Currys.co.uk customer service in lockdown

Ganga

Rosa_Damascena said:

mattyprice4004 said:

Robisere said:

After bad experiences with Currys years ago, if I want, say, a laptop or TV, in normal times I usually go to the store and check out what is available. I can see the items, use them and decide what I like. Then I go online, find the model I liked at the best price/guarantee combination and buy it. If that is, I can escape the attentions of some muppet trying to tell me techie stuff I know more about than them! I did buy a new tumble dryer from Currys in late March this year, because they were least expensive after searching alternatives and I could obviously not visit the store. It was delivered by the (giggle) Know How Guys and I managed to get it delivered to the front of my french doors, they put it onto my trolley and my son helped me unwrap and set it up with the kit on top of the washer. Fortunately I did not have an old model to be taken away.

We aren't all that useless - I worked for Currys in the tech department for a few months and I'm fairly well qualified
I did however lose my job because I wouldn't sell their lovely extended warranties to all and sundry... but that's another story! 

Can you explain the Currys mindset to us? I have never encountered a household name that has such Wild West operations. Does it just not care about its reputation?

AO is exemplary in contrast.

I am sure i read some threads on this site that complained that AO pestered customers to take out extended expensive warranties after they had purchased goods

minty777

Have you tried

https://www.teamknowhow.com/help-and-support/plans/contact-form

letsbehonest

Curry's customer service! that's an oxymoron isn't it?

Bogwoppitt

Is there a thread on here for unsatisfied Curry's customers?
Because I've been stung by them and I'm actually starting to lose the plot now after trying unsuccessfully to have a faulty from new fridge freezer picked up. I've spent in excess of 30 hours on calls only to be cut off either whilst in the queue or after a human picks up. I can't afford another one, no refund seems forthcoming (they were actually booked to collect yesterday but never turned up) so I'm stuck with a 90kg paperweight in my kitchen and I really want to cry now.
I tried Messenger and at first they appeared to be helpful, even though they told me I had to ring Grundig to obtain an uplift code (surely my contract is with Curry's and not Grundig if it's under 30 days and therefore the onus should be on Curry's to obtain it, not the consumer?!). I then was told they could not exchange for the next model up due to not being able to take payment online. I tried ringing in and was told they can't exchange for a higher value model online, over the phone or in store. The only option is to arrange for collection and THEN after a refund, order another one.
So I messaged them asking for a collection and they booked it in. No-one turned up.
I messaged them again and now they're ignoring me - I really am at my wit's end over this.
Should I pay for a courier to deliver the fridge to a local store and put in a claim for courier charges? Should I just bite the bullet and put in a small claims judgement against them and be done with it?
I honestly can't spend another week of my life on the automated not-so-merry-go-round phone system they have, it's sucking my soul out of me.

By the way, random fact of the day. Grundig and Beko are both owned by a Turkish company called... wait for it... Arcelik.
I sh*t you not! (pun intended)

Bogwoppitt

Just contacted them on the above link (thanks Minty777!) but I'm not holding my breath or I will suffocate.

Here's my response.

Purchased a fridge freezer that was delivered 1st June, was faulty from day one. After three weeks of trying to get through on the phone, I managed to obtain an uplift code (which is actually YOUR job, as my contract is with YOU and not with Grundig) and after spending 30 hours calling and Messaging your team, I was finally told I was booked to have it collected for a refund on 5th July. Waited in all day, nobody turned up. 

I'd like to know why that happened and when you plan to collect it, unless you would like me to pay to have it couriered to the local store and then put a claim in against you in Court for both the perished food, the time wasted, the calls that I've had to make, the cost of the appliance, the courier and of course reimbursement for stress and upset caused to myself for this.

macman

Bogwoppitt said:

Is there a thread on here for unsatisfied Curry's customers?
Because I've been stung by them and I'm actually starting to lose the plot now after trying unsuccessfully to have a faulty from new fridge freezer picked up. I've spent in excess of 30 hours on calls only to be cut off either whilst in the queue or after a human picks up. I can't afford another one, no refund seems forthcoming (they were actually booked to collect yesterday but never turned up) so I'm stuck with a 90kg paperweight in my kitchen and I really want to cry now.
I tried Messenger and at first they appeared to be helpful, even though they told me I had to ring Grundig to obtain an uplift code (surely my contract is with Curry's and not Grundig if it's under 30 days and therefore the onus should be on Curry's to obtain it, not the consumer?!). I then was told they could not exchange for the next model up due to not being able to take payment online. I tried ringing in and was told they can't exchange for a higher value model online, over the phone or in store. The only option is to arrange for collection and THEN after a refund, order another one.
So I messaged them asking for a collection and they booked it in. No-one turned up.
I messaged them again and now they're ignoring me - I really am at my wit's end over this.
Should I pay for a courier to deliver the fridge to a local store and put in a claim for courier charges? Should I just bite the bullet and put in a small claims judgement against them and be done with it?
I honestly can't spend another week of my life on the automated not-so-merry-go-round phone system they have, it's sucking my soul out of me.

By the way, random fact of the day. Grundig and Beko are both owned by a Turkish company called... wait for it... Arcelik.
I sh*t you not! (pun intended)

I can trump that, since we are in cheap smutty humour mode: the group that in turn own Arcelik are callled ...Koc Holding. Stop sniggering at the back!
Which kind of explains why they thought that badging their stuff up here as Grundig and Beko might b a better option.

DoaM

We went on holiday to Turkey a few years ago and all the aircon units at the hotel were Arcelik. And the hotel we stayed at was called The Binlik. (It is a family run hotel, and Binlik is the family name. Very nice place in Dalyan ... I would definitely go back).

oldagetraveller1

Oh well -https://b99.co.uk/rubber-products/liverpool/jurex-rubber-co-ltd/

sweet_charriot

We appear to be in the same boat, my 89 year old Mother purchased a Grundig Tumble Dryer from Currys in February. In March it broke down. Her Partner dealt with this but unfortunatley he was then taken ill and at the end of May with no response I took over this issue. Emails messenger loads of phone calls finally on the 6th June a Engineer attended stated needed new Control Panel and was never seen again. Her partner passed away in June and so having had enough about 10 days ago we purchased a new Tumble Dryer from elsewhere. When I informed Currys of this they stated we did not have their authority to purchase a replacement.? They are now attempting to insist we accept a voucher which we do not want. I submitted a section 75 claim to Barclaycard over 3 weeks ago no response. I reckon I have probably spent 12 hours ringing both companies.

minty777

alexander.baldock@dixonscarphonegroup.com

iv

• Be polite.
• If you are able to say something good about the company before you express your disappointment, do it. It's a great way to get your reader on side.
• Stick to the facts. Try not to let any emotion or judgment spill out.
• Don't use threats.
• Shorter is better. Keep the information concise and to the point.
• Include any customer reference numbers or invoice numbers you have.
• Include a brief history of the issue and any correspondence so far, if it's helpful.
• Use names of people you have spoken to if you have them.
• Do not accept being passed back to customer services, unless it's with a named person and with a promise of follow-up.
• Explain clearly what you want as a solution or outcome.