Currys return of a heated blanket

joeypesci

Bought a heated blanket from them online in March. Its just failed and according to manual is the heating element and needs a repair. Took it in store hoping they'd just give a replacement if they had one. They said they can only do a repair, which is fine according to our rights. I said, which they agreed, that they'll probably just issue a new one.

He got half way through booking it and had to ask a manager or supervisor who then said it can't be booked for repair instore, you have to call currys online number. I said but we did have it delivered to the store. He said "yes but it will have come direct from the manufacturer so the repair will be going straight to them, you have to do it online because of this".

He then quietly said to the staff member helping (who was actually helpful) "we only book laptops for repair if bought online really", I assuming that might be so they can sell their BS laptop repair service.

So is this accurate? That you have to deal with currys online to get the warrenty claim and that the stores can just refuse to process it for you?

marcia_

joeypesci said:

Bought a heated blanket from them online in March. Its just failed and according to manual is the heating element and needs a repair. Took it in store hoping they'd just give a replacement if they had one. They said they can only do a repair, which is fine according to our rights. I said, which they agreed, that they'll probably just issue a new one.

He got half way through booking it and had to ask a manager or supervisor who then said it can't be booked for repair instore, you have to call currys online number. I said but we did have it delivered to the store. He said "yes but it will have come direct from the manufacturer so the repair will be going straight to them, you have to do it online because of this".

He then quietly said to the staff member helping (who was actually helpful) "we only book laptops for repair if bought online really", I assuming that might be so they can sell their BS laptop repair service.

So is this accurate? That you have to deal with currys online to get the warrenty claim and that the stores can just refuse to process it for you?

 Yes its accurate that they can have whatever policy in place as they see fit. 

flaneurs_lobster

I'm not surprised, had similar with a £20 phone case, ordered online, delivered to home. Was completely the wrong item. 

Took back to store and was given the "have to return via online" shtick. Gave it the "Really?. I'm here with the thing? You want me to take it away? Are you sure?" rather more loudly than was necessary and the manager agreed to process a refund.

Took ages, numerous transactions, 15 minutes of advanced till wrangling involving assistant and manager (needs two people to process a refund apparently). 

Remind me again why people seem to dislike doing business with Currys?

Money_Grabber13579

It’s not just curry’s that do this. I ordered a light from dunelm online and it arrived smashed. I thought I could take it back to my local store and they might swap it there and then, given they also had them in stock. But no, I had to take it back out to the car, ring them whilst sitting outside the shop and they then had to send a new one out to me, even though I could have saved them the postage cost by just picking one up from in store. 

born_again

You have to remember that Currys do not repair items. It will need to go to a 3rd party or manufacture.

So can be quicker to do it yourself, rather than it sitting in store awaiting for some staff member to decide to organise the delivery.

flaneurs_lobster

born_again said:

You have to remember that Currys do not repair items. It will need to go to a 3rd party or manufacture.

So can be quicker to do it yourself, rather than it sitting in store awaiting for some staff member to decide to organise the delivery.

No need to remind people of the things Currys DON'T do.

The OP has made the point that Currys refused to accept the item for repair - there's no choice but to suck up their (perfectly legal because it says so in their terms) !!!!!! service.

sheramber

Many stores state online orders have to be returned online.

 Often the bricks and mortar stores are a separate entity to the online store. 

Grumpy_chap

flaneurs_lobster said:

The OP has made the point that Currys refused to accept the item for repair - there's no choice but to suck up their (perfectly legal because it says so in their terms) !!!!!! service.

I don't think that the item has been refused for repair.
The OP purchased the item online and needs to return via the route to the online business that the item was purchased from.
Instead, the OP has attempted to return the item to a local store, from where the OP has been guided back to the returns process for the online purchases.

joeypesci

OK that makes sense if they are classed as two different entities. I don't think they had any in store anyway. Guess it really only benefits the customer if they just took stuff in store, gave a replacement then organised the returns and repairs themselves.

flaneurs_lobster

joeypesci said:

OK that makes sense if they are classed as two different entities. I don't think they had any in store anyway. Guess it really only benefits the customer if they just took stuff in store, gave a replacement then organised the returns and repairs themselves.

John Lewis manage to accept returns (both unwanted and repair under warranty) at their stores regardless of purchase channel, as do Argos. 

Currys simply don't want their highly-trained, professional sales staff diverted from their true path of flogging extended warranties to punters, in order to deal with moany complainers with dead blankets and wrong phone cases.

sheramber

flaneurs_lobster said:

joeypesci said:

OK that makes sense if they are classed as two different entities. I don't think they had any in store anyway. Guess it really only benefits the customer if they just took stuff in store, gave a replacement then organised the returns and repairs themselves.

John Lewis manage to accept returns (both unwanted and repair under warranty) at their stores regardless of purchase channel, as do Argos. 

Currys simply don't want their highly-trained, professional sales staff diverted from their true path of flogging extended warranties to punters, in order to deal with moany complainers with dead blankets and wrong phone cases.

You can reutrn an item to Curry's store is it is unopend and still sealed.

Neither of these apply to a 7 month old electric blanket that has stopped orking.