Currys Return Fiasco!

wwfwilla

I purchased a cordless landline telephone for my mum back in February 2023 costing £70. During October it became faulty and I did a webchat to have it collected the following week by DPD courier and returned to Currys for review and hopefully get a replacement sent out.

Currys booked for DPD to collect the phone from my mum on Monday 16th October. Despite my mum immediately going to the door upon the driver knocking he'd already recorded it as a failed collection. Holding the package my mum asked what she should do. He gave her a tracking card and took the parcel from her and said he'd sort it out back at the depot.

Two days later Currys called asking to re-book collection of the parcel. I stated it had already been collected and they said all they had was a failed collection attempt on their system. We agreed to give it a few days to get back to them.

Over the next 2 weeks I made 2 phonecalls to Currys helpline and did one Webchat. At first they said they hadn't got it, then said they had and the shipping team would send out an email confirming dispatch of the replacement and then they said they hadn't received anything again.
Upon the last time of calling I got a Currys email address from them. I emailed all the details and heard nothing.
I then went into store and they said they couldn't help me as i'd already sent the package off so it had to be the helpline.
I contacted them again and they said to go and chase DPD with my tracking card etc.
I went to the DPD depot and they told me to call their helpline. The helpline said the tracking card we'd been given doesn't lead to anything on their system, but that as it was 5 weeks after sending this wasn't entirely unusual. They told me to go back to Currys and ask them to start a missing package investigation.
So I rang the Currys helpline once again and they said they'd log an investigation and took details from me. They said I'd get an email confirming this and 3 days later i've not had anything.
I'm at my wit's end. My mum is over 60 and the landline is her main contact method for all her friends and she's getting increasingly lost without the phone.

I just don't know what to do to make Currys listen and/or understand the situation. Please help?

Aylesbury_Duck

The first thing I'd do is buy a cheap handset so she has contact with people while you get this sorted.

I'd then try Currys' social media channels to see if someone there can help.  Don't go in hard, simply state the problem an elderly person has as a result of a mix-up and ask what they can do expedite matters.

wwfwilla

Thank you! Sounds a sensible thing so i'll give it a go

greyteam1959

Sounds to me from your account of events that the collecting driver recorded a non collection then nicked the parcel !

HillStreetBlues

I would expect having a tracking card would lead to a ruling that the parcel had been collected.
You hand parcel over and they give card, you can not control what they do or do not enter onto their machine.

MouldyOldDough

Currys are a joke

I am currently in "negotiations" with them over a 6 month old faulty oven - that they are refusing to deal with - telling me to contact Beko !

Evidently, apart from computers and TV's - they instruct the customer to contact the manufacturer and wash their hands of any further problems.

I tried facebook but their response was exactly the same - bloody useless

That's the last thing I will ever buy from Currys

MarvinDay

MouldyOldDough said:

Currys are a joke

I am currently in "negotiations" with them over a 6 month old faulty oven - that they are refusing to deal with - telling me to contact Beko !

Evidently, apart from computers and TV's - they instruct the customer to contact the manufacturer and wash their hands of any further problems.

Whilst it's certainly true that the onus is on Currys to deal with the matter, all they would do is to contact Beko and ask them to contact you to arrange a repair.
This would simply add more time on to the process.

Why not simply do as they ask and contact Beko yourself to arrange for one of their service engineers to visit to look at the oven?