Tart me up!! - CLOSED

Ivrytwr3

Hi all,

I have been asked to draft a letter of complaint for my in laws (who are in mid '60s) about the appalling customer service they have received from Currys. Here is the letter and any advice is greatly appreciated!

"Dear Sir/Madam

Customer complaint

On 31 Dec 05, my wife and I visited your Boston, Lincs, branch to make a purchase and what a disaster that turned out to be. Our experience of Curry’s, Boston:

On the 31st Dec 05, we were dealt with By Richard, General assistant, Curry’s, Boston, Lincs. We explained to Richard that we were moving into our new home on the 11 Jan 06 and we were looking to buy a new gas cooker. However, it was imperative the item be delivered and fitted by the latest 10 Jan 06 as we would have no cooking facilities otherwise. We were guaranteed by Richard that the item would be delivered and fitted on 10 Jan 06. We went ahead and purchased a Cannon Chich 2WH 60cm DO Gas cooker for £449.99 and then paid an additional £74.95 for the item to be fitted.

On the 10 Jan 06, the Currys delivery team delivered my cooker. However, installation was refused on safety grounds due to the instructions been missing from the order. I contacted Pete, Store Manager, Boston, who stated that he would get the instructions immediately, but would have to post them out to me. I explained that the fitter still refused to fit the cooker. Pete stated there was nothing more he could do and could only arrange fitting for another date. Pete then ‘promised’ me that installation would occur between 10am and 2pm on 12 Jan 06. As he was so precise and had ‘promised’ me I agreed to this new date.

On 12 Jan 06, at 2:05pm I contacted Currys and spoke with Judy. After explaining the problem, Judy said she would investigate and get back to me. At 3pm there was still no fitter or call back from Judy, so I contacted Curry’s head office, Sheffield. Unfortunately the customer services advisor could not find any details of my order.

At 3:30pm, Pete, Boston, was again contacted and stated that he was ‘investigating’ what the problem was and he would call us back very shortly. At 4:15pm, still no call back from Pete, so, again I had to call him. Pete stated that Sheffield had lost our invoices and that fitting could not take place for at least another week! I stated that I had had promised delivery, promised fitting, promised call backs and none of these had occurred and requested a meeting with Pete to discuss our order and its problems.

At 5:15pm after driving 25 miles to the store, my wife and I met with Pete. All Pete did was pass the blame to Sheffield head office, he did not offer any apology and continually shrugged his shoulders in a nonchalant manner; he showed no concern or sympathy for our problem and the distress and additional expenses Curry’s mistake has caused us. All Pete could offer was “not my problem, contact Sheffield Head Office”. But it IS his problem, he had no hesitation in taking our order and money, but now there is a problem he is neglecting his responsibility.

My wife and I requested the cooker be removed from our home asap and we left the store in disgust at the complete lack of assistance given to us. We went to the electrical retailer next door and purchased a new cooker from them. Unfortunately, the item cannot be delivered and fitted until 20 Jan 06. But this is still a clearer deadline than Curry’s “sometime next week”. Whereas Currys had been given 2 weeks notice and still failed in their order.

I am extremely happy with your range and selection of your stock, but your Customer Service is a serious let down. I have never been treated in such a manner and in today’s competition amongst stores I would have thought that common courtesy and rectifying problems asap is a priority. I have been patient and polite throughout therefore I feel I have no other option but to put my complaint in writing to you.

We have been subjected to dis-interested Curry’s staff who’s only motivation seems to be to encourage sales, but conveniently forget about customer after care. My wife and I have made countless calls to Curry’s at our expense, have been without cooking facilities for six days and will be for another 4 days and the only hot meals we have been eating is takeaway fast food, again purchased at our expense.

I hope I have explained myself fully. If you do have any queries, please do not hesitate to contact me.

Yours an aggrieved customer"

PS Who is the best person to send this to?

Ta all!!! :beer:

hjb123

I would send this to the CEO of Currys. It does seem rather long, but it does sound as though it says everything!

You could also maybe send a copy to Trading Standards!

Good Luck!

Ivrytwr3

Yeah, think i might drop trading standards a line too. But i'm not sure what what we are looking to get. I know my in-laws want compensation for expenses, being without services etc, but what would be reasonable compensation?

hjb123

Have you had the cooker removed yet? If so you need that removed and refunded.

You would also require telephone and travel expenses aswell as the expenses incurred in not having a cooker - ie, a contribution towards some of the meals you have had to buy while no cooker.

Dont go too over the top when asking for compensation or they will dig their heels probably!

Ivrytwr3

yes the cooker has been removed, they are still waiting for the refund to appear in their account though.

I was hoping for comenastion along the lines you state, but how would you word that?

hjb123

I am unsure on the wording but somewhere along the lines of:

I would appreciate a contribution towards the expenses I have incurred of telephone, travelling and meals while sorting this whole ********** mess out!!!

Raggie

Ivrytwr3 wrote:

but what would be reasonable compensation?

anything other than Curry's gift vouchers..... ???

Ivrytwr3

while sorting this whole ********** mess out

LOL!!! What i want to say, but not exactly in those terms!

Ivrytwr3

anything other than Curry's gift vouchers..... ???

Very valid point, i don't think they will ever shop there again, so Currys vouchers would not be welcome. However, if this was the only option, i'd give them the cash for them as i have had no problems with Currys in the past. In fact with discount codes, sales etc i have just bought a new oven, originally £299, got it delivered for £142!! So no complaints from me.

Fruitcake

The original problem of not being able to install the cooker without having the instructions sounds like a legal one. I know that shops are not now allowed to sell electrical goods unless the instructions are with them because of changes to health and safety law. This may be the same for gas appliances, and definitely applies if the cooker requires an electrical mains supply.
If this is the case, Currys broke the law by selling the cooker in the first place without checking that instructions were with it. You may be able to use that to your advantage if it is applicable.
As far as compensation, quantify a few examples of the loss suffered, for example 10 L of petrol @89p/L, 45 minutes of phone calls @14p/min, 2 hours of their/your time @ £15/hour etc.
As already suggested, don't make it outrageous, but give them a definite amount that you will settle for. Don't ask them to suggest a figure, and as always stand your ground.

Good Luck

Fruitcake

You Only Listen To Me When I'm Wrong

likabu_2

Sounds obvious but don't forget to add your inlaws customer number or any other identifying reference.