Currys appalling Customer Service!!!!!!!!!!!!!!

BrianBadonde

We recently purchased a Webcam from Currys Online.   When it arrived, the Webcam in the box was a cheaper model than that advertised on the box.

We sent Currys a short, clear email giving both S/N of the Box and the Webcam inside, supported by very clear Pictures of both.   I wish I could post those Pics here.

Model on box :   Razer Kiyo PRO, S/N :  PM234L03601240 (paid £79.99)

Inside the box :  Razer Kiyo, S/N :  PM2334L01703557. (Sells for £49.99)


The Webcam inside was clearly brand new with film still on, but a cheaper item.   I very much doubt this could have happened at the Factory, because I'm sure they would be on separate production lines.   So my best guess is some miscreant within Currys has switched boxes & bought the cheaper one???

Anyway, you would think Currys would be alarmed by this.  Surely there are implications of Security Risk?   Literally anything could have been in that box!!!   So I would have thought they would want that package back ASAP for investigation.   Not so.

We had to fill out a form titled "Denial of Receipt".   Not "None Receipt", so the inference is the Customer is automatically under suspicion.   Now this "Back Office Investigation Team" (who are uncontactable) have to carry out an investigation.    The evidence I have provided would be clear to anyone as to what we received, yet we must wait.

I am very happy for Currys to investigate & hopefully find the culprit, but it should not be on my time!   We are the innocent party here.   Had we purchased from John Lewis (which we normally would) or Amazon, there would have been no qualms, immediate Return.   Currys refuse to even tell me how long an investigation might take.

I have written a couple of Trustpilot reviews.   Currys PR team quickly play to the crowd in responding.   Even at 7am!!!!!!    But they do nothing!

Without question the most appalling Customer Service I have ever encountered.   Disgraceful. 

Mark_d

Currys are a dreadful company to deal with.  Similar to Sports Direct.   I wouldn't even consider buying from companies like these, regardless of what prices they offer.  It's just not worth  the hassle if/when things go wrong

DE_612183

I would suspect that John Lewis would have been just as bad - they have had similar issues and don't do anything either.

swingaloo

Or of course the wrong boxes could have been on the production line, caused my someone making a mistake, rather than some miscreant within Curry's and there are a full batch of incorrect items out there.

Aylesbury_Duck

BrianBadonde said:

We recently purchased a Webcam from Currys Online.   When it arrived, the Webcam in the box was a cheaper model than that advertised on the box.

We sent Currys a short, clear email giving both S/N of the Box and the Webcam inside, supported by very clear Pictures of both.   I wish I could post those Pics here.

Model on box :   Razer Kiyo PRO, S/N :  PM234L03601240 (paid £79.99)

Inside the box :  Razer Kiyo, S/N :  PM2334L01703557. (Sells for £49.99)


The Webcam inside was clearly brand new with film still on, but a cheaper item.   I very much doubt this could have happened at the Factory, because I'm sure they would be on separate production lines.   So my best guess is some miscreant within Currys has switched boxes & bought the cheaper one???

Anyway, you would think Currys would be alarmed by this.  Surely there are implications of Security Risk?   Literally anything could have been in that box!!!   So I would have thought they would want that package back ASAP for investigation.   Not so.

We had to fill out a form titled "Denial of Receipt".   Not "None Receipt", so the inference is the Customer is automatically under suspicion.   Now this "Back Office Investigation Team" (who are uncontactable) have to carry out an investigation.    The evidence I have provided would be clear to anyone as to what we received, yet we must wait.

I am very happy for Currys to investigate & hopefully find the culprit, but it should not be on my time!   We are the innocent party here.   Had we purchased from John Lewis (which we normally would) or Amazon, there would have been no qualms, immediate Return.   Currys refuse to even tell me how long an investigation might take.

I have written a couple of Trustpilot reviews.   Currys PR team quickly play to the crowd in responding.   Even at 7am!!!!!!    But they do nothing!

