Currys' Customer Service.

spb1966 · 2 April at 2:03PM

I am hoping that someone can advise me on how to respond to Currys CS with regard to my issue.
I purchased a cooker online (there was no display model in store) and it was delivered on 31.03.25.
I had it installed on the 31st.
Came to use it on 01/04 and realised when switching on the oven that it doesn't have anything to tell you when the oven is up to the set temperature and it's ok to put your food in.
I re-read the manual and searched online with no success.
I rang the manufacturer who informed me that it wasn't a feature and that they had had a number of people ring to ask the same thing. They suggested contacting Currys' to get it collected as i obviously wasn't happy with it. This is where the "fun" begins.
Currys stated as it had been installed then i would need an uplift number form the manufacturer before they could collect it.
Manufacturer - there isn't a fault so they can't give me a code. They said Currys will sort it as its less than 30days.
Currys - Can't collect without a number from manufacturer. I shouldn't have had it installed.
Me - You don't know the feature isn't there until you install it. (wire it in).
Currys- Ahh well it's second hand now, we can't collect it.
They agree it can be replaced or refunded within 14days if you change your mind, but not if it's installed. They won't accept that i couldn't check the functionality without it being wired in.
They said well it doesn't say in the specification that there is an "oven is ready" light so I should have known???
Having checked lots of other brands they don't either but on some you can see there is a light above the knobs. You can't see any on the one we have but then it's all touchscreen.
What are my rights here? Do Currys' have to refund / replace in the 14day cooling off period regardless? Is it unreasonable for them to refuse to refund / replace because i changed my mind after installation when finding it doesn't have a very basic (in my opinion) feature that you can't discover until it's installed?
Thank you in advance of any replies.

powerful_Rogue · 2 April at 2:12PM

spb1966 said:

I am hoping that someone can advise me on how to respond to Currys CS with regard to my issue.
I purchased a cooker online (there was no display model in store) and it was delivered on 31.03.25.
I had it installed on the 31st.
Came to use it on 01/04 and realised when switching on the oven that it doesn't have anything to tell you when the oven is up to the set temperature and it's ok to put your food in.
I re-read the manual and searched online with no success.
I rang the manufacturer who informed me that it wasn't a feature and that they had had a number of people ring to ask the same thing. They suggested contacting Currys' to get it collected as i obviously wasn't happy with it. This is where the "fun" begins.
Currys stated as it had been installed then i would need an uplift number form the manufacturer before they could collect it.
Manufacturer - there isn't a fault so they can't give me a code. They said Currys will sort it as its less than 30days.
Currys - Can't collect without a number from manufacturer. I shouldn't have had it installed.
Me - You don't know the feature isn't there until you install it. (wire it in).
Currys- Ahh well it's second hand now, we can't collect it.
They agree it can be replaced or refunded within 14days if you change your mind, but not if it's installed. They won't accept that i couldn't check the functionality without it being wired in.
They said well it doesn't say in the specification that there is an "oven is ready" light so I should have known???
Having checked lots of other brands they don't either but on some you can see there is a light above the knobs. You can't see any on the one we have but then it's all touchscreen.
What are my rights here? Do Currys' have to refund / replace in the 14day cooling off period regardless? Is it unreasonable for them to refuse to refund / replace because i changed my mind after installation when finding it doesn't have a very basic (in my opinion) feature that you can't discover until it's installed?
Thank you in advance of any replies.

Firstly, Did the description on the Currys website state that this oven had a function to tell you when the oven had reached temperature? If not, then the product isn't mis-described so it rules that out.

Have you used the oven at all to cook etc?

You can return the item for any reason within 14 days. You'd need to get it uninstalled and arrange with Currys for it's return back. They can however make a deduction to your refund of anything upto 100% for any diminished value.

Alderbank · 2 April at 3:32PM

Oven thermostats are not very accurate anyway, especially on cheaper ovens.
A decent oven thermometer, which will be much more accurate, is £20 or less. You hang it on a shelf and can read it through the door.

