Currys Customer Service Issues

I contacted your helpline to report a faulty TV purchased in November last year. After waiting 45 minutes listening to your music, the ringtone changed, but before I could speak to someone, the call got disconnected. I called again, waited another 45 minutes, eventually spoke to a representative, provided all details, and was promised a reference number for a pick-up the next morning. Unfortunately, the call disconnected again. I had given my mobile number, expecting a callback, but that didn't happen. This is the worst customer service experience I've encountered. It's frustrating to keep calling for a repair booking. I won't be buying from PC World again. This kind of service is unacceptable, and it's no wonder there are issues in the country with such poor service standards.

Hi, I would like to report a damaged item that was discovered upon opening it after delivery. I have a hearing impairment, so I find it difficult to use the "contact us" phone numbers provided on the website. My spouse purchased an Essentials dishwasher Model CDW45W18 with order number [redacted] just before the lockdown on March 19th. The delivery had to be rescheduled until mid-June to allow for delivery inside the house - delivery reference [redacted]17. Subsequently, we had to wait for the COVID-19 situation to improve before we could have it installed. The installer came last week, and we noticed that one of the side panels was damaged. Although it seems to be only a cosmetic issue, we have not yet used it. Before taking any further steps, we wanted to inform you. Rather than returning the dishwasher and waiting for a replacement, we were hoping you might consider providing a price adjustment. Thank you, Greg & Lesley Sherwood

I sent further comments on 24.07 but have not received any response. Does customer service even exist at your company? Here is my original message: Order number: [redacted]5 Hello, I wanted to address an issue with my recent order of a Fridge/freezer delivered early on Sunday, 19.07.20. Unfortunately, I was not home at the time. When my wife inquired about unpacking and removing the packaging, one of the delivery personnel rudely stated they did not have time for that and left quickly. They did take the old Freezer, though. My concern is, if this is the standard response from your delivery team, what is the purpose of paying £20 for the service if we are treated poorly and not provided the expected assistance? I am starting to feel that the Covid situation is being exploited for your benefit. Both my wife and I have been working throughout this period, with my wife at Hull Royal Infirmary, and we have never complained. Therefore, I believe it is reasonable to request a full refund for the delivery and collection part of this transaction. I look forward to your response. Thank you, Andy M. 24 Southcoates Avenue Hull HU9 3HA

I placed an order today (Order No. CUR[redacted]) online for a Fellowes paper shredder, using an e-voucher and credit card for the balance. After receiving an email confirmation, Curry's sent another email canceling the order without explanation. I attempted to reorder, but the e-voucher had no remaining credit. I had difficulty using the chat system and received an email notification from Curry's that the order was ready for collection at Blackpool Curry's. I am concerned about the canceled order, the status of my e-voucher credit, and any charges to my credit card. I hope to avoid a wasted trip and clarification on the situation before planning a visit to the store. Additionally, if the matter is resolved, I intended to browse freezers in-store. Thank you. - K Goodwin

I've been trying to send an email, but it keeps getting returned as undeliverable. I called the helpline after purchasing a Beko XDDF655T at Currys in Stratford upon Avon on July 6, [redacted]. Unfortunately, the oven door won't close. The Serial number is [redacted], and the reference number I was given is [redacted]. I was informed that a repair person needs to come to fix it. I look forward to hearing from you and appreciate your help. Thank you.

I received a Beko fridge from your company in April [redacted]. Due to COVID restrictions, only the delivery of the new fridge was provided, and my old one was not taken away. Before it stopped working, I noticed issues with the thermostat. I opted to buy a new one instead of repairing it at that time due to the pandemic. The fridge is in good cosmetic condition and could be repaired and recycled. Now that things are settling down, I would like to inquire about the cost of having my old fridge removed for recycling. Unfortunately, I do not have a car to bring it to the store. I've had trouble reaching you by phone and couldn't find an email contact. I appreciate your assistance with this matter.

I placed an online order (CUR[redacted]) for a Chromebook (£[redacted].00) on 12/08/[redacted] and paid via Visa debit. An hour after the order was accepted, it was canceled by the store (Elk Mill, Oldham) without any explanation. I contacted Curry's customer services to inquire about releasing the funds from the pending transaction so I can purchase a different laptop, but was informed that no customer service agent has the ability to send emails. I find this situation frustrating and disappointing, especially coming from a major technological and electronic organization like Curry's. Due to the difficulties in reaching customer service, which I understand may be impacted by the current pandemic, I am facing a delay in resolving this issue. If Curry's could email my bank to release the funds, it would prevent an 8-day wait for the money to be returned, allowing me to make a new purchase promptly. I believe Curry's needs to improve their operations and customer service to avoid such inconveniences in the future.

