Currys Delivery (Knowhow.com)

QuackQuack_2

Not so much a rant, but an award ceremony. I must give the 'most pointless and useless customer interaction' award to Knowhow.com - Curry's delivery services.

Last week I ordered a cooker from Currys on-line. Delivery is for today. Last night their delivery and installation company, knowhow.com, called me at 7 to tell me...............

.........that if I called them back after 9pm they would be able to give me my four hour time slot. I asked why they could not tell me there and then given they were calling me? The response: "Because we don't know until 9pm and we can't call out after 9pm." Wow, how useful is that!!! After a few snide comments about the usefulness of the call I was given a phone number (national rate) and web address to check my delivery slot..........

......imagine my surprise to find that after keying in my order number it has absolutely no idea where my cooker is...........



A really useful phone call from knowhow.com, and a really useful and functional website. Top marks ............. :rotfl:

WISEMAN

I paid £5 for a 4 hour delivery slot. I had ordered three items, and the delivery had to be split as one item was not in stock. The first delivery was fine. But when the third item was available I was given a 13hr delivery window. It was useless to complain. In spite of the fact that had had paid for my original 4hr slot, this was a separate delivery, and I had not paid for a slot. I asked if I could pay another £5 to fix a 4hr window. This was not possible as I had not booked a slot when I had ordered the item. Of course, I had not been able to book a slot with the original order, as I had no way of knowing when the item would arrive in the depot. You would not guess any of this from reading their website. A total disgrace.

Vaerron

Cooker ordered and paid for on 28/10 with delivery set for 1100-1500 on 31/10. At the time of purchase it was explained that although the cooker ordered was all electric, it would be replacing a dual fuel cooker and therefore the gas would need to be capped. Fees of £65 for delivery/fitting and £22 for a specified time.

On 31/10 the cooker plus fitter turned up 2 hours early when the only person present was my 81 year old mother in-law. The cooker was left in my hallway and the fitter left saying that he was only qualified to do electric so could not install it. I called Knowhow directly when I found out what happened to be told they would fit it 3/11. My comment that they should waive the installation fee was treated with disdain by a somewhat unhelpful lady called Jessica.

When I got back from work I drove to the Staines store (you cannot call them as there is no direct number) and spoke to a guy on the Knowhow desk. I have to be fair and say he was very helpful and sympathetic. He confirmed the new date of 3/11 for fitting and also refunded the fitting fee of £65 with no problem whatsoever.

Come Sunday 3/11, we check the website to see the time for the fitting is between 16:00 and 20:00. This time instead of the wrong fitter, no fitter at all turned up. No communication from Knowhow at all to say it was not possible to show, so a wasted afternoon from my point of view.

I guess that when Knowhow's reputation gets low enough they will just change the company name to disguise things.

Mupette

ordered a cooker (induction) to replace dying gas cooker.

they wanted £40.00 do do the disconnect and reconnect, said i would have get it done myself with someone qualified

night before has cooker was disconnected and gas capped off as wouldn't need it.

new cooker arrived left in kitchen for us to sort out ( what we wanted) husband noticed markings, delivery boy ( i say boy he was so young) claimed it was where the packaging was squashed against the metal and a gentle rub would get rid, guess what... didn't come off.

£1000 cooker we expect it to arrive in pristine condition, this was on a Saturday morning, we rang the number left with us, it was head office who did nothing, we were left with no cooker, one person at know how actually advised us late that night just to get it wired in and use cooker as it would be a good 5 days before replacement arrived.

first call to us to sort delivery was set
second call to sort out delivery was to tell us they were just taking cooker and refunding us, i hit the roof, promises of new cooker with connection fees waverd to removal of cooker and refund,

the next day driver arrived and i told him that until my cooker was delivered, the damaged one would stay with me, imagine has stupid i looked when he asked did i want the cooker on his van...

did any of them know what was going on, finally have new cooker unmarked, free installation and the £50 gift card that was on offer for buying cooker finally arrived, if you have this offer check small print, if your return your item, they want their voucher back, in full or they will deduct the gift card money off your refund.

naming and shaming on Facebook and twitter did nothing to organise these idiots

Littleweedj

I also had a long running saga with Curry's; have never before encountered a store with such deplorable and dismal customer service, it is non existent.

