Currys fridge delivery a Nightmare

bobwilson

Our fridge freezer from Currys arrived this morning. To my surprise, it arrived along with our tumble dryer we ordered from a different shop (John Lewis). Apparently although ordered from different shops, both were delivered by the same van.

The man rang the doorbell and delivered a tumble dryer from John Lewis, and I was then told to sign for it, so I did. I was expecting sign separately for the fridge from Currys after it was brought into the house.

They then started to deliver the fridge freezer from the van. Delivery of the fridge was an ordeal, since one of the delivery men (the smallest) could not lift his side of the fridge. After banging it against everything in their path, they put it in the kitchen.

I understood the service to include unpacking and taking it away. However, the smallest man refused to unpackage it, insisting it's not part of their service. After he checked and discovered it was a part of the service, he took one of my plastering spatulas from the kitchen, used it to cut open the packaging, and then asked me to help. He kept asking me to provide a bin for the packaging.

During the whole delivery, one of the delivery men was shouting at me for help ''WHERE IS HE?.... WHERE IS HE???... HELLO? CAN YOU HELP PLEASE??''

I was expecting to sign after delivery, however, they just said bye and left.

There is a slight dent on both sides of the freezer, and bottom of the appliance has been damaged, where the delivery men accidentally placed it on top of its electric plug. They didn't notice any of this during delivery, and rushed to leave.

It was only after an inspection of the appliance that I noticed these issues. I'm reluctant to take a replacement from Currys as I don't want to have to go through the ordeal again.

After a phone call to Currys, the guy wasn't really interested..

Currys man: [silence]
Me: "hello?"
Currys man: [silence]
Me: "erm... hello?"
Currys man: [sigh] "yeah hi"
Me: "is that currys?"
Currys man: [sigh]
Me: "erm... hello??"
Currys man: [silence]
Me: "Hello, can you hear me? is that currys?"
Currys man: "yeah"
Me: "I just took delivery of a fridge, and wanted to talk to someone about it, are you the right person to talk to?"
Currys man: [silence]
Me: "Hello?"
Currys man: [sighs again] "Do you want money?"
Me: "I'm sorry?"
Currys man: "What do you want?"
Me: "We just took delivery of a fridge freezer, and it's damaged. What are our options?"
Currys Man: "How much did you pay for it?"
Me: "I can't remember exactly, around £800, could you check for me?"
Currys Man: "How much did you pay for it?"
Me: "I can't remember exactly"
Currys Man: "We can give you 5% off"
Me: "How much would that come to? Can you let me know how much we paid?"
Currys man: "No. I'm not on that screen."
Me:" ... err.. could you change to that screen?"
Currys man: "I'm not on that screen."
[silence] [sigh]
"Let me just put you through to someone else."
... and then put me through to Bosch directly, who after being on hold, cut me off.

I guess I'm asking what my legal rights and options are...

CoolHotCold

Ah.

Theres your problem.

Currys/PcWorld Don't deliver Bosch products, hence why you got such shoddy service from the delivery people. Bosch products are delivered direct from the manufacturer.


If possible, go into a store and they can sort it out (they can arrange for it to be picked up)

Options, either phone KnowHow again and get it picked up and get a refund and also state you want to complain about the delivery (not their delivery people so not much they can do except goodwill you) OR go into a Currys branch who will try and arrange a pickup on your behalf.

issytm

Youre not in the plymouth area are you!,,,,,, I had a wish washer delivered and installed by currys on tuesday.delivery men didnt give it a test run or anything...after first wash it stopped working..indesit wont take any responsibilty cos its an installation fault....after being every assertive amanzger fromcurrys came outafter 4 hours of my phoning........the guys who installed it had forgotten to remove atiny bung absolutly unavoidable distress through shoddy work it ost me£20 to have it installed...its probably cost that in phone calls this morning...writing on a tablet hen e typos.......

eskimo26

We had a pair of clowns deliver our fridge freezer from currys, refused to take the old one away and told us they'd called currys and were told if we weren't happy we can cancel the orderthen they took the new fridge away.

This was after we agreed to wait 2 weeks because currys didn't have it in stock.

So we got a refund and currys lost over 1000 pounds. We went to a proper company and paid a bit extra and was worth every penny.

Currys delivery people were disgusting as was the incompetence of there staff in issuing a refund. Not sure how they keep afloat whole thing was a farce from start to finish.

Currys expects the customer to do all the work and not interested after the sale is made. Lazy and clueless company.