Subject: Issue with Gas Cooker Installation Order - Ref #[redacted] Dear Customer Services, On August 4th, [redacted], I purchased a Kenwood gas cooker from assistant 63 Fikri with the promise of removal of my existing electric cooker and the installation of the gas cooker under express delivery. I was given Monday, August 10th, [redacted] as the delivery date. Unfortunately, upon delivery on Monday, a gas-only fitter was sent, rendering the installation impossible. The cooker was taken back to the warehouse, and a new delivery date was to be arranged for Friday, August 14th, [redacted]. On the rescheduled date, an electric/gas fitter arrived, but the cooker was not sent with him, causing another delay. I chose CURRYS for their professionalism, yet I find this situation unacceptable. I am now awaiting delivery and installation of my cooker along with the removal of the electric cooker for recycling scheduled for Monday, August 17, [redacted]. I look forward to a resolution. Best regards, Mrs. J Rowe

We arranged for our Panasonic 55-inch smart TV to be picked up on 29/5/[redacted]. Despite the warranty being just 14 months old for a TV that cost over $[redacted], we were assured we could have extended it at the time of purchase. Upon complaining, they collected the TV for repairs under the Sale of Goods Act. On Saturday, June 6th, I received a message that the TV was repaired and would be delivered, but it never arrived. After numerous phone calls, I was told they were waiting for a response from Panasonic and the delivery update was automated. Despite being promised a partial refund by the 10th of July, I have not received any further communication. It's frustrating to be put on hold for over an hour whenever I call, and I would appreciate any assistance in resolving this matter.

Hello, I want to report an issue with today's delivery. The driver, Dave, came to install the washing machine but refused to do so and also didn't take the old one away. This is very frustrating as we paid for the installation service. It's disappointing to receive such poor service, especially when we had no issues during our previous purchase. We urgently need this to be resolved today. The driver's unprofessional behavior is unacceptable, and I kindly request for him to return promptly to complete the job as paid for. Thank you.

I bought a JVC TV on June 23 and picked it up the next day, everything was fine until yesterday, August 27. I contacted customer care on the 28th around 14:50 and spoke with Philip. I requested an exchange as I had only owned the TV for 9 weeks. Philip couldn't authorize it and transferred me to the online team. I spoke with Kyle at 15:32, and I explained I wanted a replacement, not a repair. He agreed to arrange a pickup and replacement for September 2. At the Stockport branch, they had no record of it. I called customer service again and Rachel helped me, mentioning that Kyle should not have promised an exchange or refund. She said a manager could review the recorded call. I feel deceived and disappointed with the service. I now request a refund, as discussed during the call at 15:32. Karen Gill

On the 18th of August this year, I purchased an HP printer for £[redacted].99 from Currys online which included a £30 cash back offer. After receiving the printer, I applied for the cash back through HP. Despite HP acknowledging my application, they claimed the documents from Currys were insufficient. I've encountered difficulties in getting the cash back offer honored as HP requested further documentation, leading to frustration. I've dedicated hours trying to resolve this through various Currys customer service channels with no success or even acknowledgment. My wife and I have been loyal customers at Currys, spending thousands on household goods over the years. Feeling compelled to take action, I am now reaching out to the Trading Standards Office in my area regarding this issue as it appears to be inadequate.

Order No. [redacted]. I missed the delivery of my order on Saturday, August 29th, due to a mistake in the address. Despite attempting to correct it through both your and DPD's processes, I encountered unhelpful responses. DPD advised me to contact Currys to amend the address but was met with rude and dismissive behavior from a call center representative. They denied me the chance to speak to a supervisor and promised a call back that never happened. I was informed that redelivery was not an option and my only recourse would be a refund. After re-arranging delivery to a store pick-up point and receiving acceptance, I find that the status now shows "Return to consignor has been requested." This situation seems like a flaw in the system, and the treatment by customer service felt deliberate and disrespectful. It is frustrating how difficult it is to make simple amendments and how customers are made to feel small by customer services. I am now unsure of what steps to take next.

