Currys — Local services in Great Britain

The below happened and when I approached the store, as my local store, for help, they couldn't have cared less. Awful service.

I purchased a laptop and Microsoft Office online on 14/12/2022. Soon after, I realised I didn’t need the Microsoft Office and requested a refund on the online chat on 21/12/22. I was told that I had to return the card, despite it only being a code, which had not been used. The chat took a long while and I requested that a complaint be logged about the handling of the issue and fact this had to be sent back at all. On 22/12/22, I received confirmation that my parcel was on its way back to Currys. On 28/12/22 I had another email confirming it was back with Currys.

On 06/01/22 I had still not received a reply about my complaint, nor a refund. I called and was told that the previous individual had created the label incorrectly and had sent the parcel back to my own address; although, it had not arrived and was not with any of my neighbours. I logged another complaint about this and was told that he would process a manual refund. I was told that I’d receive a refund within 5-7 days and that a member of the complaints team would get in touch within 7-10 days. They never did.

I called again on 10/01/22. The individual I spoke to essentially called me a liar, saying that nobody would have said they’d organise a manual refund. When he realised he was wrong and I questioned him, he hung up. I called back again, logging another complaint about the fact that I had heard nothing, been hung up on and still didn’t have a refund, purely because of mistakes made by Currys. I was promised, again, that someone would be in touch about the refund and complaint, but they never did.

I then posted a review on 12/01/22 and was asked to email my review to someone, which I did. Nathan was slow at replying, but when he did, he essentially said no refund could be processed because they haven’t got the parcel. I explained that this was unacceptable, as I was not the one who had lost it. Not only did he clearly have no motivation to help me find a solution, they had just wasted even more of my time by asking me to get in touch.

I then got in touch on the online chat again on 17/01/22 and spoke to Sizophila. She said she would log the item as “lost in transit” and escalate the complaint. She also promised I would hear back within 24 to 48 hours. Again, I heard nothing.

On 20/01 I emailed the above information to the CEO and copied in Nathan. I also went onto the online chat and got through to Somya but was completely ignored and had the chat shut down.

On 24/01, having had confirmation that the Executive Resolution Team had received my complaint and heard nothing, I followed up. I didn’t hear anything so approached my bank for a resolution.

What a way to treat a customer... Currys is, without doubt, the worst company I have...

I'm leaving a review for the lovely returns manager I talked to today. I will not be naming names, or leaving a 1 star review, because I know that technically this staff member believed they were following Curry's protocol (even if it was incorrect ).However their attitude in store was less than helpful. That said, no bad day/customer interaction is worth someone losing their job over, or getting in trouble for. I just want to have an impact on how you treat customers going forward.

My review to you, ma'am; I returned my product straight after at another local Curry's, and had no issues at all returning it. I pointed out, as I did to you, that online it was telling me to bring it into store, and that it was fine if it was opened so long as it was in it's original packaging and un-used.

Unlike yourself, this store did not approach me with an abrupt attitude. They took the time to look through the online advice on the website with me, and saw I was telling the truth.They also saw that all the components were clearly still sealed away, and that the monitor still had it's screen protector. Yes the screen protector was a little wonky around the edges, as yes the monitor was removed from the box to see if it was the right size for the desk. It was still protecting the screen well however, and the product was still pristine, unused and resellable. The other team took the time to inspect the product properly, rather than immediately and abruptly shutting me down.

I felt, when you shut me down, that you saw a younger person and judged me to be the type of person that would return something faulty. Rather than taking the time to listen to me or inspect the return and provide proper customer care. It did not matter that I had clearly not used the item, nor that I was picking up another smaller screen for the same cost, effectively doing an exchange rather than a return.

I would furthermore like to apologise to the other staff and customers at the counter, as after our interaction I was riled by your tone and ridiculous standards for return. I admit I am not proud for swearing and muttering under my breath, and I do apologise. I hope you understand however that it was extremely frustrating that I had taken time out of a 14 hour shift to make this return/exchange, only to then be talked down to and told to arrange a collection. I work weekdays, 14 hours a day including commute There are no collections of returns on weekends. DPD collections also often result in damages by handling. It was frustrating to be explaining this while holding a pristine, unused item, that was perfectly valid for return.

Please understand I previously worked in retail and understand the pressures you are under to meet standards. But we're all human, and I would have loved to have been treated as such...

One of the worst customer service experiences I’ve ever had, not that anyone from curry’s bother to read these reviews but hopefully I can help someone with my experience. Found A tv on the curry’s website and as per there price promise (If you find it cheaper on a legitimate competitor website they will match the price) so I found it cheaper went through the online process and after about 20min they agreed to match the price and issued a code (valid from 0730 - 23.59 the following day). So 1200 the following day I go through the online purchase process, enter the code and as promised the discount was applied and the sale goes through, the money is pending in my account and I get an email saying the order is confirmed and I will get an email in 24 hours to collect the TV. 54 hours later still no email so I decided to go in store just in case the email hasn’t been sent, I go to collections show the woman my order confirmation email and she can’t find any record of the order, she goes off to check comes back checks the number again goes off, comes back and nothing! She can’t find any record of my order anywhere! So she advises me to try online help and gives me a phone number to ring. So after another 20 min on the phone I get through to someone in India (I’ve got no problem with offshore call centres but his English was awful) I give him the order confirmation number and he tells me the order was cancelled, I ask why and he says he doesn’t know he said most probably server error and I should get my money back in 5-7days. I ask if he could find out for what reason or at the very least reinstate the order seeing as though you have practically taken the money, and no he couldn’t help.. now I might be cynical but could it have something to do with the price promise? The discount applied was quite large and could it be they didn’t want to honour there promise and cancelled the order with zero explanation? Anyway they refused to help and said I’ll get the money back in 5-7 days and then couldn’t get me off the phone quick enough.. Poor service curry’s shame on you.. Beware anyone trying to purchase something online using price promise just because they agree to match the price does not mean they are going to especially if the product you find is a lot cheaper somewhere...