Failed by Currys Terrible Customer Service

RS2OOO

Before starting my "rant" I should say that I've regularly used Currys for over 30 years and in that time only had 2 previous poor experiences, but with this latest issue I will never buy from Currys again, unless someone can convince me I'm over reacting.

To reduce the length of this post I'll say now that in total I've spent over 13 hours on the phone or webchat fighting for a resolution.

On 6th December I purchased an expensive Apple Product on the Curry's website and in consideration of the value paid an extra £5.99 for faster delivery.

On 8th December I received an email from Royal Mail stating my parcel is due today with a delivery slot between 10am and 2pm. It didn't arrive so I checked the RM Tracking which showed "We have received your item at our Yorkshire Parcel Hub". (I'm in the far South East).

On 11th December item still hadn't arrived so I called Curry's Customer Service and no matter what options you press that are related to delivery of small items you are told to contact the courier, in this case Royal Mail. After 2.5 hours trying to get through to Royal Mail they said whilst a tracking number was issued it doesn't look like they ever received the actual parcel so I need to take it up with Currys.

Called Currys and pressed whatever options I could to get through to a person. They said I needed to allow 14 days for delivery and nothing could be done until then. I explained this was a valuable Christmas gift for my child that I couldn't afford to replace and therefore I want assurance I would have the item in time for Christmas. They couldn't give that assurance so I asked to speak to a Manager and was told one would call me within 48 hours.

On 13th December no Manager's call had been received so I called back and got nowhere, so I called again and got through to someone else who stood by the initial 14 days for resolution. I asked them to contact Royal Mail who have more or less already confirmed they don't have the parcel so I wouldn't be receiving it. Again I was told to wait 48 hours for a Manager call back.

On 15th December no Manager's call had been received, and on top of that the Royal Mail tracking number now just brings up an error "Sorry, there was a problem, please try again". Called again and got nowhwere so decided to try the Webchat. The webchat took 2.5 hours and ended with a complaint reference being given and the promise that a manager would definitely call back within 48 hours. As a side note I selected the option for the webchat to be emailed to me since it contained records of the conversation and the complaint reference number. The email never came through.

On 17th December I called again to query why no Manager had yet called and was told I'd been given incorrect info as Managers don't work on Sundays and to wait until the next day.

On 18th December I called again, refusing to end the call until I'd spoken to a Manager which I eventually managed to achieve. Explained everything plus my circumstances and the now desperate need for a resolution, either a full refund or a guarantee I'd receive the order in time for Christmas. I was asked for the complaint reference number which I was unable to provide. The Manager said whilst there's records of my previous calls there's no record of the complaint number. They also didn't have the authority to resolve the problem and would have to contact the back-office to agree on either a refund or a replacement product to be sent on a guaranteed next day delivery service. Having now opened a lost item file they said it will take 14 to 21 working days (up to 19th January) for the investigation to complete. I reiterated many times that was not acceptable and that without a pre-Christmas resolution I'll have one of my 2 children going through Christmas without a main present to open. The call ended with a promise that they will speak to the back office to agree an earlier resolution and will call me back within 24 to 48 hours.
I requested that they call me back in 24 hours regardless just to keep me updated, even if only to confirm they are still dealing with it and waiting to hear from the back office. That was agreed and I was promised a call back after 4pm on 19th December with an update.

It is now 21st December and I've had no update.
Royal Mail Tracking still gives an error message. I called them up again yesterday just in the hope I might be told something different, but the response was simply that they don't have the item and to take it up with the retailer.

I'm starting to come round to the fact that one of my kids won't be receiving their main Christmas Present on Christmas Day.

I don't suppose there is any magical way or any consumer rights remaining that enables me to do anything about this now to ensure I receive the order in time for Christmas.

Having spent probably more than £10000 with Currys over my lifetime, it looks like our relationship ends here. For good.

HillStreetBlues

If paid via card you could try a Chargeback for non receipt of goods If they accept the CB  then you will get the money back into your account.

molerat

How did you pay ?

