Curry's order not delivered to my address, terrible customer service

Boxerdog55

Hi everyone, 

new to this so thanks in advance for any help. I'll put below a copy of the email i sent to Curry's this morning taken out personal stuff but in short, ordered 3 items back on 11 Oct 24, paid for delivery on 12th to find out that they had in fact been delivered to a different address on 13th. Curry's have been shocking Terrible customer service rude, and one even laughed at me this morning. Getting quite upset/frustrated with it now TBH given they're not taking money from my bank for items I don't have. Any help would be greatly appreciated. 

See email below to curry's 

I placed order X with yourselves on the 11th October 2023 for 3 items as follows:

 

• Shark Speed style pro HD731UK 3 in 1 hair dryer black
• Apple air pods with lightening charging case 3rd generation
• Sony Play station portal remote player and play station portal carry case black

The items cost a total of £548.98 along with the £10.99 delivery I paid to get the items delivered the following day on Saturday 12th October via DPD.

I received 2 tests from DPD on the 12th stating that my items would be delivered between 9:02 and 10:02 and a second saying between 9-10. I was in the house and have a ring doorbell so was ready and waiting for the items. I then received a text saying sorry that they had missed me and that my items would be delivered on Sunday 13th October to my nearest shop and to follow the link in the text to find out details of this later in the day. On the Sunday I clicked on the link to find out where the store was to read that my items had in fact been delivered on the Saturday 12th which I can confirm they have not!

I called and spoke to DPD in the first instance on the 13th who advised me that they could see on their system that the address that the items had been received at was not mine as confirmed by GPS and that the picture showed a red front door and the items being handed to an individual. My front door is black and as mentioned previously we have a ring doorbell and no attempt of delivery had been made at my property. DPD then advised that as the items had been purchased through yourselves I would need to raise this with Currys. I called and spoke to one of your team who advised they would raise this for me and that I would hear something shortly.

I have now made numerous calls to your customer service team in each instance to be told that this was a process and could take up to 7 working days which I allowed for. I was advised on one call that Currys were waiting for DPD to send an email back which after calling DPD on the 7th working day they had confirmed that this had been completed. Still number of calls and no further progress. I then called at the end of October to be told by a member of the team that they were in fact waiting on an email from myself to confirm the delivery not received and this email had been sent to me around the 15th of October. I have checked my emails and spam and confirmed the email address (used for DPA on the calls) that this is correct still no email. I have been told that they would need to contact the team handling the case and this would be emailed within 24 hours, still no email.

I have been out of the country from 1-20 November so have been unable to contact and track the progress of the investigation but in no time after checking both emails and junk have I received the elusive email from Gem Services so I can confirm that I have not received the order and this matter can get resolved in one way or another. I have also been debited via my currys flex account administered by Creation for the items which I do not have. This is something I cannot afford to do considering I do not have the items.

I have called up this morning on two occasions the first being cut off from your colleague due to signal issues not sure on who’s end. I then called back at approximately 10:03 and was on the call for 14 minutes on number 0344 561 0000 calling from my mobile number on the system of x. I explained the above to your colleague and was again told that I would need to wait for the email again a further 24-48 hours. I explained my frustration and said that I would like to raise this matter as a complaint as I don’t feel that the service I am receiving from Currys is good in any way shape of form and that the way you are making me feel is like I am the criminal when someone has clearly taken my goods/they have been delivered to an address which is not mine. To which your colleague started to laugh. I asked for a manager to speak to and was told that this would need to be a call back and why would I want to speak to a manager so I explained all of the above and to top it all off that I had been laughed out for my feelings and frustrations at the way I am being treat as a customer of Currys.

I am writing this email in second to raise a formal complaint regarding this issue and in hopes that someone will contact me with the necessary email I need to confirm I have not received these items and I can either get these re-sent or the flex account order that I have can be cancelled and I can be refunded the first direct debit payment which was taken from my account on the 8th November.

As mentioned previously I am very much disappointed and appalled at the way I have been spoken to over the numerous calls with no real genuine care for the situation.

Please can someone contact me back as a matter of urgency so I can look to get this resolved.

Kind regards

Ergates

It's not clear from your email:   Is the mistake that the delivery was made to an address other than the address on the order.   Or is the mistake that the order has the wrong address on it?

As a general matter - we (on the forum) don't need war and peace, a simple precis of the issue is preferable:

You ordered some things from Currys, these were delivered to the wrong address, Currys customer service have failed to resolve the issue - is that it?

Okell

Assuming you provided your correct address to Currys you need to quote s29 of the Consumer Rights Act 2015 to them:

"29  Passing of risk

(1)  A sales contract is to be treated as including the following provisions as terms.

(2)  The goods remain at the trader's risk until they come into the physical possession of—

(a)  the consumer, or

(b)  a person identified by the consumer to take possession of the goods."

This means that Currys remain responsible for the goods until they are delivered into your "physical possession", or to somebody else whom you have specifically identified for them to be delivered to.

Delivery to the wrong address is not delivery into your "physical possession".

You need to pursue Currys for replacements or a full refund

If you paid by credit card you might have a s75 claim agaianst the card provider

eskbanker

Okell said:

If you paid by credit card you might have a s75 claim agaianst the card provider

It appears that OP paid via a Currys-branded Creation credit facility, but this may also have s75 protection if it's a qualifying regulated credit agreement:

Boxerdog55 said:

I have also been debited via my currys flex account administered by Creation for the items which I do not have.

Boxerdog55

Thank you everyone, sorry for the long post, new to this whole forum thing. Yes I had put my correct address (used Curry's before) but it's been delivered to the wrong address. DPD even confirmed over the phone that their GPS tracking doesn't match my address. 

Needless to say the email they promised in 24 hours yesterday has still not arrived. 

Okell

Go back to Currys and quote the law to them that I linked to in my previous post.