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Curry's return issue
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HighbrowChaiTea
Posts: 4 Newbie

Hello all.
I have had a difficult return experience with curry's and would be keen for some advice.
Around the start of November I made two online orders - one for a halo RAZER keyboard (lets say this had order number a1). I also ordered a surface pro 8 with typecover (let's give this order number b2).
The surface pro 8 and typecover (order number b2) ended up being unwanted and I spoke to their Webchat to have this returned as a Christmas return. No issues from them and DPD picked up just before new year. Unknown to me however, was that the return had been arranged against the wrong order, ie against order number a1.
I found this out when I got an email a few days back saying I was to be refunded for £34.99 - the cost of the halo RAZER keyboard, and this has since been put in my account. The surface pro 8 and typecover were £699....
I've spoken to numerous customer service agents, most of whom don't seem to get the nuance of the surface pro 8/typecover being in the curry's warehouse with the wrong order number attachment. Some have even told me the package hasn't arrived in the warehouse, although it clearly has or I wouldn't have got any sort of refund (even if it was incorrect). I assume they must open the package and scan it as well so how was the mismatch not noticed?
I've tried their twitter who have said they will escalate it to their back office but given my experience to date I have no faith this will be resolved and I will be almost £700 down with no surface pro 8/typecover.
In summary, my surface pro 8 and typecover is now in the possession of curry's with (unknown to me) the wrong order number attached and they have processed it and refunded me for a completely different much cheaper item that isn't in their possession, and is actually currently attached to my desktop pc. Their customer services are next to useless..
Grateful for any opinions on the next move.
I have had a difficult return experience with curry's and would be keen for some advice.
Around the start of November I made two online orders - one for a halo RAZER keyboard (lets say this had order number a1). I also ordered a surface pro 8 with typecover (let's give this order number b2).
The surface pro 8 and typecover (order number b2) ended up being unwanted and I spoke to their Webchat to have this returned as a Christmas return. No issues from them and DPD picked up just before new year. Unknown to me however, was that the return had been arranged against the wrong order, ie against order number a1.
I found this out when I got an email a few days back saying I was to be refunded for £34.99 - the cost of the halo RAZER keyboard, and this has since been put in my account. The surface pro 8 and typecover were £699....
I've spoken to numerous customer service agents, most of whom don't seem to get the nuance of the surface pro 8/typecover being in the curry's warehouse with the wrong order number attachment. Some have even told me the package hasn't arrived in the warehouse, although it clearly has or I wouldn't have got any sort of refund (even if it was incorrect). I assume they must open the package and scan it as well so how was the mismatch not noticed?
I've tried their twitter who have said they will escalate it to their back office but given my experience to date I have no faith this will be resolved and I will be almost £700 down with no surface pro 8/typecover.
In summary, my surface pro 8 and typecover is now in the possession of curry's with (unknown to me) the wrong order number attached and they have processed it and refunded me for a completely different much cheaper item that isn't in their possession, and is actually currently attached to my desktop pc. Their customer services are next to useless..
Grateful for any opinions on the next move.
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Comments
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All you can do is persevere. It sounds as if your twitter enquiry is still in play, so you may as well await the outcome of that. If that proves fruitless, send them a letter setting out the resolution you require. If they don't sort it out then ultimately it will be a small claims court claim, but I'm afraid that will take many months to happen.0
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HighbrowChaiTea said:Hello all.
I have had a difficult return experience with curry's and would be keen for some advice.
Around the start of November I made two online orders - one for a halo RAZER keyboard (lets say this had order number a1). I also ordered a surface pro 8 with typecover (let's give this order number b2).
The surface pro 8 and typecover (order number b2) ended up being unwanted and I spoke to their Webchat to have this returned as a Christmas return. No issues from them and DPD picked up just before new year. Unknown to me however, was that the return had been arranged against the wrong order, ie against order number a1.
I found this out when I got an email a few days back saying I was to be refunded for £34.99 - the cost of the halo RAZER keyboard, and this has since been put in my account. The surface pro 8 and typecover were £699....
I've spoken to numerous customer service agents, most of whom don't seem to get the nuance of the surface pro 8/typecover being in the curry's warehouse with the wrong order number attachment. Some have even told me the package hasn't arrived in the warehouse, although it clearly has or I wouldn't have got any sort of refund (even if it was incorrect). I assume they must open the package and scan it as well so how was the mismatch not noticed?
I've tried their twitter who have said they will escalate it to their back office but given my experience to date I have no faith this will be resolved and I will be almost £700 down with no surface pro 8/typecover.
