Curry's complaint handling procedure

aarong1985

Long story short...or pretty much 'the whole story', had a fridge delivered from Curry's, unboxed and discovered it didn't have any legs and noticed that the floor had been scratched because of this, the front of the fridge was scraping directly against the floor and the process of moving it to try and get the rest of the packaging off it scratched my kitchen floor.

Went to the local shop who gave me the legs off of the in-store model and apologised. I then emailed a complaint to their customer services office who contacted me and said I didn't check fridge had legs or not so it's my fault.

I asked what course of action I could take to appeal and was told "well, you can speak to my manager if you want but he'll say same thing. We didn't damage you floor, you did"

I then said that I believed they were legally obliged to give me the details of someone I could escalate the complaint to. The response was "Trading standards or something"

I asked if this was how they usually dealt with complaints and whether they'd send out anything in writing

"If you want"

God, customer service in the 21st Century eh?

I'm not letting this go. Even if I accept liability for not checking the fridge had legs in the first place it wouldn't have been an unreasonable assumption on my part that it did (it's not a model where the legs are taped elsewhere, it should have been delivered with legs) it's very difficult given the nature of the packaging of fridges to unpack it fully without any of it touching the floor.

Given that he wasn't willing to give me any more information as to how to escalate the complaint internally other than speaking his manager who, apparently, was just going to say the same thing, do I now go to "trading standards or something"

Also would like to complain about the complaint handing, but the irony of that is that you have to complain to the same people who dealt with this complaint

pmduk

aarong1985 wrote: »

I then said that I believed they were legally obliged to give me the details of someone I could escalate the complaint to.

They're not. Your recourse is the courts.

AJXX

Let it go and move on.

First of all, you did scratch the floor, through your own actions! You should have checked if the legs where attached or not before putting it on your floor. You can't expect Currys to hold your hand - you have to accept some responsibility for care and due diligence (unpacking it onto something other than your floor for example).

Secondly, you will get nowhere complaining about your complaint - Currys are famous for awful customer service so I'm not sure what you're expecting out of them - there's no legal recourse for bad customer service.

By all means pursue it through the courts but expect questions to be raised as to why you didn't take more care and it's very likely you'd loose IMO.

DCFC79

aarong1985 wrote: »

I then said that I believed they were legally obliged to give me the details of someone I could escalate the complaint to. The response was "Trading standards or something"

Let us know where you read/saw they were obliged to provide details of who to escalate it too.