DSG Retail Ltd - Minor Rant

GillsMan7

Not a massive rant really, just a comment about poor customer service (surprise, surprise from DSG Retail Ltd).

I went to Currys to buy a TV. I spent a while looking at the TVs on selection and finally made my choice. £880 including a table for a really good TV.

While in store, I had searched on my phone for the TV and while I did find it considerably cheaper, it was only through sites I'd never heard of and, frankly, I didn't want to take the risk.

I did another search the next day and found the exact same model of TV on Dixons online (another DSG company) for around £250 cheaper. As Currys have a price promise, I rang up to see if they'd match it, and they said they couldn't as it was an online price. Annoying given how much cheaper it is through a subsiduary of the same company, but fair enough I suppose.

I asked to cancel the order and was told I'd have to do it in store which was annoying. When I explained that I didn't live anywhere near the store I purchased it from, I was advised that I could go into any Currys store.

I've just trecked down to my nearest one at work to be told that they can't actually do it, as I need to go to one in the same delivery area as the one I purchased it from. :mad: So I can't cancel it in "any Currys store" after all!!

So now I need to trek all the way to the one I purchased it from, which is nowhere near the nearest DLR stop just to cancel the order, just so I can save £250 for the EXACT same TV from a subsiduary of the same company.

Not exactly making life easy. Not the worst example of customer service in the world, but annoying nonetheless.

Jakg

Dixons are cheaper because they are a "pure" etailer, they have no store overheads, staff costs etc.

Think of why Amazon is cheaper than most retail stores.

vikingaero

The stupid thing is that if the branch of Currys/PCWorld have a surplus of stock of your TV, the delivery drivers may stop off to collect stock from that branch to deliver to you.

GillsMan7

Jakg wrote: »

Dixons are cheaper because they are a "pure" etailer, they have no store overheads, staff costs etc.

Think of why Amazon is cheaper than most retail stores.

Yes, good point, and I'm aware of that. In fact, while I was in store, I checked the TV I was buying on Amazon and it was £50 more expensive which was a surprise.

I'm more annoyed at the hoops I have to jump through to cancel the order. :mad:

CoolHotCold

If it was taken out on finance that add's extra hoops to jump through, but in theory ANY PcWorld or Currys can cancel a order.

GillsMan7

CoolHotCold wrote: »

If it was taken out on finance that add's extra hoops to jump through, but in theory ANY PcWorld or Currys can cancel a order.

Hmmm, I might call back then. It's a straight cash purchase (albeit, I purchased on my credit card). The explanation I got was they need to refund onto the actual card, so I needed to go in store which seemed like nonsense to me.

CoolHotCold

Yes they have to refund onto the original card. Doesn't have to be the same shop or even currys.

at MOST, they will have to phone the HDN to doublecheck its not been delivered.


Also, out of curiosity, can you update this thread with your results (I'd also like to know which TV you are looking at (In the market myself)) of your trip back to Currys.

GillsMan7

Sure thing, I'll update. I'm going to call them today and see if I can save myself a trip.

The TV that I currently have winging its way towards me (twice - Currys order is still outstanding, and I've now ordered via Dixons) is the Samsung LE46D550 available here: http://www.dixons.co.uk/gbuk/samsung-le46d550-46-full-hd-lcd-tv-10078491-pdt.html?srcid=198&gclid=CPqsqc6YuqkCFcod4Qodo3-o-A

It's £580 on Dixons, £799 in Currys and £850 in Amazon so I think it's a good deal tbf.

GillsMan7

Good grief - what an incompetent company! OK, here's what happened from the beginning:

> Ordered TV from Currys in Beckton, East London
> Found the TV £250 cheaper on Dixons website
> Phone up and asked if they'd price match it as they have a price promise. Was told no as they don't match with online retailers. While this is fair enough, I questioned if it was still the case if it was THE SAME COMPANY. Was told it was. I asked if I could cancel the order from Currys and was told I'd have to go in store. I said I couldn't go to the store, and asked why I couldn't do it over the phone. I wasn't given an order, but was told I could go into any Currys store to cancel, which seemed fine.
> Went to Currys in Chancery Lane on my lunch break. They weren't able to refund as I had to go to a store in the same delivery code. I explained I'd been told I could go into any Currys store. But she said they couldn't do it, and gave me a list of stores in East London that could do it.
> I ordered the same TV from Dixons online.
> I went to Currys in Mile End (not exactly convenient on the way home, but a lot more convenient than Beckton), I was told that they couldn't refund it either. A new policy, introduced a week and half earlier, said they wouldn't do refunds from other stores. I said this wasn't good enough, but they explained there was nothing they could do.
> I rang Currys to complain and INCREDIBLY they were happy to refund over the phone. I mean...I'm speechless.

At least it's sorted and I've saved £250, but the time I wasted trecking to two different Currys under false illusions, and ringing their 08445 number from my mobile. Annoying.

CoolHotCold

GillsMan7 wrote: »

Good grief - what an incompetent company! OK, here's what happened from the beginning:

> I went to Currys in Mile End (not exactly convenient on the way home, but a lot more convenient than Beckton), I was told that they couldn't refund it either. A new policy, introduced a week and half earlier, said they wouldn't do refunds from other stores. I said this wasn't good enough, but they explained there was nothing they could do.

Mabey Equri could weigh in on this, but this is the first time I have ever heard of this.

Esqui

Same here, that's a load of rubbish. I did refunds from other stores today. And it's nothing to do with delivery areas, I can book a delivery in Scotland, and arrange collection from there too.

Whether it's delivered or not, a store the other side of the country could cancel/arrange pick up of the order.