Currys - rude customer service

HeaddyMX

Right, let's see if I can tell this without cursing...

I bought a wireless network adapter over two weeks ago on Saturday, as a matter of urgency. Took it home and tried to use it. Had no success in getting the dongle to work with my wireless network, and discovered from reviews that the particular model was notorious for having connection problems. So I took it back the following week (this branch was closed on Sundays). Everything was packed just as new, albeit without the plastic wrapping.

Arrived at the store the following Saturday (work prevented me from going earlier). Having asked for a refund, they said they had to send the adapter away for testing, which would be returned on the Tuesday (last week). Come back at your convenience, the friendly staff member said.

Returned last Saturday asking for a refund. The guy in charge of the transaction had gone to lunch, so I was handled by a female staff member who appeared not to know what was going on. After a five minute wait they found the adapter behind the counter, with a note saying it was working just fine. It was thrusted forward, along with "do you want a bag for that?"

I reiterated - I wanted a refund.

Then came a double-team by her and another staff member: apparently the manager or someone 'superior'. They said I couldn't get a refund, because the adapter was tested and found to be working.
I looked over to the notice on the counter detailing Currys' returns policy, mentioning something about 14 and 28 days. I explained I didn't understand the logic behind what the staff were saying; the adapter was working, and everything was there, so what was the problem?

I was told by the 'superior' (paraphrasing) "what don't you understand? We're not gonna give you a refund just because you don't want it."

So basically they weren't going to give me a refund whatever the reason. Would have been nice to know before wasting a week!
You might argue that since the item was opened they weren't obliged to, but I'll also add that a previously opened item of the same make and model was being sold in the same store for the same price.

But it was the attitude of the 'superior' staff member, and the clueless impression of the other that was the biggest problem. Five years ago I'd have assaulted him for the way he talked down to me, and I came very close then. I overheard him talking in similar fashion to other customers too.

Right now the adapter's on eBay, I'm writing a letter of complaint, and I've written off Currys (I never shopped there before) and the whole Dixons Group.

Elmer_Dudd

They are probably the most useless and incompetent store to have any dealings with with regards to problems with items purchased that do not work.

They have their own interpretation of the Sale of Goods Act that obviously comes from Senior management and the Store Managers must be 'programmed' to be as awkward and officious as possible and do anything to avoid any refund under any circumstances. :mad:

They have their own terms and conditions of sale which they can manipulate in every different situation to suit themselves so that the consumer can rarely ever win.:eek:

They ignore Trading Standards Departments advice and hope that if they fob you off enough you will shrivel up and go away and have a piece of useless electronic apparatus gathering dust in the corner.

They never publish the Email addresses of any of their senior partners because they know they will be inundated with complaints and their Customer Services Department just put up extra obstacles and play the system.

In short-the only real means of getting at them is via the Small Claims Court or writing to the Consumer/Money pages of the national press and embarrass them into action!.

Everything else will be a complete waste of your time.

Buy everything there on a Credit Card and then you can claim back through your card provider if they shaft you!

Be careful out there,
Elmer:cool:

superscaper

Surely it's not just a case of working or not working. I'm not an expert on the sales act but isn't there a "not fit for purpose" clause. Just because it works in their labs doesn't mean it works in the real environment of your particular set up which is what you bought it for and were reasonably expecting to work for that.

whatsits

I think your all just spoiled brats, why should a store take back something that isn't faulty and that is the correct product of what you needed?

They have their own interpretation of the Sale of Goods Act that obviously comes from Senior management and the Store Managers must be 'programmed' to be as awkward and officious as possible and do anything to avoid any refund under any circumstances.

What the hell? You must be some stuck up prat that knows nothing! You seriously think a human likes telling customers the opposite of what they wanted to hear? Every business you go to there are guidelines and rules you must follow... Refunding any old rubbish for silly reasons would obviously loose the company money so why should they?

They have their own terms and conditions of sale which they can manipulate in every different situation to suit themselves so that the consumer can rarely ever win.

Life is such a !!!!! isn't it? God dammit, grow up mate! Go cry in a corner! As I said businesses have guidelines that they have to follow - the instore staff are just doing what they are told... You know what they say, don't shoot the messenger!

They never publish the Email addresses of any of their senior partners because they know they will be inundated with complaints and their Customer Services Department just put up extra obstacles and play the system.

Does microsoft publish Bill Gates email address? Nope!

In short-the only real means of getting at them is via the Small Claims Court or writing to the Consumer/Money pages of the national press and embarrass them into action!.

Why, because they refuse to refund a non damaged product that is fit for use? You're some laugh mate!