I purchased a Beko Fridge Freezer in March [redacted] but due to COVID-19 restrictions, I only had it installed on 24th August. The Freezer door is not closing properly and the seal is loose. I have been attempting to contact your company for the past 7 days, both by phone and chat, but have not received any response. I have now given up on calling. I understand the challenges companies are facing, but the lack of customer service is unacceptable. I have requested a return and would appreciate speaking to a representative. Thank you for submitting your return request. We will review the details and get back to you promptly. Your reference number for this request is #[redacted]4. We aim to send a collection request within the next 5 days, and you can rearrange it directly with the courier if needed. Upon receipt of the collection, we will process your refund within 14 days or send out a replacement product.

I am reaching out regarding order number CUR[redacted], placed online over 6 weeks ago. Despite several promises from customer service representatives, the screens I urgently needed did not arrive. After multiple inquiries, I was told the products were not accepted by the supplier, leaving me requesting a refund. However, the promised refund has not been processed even after two weeks. This delay is unacceptable, especially considering the £[redacted].58 paid for essential work equipment during this challenging time. Repeated calls have not yielded any progress, and my email to customer service remains unanswered. This situation violates the refund policy stipulating reimbursement within 10 days. I eagerly await your response. Thank you, Fabian.

Hello, I have attempted to contact the Currys store at the Durham branch six times without any success. I have been waiting on the line for three hours. I am experiencing constant pain due to a disability. I am reaching out for assistance regarding my Bosch Freezer, purchased under warranty on 15/07/[redacted] from the Durham Currys shop at the retail park. Despite adjusting the settings, the freezer continues to freeze items excessively. Could you please respond and arrange for someone to come and repair it? Thank you, Margaret M. 15 Gray Avenue Sherburn Village Durham DH6 1JE P.S. The purchase might be under my name, Margaret Moralee, or my husband, Dennis Moralee. Thank you.

Since June 6, I have been waiting for a credit voucher for a faulty cooker under warranty. I was informed the voucher was sent to an email address, but my mother does not have access to email. I requested the voucher be sent by post, but this is not their usual procedure. After emailing customer services multiple times, I received a message stating the email is no longer active. My calls to Curry's have also been frustrating, as I wait on hold for hours only to be advised to email customer services or abruptly disconnected. A complaint letter sent to the Head Office on July 29 has not received a response. I feel stuck in a loop as Curry's seems reluctant to admit sending the voucher to a non-existent email address was an error. I simply want the warranty honored and the voucher mailed to me directly.

I received a Bosch washing and dryer machine on August 31st. The installers left with a leaking connector which was damaged during fitting, and they also didn't put a panel in place. Despite revisits on September 5th and 8th, the issue persists with leaks, and the installers admitted they couldn't fix it and suggested a plumber. Customer service contact has been challenging, having calls dropped during conversation. Assistance needed.

Order Number: CUR[redacted] I recently purchased an Apple MacBook from the Currys Mansfield store. After receiving an order confirmation, I was surprised to get an email an hour later stating that my order was canceled without any explanation. Despite numerous attempts to contact them by phone and email, I couldn't get through. I visited the Currys Daybrook store for answers, where I was informed that orders are automatically canceled if not picked up within an hour. I found out that there were still 4 laptops in stock at the Mansfield branch. Upon checking my bank account, I saw a pending charge of £[redacted], which I can't afford if I don't receive the MacBook. I am disappointed with this lack of customer service, and I hope they provide an apology, cancel the pending payment request, and reconsider their policies to ensure customers don't lose out due to internal processes. - R. Tomlinson

On August 22, [redacted], I made an online purchase from Currys for a THRUSTMASTER T.Flight Hotas 4 Joystick & Throttle. The confirmation email indicated the delivery would be by August 28, [redacted]. However, I have not received any further information regarding my order. The item details are as follows: - THRUSTMASTER T.Flight Hotas 4 Joystick & Throttle - Black - Product code: [redacted] - Price: £74.99 - Delivery Method: Standard delivery (free) - Total Amount: £74.99 including VAT of £12.50 The email stated that I would receive a tracking number when the product is dispatched. It is now September 11, [redacted], and I have not yet received the item. Your prompt update on the status of my order would be greatly appreciated. Thank you, A. A. Lunn