Currys - Should I Complain?

Snugwump

Hi all,

I'd love a bit of advice if anyone would be kind enough to offer any, please.

I placed an order with Currys online and paid for next day delivery. A package arrived the next afternoon but it said 'package 1/2' on it and the courier commented on this, saying they could see I was expecting another but they didn't seem to have it.

I called Currys and the person I spoke to was surprised it had been sent in 2 separate packages (as was I, they were identical items and very small indeed). She called the courier (DPD) and told me they were unable to locate the second parcel and were now looking for it, and that I would receive a call or email. I had information and tracking for only the first parcel, and customer services at this point told me they could see on the tracking that parcel 1 had been signed for and parcel 2 had no real tracking info available.

Several hours later with no contact, I called Currys again for an update. I was told DPD would take up to 7 working days to investigate the package's whereabouts and if it turned up after this and I didn't want it, I could return it. The person was pretty rude and I'll admit, I became frustrated which isn't like me - honest . When I pointed out I had paid next day delivery and this had not been honoured, I was told basically that Currys had done their bit by despatching it and it was now DPD's issue. I did say that I was aware that my contract was with themselves, not DPD but I was told I would receive no refund even for the delivery at this stage and I must wait the 7 working days before Currys decided what to do because Currys don't know where the 2nd parcel is, and they don't know whether I had received it or not. (!!)

Am I right to complain, or is this standard procedure and I'm being OTT? I paid next day delivery because it was for a gift and have now had to make other arrangements, so naturally I do not want the item if it turns up - it just feels unfair that Currys are holding my money while I do not have my full order. Any advice would be gratefully appreciated, even if it's to tell me I'm overreacting :rotfl:

wealdroam

Snugwump wrote: »

Hi all,

I'd love a bit of advice if anyone would be kind enough to offer any, please.

I placed an order with Currys online and paid for next day delivery. A package arrived the next afternoon but it said 'package 1/2' on it and the courier commented on this, saying they could see I was expecting another but they didn't seem to have it.

I called Currys and the person I spoke to was surprised it had been sent in 2 separate packages (as was I, they were identical items and very small indeed). She called the courier (DPD) and told me they were unable to locate the second parcel and were now looking for it, and that I would receive a call or email. I had information and tracking for only the first parcel, and customer services at this point told me they could see on the tracking that parcel 1 had been signed for and parcel 2 had no real tracking info available.

Several hours later with no contact, I called Currys again for an update. I was told DPD would take up to 7 working days to investigate the package's whereabouts and if it turned up after this and I didn't want it, I could return it. The person was pretty rude and I'll admit, I became frustrated which isn't like me - honest . When I pointed out I had paid next day delivery and this had not been honoured, I was told basically that Currys had done their bit by despatching it and it was now DPD's issue. I did say that I was aware that my contract was with themselves, not DPD but I was told I would receive no refund even for the delivery at this stage and I must wait the 7 working days before Currys decided what to do because Currys don't know where the 2nd parcel is, and they don't know whether I had received it or not. (!!)

Am I right to complain, or is this standard procedure and I'm being OTT? I paid next day delivery because it was for a gift and have now had to make other arrangements, so naturally I do not want the item if it turns up - it just feels unfair that Currys are holding my money while I do not have my full order. Any advice would be gratefully appreciated, even if it's to tell me I'm overreacting :rotfl:

No need to talk to the carrier.
I'm even a bit surprised that DPD even discussed things with you.
The whole issue belongs to Currys - they hired the carrier - and they(Currys) should be resolving things.

At least you should insist that Currys refund any extra you may have paid for the faster delivery option.
You have the right to cancel the order and receive a full refund if you wish, but the thing you have already received will probably need to be returned.

theonlywayisup

I'm confused.

Did you receive your order in full? In the last paragraph it seems to suggest you haven't but, I'm not sure if you are disputing the parcel quantity rather than the order delivery? I ask because I received a canteen of cutlery once which was marked as parcel 1 or 144. Clearly it was a mistake and I had received the full order.

If the second item was identical to the first, did it stop you giving the gift?

[Deleted User]

Could the package have simply been mistakenly labelled as part of two packages? Have you actually opened the one package you've been sent? Why did you have to buy a different gift? Couldn't you have told the recipient that the apparently missing part would follow?

Regardless of all this, if you don't want the item you can return it for a full refund within 30 days of receiving it whatever the reason. So yes, I guess I'm telling you that you are overreacting...

Snugwump

wealdroam wrote: »

No need to talk to the carrier.
I'm even a bit surprised that DPD even discussed things with you.
The whole issue belongs to Currys - they hired the carrier - and they(Currys) should be resolving things.

At least you should insist that Currys refund any extra you may have paid for the faster delivery option.
You have the right to cancel the order and receive a full refund if you wish, but the thing you have already received will probably need to be returned.

Thank you for your input.

I was surprised that they told me DPD would call me too! So far I have not had any contact from them, I was originally put on hold by Currys while they spoke to DPD and relayed the message. My assumption was it down to Currys rather than the courier, thanks for confirming. I really appreciate the advice.

Snugwump

theonlywayisup wrote: »

I'm confused.

Did you receive your order in full? In the last paragraph it seems to suggest you haven't but, I'm not sure if you are disputing the parcel quantity rather than the order delivery? I ask because I received a canteen of cutlery once which was marked as parcel 1 or 144. Clearly it was a mistake and I had received the full order.

If the second item was identical to the first, did it stop you giving the gift?

Sorry, bit of a garbled post wasn't it

The order was for two NOW TV gift cards, identical in terms of size, price etc but two different subscriptions. I ordered 2, received 1. I made arrangements to replace the cards (not with Currys!), so I could still give the gift but obviously this meant paying out again which wasn't ideal.

Snugwump

Moneyineptitude wrote: »

Could the package have simply been mistakenly labelled as part of two packages? Have you actually opened the one package you've been sent? Why did you have to buy a different gift? Couldn't you have told the recipient that the apparently missing part would follow?

Regardless of all this, if you don't want the item you can return it for a full refund within 30 days of receiving it whatever the reason. So yes, I guess I'm telling you that you are overreacting...

As I said in the above message - sorry for any confusion I definitely did not receive both items I ordered, and they had apparently been sent separately. I suppose I could have given the gift late, but I paid for the faster delivery service to ensure I could give a gift on time. Thank you for your input, much appreciated

[Deleted User]

Snugwump wrote: »

I was surprised that they told me DPD would call me too!

You are correct that DPD will communicate only with Curry's in the event of a dispute, you are not the carrier's customer.

Snugwump

Yes, I checked the contents of the parcel I received. It contained one of the two items I purchased.

theonlywayisup

Snugwump wrote: »

Sorry, bit of a garbled post wasn't it

The order was for two NOW TV gift cards, identical in terms of size, price etc but two different subscriptions. I ordered 2, received 1. I made arrangements to replace the cards (not with Currys!), so I could still give the gift but obviously this meant paying out again which wasn't ideal.

Not garbled, just not totally clear.

As post 2. Ask Curry's to refund the expedited delivery cost.

Snugwump

theonlywayisup wrote: »

Not garbled, just not totally clear.

As post 2. Ask Curry's to refund the expedited delivery cost.

Thank you very much for your help