Currys hidden charges

Gorpie

I bought an undercounter fridge and freezer from Currys and paid extra for installation and removal of the old appliance via their website. Freezer arrives and they wont remove the old one because it's an integrated unit and that costs extra. So they go and I call customer services, 30 minutes of my life later and they want to charge an extra £44 for each appliance removal. £88 in total.

It mentions on another page on their site that integrated units cost extra but it's hidden away and doesn't mention it at all during purchase or in their email communications beforehand nor was this an option to select when purchasing. Customer service person said it's up to the customer to do the research but surely noone would realistically check on their help/further info pages before a purchase...

What are my rights here? I don't want to pay them more than I already have done but I really need the fridge and freezer to be installed...

McKneff

Did you mention it to the sales person, it seems not.
To be honest, i would know automatically, a normal fridge is literarally flicking a switch and dragging it out.
Theres a lot more involved in taking an integrated fridge out. I would have thought you would realise that

If your that bothered, just take it out yourself, or pay up

Gorpie

I bought it online and there was no option to talk to anyone before the purchase but if a service says they will remove the old appliance then that's what I expect them to do...

davidmcn

Looks clear enough from this page.

Why us?

Plumbed in by one of our expert installers
We’ll disconnect your old appliance for free*
We’ll ensure your fridge freezer is fully working and ready to use

*Please note if you are purchasing a freestanding appliance with installation we will not be able to disconnect an integrated appliance, you will need to contact us to book a separate service or alternatively this will need to be disconnected prior to the install taking place.

DCFC79

You could have used the chat option on the website.

Gorpie

So lots of helpful feedback but what are my rights here? Like I said it doesn't say anywhere when you actually purchase the product or in the email correspondence saying what I need to do to be ready

From checkout:

Let's install it - £44.00
On delivery, we’ll:
Disconnect your old appliance
Connect up your new appliance
Test everything works OK

Let's recycle - £20.00
On delivery, we’ll:
Remove an old, disconnected appliance
Remove your new appliance's packaging
Take the lot to be recycled

From email:

What do you need to do?
• Be available at the property to accept your delivery.
• If you’ve purchased our recycling service, please disconnect your old product before we arrive and ensure it’s free of water (fridges/freezers will also need to be defrosted). If you’ve also purchased installation, we’ll disconnect it for you.
• Please bear in mind, we reserve the right not to complete your delivery / connection if it could cause injury to our delivery crews or to you; if it could cause damage to your property; if there is insufficient access to your property or if it falls outside of the technical connection requirements outlined by the manufacturer.

Gorpie

DCFC79 wrote: »

You could have used the chat option on the website.

I don't know why I would do this unless I thought I needed to and I didn't because the options seemed clear...

Gorpie

davidmcn wrote: »

Looks clear enough from this page.

It is clear on that page but that's a page hidden pretty deep in the website that most people wouldn't go to. I mean even the delivery man was complaining that this happened all the time so it's clearly not an isolated issue.

Aylesbury_Duck

Your rights? I don’t think you can force them to undertake what you want, they could simply say no and refund the installation and collection fee you paid. If you really pushed them, taking them to the letter of what the site said when you ordered, they could quite simply unplug your current appliances and take them away - door fronts and all - then put the new appliances in place and switch them on. You’d be getting exactly what the site said you would, but perhaps not what you want?

JCS1

I suspect you ticked a box to agree to their T&C's, and this was within there?

In which case, you agreed to them, sorry.

custardy

Gorpie wrote: »

I bought an undercounter fridge and freezer from Currys and paid extra for installation and removal of the old appliance via their website. Freezer arrives and they wont remove the old one because it's an integrated unit and that costs extra. So they go and I call customer services, 30 minutes of my life later and they want to charge an extra £44 for each appliance removal. £88 in total.

It mentions on another page on their site that integrated units cost extra but it's hidden away and doesn't mention it at all during purchase or in their email communications beforehand nor was this an option to select when purchasing. Customer service person said it's up to the customer to do the research but surely noone would realistically check on their help/further info pages before a purchase...

What are my rights here? I don't want to pay them more than I already have done but I really need the fridge and freezer to be installed...

Seems pretty clear on a test purchase.
Did you have non integrated items in the basket too?



When you click more info it jumps to the info text below




This is checkout with the install and remove option listed.