BEWARE - Currys disgraceful "customer service"

I ordered a fridgefreezer from Currys over a month ago and have had nothing but hassle since - and am still waiting for the said item to be delivered. . Are there any tried and tested methods to get a rapid result here?

The problem began when a member of staff "helpfully" left me a telemessage 4 days before delivery was arranged indicating that the transaction had not been completed, as the credit card was not authorised and asked me to re-order the item. When I contacted the cc company the next day - to avoid inadvertently paying for the item twice - it was confirmed that the transaction had gone through (the authorisation code was also shared). This "helpful" message seems to have caused all kinds of confusion because it seems that there was an attempted delivery on the day previously arranged - of course I wasn't there to receive this having been told the order had been cancelled.

Since then I have called Currys customer services to arrange for delivery maybe 15+ times?; the only consistency being premium line calls to staff that are unable to progress enquiries, constant misinfomation, a poor quality log of events and promises of returned phone calls which never materialise. E-mailing a complaint has been a waste of time as the specific points were ignored; instead, the first answer indicated that it had been delivered to me - when I challenged this the soothing response was, no of course the item hadn't been delivered because the order was cancelled. Neither of the above is correct but re-ordering as suggested makes no sense as I have already been charged for this item!! :mad: :mad: :mad:

The block to tracing the order seems to be at the delivery centre, which has no customer interface, is only contactable by customer services via e-mail, responds if it can be bothered and is seemingly immune to direction. Having pushed it seems the delivery centre is now looking through the delivery records and I was told that they would call me back by the end of the day to advise of the outcome - I have chased this daily over the last week and found that the delivery centre is "too busy" (the inference being that they are prioritising orders placed weeks after my own), and beyond any management intervention to expedite the order. Currys refuse to even hold a new delivery date in anticipation of the records being found - as I discovered yesterday this can take upto 28 days and not the "end of the day" as first promised!!! Also v annoyed at the time an trouble this order has put me to given that the onus is on the supplier to come up with the goods rather than me having to make rptd enquiries.

There appears to be no internal process to acknowledge the fact that the whole situation was caused by Currys own incompetence, how poor the "service" has been to date or any attempt to fix the problem. Has anyone had any success with escalating complaints within Currys? My only choice now is to wait for another 3 weeks+, or to go into dispute through the cc company and get the money back.

The lesson here is that the telephone Customer Services line is completely ineffective if the system doesn't work as it should, don't bother ordering this way. (I originally tried to purchase through a large store but there were no floor staff available to help despite requests / rptd trips / stores being empty of customers). The only reason I reverted to telesales rather than online ordering was to negotiate a convenient delivery date. WARNING: this method does not work and can leave you seriously out of pocket! Definitely not VfM, just a load of bother and extremely frustrating.