Spankey

As ex Zanussi and Hotpoint Senior refrigeration Engineer i have to make you aware that if these guys lowered your fridge onto an upturned plug and the plug punctured the bottom silver capped insulation then the fridge is probably not repairable. Even the smallest puncture to this silver seal will allow moisture to get in and will quickly allow ice to form under the fridge and a constant water drip from there.
You will also have cold escaping from this same puncture making the compressor / motor work non stop to keep fridge cold and shorten the motors life. :(:(

bdp

Currys delivery system is called Knowhow. They do deliver MANY Bosch appliances. They also have an agreement to deliver for John Lewis and Harrods which is why they'd sometimes come on the same van. As much as some of the staff would hate me to say this, it is the knowhow way to unpack ALL white goods AND take away ALL of the packaging, plus any old appliances as scrap. There are health and safety reasons sometimes meaning they can't, e.g. carrying an American style fridge freezer down stairs, but generally that is what they are supposed to do. I know this because I have done this job. But there are lots of drivers who just want to make life easier by not doing their job properly. Generally a damaged product will give you the option of a discount our a replacement.

There are a lot of good, hard working drivers out there breaking their backs with massive appliances and working 12 to 15 hour days on rubbish pay, doing their utmost to make people happy and ensure everything is working. Obviously people aren't going to come on here to talk about them. But there are also people who don't check sink spigots for bungs, don't hang around to check washing machines spin, and just want to "dump and run" My advice for people using this service, because it is at heart a good service, is know what knowhow promises and then DEMAND it and don't take any !!!!! The know-how dream is to always put the customer first from the moment you walk into the shop to the time your machine is up and running and being used, so if your driver is an @rse COMPLAIN and hopefully they'll whittle it down so more good ones remain.

Ps..... I was ace!

bdp

pps.... I have also worked with drivers that I wanted to kick, and I'm not even the one who has spent the money! Rude, obnoxious, poorly equipped for life, let alone dishwasher installation. Sometimes people also don't realise that in some cases it's quicker to just do something properly than cut corners and then argue about it! (Wow... there a lot of baggage come with this job, lol! I hated it! But pride wouldn't let me do it poorly.)

lil.smartie

Knowhow delivered our washer/dryer ordered from Pixmania they were fab!

Agree with the above though that's terrible service, call back & talk to a manager if ordered online, or go back to the store if paid in store.

Kate

ajones456

Knowhow will always have agent numbers you can take to lodge a complaint...and praise.

I didn't work in delivery but as a general rule I NEVER EVER EVER give my full name to a customer. Call me old fashioned but you have no reason to take my last name. (And no - It's not jones :P)

Eskimo26 - You based your assumption of a whole company on two people?

Here's a fun story. I used to work for Currys as a salesman and a elderly lady came in and bought a small countertop fridge. So small you can chuck it in your boot. Naturally we didnt offer delivery at the time because its so small there's no reason to store them centrally. Of course this lady didn't have a car - she had a bus ride home and didn't quite fancy carrying a fridge - I should also note at this point that lady took NO (ZERO) extras, no cover or anything.

After my shift had finished I got into my car with a colleague and drove to her house to drop off her fridge, fitted it in the place she wanted it and then took all the rubbish away and threw it in my bin at home - As you can see you take the good with the bad. Do not bring down people who turn up to work each day and actually enjoy what they do by belittling the reputation they work so hard to maintain because of your experience with two "clowns"

Valli

issytm wrote: »

Youre not in the plymouth area are you!,,,,,, I had a wish washer delivered and installed by currys on tuesday.delivery men didnt give it a test run or anything...after first wash it stopped working..indesit wont take any responsibilty cos its an installation fault....after being every assertive amanzger fromcurrys came outafter 4 hours of my phoning........the guys who installed it had forgotten to remove atiny bung absolutly unavoidable distress through shoddy work it ost me£20 to have it installed...its probably cost that in phone calls this morning...writing on a tablet hen e typos.......

:rotfl::rotfl::rotfl::rotfl:at the typos and because I so want a wish washer...
(I am not laughing at you in a cruel way - you just brightened up my evening!)
Seriously WRITE and complain; they may offer you a refund of the installation charge, given they messed it up.

Valli

ajones456 wrote: »

Eskimo26 - You based your assumption of a whole company on two people?

Here's a fun story. I used to work for Currys as a salesman and a elderly lady came in and bought a small countertop fridge. So small you can chuck it in your boot. Naturally we didnt offer delivery at the time because its so small there's no reason to store them centrally. Of course this lady didn't have a car - she had a bus ride home and didn't quite fancy carrying a fridge - I should also note at this point that lady took NO (ZERO) extras, no cover or anything.

After my shift had finished I got into my car with a colleague and drove to her house to drop off her fridge, fitted it in the place she wanted it and then took all the rubbish away and threw it in my bin at home - As you can see you take the good with the bad. Do not bring down people who turn up to work each day and actually enjoy what they do by belittling the reputation they work so hard to maintain because of your experience with two "clowns"

Take your point BUT having worked in customer service I know that people expect good service (well hope for) as a matter of course - but when something bad happens they remember it for ever and it DOES colour their opinion of the whole company, rightly or wrongly.