I won't relate my dreadful ordering experience as it would go on and on and on for pages but was the simple act of ordering a new cooker with non delivery one month later and nothing but excuses from start to finish. In future I'll shop elsewhere and will never again be subjected to such hassle trying to get answers. In the end I cancelled and requested a refund.

Had read hundreds of negative reviews - it would appear they were all true!

phot50

I am sorry to add to an already over-crowded forum, but another tail of frustration, anger, woe and a farcical ending to, what I thought was the easy task of ordering a cooker from Curry's online.
I purchased an electric oven on the 19th Jan 2014, and asked for delivery on the 13th Feb 2014.


I was advised the item would be coming from the manufacturer and was currently not in stock. That's ok these things happen, would have been better to advise this when ordering but hey ho.


A days leave was booked, I received an very nice text message to advise the time window(07.55-11.55), that the item would be delivered. So I waited in all day and yes the cooker failed to arrive.


So I emailed Knowhow to advise of the delivery failure and received the autoreply advising the matter would be dealt with asap.
So after a very apologetic email, a phone call and a text message from Knowhow,another time slot was booked and another day off was booked.


I then,,,,, OK lets cut to the quick.
Delivery booked for 26th Feb FAILED TO DELIVER
Delivery booked for 8th Mar FAILED TO DELIVER
Delivery booked for 15th Mar FAILED TO DELIVER
Delivery booked for 22nd Mar FAILED TO DELIVER


I must thank MSE for the on-line covering complaints letter of which I competed emailed and sent a copy to Curry's knowhow. Only to receive yet another apology( after another 3 emails asking for a response to my complaint), Oh ! and a the offer of a £20 money off voucher.


I must admit I reluctantly declined this generous? offer pointing out that, this offer did not come close to compensation for: being without a cooker since January, the waste of 2 days leave and 3 wasted Saturdays.


There was nothing else to do but cancel the order, which I must say Gavin from Knowhow appeared very pleased to hear.


So, can anyone offer advice as to what action I can take the escalate a claim from Curry's knowhow?


many Thanks
Phot50 (at least I'm still laughing)

wealdroam

phot50 wrote: »

So, can anyone offer advice as to what action I can take the escalate a claim from Curry's knowhow?

Yes.

Have a read of MSE's Failed Delivery article.

[Deleted User]

It was my past experience of large electrical retailers which now directs my buying of large/small appliances to my local Euronics (independent retailers) shops. You might pay £20-50 more but you get free delivery, free installation and free removal of the item plus the money going directly into the local economy.

http://www.indi.co.uk/tid8/euronics-stores.html

Bobbymax

On the theme of delivery, went into a Currys store to buy a fridge freezer at the weekend.
Big sign on the fridge saying free delivery and fairly priced so we went to order. Salesman told us they were popular and out of stock and more than 70 had already pre-ordered but a big delivery due in four weeks so we could have then if we didn't mind waiting.
In no rush, so went ahead until we got to actually paying. A £10 delivery charge came up on the bill. I pointed out that they are actually advertising free delivery, to which he replied they had to add a £10 charge because we couldn't supply a delivery date!
The old adage 'is it me' sprang to mind. I asked the salesman to clarify that they were charging customers £10 because the store couldn't manage their stock - he nodded but added that everyone has paid it who had ordered the fridge.
My reply was there are a lot of mugs in the world and the credit card went back in the wallet.
Nationwide, how many people are being taken in by this kind of trick - and are other wholesalers operating similar schemes?

Jaffster

Hi QuackQuack,

I work for KNOWHOW, though I'm not paid to be defending their honor here.... Just a fellow consumer that stumbled upon this thread after having an issue with a completely different courier and reading about it on here.

You are only able to get your delivery timeslot after 9PM as that is when the routes are planned for the following day. Imagine a pot of customers expecting deliveries on the following day, some have paid for premium timeslots and others haven't. The 'zones' for the vans are then created once the 'pot' is full after the cut off for following day deliveries is completed. You'll find this normal practice with many couriers who don't simply perform a 'knock and drop' service.

The phone call on the evening before is to help you - Many customers do not know that a timeslot is made available and can be accessed on the prior evening and it can help you to ensure that you're at home for the delivery. It is in KNOWHOW's interests to ensure that a delivery was successful just as much as it is in your interests to get the product that you've paid for.

ThumbRemote

Do you think QuackQuack has got their delivery yet, or have they been waiting three years for it?