I don't work for currys or dixons or any of them but I was just surfing the net and came across that post and I couldn't stop thinking 'What a jerk off!' you obviously have never been in the trade business! Think Before You Leap! There really is nothing left to say than, grow up?

Yeah I think that about sums it all up.

Have a nice day!

Elmer_Dudd

Whatsits,
If you don't like hearing the truth-TOUGH.:p
I am describing actual personal experiences with this company and I am telling it like it is!:D
I make No apology for getting under your skin-Indeed I feel that upsetting your delicate 'Trade Business' thinking has been a good thing-I only hope your 'Business' is a lot more customer friendly than you seem to imply in your overlong rant or that of Currys!:rotfl:

Some people just don't like it up 'em Mr Mainwaring!:eek:

Be careful out there,
Elmer:cool:

moonrakerz

I think I've met "Whatsits" - he works in the ******* branch of Currys !!!!

whatsits

the what branch? I work in currys!! WOW! I didn't know that, I don't even get paid for work I don't do!

Elmer, your talking about your experience at currys and i'm talking about mine.. All I got was great customer service, I even got a phone call 1 week after I got my goods delivered to ask if everything was ok! We have obviously went to different branches but don't like one silly little idiot put you of a whole retailer!

Elmer_Dudd

Whatsits my man,

Far from being a 'Stuck up Prat' (Pratt?)and a 'Jerk Off' (Americanism??) or crying in a corner or growing up I have just celebrated taking on the might of Currys with the help of Trading Standards and the threat of the Small Claims Court and got a full refund for a faulty and useless electrical item worth £1000.:rotfl:

Currys were extremely obstructive, rude, evasive and awkward at all stages and told us to prepare for expensive court proceedings and showed no common sense at all-typical failings of a big business only interested in profit.:mad:

I am going to enjoy personally phoning the Store Manager who gave us so much grief and heartache and tell of my success!!:D

Chalk one up for the little guys!;)

You must be extremely fortunate to be phoned by Currys after purchasing an item and should feel very special regardless if you work for or are connected to the Dixons or Currys Group or not.

Must dash old bean!

Be careful out there,
Elmer:cool:

moonrakerz

I really don't understand why people have to be so aggressive/offensive if they come up against someone who holds a different opinion to them.
"spoiled brat", "stuck up prat", "jerk off", "go cry in a corner".
What a sad, infantile way to respond to the OP's valid points and Elmer's equally reasoned response.

I daresay some people do get a perfectly satisfactory service from Currys - but most appear not to.

A very recent survey carried out by "Which", involving 10,655 people placed Currys 46th out of the 50 shops listed and Currys Digital (Dixons) 49th. Is there any more to say !

Perhaps there is:- top 3 - in reverse order: M & S, Waitrose and, ...... John Lewis.

jangor_2

I have heard of two incidences recently of purchases at Currys and PC World. The first was a young woman who purchased a washing machine. This was duly delivered and was unpacked by the driver. She noticed a slight dent on the side but was not concerned as this side would be hidden. She then tried to use the machine but found it failed to function. She contacted Currys advising them of the dent and the fact that the machine failed to work. She was, quite incredibly, told that as it was unpacked there was nothing they could do. She asked for the Supervisor and explained the delivery men had unpacked the product. Again she was told there was nothing to be done and she would have to contact the Manufacturers. Her sister, who is a Doctor, also tried to get them to see reason, advising they had sold the washing machine, which was obviously faulty, and it was the retailer who should replace it. They refused to accept any responsibility. The young woman eventually rang the Manufacturers who agreed to replace the faulty machine.

A second instance was a set of not cheap headphones which, when tried, kept falling off the purchaser's ears. He returned the headphones the same day, explaining the situation quite truthfully. He was told he had used them and due to hygiene laws they could neither be replaced nor could he have a refund. He tried to explain that he had not been advised of this stipulation, that he was unable to try the headphones on prior to purchase and that the packaging did not mention that the item could not be returned in the event of a problem. Despite many pleas, the store refused to help. Eventually a letter plus the headphones was returned, by recorded delivery, to PC World Head Office over two weeks ago. Since then he has not received any response whatsoever. Appalling.

plane_boy2000

From experience the whole dixons group are a bit iffy on the customer service front. I go to John Lewis now where possible. Good service and no hassle plus they will price match any other retailer anyway.

Friend had a washing machine from Currys for which he bought the extended warranty. Machine was leaking at about 2 weeks old so he called them up. They looked at it, said it was beyond repair and sent a guy to take it away. He then got vouchers to get a replacement. All sounds OK, but they bust his new laminate floor while removing the old one and then told him that as his extended warranty had paid out for a replacement he no longer had any cover so in effect he had paid for the replacement!!!!