't address my issue of not having a working phone. I believe that exceptions should be made during exceptional circumstances like these. I urge you to resolve this matter promptly. Sincerely, Carlton B. Morgan 22 St Vincent Road Newport NP19 0an Receipt: [redacted] Cwmbran 26/02/[redacted]

I placed an order for a DJI Mavic Pro 2 for £1,[redacted].00 on June 16, [redacted]. However, I realized that it was the wrong item and now wish to change it to the DJI Mavic Air 2 Fly More Combo priced at £[redacted].00 before it ships. I contacted customer service at 0[redacted] but struggled to reach the appropriate department. After spending 4 hours trying to resolve the issue, I was continuously transferred without proper guidance. I understand the challenges posed by COVID-19, but I expect better clarity in the service provided. I am not seeking apologies or a refund but simply wish to make the necessary changes to my order. I hope for a swift response to address this matter. I have been advised by Trading Standards to keep a comprehensive record of my case; thus, I would appreciate correspondence through this email address. Yours sincerely, R. Bamban

I had a long-standing account with Currys and had a substantial order history with them. Recently, when I attempted to access my order history, I encountered difficulty logging in. Despite using the Reset Password link to change my password successfully after receiving the reset password email, I continue to face the same error message indicating that I am either not registered or entering the wrong password. Despite numerous password reset attempts, the issue persists. Upon contacting their customer service for assistance, I was informed that they are unable to help me beyond suggesting the use of the Reset Password link, even though I had already tried that several times. Their suggestion was for me to create a new account, which I found unsatisfactory. It appears that other users are facing similar issues and receiving the same unhelpful response from customer service.

We purchased and paid for a dishwasher with installation and old appliance removal. Our order number is CUR[redacted]72, delivery number [redacted]. Upon delivery, we learned they couldn't install it due to our integrated old appliance. They left the new dishwasher and suggested we contact customer service to arrange a specialist team and determine the additional fees. My spouse called customer service, got cut off after two minutes, and has been waiting for assistance for a while. Our old dishwasher remains unremoved and the new one is unusable. We seek guidance on how to proceed.

Hi, I recently had an upgrade anytime agreement with Curry's through ThinkSmart that expired on the 16th of April. Due to the store closures because of COVID-19, I was unable to upgrade during that time. After contacting ThinkSmart, they temporarily suspended my account and assured me I could upgrade once the stores reopened. I reached out to ThinkSmart again today, as some stores have started to reopen. They mentioned that without confirmation of which local stores are open, they are unable to process the upgrade over the phone. They suggested I visit my local store, like the Becton branch of Curries, where the staff can assist me with the upgrade in person and contact ThinkSmart directly. Before heading to the store, I am curious if I can simply walk in and what documents I should bring for proof of identity and upgrade eligibility. I appreciate your prompt response. Thank you for your help. Warm regards, C. Ewen

Order number CUR[redacted] and delivery reference number [redacted]. I recently purchased a NEFF ceramic hob online along with installation, old hob recycling, and a 5-year care and repair package. On the agreed date, the fitters arrived to install the hob but left it with me due to a supposed wiring issue preventing them from connecting it. They mentioned regulations required a 6mm cable instead of the existing 4mm cable and suggested rewiring. After hiring an electrician, it turned out the appliance was suitable for a 4mm cable all along, and the existing wiring was sufficient. I am now requesting a refund of £[redacted].00 for the installation and recycling charges. I have been trying to contact Currys via phone, email, and mail without any response. If they need to reach me, please use 01[redacted]43 instead of my mobile due to poor signal at my home. Regards, Michael Burrows.

My washing machine broke down in May. The engineer did not arrive on the scheduled date of the 21st. After rescheduling with Currys, the engineer was supposed to come on the 2nd of June but did not. Finally, the repair was done on June 5th, and the engineer mentioned he would order parts and the office would contact me. After several follow-ups, I was informed on the 17th that the machine couldn’t be fixed, and a replacement voucher will be issued. It's now the 1st of July, and I still haven't received anything. When I called Currys, they mentioned needing a report from the engineer before issuing the voucher. Despite multiple calls, there has been no resolution, and the customer service experience has been frustrating. It seems my Knowhow plan hasn't been much help either, as I never receive callbacks. - S. Smith.

I ordered a new cooker for my Grandma on Sat, June 27th with delivery set for Wed, July 1st. However, I got a text that morning stating the delivery would be on Thu, July 2nd instead. Upset with the short notice, I called to express my disappointment. The delivery slot for Thu, July 2nd was 9am - 1pm, but I woke up to another text today saying the delivery was rescheduled for Mon, July 6th. This unexpected delay caused me to take another unpaid day off work. My Grandma really needs the new cooker as she can't use her current one. I tried calling customer service twice today, but was on hold for 30 minutes each time and got disconnected both times. I want to file a formal complaint and would appreciate a prompt response at [redacted]5. Order number: [redacted] Thank you