Grumpy_chap · 2 April at 3:39PM

spb1966 said:

realised when switching on the oven that it doesn't have anything to tell you when the oven is up to the set temperature

Is that even a thing?
I don't think I have ever had that on any oven.

spb1966 said:

I rang the manufacturer who informed me that it wasn't a feature
there isn't a fault so they can't give me a code.
it doesn't say in the specification that there is an "oven is ready"
Having checked lots of other brands they don't either

This feature is clearly not common or universal.

spb1966 said:

Do Currys' have to refund / replace in the 14day cooling off period regardless? Is it unreasonable for them to refuse to refund / replace because i changed my mind after installation when finding it doesn't have a very basic (in my opinion) feature that you can't discover until it's installed?

Assuming this meets the criteria for a remote purchase, you would have 14 days from delivery to return for any or no reason.
That requires the product to be in the condition it was when received and the extent of assessing the product you can do at home is limited to the amount of assessing the product you can do in store. You cannot install the over while instore. You cannot turn it on and bring it up to temperature in store. Even when a unit is on display in store, devices are often not powered up.
If your assessing the product exceeded what you can do in store, then the retailer can deduct a proportion for diminished value.

Exodi · 2 April at 4:05PM

Grumpy_chap said:

spb1966 said:

realised when switching on the oven that it doesn't have anything to tell you when the oven is up to the set temperature

Is that even a thing?
I don't think I have ever had that on any oven.

Phew, I'm glad it's not just me! I'd likewise never seen or heard about it until a brief google off the back off this thread. I thought everyone was just waiting 5-10 minutes before putting the food in, but I realise not!

I hardly have a cheap oven (Rangemaster Professional Plus 110) - I just don't think it's as standard as OP thinks.

sheramber · 2 April at 4:13PM

All my ovens have had a light above the temperature dial , which goes out when the oven is at the dialled temperature. Including my Rangemaster range cooker.

Grumpy_chap · 2 April at 4:26PM

Exodi said:
I hardly have a cheap oven (Rangemaster Professional Plus 110) - I just don't think it's as standard as OP thinks.

sheramber said:

All my ovens have had a light above the temperature dial , which goes out when the oven is at the dialled temperature. Including my Rangemaster range cooker.

I also have a Rangemaster.
Excellent cookers. Mine must be one of the cheaper models as it is devoid of the alert feature to advise that the oven is up to temperature.
Or it could be that the model range over the years cycles in and out of having such an indicator...

PragmaticMoneySaver · 2 April at 4:39PM

Exodi said:

Grumpy_chap said:

spb1966 said:

realised when switching on the oven that it doesn't have anything to tell you when the oven is up to the set temperature

Is that even a thing?
I don't think I have ever had that on any oven.
Phew, I'm glad it's not just me! I'd likewise never seen or heard about it until a brief google off the back off this thread. I thought everyone was just waiting 5-10 minutes before putting the food in, but I realise not!

I hardly have a cheap oven (Rangemaster Professional Plus 110) - I just don't think it's as standard as OP thinks.

Exactly the same oven my parents have and yes it does have an indicator just to the right of the oven dials which lights when the oven is heating - ergo when the light goes out then the oven is at temperature.

I don't think I've ever owned or seen an (electric) oven that doesn't have such an indicator

Ergates · 2 April at 4:54PM

Grumpy_chap said:

spb1966 said:

realised when switching on the oven that it doesn't have anything to tell you when the oven is up to the set temperature

Is that even a thing?
I don't think I have ever had that on any oven.
.

Yes, quite common. My two previous ovens had a light that went out at temp. My current oven chimes at me.

Clearly not universal though.

born_again · 2 April at 4:55PM

Ours has a light on dial to tell when up to temp, but as it's a fan oven I just chuck food in & turn it on. Never wait to get upto temp... Thats wasting electric 🤷‍♀️

eskbanker · 2 April at 5:06PM

Not sure that any of this pantomime to and fro about individual experiences is actually helping OP with their consumer rights question, although to be fair this was effectively answered in the first reply anyway!