Without question the most appalling Customer Service I have ever encountered.   Disgraceful. 

I doubt that.  I suspect that it's more likely an error on the production line where the last of one batch ended up in the first box of the next batch.  Or perhaps that a prior customer has been sneaky.

I wouldn't choose to deal with Currys, but you're wrong to assume the other retailers you mention would issue an immediate refund.  Plenty of posts on here to show that's not the case with John Lewis or Amazon, as well as others.  Theft and fraud are surely becoming more commonplace with online sales and delivery - by retailer staff, delivery staff and customers - and any retailer that simply refunds every disputed transaction without investigating would be giving away a lot of money, and advertising that fact.

BrianBadonde

Aylesbury_Duck said:

Theft and fraud are surely becoming more commonplace with online sales and delivery - by retailer staff, delivery staff and customers - and any retailer that simply refunds every disputed transaction without investigating would be giving away a lot of money, and advertising that fact.

Agree with that & I sincerely hope they investigate & find the culprit.   I have given them the S/N of the item inside, so I'm sure they can track that to see where it went.

The issue I have is that the info I have given, along with the clear Pictures of S/N on both Box & Webcam is indisputable evidence that I received this mix-up.   So why should I have to wait for their inquiry?

And also, if Currys spent as much time & effort actually giving Customer Service as they do on PR replying to Negative Trustpilot reviews at 7am, they might not be so bad.

Aylesbury_Duck

BrianBadonde said:

Aylesbury_Duck said:

Theft and fraud are surely becoming more commonplace with online sales and delivery - by retailer staff, delivery staff and customers - and any retailer that simply refunds every disputed transaction without investigating would be giving away a lot of money, and advertising that fact.

Agree with that & I sincerely hope they investigate & find the culprit.   I have given them the S/N of the item inside, so I'm sure they can track that to see where it went.

The issue I have is that the info I have given, along with the clear Pictures of S/N on both Box & Webcam is indisputable evidence that I received this mix-up.   So why should I have to wait for their inquiry?

And also, if Currys spent as much time & effort actually giving Customer Service as they do on PR replying to Negative Trustpilot reviews at 7am, they might not be so bad.

Look at it from their point of view...it is disputable.  You could have received the correct camera, obtained the cheaper camera to stage the photo thereby hoping to profit from a refund or replacement.  It's therefore reasonable for them to take time to check that the switch or mistake occurred somewhere else in the chain.

eskbanker

BrianBadonde said:

The issue I have is that the info I have given, along with the clear Pictures of S/N on both Box & Webcam is indisputable evidence that I received this mix-up.   So why should I have to wait for their inquiry?

Can you prove that it's not you who bought both the cheap and expensive models, swapped the content of the boxes, and now trying to keep the better one for the price of the cheaper one?

Not saying it's a likely scenario, and certainly not accusing you of anything, but if someone was minded to do such a thing, it might be portrayed to Currys in a very similar way to your situation, i.e. all you can really prove is that you have a cheap webcam and a box for an expensive one....

BrianBadonde

eskbanker said:

Can you prove that it's not you who bought both the cheap and expensive models, swapped the content of the boxes, and now trying to keep the better one for the price of the cheaper one?

Oh I'm aware there are scumbags & scammers around and this is probably the result of such a switch.   Either a customer return (which would be quite alarming if they don't check the contents & re-sell goods) or someone in the Warehouse..   But everything is Barcoded now.   Every item must me scanned in & out.  So when I gave the S/N of the cheaper Webcam, surely that could be quickly traced.   The chances of that being sold in the same region would be pretty slim.

TheSpectator

If you think anyone is going to the trouble of investigating and tracing back the serial number over a difference in value of £30 I think you will be disappointed

BrianBadonde

TheSpectator said:

If you think anyone is going to the trouble of investigating and tracing back the serial number over a difference in value of £30 I think you will be disappointed

Well that's up to Currys.   All I know is I received an item that wasn't what I paid for & didn't belong in the box it came in.   And the Customer Service was appalling.