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Woeful Customer Service from Currys
Brujnr
Posts: 2 Newbie
It's long but it's worth reading for a laugh!
!!!8226; Ordered 4 fans for guaranteed delivery next day to this store. We needed them for the following day and were told we would be e-mailed or called when they arrived. Still no word by mid afternoon so we called.
!!!8226; Passed from pillar to post on the phone to Customer services. Finally spoke to a human being who informed us that DPD hadn't been yet but that we would be e-mailed as soon as it arrived.
We live about 20 minutes away from the shop so we headed over there around 4pm so that we would be nearby when they arrived. Still no word by 5pm so we went into the shop.
!!!8226; 3 fans had arrived an hour before. Because the e-mail is automated we would not have been informed because the full order isn't there. Nobody had a thought to call us and tell us 3 of the fans were there so that we could then decide whether or not to take them.
!!!8226; That was poor form so we decided to cancel the order and buy 4 fans at a nearby Wickes.
!!!8226; We were refunded immediately for the 3 fans that had been arrived but were told that we would have to call and cancel the 4th fan ourselves. Couldn't be refunded by the store because it hadn't even arrived. The assistant informed us that DPD confirmed it was still at a depot.
!!!8226; I wasn't happy about going through the whole customer services telephone palaver but had no choice.
!!!8226; While waiting to speak to someone I was told by another assistant that we would be able to cancel the 4th fan but wouldn't receive a refund until they had located it. They would have to initiate an "investigation". I actually didn't believe that would happen. Surely the guy was wrong. Currys don't need to know where the fan is. They just need to know their customer doesn't have it because they failed to deliver it. My wife asked what would happen if they actually couldn't locate it. "Would we then never receive a refund?" "Obviously that wouldn't be the case", we were told but can't they see that is the logical extreme if we can't be refunded until it is located. Makes no sense at all!!!
!!!8226; Finally, after about 25 mins waiting on the phone the assistant got through to customer services. Not only would we not get a refund, we couldn't even cancel the 4th fan until it was actually delivered. A couple of days later!
!!!8226; I asked to speak to the customer services advisor and was handed the phone by the shop assistant. Incredibly, the "customer services" couldn't talk to me because "this was only a customer services line for staff". I was told to pass the phone back to the staff member. I asked if I could ask the assistant a question to pass on to the customer services advisor. He wouldn't even answer THAT question. Just kept telling me to pass the phone back.
!!!8226; So basically Currys and DPD failed to uphold their part of the sale but decided they could keep our money until they found where they had left our purchase.
Surely this is illegal. Certainly unethical.
There will have to be an absolute bargain at Currys before we will shop there again.
Worst customer services I have ever received!
!!!8226; Ordered 4 fans for guaranteed delivery next day to this store. We needed them for the following day and were told we would be e-mailed or called when they arrived. Still no word by mid afternoon so we called.
!!!8226; Passed from pillar to post on the phone to Customer services. Finally spoke to a human being who informed us that DPD hadn't been yet but that we would be e-mailed as soon as it arrived.
We live about 20 minutes away from the shop so we headed over there around 4pm so that we would be nearby when they arrived. Still no word by 5pm so we went into the shop.
!!!8226; 3 fans had arrived an hour before. Because the e-mail is automated we would not have been informed because the full order isn't there. Nobody had a thought to call us and tell us 3 of the fans were there so that we could then decide whether or not to take them.
!!!8226; That was poor form so we decided to cancel the order and buy 4 fans at a nearby Wickes.
!!!8226; We were refunded immediately for the 3 fans that had been arrived but were told that we would have to call and cancel the 4th fan ourselves. Couldn't be refunded by the store because it hadn't even arrived. The assistant informed us that DPD confirmed it was still at a depot.
!!!8226; I wasn't happy about going through the whole customer services telephone palaver but had no choice.
!!!8226; While waiting to speak to someone I was told by another assistant that we would be able to cancel the 4th fan but wouldn't receive a refund until they had located it. They would have to initiate an "investigation". I actually didn't believe that would happen. Surely the guy was wrong. Currys don't need to know where the fan is. They just need to know their customer doesn't have it because they failed to deliver it. My wife asked what would happen if they actually couldn't locate it. "Would we then never receive a refund?" "Obviously that wouldn't be the case", we were told but can't they see that is the logical extreme if we can't be refunded until it is located. Makes no sense at all!!!
!!!8226; Finally, after about 25 mins waiting on the phone the assistant got through to customer services. Not only would we not get a refund, we couldn't even cancel the 4th fan until it was actually delivered. A couple of days later!
!!!8226; I asked to speak to the customer services advisor and was handed the phone by the shop assistant. Incredibly, the "customer services" couldn't talk to me because "this was only a customer services line for staff". I was told to pass the phone back to the staff member. I asked if I could ask the assistant a question to pass on to the customer services advisor. He wouldn't even answer THAT question. Just kept telling me to pass the phone back.
!!!8226; So basically Currys and DPD failed to uphold their part of the sale but decided they could keep our money until they found where they had left our purchase.
Surely this is illegal. Certainly unethical.
There will have to be an absolute bargain at Currys before we will shop there again.
Worst customer services I have ever received!
0
Comments
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You've already posted this on another thread.0
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You've already posted this on another thread.
And the OP promised this,
'It's long but it's worth reading for a laugh!'
It certainly was long but I didn't laugh.
In the OP's own words 'Surely this is illegal. Certainly unethical'.One man's folly is another man's wife. Helen Roland (1876 - 1950)0
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