In summary, my surface pro 8 and typecover is now in the possession of curry's with (unknown to me) the wrong order number attached and they have processed it and refunded me for a completely different much cheaper item that isn't in their possession, and is actually currently attached to my desktop pc. Their customer services are next to useless..
Grateful for any opinions on the next move.
Their customer services are also known to be useless, it is why there are so many complaints about them on here and I know no one who recommends them. I would recommend that you correspond with them by email so you have a record of the communications rather than phone calls. I suspect that you are going to be in for the long haul to get this one resolved though, likely in the months rather than weeks range.1 -
Not being "difficult", but how did the wrong order number get associated with this return?
Looking at returns on their website, you appear to need to input the appropriate order number on a form to process a return. Did you experience difficulties going through that process and need to contact them via webchat? Or did you carry out the return some other way?
It's always going to cause problems if (for whatever reason) a wrong order number gets associated with a return. Do you have any hard evidence that this has happened? eg (1) an original order confirmation showing the correct order numbers against the correct items and (2) an email or anything else confirming the return of the Surface Pro but showing the RAZER's order number?
If Curry's can't sort it out to your satisfaction do what @Aylesbury_Duck's says.
[Edit: cross-posted with MattMattMattUK. I agree that the fact they've refunded you already does not necessarily mean that they've already opened it or even that they've necessarily received it yet]
[Edit2: you mention using Curry's extended Christmas Returns policy. Did you actually cancel the order within the statutory 14 day cancellation window, or were you using Curry's own returns policy? I ask because if you used your statutory right you may be in a stronger legal position than if you are relying on Currys policy and you entered the wrong order number...]
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Hello OP
If you Google CEO email and search that site for Currys there is an email for a higher level of customer service.They might take a few days to reply but hopefully they can sort the issue out.
If not it’s a letter before action and small claims. If you have a copy of the webchat to support what happened this would obviously be useful in making a claimIn the game of chess you can never let your adversary see your pieces0 -
Manxman_in_exile said:Not being "difficult", but how did the wrong order number get associated with this return?
Looking at returns on their website, you appear to need to input the appropriate order number on a form to process a return. Did you experience difficulties going through that process and need to contact them via webchat? Or did you carry out the return some other way?
It's always going to cause problems if (for whatever reason) a wrong order number gets associated with a return. Do you have any hard evidence that this has happened? eg (1) an original order confirmation showing the correct order numbers against the correct items and (2) an email or anything else confirming the return of the Surface Pro but showing the RAZER's order number?
If Curry's can't sort it out to your satisfaction do what @Aylesbury_Duck's says.
[Edit: cross-posted with MattMattMattUK. I agree that the fact they've refunded you already does not necessarily mean that they've already opened it or even that they've necessarily received it yet]
[Edit2: you mention using Curry's extended Christmas Returns policy. Did you actually cancel the order within the statutory 14 day cancellation window, or were you using Curry's own returns policy? I ask because if you used your statutory right you may be in a stronger legal position than if you are relying on Currys policy and you entered the wrong order number...]
On the hard evidence front: Ive checked my emails and there is no confirmation email from curry's that tells me what I've asked to return/what's been agreed/order numbers etc.
The DPD delivery guy gave a docket that has the incorrect order number on it as the reference to their pickup and delivery back to curry's but thats all there is, and it was given (just) after they accepted the parcel so I wouldn't have noticed this mistake early enough to withhold the parcel.
I did use the extended Christmas returns yes.
Thanks to all others for the advice as well. A further issue is that I got an automated email from curry's saying their customer service email is no longer monitored. They want everthing done via their website.
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I'll add here that the Webchat does let you attempt to email to yourself the transcript.... I've tried it with the more recent chats I've had but it deosnt work.0
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HighbrowChaiTea said:
... The DPD delivery guy gave a docket that has the incorrect order number on it as the reference to their pickup and delivery back to curry's but thats all there is,...
If it correctly shows the Surface Pro as being the item returned, but also gives the wrong order number (the RAZER's) you could try presenting that to Curry's as evidence that they (or at least somebody) has got the two mixed up. Point out to them that despite the confusion over the order number, you returned the Surface Pro, not the RAZER, and it's the Surface Pro you want a refund for.
I'm not sure if it matters if you used your statutory right to cancel or Currys own policy. Using currys own policy might pose more issues for you because it's over and above your statutory rights and is subject to whatever terms Currys have put on it. As the consumer has to provide an order number when following their online returns process, Currys might argue their returns policy is only applicable if you quote the correct order number. But I don't know. I'm just speculating...0 -
It's not in front of me but I'm 99% sure it just had the incorrect order number but did not list the items - seems curry's must pass on the order number to dpd and dpd use it as a 'sender reference' or similar.
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