MikeJXE

So you bought it online therefor you have 14 days after you receive it to return for a full refund 

Get hold of Apple either online or at an Apple Store and buy another in time for Christmas 

I can never understand anyone choosing a 3rd party unless there is a a hefty price difference 

RS2OOO

To answer all 3 of the questions above in one go, and yes, I now realise this was a mistake, but I saved up for the item by purchasing Currys vouchers which were then used to pay for it.

So the truth is that even a refund isn't going to resolve this because vouchers will not be of any use to re-purchase elsewhere.

The only resolution is to receive the product.

I've just made another attempt at speaking to customer services - Seems their hands are tied, absolutely nothing they can do. Asked if I'd received a claim form via email, I said no, she said in that case they've not even looked at my case yet and to continue waiting the 14-21 working days.

She pretty much confirmed all the promises to resolve before Christmas were just empty promises, and even their line managers don't have that authority. There is nobody a customer can speak to who would have the authority to resolve. There is a process and they rigidly apply it and nobody I or they could speak to has the ability to work outside of that process.

Wonka_2

The reality is you have no right to any expedited resolution because it's your kids Christmas present - harsh though it may be the only way of making sure you receive goods is to physically go and pick them up. Trusting a 3rd party with whom you have no contract and who make no guarantees is becoming increasingly likely to cause frustration.

In this case you've been given the 'rules' by Currys and given your payment method you've no real alternative than to follow them and explain to child the ways of the world.

In future you, along with many others, will weigh up the benefit of the potential saving via Currys vs the significant risk

 

BoGoF

If you want your kid to receive it for Christmas then your only real option is to purchase another one and sort out the Currys mess after- will probably result in any refund being gift cards but it is your only real option........unless, as said before, you explain the situation to your child.

HillStreetBlues

BoGoF said:

If you want your kid to receive it for Christmas then your only real option is to purchase another one and sort out the Currys mess after- will probably result in any refund being gift cards but it is your only real option........unless, as said before, you explain the situation to your child.

It's not really an option for the OP, as where does the money come from to buy another one, and will end up with vouchers for a company that the OP never wants to use again.
I would have thought thou someone who is getting an Apple watch is old enough to understand that their parent(s) did everything they could to get it in time.

RefluentBeans

I do feel for OP here. It’s not a great time to have delays. Are Currys adamant they sent it out? Like they know who picked, packaged and shipped it? 

From Currys view - I can see why they’re hesitant to send another one out/give you another one. It’s expensive and if they are sure they sent it out then to them you may end up with two. 

I think (even if you did pay by card) it would be too early as it’s not been even 14 days yet. 14 days is the standard as sometimes things don’t get scanned at every point, but within 14 days it should appear. 

I think the reality is going to be explaining to your child that ‘Santa has had a delay but his elves are working on it’ if they’re very young or explain the situation to them if they’re a bit older. 

As others have said, I would also typically not recommend Currys - they are a nightmare for aftercare. 

born_again

HillStreetBlues said:

If paid via card you could try a Chargeback for non receipt of goods If they accept the CB  then you will get the money back into your account.

Visa 15 days, Mastercard 30 days before can be actioned.

Which given a later post by OP

I saved up for the item by purchasing Currys vouchers which were then used to pay for it.

Is a no go anyway.

RS2OOO

A replacement bought on Credit Card is an available option, but not the ideal nor correct option were you to follow Martin's advice to the letter about Christmas Spending etc.

As @HillStreetBlues rightly points out, I end up with vouchers I no longer want to use, and still have to find the money to pay off the card.

Yes, for sure, my lad will understand, no problem there, but considering I've had a year to plan Christmas and get it right, (the sort of thing I would say to my kids!!!), the failure is on me.

As for @Wonka_2 statement about physically buying from a store - The  previous poor experience I alluded to with Currys was exactly this. Used my day off work to go to Currys and buy something, a small £110 item, only to be told that whilst they are on display in-store they don't stock the item and it has to be ordered in and would be available to collect at a later date. I returned to the store on the later date and it hadn't arrived. Finally managed to collect on my 3rd visit. All said and done it had cost me around £12 in fuel and £6 in parking, and then due to a mistake I made with the parking on the first visit I got a £60 parking fine! That is part of the "journey" that led me to buy this latest item online.